Wednesday Aug 28, 2013

See Oracle Applications' User Experience Future at Open World 2013

If you will be attending Oracle Open World 2013, you might want to be attend an exclusive event for Oracle Applications: Oracle is giving select, vetted partners a look at what’s coming in the Oracle user experience during an OpenWorld 2013 expo event hosted jointly by the Oracle Partner Network (OPN) and the Oracle Applications User Experience (OAUX) team.

This is an invitation-only event. Your company must have a signed CPCA/PPCA in place in order for you to attend. No photography is allowed except by our staff photographer.

You are welcome to tell colleagues that you came to this event, and describe the general content of what you saw. You are restricted from sharing the specific nature of the content until such content is made generally available by Oracle, or otherwise communicated out by Oracle, e.g., via Oracle Partner Network.

Oracle will show new user experiences that demonstrate principles of simplicity, mobility, and extensibility. These experiences for the modern user come from different product areas, ranging from ERP to CRM to HCM. Some of these user experiences will be released in the near future, and you will be among the first to see them. Some of these user experiences are concepts, and if you like what you see, you can influence the direction of the Oracle user experience with your support.

It’s important to understand that every user experience you see has the ability to touch each product family. For example, you may see a demonstration showcasing CRM data, but the same concept can be applied to ERP with the right use case. If you see a new use case for our concepts in your product space, please talk to one of the Oracle user experience team members at the event. We are not just showing you what we have; we welcome your feedback.

Where: Marriott Marquis, Chill Zone and Bin 55, San Francisco

When: 1:30-4:30 p.m. Monday, Sept. 23

If you are interested to attend, register here or send an email to richard.lefebvre@oracle.com  

Friday Aug 23, 2013

Oracle RightNow Cloud Service (Oracle Service Cloud) August 2013 release

The August 2013 release of Oracle RightNow Cloud Service (Oracle Service Cloud) delivers a broad range of improvements to Web Customer Service, Cross Channel Contact Center, Knowledge Management, and Policy Automation. Further details on the August 2013 product release are provided below.

Resources

August 2013 Quarterly Release information can be found by clicking the links below. They include:

-       August 2013 Release Recording on Oracle University

-       August 2013 Capabilities and Benefits Data Sheet

-       August 2013 Documentation

-       August 2013 Tutorials

-       Intent Guide Upgrade

-       Learning Center - Release Readiness

-       Key Elements of the RightNow August 2013 Release

In the August 2013 release of Oracle RightNow Cloud Service we continue our commitment to improving and enhancing the Oracle RightNow application in order to empower great customer experiences. 

This latest release provides significant new features and capabilities in Oracle RightNow Cloud Service in the areas of web customer service, cross-channel contact center, knowledge management, policy automation and the service cloud.  In this release, customers will now have the unified power of Oracle ATG Web Commerce and Oracle RightNow Cloud Service to enable service organizations to create a seamless shopping experience.  A successful customer service experience provides the opportunity for customer service representatives to act as a trusted advisor and offer up-sell and cross-sell suggestions.  Oracle’s Policy Automation Cloud Service combined with Oracle RightNow Agent Desktop addresses the need to resolve complex decisions instantly and consistently.  And, with new functionality in the areas of knowledge at the point of need, personalized customer feedback interaction, and better understanding of your social customers, this release will empower greater customer satisfaction across both self and assisted service channels.

Cross-Channel Contact Center

·         Oracle ATG Web Commerce Agent Console Integration 

·         Mobile Agent App - Profiles, Search, Admin and Language Support 

·         Survey Enhancements

·         Analytics Enhancements 

Web Customer Service

·         Knowledge Syndication Enhancements 

·         Moderation and Permissioning

·         Social Monitor Enhancements 

Knowledge Management

·         SmartAssistant AutoTuner 

Policy Automation

·         Agent Desktop 

·         Responsive Interview Design 

·         Rule Assistant

·         Interview Debugger, Regression Testing and What-if Analysis 

Cloud Platform

·         Custom Process Models – Phase II 

·         Custom Configuration Settings & Localized Messages

Take the CX&CRM's best out of Oracle Open World 2013!

CX @ Oracle OpenWorld 2013 will deliver a combination of strategy and technology sessions, mini-presentations, interactive journey mapping workshops, and demonstrations—to help you and your customers deliver on their CX/CRM initiatives. You will also discover how Oracle technologies can support business with both cloud and on-premise applications. You’ll hear Oracle’s CX vision and how we plan to address key trends in customer experience, including social, mobile, big data, and cloud.

For more information about the CX focus area, click here.

Thursday Aug 22, 2013

Siebel Essentials: a blog for all Siebel specialists

Siebel Essentials, a blog managed by the solution expert from Oracle University, Alexander Hansal, is the one place to go for everyone interested in Siebel, including products enhancements, add-on's, best practices, etc.

Siebel remains the undisputed leader in integrated CRM for large organisations, with 3'000+ active customers. Its new Siebel Open UI has opened up new opportunities for improved navigation and devices support, leveraging the market's most comprehensice front office Data Model; and its roadmap for the years to come is impressive.

This represents many reasons for all System Integrators to visit and bookmark the Siebel Essentials blog

Eloqua Implementation Bootcamp for EMEA Partners: register your interest!

We are planning a series of Eloqua Implemention Bootcamp for EMEA partners starting November in Europe (locations to be defined - probably Paris and London).

This training, also opening up access to an Eloqua demo environment, will be subject to specific T&C's and mandatory preparation work. Final selection of invitees and participants will be up to the Oracle Eloqua Global Business Unit.

If you are an Oracle EMEA OPN partner interested in getting trained in Oracle Eloqua, the market's leading Marketing Automation vendor, please send me a short eMail @ richard.lefebvre@oracle.com so that we have you on our radar.

Tuesday Aug 13, 2013

The X Factor: The Convergence of Customer Experience and Web Experience Management

Within a crowded marketplace, organizations are turning their sights to drive sales and brand recognition through one key relationship — the customer. Under the umbrella of customer experience (CX) there is a growing fever and host of initiatives, theories and ideas of how to improve it across channels — but at the root of it all, there is one place where customer experience must reign supreme. It’s online. However, what we learn online can and should also drive your CX offline.

Read the entire article by Steven Woods, GVP of Software Development at Oracle, here

The Hidden Powers of Social Customer Service

Historically, marketing organizations have taken the lead in driving organizational social strategy. But JP Saunders (Vice President of Product Strategy for Oracle Customer Experience) tells us why customer service interactions must be at the heart of any social initiative for organizations to deliver on their brand promise and grow both top- and bottom-line results.

Read the full article, featuring JP Saunders's interview here

Get Trained in RightNow at Oracle University when it suits you

Oracle RightNow applications provide a service enterprise platform to unify web, social and contact center experiences for customers. Learn how to use this cloud-based customer service to build trust, increase sales and adoption and reduce costs with Oracle RightNow training. The courses will:

·         Teach you how this application combines Web, Social and ContactCenter experiences

·         Enable your organization to increase sales and adoption

·         Show you how its Cloud infrastructure supports over 2 billion global transactions per day

Choose the relevant category on the Oracle RightNow training webpage page to view the suggested courses.

Some are available in a Training On Demand format - a streaming video recording available for 90 days, 24 hours a day, 7 days a week, enabling you to train when it suits you and remain (partially) billable:

·         RightNow Analytics

·         RightNow Chat Cloud Service Administration

·         RightNow Customer Portal Design & Contact Center Experience Designer Administration

·         RightNow Customer Portal for Developers

·         RightNow Customer Service Administration

·         RightNow Integration and Customization For Developers

Remember that your OPN discount is applied to the standard prices shown on Oracle University’s website.

Get in contact with your local Oracle University team for more information and assistance

Oracle Cloud Services Resell Program now open!

I am delighted to inform you that the OPN Cloud Services Resell Program is now formally released.

You can start applying to the Fusion CRM (see details and application page here) and/or RightNow (see details and application page  here) resell rights as of Today. Other Oracle SaaS solutions (SRM, Eloqua, OPA,…) will be later added to the program.

Please let me know if you have any question. Richard Lefebvre

Wednesday Aug 07, 2013

5 Ways to Demonstrate Value to Your Customers

The marketer extraordinaire wears many hats, manages a variety of channels, and is challenged to understand the ongoing technological developments changing the way buyers and customers interact with brands.

You’ve heard the word on the street: ‘The buyer is in control.’ Your marketing has to be ‘customer centric.’ And I can’t say it enough: take a cue from Carly Simon and don’t be vain!

In this Eloqua blog post, Amanda Batista talks about marketing efficiency and shows 5 marketing musts to demonstrate value to customers

Monday Aug 05, 2013

RightNow Customer Portal Cloud Service Customization Training from Oracle University

Oracle University’s course: RightNow Customer Portal Cloud Service Customization for Developers has just become available in both an In Class and Live Virtual Class format.

This 3-day course focuses on Customer Portal, the web site site that customers access for self-support. You will begin by learning basic customizations that do not require programming skills, but can be accomplished through configuration settings and simple editing of text files. These types of customizations can be used to brand Customer Portal so that it reflects the look-and-feel of other pages within an enterprise's web site.

The course proceeds to more complex customizations that require JavaScript and PHP scripting, event handling, and implementation of the Model-View-Controller pattern. Using these tools, you will write customized widgets that can add new functionality to pages, including providing customized access to data from the knowledge base. Finally you will create a practical new widget and display it on a customized page.

At the end of the course you will be able to:

·         Change the template and/or the theme applied to a page

·         Use the CI Admin page to stage and deploy page customizations

·         Change page and/or template content with widgets, message bases, and conditions

·         Use sprites

·         Customizing existing widgets

·         Place syndicated widgets on pages served from non-Oracle servers

·         Make widgets react to events

·         Write custom controllers

·         Create new widgets

·         Customize Customer Portal with configuration settings

·         Access data from the RightNow knowledge base from widgets

Remember that your OPN discount is applied to the standard prices shown on the website.

Get in contact with your local Oracle University team for more information, to request course dates and for assistance.

Oracle Customer Experience Momentum Expands Worldwide

Global Organizations Reaping Benefits of Embracing Oracle CX Solutions

Customers want simple, consistent, and relevant experiences across all channels, touchpoints, and devices. Creating a great customer experience means delivering these qualities consistently over time across the entire customer lifecycle. Exceptional customer experiences create the loyalty, advocacy, and repeat business that drives success. Customer experience (CX) remains a huge priority for global organizations to not only meet consumer demands, but also to increase revenue.

Oracle’s customer experience solutions help companies and organizations transform their existing operational systems and infrastructure into a differentiated customer experience across the customer lifecycle preventing revenue loss and increasing customer satisfaction. Many companies are choosing Oracle CX to help them take their ever more important customer experience to the next level.

Read the entire article about Oracle CX Solutions momentum here.

CX Solutions Brief

Global CX Survey Microsite

Friday Aug 02, 2013

Oracle Social Relationship Managament Products Platform Demos

In a collection of 18 YouTube short videos, you can get a complete view of Oracle Social Relationship Management Platform Products.

Check the most complete market SRM suite and get ready to boost your CX business with it!

New Partner Marketing Kit - Oracle RightNow Cloud Service

A new partner marketing kit on OPN (access with your OPN Login):  Oracle RightNow Cloud Service: Serve Your Customers Anywhere.  

This kit can be used by Oracle partners for demand generation activities. Assets in the kit include a partner guidance document, copy blocks, webcasts, infographics, and more. 

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