Oracle Introduces a Smarter Approach to Customer Experience Management

Oracle
Introduces a Smarter Approach to Customer Experience Management

Chatbots,
artificial intelligence and enhanced mobile, video and messaging capabilities
empower customer experience professionals to transform existing business
processes

Modern
Customer Experience 2017, Las Vegas – April 26, 2017 – Oracle
today announced a series of new innovations within the Oracle Customer
Experience (CX) Cloud Suite. By combining innovative new technologies such as
chatbots and artificial intelligence with enhanced mobile, video and messaging
capabilities, the latest updates to Oracle CX Cloud Suite enable commerce, marketing, sales and serviceprofessionals
to reduce IT complexity, provide innovative customer experiences and deliver
tangible business results.

Digital
technologies have fundamentally changed how customers interact with brands and
now a new generation of innovations, such as artificial intelligence and the
Internet of Things (IoT), are reaching the mainstream. With the latest
enhancements to the Oracle CX Cloud Suite, Oracle empowers customer experience
professionals to take a smarter approach to managing digital business
transformation. The latest enhancements include updates to commerce, marketing,
sales and service applications within the Oracle CX Cloud Suite.

Chatbot
Innovations

Innovative
chatbot capabilities enable new customer experiences by asking and
intelligently answering customer questions on both text and voice-driven
platforms such as Facebook Messenger and Amazon Alexa. Marketing professionals
can take advantage of chatbot capabilities for their cross-channel marketing in
order to enhance larger, marketer-orchestrated customer journeys. Service
professionals can benefit from the conversational style of a new Virtual
Assistant to provide differentiated customer self-service experiences, as well
as to improve response and resolution times across chat and messaging channels.
Sales professionals can leverage a new Virtual Assistant that improves sales
productivity by acting as a mobile, voice-driven assistant that automates
common sales tasks such as account search, transaction creation and
updates.  

Artificial
Intelligence Innovations

New
artificial intelligence based customer experience apps empower commerce,
marketing, sales and service professionals to deliver smarter experiences
across the customer lifecycle. The new Adaptive Intelligent Apps for CX
uniquely blend first-party and third-party customer data with sophisticated
decision science and machine learning, to help organizations optimize customer
experiences and business outcomes.

Adaptive
Intelligent Apps for CX embed within existing Oracle CX Cloud Suite commerce,
marketing, sales and service applications. This ensures that business
professionals are able to achieve immediate impact and value. For further details, see Adaptive
Intelligent Apps for CX announcement.

Mobile,
Video and Social Messaging Innovations

Enhanced
mobile, video and social messaging capabilities help customer experience
professionals transform existing business processes to meet the increasing expectations
of empowered customers. New video and social messaging capabilities for service
professionals power next-generation customer service strategies by enabling
customer service agents to interact with customers across WeChat, Facebook
Messenger and video channels. New mobile capabilities for sales professionals
maximize productivity for sales reps, managers and partners with a
voice-activated, task-based and role-based user experience. In addition, sales
professionals now have the flexibility to use Windows Surface tablets, as well
as iOS and Android devices, and take advantage of full offline capabilities to
create and edit sales data without a cellular or Wi-Fi connection.

“These
enhancements to the Oracle CX Cloud Suite underscore our commitment to an
innovation-driven approach to software development and delivery across our
entire platform,” said Rondy Ng, senior vice president, Application
Development, Oracle. “By combining new mobile, video and messaging capabilities
with the latest innovations in chatbots, artificial intelligence and IoT, we
are uniquely able to help organizations of all sizes drive innovation and
business transformation. We are committed to helping organizations meet the
demands of empowered customers for seamless, personalized and immediate
experiences today and in the future.”   

Part
of Oracle Applications
Cloud, Oracle CX Cloud Suite
empowers organizations to take a smarter approach to customer experience
management and business transformation initiatives. By providing a trusted
business platform that connects data, experiences and outcomes, Oracle CX Cloud
Suite helps customers reduce IT complexity, deliver innovative customer
experiences and achieve predictable and tangible business results. The Oracle
CX Cloud Suite includes Oracle
Marketing Could, Oracle Sales Cloud, Oracle CPQ Cloud, Oracle
Commerce Cloud, Oracle
Service Cloud and Oracle
Social Cloud.