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November 2013

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Product Release: Social, Mobile, and Interactive Capabilities Enhance Oracle’s Cloud-Enabled Customer Experience Solutions

Oracle recently announced enhancements to the Oracle Customer Experience portfolio that are available immediately to customers in the Oracle Cloud. The new enhancements to Oracle Customer Experience Cloud support service, sales, marketing, and commerce organizations by delivering a more interactive, social, and mobile experience.

“With the social, mobile, and interactive enhancements across the Oracle Customer Experience 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,” says Ken Volpe, senior vice president, Oracle Product Development.

Deliver the Best Experience, No Matter Where the Customer Touches Your Brand
Oracle Customer Experience Cloud helps you strengthen relationships with your customers through a platform that optimizes relevant engagements, improves service consistency, and ensures repeatable quality for each experience—so you can differentiate your brand across all channels, touch points, and interactions.

  • Oracle Service Cloud offers new mobility enhancements that allow for service on the go, customer portal enhancements that improve content accessibility and problem resolution times for customers, new features for easier upgrade and faster development, new tools for more-focused and engaging communications, and improved visibility into service conducted via social channels.

  • Oracle Sales Cloud updates include a simplified user interface, better mobility tools that work seamlessly on both smartphones and tablets across platforms, improved configurability, and integration with Oracle Marketing Cloud that helps sales representatives quickly get leads, predict buying trends, recommend products, and deliver closed-loop reporting.

  • Oracle Marketing Cloud integrates with Oracle Social Cloud to deliver better social analytics, tracking, publishing, and custom targeting. New, richer mobile campaigns capabilities include responsive e-mail for dynamically tailoring content to mobile devices, and ad integration capabilities enable the inclusion of highly targeted messaging through paid media into multichannel campaigns. Finally, a collection of more than 100 ready-to-use marketing applications is available via Oracle Eloqua’s Topliners community, helping customers deliver multichannel campaigns.

  • Oracle Social Cloud has a new capability that routes service tickets from Oracle Social Cloud to Oracle Service Cloud for real-time customer care. New listening and monitoring support is available for several languages, and full support for Oracle’s industry-leading semantic analysis enables better social engagement. New integration with Oracle Commerce allows shoppers to browse for products via social channels and check out using the core commerce site, plus capabilities for creating engaging Facebook applications combine commerce modules and engagement modules. And finally, new integration with Oracle Marketing Cloud and Oracle Sales Cloud enhances scoring and lead delivery to sales, as well as prediction of buying trends, and it facilitates product recommendations and closed-loop reporting to assess marketing spend effectiveness.
With deeper social integrations, extended mobility, and user interface enhancements, the new and updated functionality across the Oracle Customer Experience portfolio helps organizations establish the operational systems and infrastructure that is required to deliver simple, integrated, and relevant experiences across all customer channels.

Read the press release.

Learn more about Oracle Customer Experience Cloud.

Try Oracle Cloud today.
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