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.
Table of Contents (15 chapters)
Title Page
About Packt

Exploring a logical view

The purpose of the logical view is to outline what functionalities a solution provides to end users. In our case, we will use them to represent the whole customer life cycle, alongside the company's business processes:

Business Services, comprising BSS systems, are tasked with supporting a unified customer experience across all of the channels throughout the customer journey.

One important aspect that is not within the control of companies, and that is missing in our first diagram, is social media. This represents another touchpoint that we need to consider in our architecture, so we are going to add it to our high-level architecture:

Let's now move on to understanding their architecture.

Logical architecture – commerce components

The main feature of our solution architecture should be that all information and functionalities are available from all relevant devices, such as laptops/PCs, tablets, and smartphones. Solutions must include the customer's perspective, and must...