Oracle Customer Experience (CX)
Go beyond CRM with a connected suite of cloud applications for sales, service, marketing, and commerce.
Executive Summary
Oracle Customer Experience (CX) is a comprehensive suite of cloud applications designed to manage and optimize all aspects of customer interactions. It extends beyond traditional CRM functionalities, encompassing sales, service, marketing, and commerce. The platform aims to help businesses create, manage, serve, and nurture lasting customer relationships by providing a connected and integrated experience across various touchpoints. The suite is built on an integrated set of capabilities, often driven from a single data source, as highlighted by Oracle CX Unity. Key components include Oracle Service Cloud (RightNow), Oracle Sales Cloud, Oracle Marketing Cloud, and Oracle Commerce Cloud, along with specialized solutions like Siebel CRM. These applications work together to provide a holistic view of the customer, enabling businesses to deliver personalized experiences and improve operational efficiency. Oracle CX leverages data-first approaches and intelligent tools to empower sales teams with data-enriched insights and recommendations. It focuses on unifying advertising and marketing efforts, ensuring a consistent and effective customer journey. The platform is designed to support businesses of various sizes, including SMBs, by offering a robust and scalable solution for enhancing customer experience and driving growth.
Use Cases
- Managing end-to-end customer journeys across sales, service, and marketing.
- Providing personalized customer service and support through various channels.
- Executing targeted marketing campaigns and managing customer loyalty programs.
- Optimizing sales processes with data-driven insights and recommendations.
- Integrating commerce operations with customer data for a unified experience.
Features
Visibility
- Unified Customer View: Provides a 360-degree view of each customer, consolidating data from sales, service, marketing, and commerce for comprehensive insights.
- Customizable Dashboards: Offers configurable dashboards and reporting tools to monitor key performance indicators and track customer experience metrics.
Intelligence
- Predictive Analytics: Utilizes AI to forecast customer behavior, identify potential churn risks, and predict future sales opportunities.
- Personalized Engagement: Enables personalized customer interactions and targeted marketing campaigns based on real-time data and AI-driven insights.
Support
- Omnichannel Service: Supports customer interactions across multiple channels including web, mobile, social, and contact center for consistent service.
- Knowledge Management: Provides self-service portals and knowledge bases to empower customers and agents with relevant information.
Technical Specifications
- Architecture
- Cloud-native, microservices-based architecture on Oracle Cloud Infrastructure, designed for scalability and integration across a connected suite of applications.
- Deployment
- SaaS
- API Available
- Yes
Infrastructure
- Oracle Cloud Infrastructure
Integrations
- Salesforce
- SAP
- Shopify
- Snowflake
- Workday
Security & Compliance
Certifications: SOC 2, GDPR
Encryption: Data is protected with encryption at rest and in transit, complemented by Data Loss Prevention (DLP) solutions.
Pricing
- Model
- Subscription-based
- Starting Price
- Contact sales
- Target Customer
- SMB,Mid-Market,Enterprise
About Oracle Corporation
Oracle Corporation is a global technology company that provides cloud infrastructure and applications, database software, and enterprise IT solutions. Oracle Learning is the company’s training and certification offering, providing role-based learning paths, digital training, and credentials to help organizations adopt and optimize Oracle technologies.