Friday Aug 29, 2014

Sell More with Outlook Integrated to Oracle Sales Cloud

Sales representatives are more productive managing their information through a program they already know. Create new records. View contacts, customers, leads and opportunities.

Watch this short video to find out more!

How to supercharge Siebel with Open UI - a Boxfusion Consulting and Oracle event - London, Sept 18th

Are you getting the most out of Siebel? At this event dedicated to Siebel Open UI, you’ll see experts from Oracle and Boxfusion demonstrating how you can take full advantage of Open UI and its latest features to enable multiple device support and promote increased usability and adoption throughout your organisation! No matter where you are on the Open UI pathway, from initial discovery through to designing modern, intuitive UI flows that accelerate your business processes, you will find experts who can answer your questions.

Date:  Thursday 18th September

Time: 08.30 - 18.00

Location: Oracle's London City Office (1 South PI, EC2M 2RB)

5 key reasons why you should attend

  1. Understand how Open UI can help you. Gain a clear understanding of what Open UI offers, and the benefits that can be achieved by fully leveraging the power of Open UI in your organisation.
  2. Access to leading expertise. Access to some of the world's leading experts in the Open UI technology with the chance to ask questions and gain insights from their experience.
  3. Demonstrations. See Open UI functionality across internal-facing, external-facing and mobile Siebel applications.
  4. Validation of your approach and thinking. Thought-provoking discussions and demonstrations will give you the opportunity to confirm or adjust your thinking on how Open UI fits within your strategy.
  5. Network and make new connections. Meet people from across a range of industries, as well as the Open UI experts from Oracle and Boxfusion, and learn from their experiences with Open UI.

Who should attend
This event will be particularly useful to CIOs/IT Directors, CRM Programme Managers, Solution Architects, Business representatives who use Siebel and generally anyone who is interested in the possibilities that Open UI provides for building on their Siebel investment.

To find out more information about the event and to register visit http://www.boxfusionconsulting.com/event/siebel-open-ui-forum/ or email events@boxfusionconsulting.com.


 

Thursday Aug 28, 2014

PaaS for SaaS: a special webinar for Oracle EMEA Applications partners - Replay available

With the recent launch of Oracle Platform as a Service, Oracle now gives customers and Systems Integrator the ability to complement their SaaS solutions with Cloud powered customization platform that include Java as a Service and Database as a Service among others.

Join us to discover the Oracle PaaS for SaaS value as well as the business opportunity for Systems Integrators. In this 60’ free webinar specialy designed for our EMEA partners, we will review the following topics:

  • What is the Problem?
  • What is Oracle PaaS
  • Components and Use Cases
  • The PaaS Experience
  • Where to learn more

Wednesday Aug 27, 2014

10 PaaS patterns to extend Sales Cloud. A MUST SEE!

Sales Cloud's Extensibility framework is a robust tool that lets you customize a Sales process to your business need. If the desired customization/extension can be achieved using Extensibility framework, it is advised to go that route. However, there may be cases where declarative customization proves suboptimal in sufficiently addressing the business case. In such an instance, it is beneficial to explore options on PaaS.

In this post by Oracle Niranjan Kumbi, you will be able to look at ten patterns that could be used to extend your sales process using PaaS, illustrated by simple pictures that are making it easy to understand.

The Social Spotlight is Going to Shine on #OOW14

Want to see an example of “busy” and “everywhere”? Then keep an eye on the Oracle Social Cloud team as they head into this year’s Oracle OpenWorld. Famous for their motto of “surely we can tackle even more,” Oracle’s top socializers will be all over Moscone, from the Social Intelligence Center in CX Central to 16+ social track sessions to live demos to comprehensive social coverage.

Oracle Social Cloud will be trumpeting the social business imperative with live, interactive displays and inspiring speakers from Oracle, General Motors, Chevrolet, FleishmanHillard, Nestle, Polaris, Banc of California, CMP.LY and more.

Catch as many of these highlights as you can. You know how we social people love for others to follow us:

  • Social Intelligence Center: Swing by the Oracle SRM “Social Intelligence Center” in CX Central in Moscone West. We don’t know if it will literally make you smarter, but it is a real-world demonstration of how the Oracle Social Cloud’s Social Relationship Management (SRM) platform serves up big data visualizations. Specifically, we’ll be watching the web and social chatter around #OOW14 using advanced analytics and deeper listening. You can see the new graphical representations of social data and global activity, get some great ideas for establishing a Social Intelligence Center at your brand, or see firsthand how the Oracle SRM platform is a mean, modernizing, social management, streamlining machine. And don’t forget to tweet about what you see.
  • “Financial Services: Why Social Media Makes Cents” with Tom Chernaik of CMP.LY; Kevin Salas, Banc of California; and Angela Wells of Oracle Social. Monday, Sept. 29 @ 1:45p.m. [CON8561]
  • “A Sky-High Overview: Oracle Social Cloud” with Meg Bear, Group Vice President of Oracle Social. Tuesday, Sept. 30 @ 10 and 11:45 a.m. [TGS8068]
  •  “Show Me the Money: Building the Business Case for Social” with Holly Spaeth of Polaris; Michelle Lapierre of Marriott; Meghan Blauvelt, Nestle; and Angela Wells of Oracle Social. Wednesday, Oct. 1 @ 11:45 a.m. [CON8551]
  • “Social Relationship Management: Lessons Learned from the Olympics, Super Bowl, Grammys and More” with Jamie Barbour of Chevrolet; Melissa Schreiber of FleishmanHillard; and Erika Brookes of Oracle Social. Wednesday, Oct. 1 @ 1 p.m. [CON8349]
  • “Global Command Centers: Why Social Engagement is Key to Connect with Customers” with Rebecca Harris and Whitney Drake of General Motors; Alan Chumley of FleishmanHillard; and Tara Roberts of Oracle Social. Wednesday, Oct. 1 @ 2:15 p.m. [CON8350]
  • “Whose Customer is this Anyway? Rise of the CCO, the CDO and the “New” CMO” with Jeb Dasteel, Oracle’s Chief Customer Officer (CCO); other C-Suite executives; and Erika Brookes of Oracle Social. Wednesday, Oct. 1 @ 3:45 p.m. [CON8457]
  • “Leveraging Social Identity to Build Better Customer Relations” with Andrew Jones of the Altimeter Group. Thursday, Oct. 2 @ 11:30 a.m. [CON8348]
  • “When Social Data = Opportunity: Leveraging Social Data to Target Custom Audiences” with Michelle Lapierre of Marriott; and Cory Treffiletti of Oracle. Thursday, Oct. 2 @ 12:45 p.m. [CON8554]

Want the most thorough coverage of Oracle Social’s OpenWorld activities imaginable? Then by all means make sure you and your customers friend and follow us on all our channels, including Twitter, Facebook, Google+, and LinkedIn. And subscribe to our daily Social Spotlight podcast!

From Oracle’s Mike Stiles

GM Uses Social to Drive Customer Engagement and Improve CX

Every day more than 500 GM employees engage customers across 400 social media channels. Learn how GM is using Oracle’s Social Intelligence Center to transform itself and its service, marketing, and public relations.

Watch this short yet very interesting YouTube video report about their Social approach and learn how this company promote and protect its brands with the help of Oracle Social solutions.

The power of sales Performance Management in the Cloud

Visit and bookmark the new Oracle Sales Cloud Sales Performance Management dedicated landing page on Oracle.com: oracle.com/spm

It is full of useful information and references around Oracle Sales Performance Management solutions, featuring Fusion Incentive Compensation

Tuesday Aug 26, 2014

Understand, Implement & Succeed with Oracle Sales Cloud – The Enigen Story

The launch of any new business solution from software vendors is always going to have some serious attention from both customers and competitors, and when Oracle Fusion Applications were released at OpenWorld, San Francisco in 2011, there was definite interest and excitement in their new powerful Sales and business Performance Tool.

It was during this OpenWorld that Enigen UK MD Alex Love, decided to invest and implement Oracle Fusion CRM (known now as Oracle Sales Cloud) at Enigen, for Sales, Marketing and Delivery to use on a daily basis. This would provide a clearer picture and alignment of all business units, give clear analytics and reporting for Management and also improve the communication to finance.

Within this article, hear from key Enigen business units about:

  1. The business benefits of Oracle Sales Cloud
  2. The CRM Project Journey taken
  3. How the integration of Oracle’s Marketing Tool has helped improve sales and marketing alignment and success

Discover the Enigen UK experience with Oracle Sales Cloud here!

What’s New for Siebel customers?

There’s a series of ongoing monthly webcasts for Siebel customers that launched last fall. Customers can register for upcoming webcasts and access recordings of previous webcasts from the Oracle.com Siebel Page.  Here’s the schedule of upcoming webcasts:
  • September 11 - Deliver personalized campaigns to improve lead quality
  • October 16 - Listen and engage across social channels to improve results
  • November 13 - Adapt to changing business needs easily.

We’ve created the Siebel CX YouTube channel and have started to populate it with Siebel videos that customers can watch. One of them specifically addresses our continued investment and support of Siebel.

Customers can also access Siebel Customer Success Stories on Oracle.com.  We have over 70 Siebel customer reference assets like case studies and videos available and this will be doubled shortly

The Power of Oracle Siebel Joined By the Agility of Modern Service in the Cloud: a special webinar for EMEA Partners

Why is the cloud becoming so important in today’s customer service ecosystem? How can customers utilize cloud functionality to augment their existing customer service systems with functionality such as web customer self service and cross-channel communications? 

Join this special EMEA CX Partners session as we discuss the recent trends in customer service, and how you can utilize Oracle’s Service Cloud to augment your existing Siebel Service deployments to move toward a truly modern Contact Center.

Date & Time: Monday Sept 8th, 4pm CET (60’)

Agenda: 

  • The Customer Experience and the Cloud
  • CX Portfolio: Spotlight on Oracle Service Cloud
  • Oracle Service Cloud Integrated with Siebel
  • Customer Transformations
  • Path to the Cloud

Speakers: Melinda Uhland, Tiffany Blair and Brenda Harris (Oracle Product Development)

Register here

Extending Oracle Sales Cloud with Oracle Platform-as-a-Service : Free In-Person (Amsterdam) or Remote training for EMEA Partners - October 6th - 9th 2014

Oracle is pleased to inform you and your organization of the 4-day workshop on Extending Oracle Sales Cloud with Oracle Platform-as-a-Service (PaaS). This Invite-Only hands-on workshop will be delivered by Oracle Development at No-Fee to Partners.  The training consists of live Webex presentations, live demo, and hands-on laboratory exercises. Your consultants can particpate in this workshop in person or remotely, which will save travel costs and time. 

October 6th - 9th 2014 - Amsterdam, Netherlands

 

IMPORTANT: This training is only available to Oracle Partners with a current OPN Gold or higher level membership.

This workshop is open to your entire practice, thus we kindly request that you share this announcement within your organization to fully benefit from this free training.

A fully executed Oracle Cloud Services Training Addendum is required for this workshop. If you have not already accepted this addendum, please click here to review and accept the terms and conditions.

What will we cover

This 4-day workshop will cover the following topics:

  • Overview of Oracle Sales Cloud Extensibility
  • Introduction to TCA and Oracle Sales Cloud Data Model
  • Introduction to the Oracle Sales Cloud WebService Interface interface
  • Building WebService Clients for Oracle Sales Cloud
  • Generating Secure WebService Clients
  • Creating Advanced WebService Clients
  • Overview of Oracle Platform as a Service (PaaS)
  • Oracle PaaS extending SaaS Design Patterns
  • Introduction to Oracle ADF
  • Introduction Oracle Sales Cloud Integration with REST
  • Introduction to Oracle Document Cloud
  • PaaS – SaaS Security Considerations
  • Introduction to Oracle Mobile Application Framework (MAF)
  • Oracle Sales Cloud Accelerators and Resources
  • Introduction to Oracle Business Intelligence Cloud Service

Training Format

  • This training will be delivered in-class and remotely via Webex
  • The morning sessions will consist of 3 hours of Webex presentations
  • The afternoon sessions will focus on completing laboratory exercises

Audience

  • Solution Developers
  • Enterprise Architects
  • Technology Consultants
  • Integration Consultants

Expected Outcome

  • Attendees will learn how to Extend Oracle Sales Cloud using Oracle Platform-as-a-Service.

Registration Fee

  • This event is offered FREE of charge to select Oracle Partners.

Register here!

Oracle Sales Cloud Implementation Trainings for EMEA partners: New dates for the Munich session!

The Oracle team is pleased to invite your Oracle CRM Practice to a 5-days hands-on Oracle Sales Cloud Implementation Training. These Invite-Only hands-on workshops will be delivered by Oracle Development at No-Fee to Partners. They will consist of live Webex presentations, live demo, and hands-on laboratory exercises.

You can chose to attend either in-person or remotely (from any country in the World) to any of the scheduled events below.

Participants will have access to an Oracle Sales Cloud environment during training and for a limited time afterwards. Participants should have general skills in implementing and extending CRM applications (e.g. Siebel, Sales Cloud, CRMOD etc.). Training will be delivered remotely and in-person (based on demand). Participants are expected to attend all web-based presentations and complete laboratory exercises every day.

IMPORTANT: A fully executed Oracle Cloud Services Training Addendum is required for this workshop. If you have not already accepted this addendum, please click here to review and accept the terms and conditions.

Oracle Sales Cloud Implementation Training Schedule:

  • Paris,  September 8th, 9am – 5pm CET - Register (for on-site or remote participation)
  • Dubai, September 29th 2014, 9am – 5pm GST - Register (for on-site or remote participation)
  • Stockholm, October 20th 2014, 9am – 5pm CEST - Register (for on-site or remote participation)
  • Munich, November 3rd 2014, 9am – 5pm CET - Register (for on-site or remote participation)
  • Johannesburg, November 17th, 2014 9am – 5pm SAST - Register (for on-site or remote participation)
  • Warsaw, December 8th 2014, 9am – 5pm CEST - Register (for on-site or remote participation)

Oracle Social Cloud Implementation Boot Camp – October 20 – 23 (Chicago, IL)

The Oracle Social Cloud Implementation Boot camp is designed to enable new and existing partners with the product knowledge and training required to provide on-boarding, platform training, and implementation services to clients. 

Details and registration here

Monday Aug 25, 2014

Oracle Service Cloud (aka RightNow) August 2014 is now Generally Available

We are pleased to announce the availability of the Oracle Service Cloud August 2014 Release.

This latest release provides significant new features and capabilities across the Oracle Service Cloud pillar.  Highlights include:

  • Fully-featured collaboration service
  • Optimize agent utilization in Experience Routing
  • Leverage preloaded data with Virtual Assistant
  • Simplify and improve the design delivery and effectiveness of interviews in Policy Automation
  • Providing ODBC & JDBC client-side driver for data-access in Cloud Service Platform
  • And more…

To find out more, please check out these resources:

Key Elements of the Oracle Service Cloud August 2014 Release

In the August 2014 release of Oracle Service Cloud, we continue our commitment to improving and enhancing the Oracle Service Cloud suite of applications in order to empower great customer experiences. 

The August 2014 release provides significant new features and capabilities across the Oracle Service Cloud pillar.  A new level of service collaboration is being delivered through the Cross-Channel Contact Center.  With this fully-featured collaboration service, agents are now empowered to harness the expertise across your organization directly from their Agent Desktop. You will also benefit from new Web Customer Service enhancements to Experience Routing which optimize agent utilization, and with Virtual Assistant, the ability to leverage preloaded data to personalize and anticipate users’ needs without requiring them to first type a question. Policy Automation delivers a new level of functionality to simplify and improve the design delivery and effectiveness of interviews. On the Cloud Service Platform, we are providing ODBC & JDBC client-side drivers for data-access that deliver a seamless out-of-the-boxexperience for data access.  

CROSS CHANNEL CONTACT CENTER

Service Collaboration

Harness the expertise across your organization with robust Service Collaboration.  By providing seamless access to the best resources throughout your team, your service agents can work together to more quickly resolve issues and deliver a higher level of service.  In this release, agents can collaborate directly from the incident workspace without leaving the agent desktop and can collaborate anytime and anywhere with mobile collaboration apps.  Service-specific functionality enables frequent collaborators to prioritize their conversation participation based on urgency and business priority.  Agents stay informed with real time capabilities such as activity streams and integrated notification alerts on important posts.  Along with enhancing the productivity and efficiency of your agents, you can harness undocumented knowledge present in your organization and make information more accessible to the whole organization for future inquiries.

WEB CUSTOMER SERVICE

Chat - Experience Routing Optimized Assignments

With Experience Routing we streamlined the implementation of skills based routing.  In this release, you will improve the responsiveness to your customers by evenly distributing the workload to optimize your agent utilization when assigning chats. For example, if there are multiple qualified agents available to take a chat, we assign the chat to the agent who is handling the fewest number of simultaneous chat sessions.  The addition of reporting on queue performance by profile gives you a better understanding of how different agents groups perform against skill types. Also, enhanced trend reporting enables you to detect trends in changing skill and staffing requirements.  

Virtual Assistant - Extensions for Dialog Personalization

Virtual Assistant enables your customers to have a conversation that offers personalized and engaging human-like interactions.  The improved integration capabilities in this release enable you to ‘inject’ personal and contextual information from other data sources at the point of initiation in order to influence the content and direction of the dialog flows.  This allows you to start the interaction by anticipating likely user needs, reflecting your understanding of what the user is experiencing, rather than a generic ‘How may I help you?” type of prompt.

POLICY AUTOMATION

Improved Interview Experience

Further improvements to the interview experience for easier and more effective dynamic interviews.  The enhanced layout provides the ability to embed images, organize the design of the layout with a side-by-side view and intuitively show or hide controls.  In this release we have also streamlined the ability to audit interviews. You now have the ability to store and view decision reports in the Agent Desktop or any connected application, and to capture evidence you can simply choose and upload any document.

Greater Modeling Productivity

To improve the modeling of interviews, in this release we introduce collaborative modeling to enable designers to work together on the same project. This prevents any conflicting changes and shows what has changed and why. 

Sample Projects

We have added even more sample projects to help you effectively build a business case, quickly get new interviews started and enhance existing interviews.

Integrate to Any Application

The new Web Service Connector allows you to securely integrate interviews with any application and easily map policies onto the data model of other applications all through a standards-based integration.

To further facilitate deployment efficiency you will find a new and simplified Hub user interface that provides a view of separate histories for project changes and deployments as well as the ability to centrally manage and review data service connectivity.

SERVICE CLOUD PLATFORM

Managed ODBC & JDDBC

We are pleased to announce the availability of ODBC & JDBC data access capabilities in this release.  The most common cloud integration scenarios start with data access.  ODBC & JDBC are client-side drivers for data-access that deliver a seamless out-of-the-box experience for data access.   These drivers allow common off-the-shelf software to query, extract, and report on data that lives in the Oracle Service Cloud.  3rd party reporting tools, analytics, data integration tools, visualization tools, spreadsheets and more can gain immediate access to your data. These new ODBC & JDBC drivers for Oracle Service Cloud offer greater data access convenience, flexibility, and compatibility.

A complete list of enhancements to Oracle RightNow Service Cloud can be found in the August 2014 Release Notes

UPGRADES

If your customer is interested in upgrading, please refer them to these resources:

To stay up to date on new releases, events, and other important news, please be sure to subscribe to News and Announcements on the RightNow Community.

Does Your Customer Engagement Create an Ah Feeling?

Companies that successfully engage customers all have one thing in common. They make it seem easy for the customer to get what they need. No one would argue that brands don’t want to leave customers with this “ah” feeling. Since 94% of customers who have a low-effort service experience will buy from that company again, it makes financial sense for brands.1

Some brands are thinking differently about how they engage their customers to create ah feelings. How do they do it?

Toyota is a great example of using smart assistance technology to understand customer intent and answer questions before customers hit the submit button online. What is unique in this situation is that Toyota captures intent while customers are filling out email forms. Toyota analyzes the data in the form and suggests responses before the customer sends the email. The customer gets the right answer, and the email never makes it to your contact center — which makes you and the customer happy.

Most brands are fully aware of chat as a service channel, but some brands take chat to a whole new level. Beauty.com, part of the drugstore.com and Walgreens family of brands, uses live chat to replicate the personal experience that one would find at high-end department store cosmetic counters. Trained beauty advisors, all with esthetician or beauty counter experience, engage in live chat sessions with online shoppers to share immediate advice on the best products for their personal needs. Agents can watch customer activity online and determine the right time to reach out and offer help, just as help would be offered in a brick-and-mortar store. And, agents can co-browse along with the customer helping customers with online check-out. These personal chat discussions also give Beauty.com the opportunity to present products, advertise promotions, and resolve customer issues when they arise. Beauty.com converts approximately 25% of chat sessions into product orders.

Photobox, the European market leader in online photo services, wanted to deliver personal and responsive service to its 24 million members. It ensures customer inquiries on personalized photo products are routed based on agent knowledge so customers get what they need from the company experts. By using a queuing system to ensure that the agent with the most appropriate knowledge handles the query, agent productivity increased while response times to 1,500 customer queries per day decreased. A real-time dashboard prevents agents from being overloaded with queries. This approach has produced financial results with a 15% increase in sales to existing customers and a 45% increase in orders from newly referred customers.

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