AUSTIN, Texas, Feb. 10, 2021 /PRNewswire/ -- To help
organizations create dynamic and memorable experiences for their
customers, Oracle today announced the latest updates to Oracle
Cloud Customer Experience (CX). The latest updates to Oracle Sales,
Oracle Service, and Oracle Marketing help organizations accelerate
sales cycles, resolve customer service inquiries faster, and
develop engaging loyalty programs that can grow customer lifetime
"Customers aren't afraid to walk away after a single bad
experience and that reality means organizations have to empower
their sales, marketing, and customer service teams with the data
they need to make every customer interaction matter," said
Rob Tarkoff, executive vice
president and general manager, Oracle Customer Experience. "These
new innovations are a testament to our continuous investments in
our products and customers to help them sell more, deliver relevant
service, and build loyal customer relationships."
The latest updates within Oracle Customer Experience (CX)
New B2B Selling Capabilities: Help
sellers improve efficiency and accelerate sales
cycles by providing a more prescriptive sales
experience and removing tedious data entry tasks.
- Voice Capabilities: A new digital assistant allows
sellers to talk to their CRM system and use voice commands on a
mobile device to create follow-up tasks, add an attachment to an
account, record an update to an account, and more.
- Streamlined Quoting: Sellers now have the ability to
search, view, and manage complex quotes on one screen via desktop
or a mobile device, eliminating the need to toggle between data and
- Communications Industry: A new Buy application in
Digital Experience for Communications helps communication
service providers give customers more relevant offers to increase
conversion rates. This includes making it easier for customers to
buy services via their preferred channels.
- Actionable User Interface: Data-driven recommendations
help sellers save time and focus their efforts on the strongest
- Smart Lists: Help guide sellers on what action to take
next by automatically displaying relevant information based on past
- Infolets: Enable sellers to quickly accept leads,
qualify prospects, rank deals, and create tasks from the home page
of their CRM system.
- Advanced Search Capabilities: Help sellers quickly
and easily locate information related to a sales opportunity,
territory, account, and quotes. In addition, Favorites allows
users to mark records to save for later.
New B2B Service Capabilities: Help customer service
agents build stronger relationships with their customers and
deliver faster resolutions.
- Automated Digital Service: Enhanced capabilities enable
customer service teams to quickly launch a service digital
assistant that can rapidly handle large volumes of complex customer
issues. Driven by artificial intelligence, advanced knowledge
management, digital assistant, and proactive guidance tools will
automate and scale service delivery anytime, anywhere.
- Intuitive Interface and Data: To simplify agent
onboarding and improve productivity, agents will instantly have
access to all tools and account information within one intuitive
- Agent Onboarding: Reduces onboarding time and agent
turnover by providing agents with an intuitive console that mimics
popular consumer apps.
- Conversational Feed: Accelerates issue resolution and
increases customer trust by presenting agents with critical
details on customer interactions from different channels in
one unified feed.
- Holistic Account View: Provides agents with access to
all customer data – from across departments ranging from finance
and fulfillment to marketing and sales – so they can solve issues
without having to transfer the customer to another department.
New Loyalty and Marketing Capabilities: New innovations
within Oracle CrowdTwist help marketers increase customer
engagement, retention, and lifetime value by providing more
personalized offers and in-the-moment experiences.
- CDP Loyalty Data Flows: New bi-directional data flows
between Oracle CrowdTwist and Oracle Unity, Oracle's customer
data platform (CDP), enable marketers to build richer data sets and
audience segments that support more personalized offers,
content, and campaigns.
- Households Reward Programs: Help marketers engage a
customer's personal network of friends and family by enabling
customers to pool loyalty program points with their "household" to
earn rewards faster.
- Partner Management: Enables marketers to increase
engagement in loyalty programs by integrating partner offers
that allow loyalty program members to accrue points and
earn rewards in new ways.
- Richer Campaigns Management Integration: Leverages
loyalty data from CrowdTwist in Responsys to create more
personalized offers in their marketing and loyalty campaigns.
- Subject Line Optimization and Fatigue Analysis
Dashboard: Predicts the best message subject lines to improve
open rates and helps marketers minimize opt-outs and recipient
fatigue by providing a holistic view of customer engagements.
- Zoom Integration: Helps marketers deliver, track, and
analyze richer virtual events and multi-channel demand generation
or nurture programs with new data flows from Zoom to Eloqua.
To learn more about the latest products and see product demos,
join Rob Tarkoff live on
Wednesday, February 10 at
9 a.m. PT and visit our Innovation
What Customers, Partners, and Analysts are Saying
- "Our InnerCircle Rewards loyalty program, powered by Oracle
CrowdTwist, has helped us tap into our powerful customer base,
harness customer engagement, and build brand advocates – leading to
strong repeat and referral sales," said Lisa Erickson, senior director of loyalty and
CRM, Sleep Number. "By adopting a loyalty program and surrounding
strategy, we've been able to engage our valuable Insiders on a
frequent basis by providing not only exclusive discounts and
rewards but also valuable content to educate on overall health and
wellness with sleep at the center."
- "As customer preferences rapidly change, brands are focused on
providing customer experiences that not only stand out but that
build brand loyalty," said Doug Balut, senior vice
president of global alliances, Sprinklr. "Today, brands have
multiple customer-facing functions that have to bridge silos and
collaborate to deliver a memorable customer experience. Our
expanding partnership with Oracle supports our mutual customers by
empowering marketers and service professionals with a unified
view of customer interactions to deliver personalized and engaging
experiences across every digital channel."
- "Optimizing the customer experience today is not possible
without the mix of real-time contextual customer data and historic
customer data that really only resides in back office systems,"
said Alan Webber, program vice
president of customer experience, IDC. "Oracle's set of
comprehensive capabilities across marketing, sales, service,
support, supply chain, and ERP provide the opportunity to integrate
both front and back office data to truly enable contextual customer
experiences at scale."
Oracle offers suites of
integrated applications plus secure, autonomous infrastructure in
the Oracle Cloud. For more information about Oracle (NYSE:
ORCL), please visit us at oracle.com.
Oracle and Java are registered trademarks
of Oracle Corporation.
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