LAS VEGAS, April 26, 2017 /PRNewswire/ -- Modern Customer
Experience 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 service professionals 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 Cloud, Oracle Sales Cloud,
Oracle CPQ Cloud, Oracle Commerce Cloud, Oracle Service Cloud and
Oracle Social Cloud.
About Oracle
Oracle offers a comprehensive and fully
integrated stack of cloud applications and platform services. For
more information about Oracle (NYSE:ORCL), visit
www.oracle.com.
Trademarks
Oracle and Java are registered trademarks
of Oracle and/or its affiliates. Other names may be trademarks of
their respective owners.
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SOURCE Oracle