Monday Sep 30, 2013

Oracle Delivers Enhancements to Industry’s Most Complete Cloud-Enabled Customer Experience

New Social, Mobile and Interactive Capabilities Support Sales, Marketing, Commerce and Service Organizations

News Summary

By connecting every interaction across the entire customer lifecycle, organizations can convert customers into brand advocates by delivering exceptional experiences. To help organizations capitalize on this opportunity for revenue growth, Oracle today announced significant enhancements to the world’s most complete cloud-enabled Customer Experience (CX) solution. The new enhancements to Oracle CX support sales, marketing, commerce and service organizations by delivering a more interactive, social and mobile experience.

News Facts

  • Extending the most complete cloud-enabled customer experience portfolio in the industry, Oracle has delivered updates to the entire Oracle CX portfolio that are available immediately to customers in the Oracle Cloud.
  • With deeper social integrations, extended mobility and user interface enhancements, the new and updated functionality across Oracle CX helps drive down the total cost of ownership for Oracle customers and supports key integrations across a comprehensive portfolio of user-friendly, cloud-based solutions.
  • Infused with best-of-class social capabilities and built around best-in-class sales, marketing, commerce, service and industry solutions, the Oracle CX portfolio helps customers definitively differentiate themselves across all channels, touch points and interactions.

Oracle Sales Cloud

  • Oracle Sales Cloud enables Smarter Sales – Empowering sales reps to sell more, managers to know more, and organizations to grow more.
  • Updates and enhancements to the Oracle Sales Cloud enable sales organizations to sell more to benefit from:
  • A Simplified User Experience: New capabilities in Oracle Sales Cloud helps minimize training and on boarding time for sales representatives.
  • Improved Mobility: Field sales representatives are constantly on the go and Oracle Sales Cloud applications seamlessly work on both smartphones and tablets across iOS, Android and Blackberry platforms.
  • Increased Configurability: New enhancements include improved configuration and an integration tool with a visual drag and drop user experience from one single place for both web and mobile applications.
  • Oracle Marketing Cloud Integration: Now sales reps can quickly get leads, predict buying trends, recommend products, and deliver closed-loop reporting.

Oracle Marketing Cloud

  • Oracle Marketing Cloud enables Modern Marketing – Empowering marketers to engage audiences, know buyers, and drive revenues.
  • Updates and enhancements to Oracle Marketing Cloud enables customers to benefit from:
  • Oracle Marketing Cloud and Social Cloud Integration: Enhances social analytics, tracking, publishing, and custom targeting capabilities that help modern marketers understand, analyze, and engage audiences in order to deliver higher quality leads more efficiently.
  • Rich Mobile Campaigns: Customers can now optimize their buyer’s mobile experience using responsive email, which dynamically tailors content to each mobile device, resulting in richer engagement
  • Eloqua AdFocus: Allows customers to integrate highly targeted messaging through paid media into multichannel campaigns and convert prospects to customers in record time.
  • Eloqua AppCloud: A collection of over 100 ready-to-use marketing apps such as Demand Base and Cvent that allow customers to deliver multichannel campaigns and better understand and engage their buyers, is now available via Eloqua Topliners, the largest open community of modern markers.

Oracle Service Cloud

  • Oracle Service Cloud enables Connected Service - Empowering service reps to understand customer’s needs, solve their problems and delight customers.
  • Updates and enhancements to the Oracle Service Cloud enable customers to benefit from:
  • New Mobility Capabilities: By leveraging Oracle Tap, a native application for iPad that redefines user productivity while agents, specialists, and managers are on the go, Oracle Service Cloud now supports servicing customers when agents are away from their desks.
  • Enhanced Customer Portal: Enhancements allow customers to get service from any device, find mobile content more easily and enhance problem descriptions with images to shorten resolution time.
  • Increase Mobility in Call Centers: A new level of mobility for contact center agents and managers allows for easier upgrades and faster development times through a robust set of public APIs.
  • More Focused Communications: New features help increase community engagement, improve message relevancy and provide ROI reporting tools to increase online revenue and customer satisfaction.
  • Social view of customer service allows for bi-directional view of social service messages and incident resolution.

Oracle Social Cloud

  • Oracle Social Cloud drives Social Engagement – empowering organizations to be engaging on social media, insightful in their interactions and transparent with their customers.
  • Updates and enhancements to the Oracle Social Cloud enable customers to benefit from:
  • Rich Insights into the Content of Social Media Messages: Oracle Social Relationship Management includes listening and monitoring support for Simplified Chinese, Portuguese and Spanish, as well as a major Chinese networks and Latin American site’s Reclame Aqui and Vostu. This includes full support for Oracle’s industry-leading semantic analysis, delivering rich insights into the content of social media messages and enabling international users to easily identify and act on the messages most relevant to them.
  • Advanced Social Commerce and Social Marketing Capabilities: New integration with Oracle Commerce creates a social shopping experience by allowing shoppers to browse for products via social channels and check out using the core commerce site. Customers can also create engaging Facebook applications combining commerce modules and more than 50 engagement modules using the Oracle Social Management platform, all fully customizable through CSS Systems.
  • Unified and Enhanced Customer Care: A new capability in Oracle Social Cloud is Social Service, which routes service tickets from Oracle Social Cloud to Oracle Service Cloud systems for real time customer care.
  • Oracle Marketing Cloud and Sales Cloud Integration: Now customers can score and quickly deliver leads to sales, predict buying trends, recommend products, and deliver closed-loop reporting to assess marketing spend effectiveness.

Supporting Quote

“Organizations need to be able to easily establish the operational systems and infrastructure that is required to deliver simple, integrated and relevant experiences across all channels and touch points,” said Ken Volpe, senior vice president, Oracle Product Development. “With the social, mobile and interactive enhancements across the Oracle CX portfolio, we are in a better position than ever to help organizations create great customer experiences. Our customers can take advantage of the new capabilities immediately in the cloud to meet customer demands and increase revenue.”

Supporting Resources

Oracle Adds 10 New Services to Oracle Cloud, Expanding the Industry’s Most Comprehensive Cloud Portfolio

News Summary

As organizations of all sizes move more of their information systems to the cloud, Oracle is expanding the number of Oracle Cloud services to strengthen its position as the industry’s most comprehensive public cloud. Oracle Cloud offers a broad range of modern, functionally rich and integrated services running in a secure, enterprise and standards-based cloud platform. With new Application, Platform, and Infrastructure Services announced today, Oracle is helping customers and partners further capitalize on the power of cloud computing.

News Facts

  • Extending the industry’s broadest and most advanced cloud portfolio, Oracle today introduced 10 new Oracle Cloud services for its customers and partners.
  • The new services expand Oracle’s comprehensive portfolio of Application, Social, Platform and Infrastructure Services and are all available on a subscription basis.
  • Unlike other clouds that offer services in one or two layers, Oracle Cloud is the only cloud that delivers a broad portfolio of integrated services across applications, social, platform and infrastructure.
  • Oracle Cloud provides the industry’s most complete suite of modern, enterprise SaaS applications including Human Capital Management, Customer Experience, and Enterprise Resource Management, with built-in business intelligence, social and mobile capabilities.
  • Oracle offers customers and partners choice and flexibility in where they deploy Oracle software: in traditional on-premise data centers, private clouds, Oracle Cloud and other public clouds.
  • Oracle Cloud continues to show strong adoption, supporting 9 million users and 19 billion transactions each day, running on 7,000 servers and 200 petabytes of storage in 13 data centers around the world.
  • Oracle Cloud partners will be able to refer and resell the new Oracle Cloud Platform and Infrastructure services through the existing Oracle PartnerNetwork (OPN) Cloud programs, enabling them to deliver a comprehensive portfolio of Application, Social, Platform and Infrastructure cloud-based services to their customers.

Latest Additions to Oracle Cloud Services Portfolio

Oracle announced 10 new Oracle Cloud services, including:

  • Compute Cloud: Enables customers to leverage elastic compute capabilities to run any workload in the cloud. It is secure, enterprise-grade, fully configurable and provides robust monitoring capabilities.
  • Object Storage Cloud: Provides users with a highly-available, redundant, and secure object store for persisting large amounts of unstructured data.
  • Database Cloud: Provides full control of a dedicated database instance and supports any Oracle Database application, giving users greater flexibility and choice over the level of managed services provided by Oracle.
  • Java Cloud: Provides Oracle WebLogic Server clusters for deployment of Java applications and gives full administrative control over the service with automated backup, recovery, patching and high availability capabilities.
  • Business Intelligence Cloud: Enables users to analyze data with visual, interactive dashboards for the Web and mobile devices. Provides self-service data loading, modeling, analysis, and application administration capabilities in the cloud without the assistance of IT.
  • Documents Cloud: Provides a flexible, self-service file sharing and collaboration solution with mobile and desktop sync, robust security, and integration with on-premise and cloud applications.
  • Mobile Cloud: Simplifies enterprise mobile connectivity, enabling enterprises to build any application, for any device connected to any data source with enterprise-grade security.
  • Database Backup Cloud: Enables businesses to backup Oracle Databases to the Oracle Cloud.  Also allows replication of backups from the Oracle Database Backup Logging Recovery Appliance to Oracle Cloud.
  • Billing and Revenue Management Cloud: Enables enterprises with robust and highly scalable subscription billing to capture recurring revenues from new services.
  • Cloud Marketplace: Provides a global marketplace where partners can publish applications and customers can browse through and discover new solutions to address their business needs.

These new services join the following Oracle Cloud services:

  • Oracle Cloud Application Services portfolio includes Global HR Cloud, Talent Management Cloud, ERP Cloud, Supply Chain Management Cloud, Sales Cloud, Marketing Cloud, Service Cloud, Enterprise Planning Cloud, and Financial Reporting Cloud.
  • Oracle Cloud Social Services portfolio includes Oracle Social Network, Social Marketing, Social Engagement and Monitoring, and Social Data and Insight.
  • Oracle Cloud Platform Services portfolio includes Database Cloud, Java Cloud, and Developer Cloud.
  • Oracle Cloud Infrastructure Services portfolio includes Storage Cloud and Messaging Cloud.

Supporting Quotes

“To realize the true benefits that cloud computing offers, organizations need access to flexible, reliable and secure cloud services that are designed to meet their specific business needs,” said Thomas Kurian, executive vice president of product development, Oracle. “With the broadest selection of enterprise-grade cloud solutions in the world, Oracle is uniquely positioned to meet this demand. With an expanding portfolio of functionally rich, integrated and secure enterprise cloud services, Oracle continues to lead the cloud computing industry by delivering instant value to both business users and developers.”

Supporting Resources

Sign up - Oracle Cloud
Learn more – Oracle Cloud
Join the Oracle Cloud online communities: Twitter, Facebook and blogs

Oracle Cloud Solutions

Oracle provides the industry’s broadest and most complete portfolio of public, private and hybrid cloud offerings. The Oracle Cloud delivers a broad suite of subscription-based, enterprise-grade Application, Social, Platform, and Infrastructure Services.  Oracle also provides a comprehensive portfolio of cloud products and managed cloud services for IT providers to build and manage clouds.

Oracle Commerce (ATG, Endeca) powers many of the 2013 Top 50 Online Retailers

In a recent article, www.business2community.com ranked the consumers' favorite Online Retailers based on a survey involving more than 5'000 participants.

The undisputed Online Commerce solutions, leader, Oracle Commerce (ATG & Endeca) powers many of the Top 50 Online Retailers including Kohls, BestBuy, Target, JCPenney, Land’s End, Home Depot, Bed, Bath & Beyond, American Eagle Outfitters, newegg.com, Lowe’s, Nike, Express, Costco, TJMaxx, Sam’s Club and Dillard’s.

Friday Sep 27, 2013

Why CEOs Must Become Customer-Experience Evangelists

Oracle President Mark Hurd was recently invited to join the LinkedIn Influencers network. This week, he published his latest blog, “Why CEOs Must Become Customer-Experience Evangelists.”

In this new article, Mark writes, “CEOs have to make it their mission to completely re-architect how they think about the core applications that run their core business processes, from purchasing all the way out to CX. Because the demographics of business have been  turned upside down: instead of business technology defining the rules of engagement, today’s marketplace is dictated by consumers wielding powerful new technologies and wildly new buying habits that are being absorbed by all age groups. Plus, it’s happening across the globe".

Tuesday Sep 24, 2013

Oracle Eloqua Fall 2013 Release

The Oracle Eloqua Fall 2013 release is out.

  • Reporting on custom objects (formerly CDOs or data cards) in Eloqua Insight
  • Closed Loop Reporting for Oracle Sales Cloud 
  • AdFocus
  • Oracle SRM Social Ad Integration
  • Support for 1st party cookies (beta)
  • Integrated sales & marketing funnel report (beta)
  • Support for multiple contacts with the same email address (beta)
  • And much more....

For more details about the Oracle Eloqua fall 2013 release, please contact your local Eloqua Sales Representative or richard.lefebvre@oracle.com

Oracle Cloud Marketplace Provides Customers with Access to a Wide Variety of Partner Applications to Extend Oracle Cloud

New Global Cloud Marketplace Gives Partners an Opportunity to Reach Oracle Customers

SAN FRANCISCO, CA--(Marketwired - Sep 24, 2013) - ORACLE OPENWORLD -- Oracle (NYSE: ORCL)

News Summary
With the proliferation of cloud, mobile, and social technologies, organizations want easy access to innovative, trusted business applications. To meet this demand from customers and create new opportunities for partners, Oracle has introduced the Oracle Cloud Marketplace. Featuring more than 100 business applications developed by Oracle partners, the Oracle Cloud Marketplace enables Oracle Cloud customers to easily browse, evaluate, and buy trusted business applications. Leveraging Oracle Cloud Platform Services, Oracle partners can quickly build applications, extend and integrate with Oracle SaaS applications, and publish their applications on the Oracle Cloud Marketplace to reach Oracle customers.

News Facts

  • Continuing its commitment to offer the industry's broadest and most advanced cloud portfolio, Oracle introduced the Oracle Cloud Marketplace, a global marketplace where partners can publish applications and customers can browse through and discover new solutions to address their business needs.
  • Featuring a large collection of business applications developed by Oracle partners, the Oracle Cloud Marketplace enables customers to easily find, evaluate, and buy innovative applications that extend their Oracle Cloud solutions.
  • Currently, the range of applications available cover channel management, lead generation, data quality, reporting, productivity tools, quoting, contract management, forecasting, sales incentives, and compensation management.
  • The Oracle Cloud Marketplace helps Oracle Cloud customers find the best applications to meet their needs through an easily searchable interface. Applications are listed along with all the relevant details to help customers determine their value for their organizations, including user ratings and reviews.
  • Helping Oracle partners leverage the latest in cloud technologies to grow their businesses, the Oracle Cloud Marketplace enables partners to quickly and easily develop, integrate, publish, and monetize their applications.
  • The Oracle Cloud Marketplace brings a new cloud applications distribution channel to Oracle partners, enabling them to reach Oracle's customer base and a larger market, grow their business, and extend their success in the cloud.
  • Leveraging the Oracle Cloud Platform Services, partners can build new types of cloud applications and accelerate application development with a functionally rich, standards-based, secure, enterprise platform. 
  • Additionally, partners can leverage native integration with Oracle Cloud SaaS applications. 
  • With the Oracle Cloud Marketplace, Oracle Cloud customers and partners can reap the benefits of trusted applications to drive critical business units, including sales and marketing; customer service and support; finance and operations; human resources; and software development.
  • The Oracle Cloud Marketplace is the latest addition to the Oracle Cloud, the industry's broadest enterprise-grade public cloud, including Application, Social, Platform, and Infrastructure services. 

Supporting Quotes

  • "To remain competitive in today's highly connected business environment, organizations are increasingly adopting innovative cloud applications to support their everyday business operations. Oracle partners can leverage Oracle Cloud Platform Services to quickly build applications, extend and integrate with Oracle Cloud SaaS applications, and give our customers the best and most complete cloud experience," said Steve Miranda, executive vice president of Applications development, Oracle. "The Oracle Cloud Marketplace is specifically designed to help organizations quickly and easily find, evaluate, and purchase the applications they need to reach their business goals. As the perfect distribution channel for cloud applications, it also creates exciting opportunities for our partners by enabling them to easily develop, integrate, publish, and monetize their innovative applications."
  • "The Oracle Cloud Marketplace was a natural place for BigMachines to list its products and services," said Christopher Shutts, co-founder, BigMachines. "BigMachines's enterprise-grade quote-to-cash capabilities complement the Oracle Sales Cloud and the Oracle Enterprise Resource Planning Cloud allowing us to completely cover our customers' lead-to-cash requirements."
  • "ReadyTalk puts a lot of time and energy into making it easy for marketers to integrate webinar data into the Oracle Marketing Cloud so they can save time, follow-up faster, and ultimately achieve better results. We're in a crowded and competitive space, so it's often a challenge to get our message heard," said Anita Wehnert Director of Strategic Partnerships, ReadyTalk. "Listing our app on the Oracle Cloud Marketplace helps us reach new prospects, differentiate our offering, and create new revenue opportunities."
  • "The link between sales force automation and sales incentive compensation, such as Xactly Incent, is critical as it allows customers to access and analyze information that materially improves customer experiences and positively impacts sales," said Scott Broomfield, Chief Marketing Officer, Xactly Corporation. "Xactly's participation in the Oracle Cloud Marketplace further extends our reach in the Oracle community and enables Oracle customers to confidently deploy Xactly alongside the Oracle Sales Cloud. We look forward to leveraging the power of the Oracle Cloud to further extend the world wide cloud computing ecosystem."

Supporting Resources

For more information about Oracle Market Place, please contact richard.lefebvre@oracle.com

Monday Sep 23, 2013

Service Experience (BPO) Platform by Infosys

Industrial and complex original equipment manufacturers (OEMs) see great market potential and growth in the post installation/ commissioning services space. However, there are numerous challenges that OEMs face in scaling up the service business. Most of them believe that field service optimization is core to improving their competitive positions. Disjointed business processes represent the most formidable challenge to succeed in field service optimization, with many best-in-class enterprises seeing this as a key obstacle.

 

The Service Experience Platform offering is a comprehensive and innovative offering that provides end-to-end solution for the services business. The process scope starts from the identification of the issue at the point of service to the closure of the service call either through the generation of the invoice (for non-planned Work) or with the closure of the service request upon confirmation received via signature capture (for planned work). 

With just few easy clicks on the handheld, the field technicians can actually process their transaction. This eventually helps reduce the overall time and effort involved in the complete process till customer invoice.

 

The offering is built using Oracle Siebel CRM Open UI that helps deploy mobility screens per client requirements as well as seamless integration with ERP and Product Lifecycle Management (PLM) systems through Oracle Fusion Middleware based integrations. The solution stack comprises of:

  • Oracle Siebel CRM – Siebel Contact Center and Service, Oracle Real-Time Scheduler (ORS), Siebel Open UI
  • Tech and Infra - SOA Suite, AIA Foundation Pack

Solution offered on an application-as-a-service model i.e. Infosys managed bundled services comprising Oracle application software licenses, Oracle implementation services, application and database instance infrastructure hosting, infrastructure services, Oracle maintenance and upgrade services – all delivered on the cloud. Solution is available on the cloud ensures that there is zero upfront capital investment required from the client.

The solution pricing is Opex based on a pay per use model with fixed equal monthly installments – this helps customers reduce / avoid a huge upfront capital expenditure to get the deployment up and running.

 

For more details about Infosys Service Experience BPO solution, contact Somnath_Majumdar@infosys.com

For more details about Oracle BPO (BPS) offerings and licensing, contact richard.lefebvre@oracle.com

 

 

Wednesday Sep 18, 2013

Oracle Service Cloud (RightNow) Integration with Oracle Siebel Service: a White Paper for Partners

Oracle’s acquisition of RightNow (Oracle Service Cloud Service or Oracle Service Cloud) presents Oracle customers, including those with Siebel deployments, with a unique opportunity to leverage Oracle Service Cloud functionality with their existing Siebel Contact Center and Service functionality. As an industry leading cloud multi-channel service and support solution, Oracle Service Cloud complements the robust on premise functionality provided by Siebel Service. By leveraging both solutions in an integrated fashion, customers can drive improved customer acquisition, retention, and efficiencies.

Oracle Service Cloud (RightNow) Integration with Oracle Siebel Service: a White Paper for Partners

The concepts set forth in this document provide guidance for customers who plan to integrate Oracle Siebel Service/Contact Center and Oracle Service Cloud. Customers can incorporate the concepts and methodologies illustrated here as part of their own or partner-assisted efforts in an integration project.

This paper will discuss numerous integration approaches and several use cases that highlight the value of integrating Oracle Service Cloud Web Self Service (Customer Portal) with Siebel Contact Center to deliver a multichannel customer service experience. These solutions and use cases are based on two Oracle components:

 Oracle Service Cloud release 13.2 or later

 Oracle Siebel CRM release 8.1.1.9 or later

You can access this White Paper from the Oracle RightNow CX Cloud Service Knowledge Zone or directly here

New Oracle Study Reveals 97% of Executives Place High Importance on Becoming a Socially Enabled Enterprise

To demonstrate how organizations are leveraging social technologies and practices, Oracle partnered with Social Media Today and Leader Networks to survey more than 900 marketing and technology executives from organizations around the world. The results showed that transitioning to a socially enabled enterprise, also known as a social business, is a key priority for business executives. The study also highlighted the challenges organizations need to overcome to realize the potential of social technologies and practices.

Read the full report here and contact richard.lefebvre@oracle.com if you would like to speak with an Oracle Social Relationship Management specialist.

Monday Sep 16, 2013

Managing the Complete Customer Journey - An Harvard Business Review Webinar

Many companies recognize the importance of customer experience and emphasize a few select “customer touchpoints.”

Join HBR for a free webinar on September 17th as co-authors, Alex Rawson, Ewan Duncan, and Conor Jones, share insights about the importance of managing the entire customer experience. See program and register here

The truth about the Oracle - Salesforce.com agreement: read this Gartner report!

There have been numerous questions and rumours - not to say fuzz - about the recent Oracle agreement with Salesforce.com, which was including statements regarding the usage by Salesforce.com of Oracle products, as well as the limited usage by Oracle of some Salesforce.com products, especially in support of the recent acquisition of Eloqua.

A recent report by Gartner Group is claryfing all these questions and highlight the low impact of this agreement on existing customers or customers evaluating the respective CRM SaaS solutions, confirming the Oracle strategy around Oracle Sales Cloud which is now on par with (and even ahead of) market's leaders in terms of architecture and functionality.

 

Thursday Sep 12, 2013

Innovation in Practice: Boosting Mobile Shopping (video)

This 1'16" video shows how a global retail company boosted mobile shopping by 300% and built customer loyalty

Crossing the Customer Experience Chasm: an OpenWorld session for you!

Why is it that although 91 percent of executives want to be considered customer experience leaders, only 38 percent of them have started on any CX initiative within their company? In this #oow13 session, you’ll learn best practice strategies for overcoming obstacles and turning your #CX ideas into action: http://bit.ly/15d3Utk

Customer Service Gets Social

Customers today demand service the way they want it—through all channels, including social. Social media is a service channel built by customers on their terms.

A key step in executing an effective social media strategy is to start with your vision for #social customer service. Ask yourself and your team a few questions. The journey starts with those simple facts about Customer Service interactions with Social Medias, continues with this 2 pages check list and ends up with the market's best of breed Social and Service solutions delivered exclusively by Oracle.

Oracle Sales Cloud Is Secret Sauce Behind Oracle's Commercial Success

After going live on its own Oracle Sales Cloud application one year ago, Oracle now relies on a single global deployment of its SaaS CRM tool to support its global sales operations—from opportunities to accounts to territories in 145 countries around the world.

In this Forbes article, Rod Johnson, Oracle Group Vice President, Applications and Industries Solutions Group, reviews what makes Oracle Sales Cloud a driver of sales growth.

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