Book Image

Oracle CX Cloud Suite

By : Kresimir Juric
Book Image

Oracle CX Cloud Suite

By: Kresimir Juric

Overview of this book

Oracle CX Cloud offers features and capabilities that help companies excel at sales, customer management, and much more. This book is a detailed guide to implementing cloud solutions and helping administrators of all levels thoroughly understand the platform. Oracle CX Cloud Suite begins with an introduction to high-level Oracle architecture and examines what CX offers over CRM. You’ll explore the different cloud-based tools for marketing, sales, and customer services, among others. The book then delves into deployment by covering basic settings, setting up users, and provisioning. You’ll see how to integrate the CX suite to work together to interact with the environment and connect with legacy systems, social connectors, and internet services. The book concludes with a use case demonstrating how the entire Oracle CX Suite is set up, and also covers how to leverage Oracle ICS and Oracle CX Cloud for hybrid deployment. By end of the book, you will have learned about the working of the Oracle CX Cloud Suite and how to orchestrate user experience across all products seamlessly.

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Table of Contents (15 chapters)
Title Page
Title Page
Dedication
Dedication
About Packt
About Packt
Contributors
Contributors
Preface
Preface
Free Chapter
1
The King Is Dead, Long Live the King
The King Is Dead, Long Live the King
Learning about CRM
The customer experience of CX
The key capabilities of CX
Summary
2
Overview of Products
Overview of Products
Oracle solutions and their roles in an enterprise
Summary
3
CX Solution Architecture
CX Solution Architecture
Understanding the CX architecture
Exploring a logical view
Oracle CX products
Summary
4
As-Is and To-Be Analysis
As-Is and To-Be Analysis
Technical requirements
The purpose of business analysis
Understanding business processes, tools, and methods
Understanding the As-Is analysis
Understanding the To-Be analysis
Summary
5
Adopting a Strategy - Organizational Changes
Adopting a Strategy - Organizational Changes
Understanding strategic management
Implementing a strategy
The process of implementing a strategy
Understanding the CX-specific strategy
Elements of a CX strategy
Summary
6
Organizing and Conducting an Implementation Project
Organizing and Conducting an Implementation Project
Objectives of a CX strategy
Understanding project management methodologies
Project planning
Implementation phases of the project
Summary 
7
Scenarios and Deployments
Scenarios and Deployments
The rise of apps
Understanding cloud computing
User models
Security aspects
Examples of the use of cloud computing in business
Exploring the possible Oracle CX deployments
Summary
8
Case Study - Oracle CX Cloud
Case Study - Oracle CX Cloud
CX Implementation
TELCO case description
Creating customer experience
The holistic approach and its challenges 
The TELCO's CX implementation
Understanding the critical points of the CX implementation project plan 
Summary
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Index
Index

Summary

In this chapter, we have covered the most important Oracle CX solutions available at the time of writing. Oracle is constantly expanding its CX offerings with best-of-breed products, which means that functionalities can overlap, but each of them shines in some aspects.

It is imperative that you understand the needs of your company so that you can choose and combine solutions that will best suit your needs.

To summarize, you can use products for these purposes:

  • Oracle Sales Cloud—Central CRM-like solution
  • Oracle Marketing Cloud—Manage your campaigns
  • Oracle Service Cloud—Contact center solution and self-service solution
  • Oracle CPQ Cloud—Pricing and quotas solution
  • Oracle Commerce—Storefront, sites, and B2B/B2C solutions
  • Oracle Social Cloud—Social engagement tool

In the next chapter, we will learn about the CX solution architecture and its implementation.

Previous Section
End of Chapter 2
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