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

Understanding the As-Is analysis

Implementing new systems and solutions in corporate environments is not as easy as initially turning on the server. The implementation process takes a lot of time and effort. The cornerstone for successful implementation is to be able to understand the current situation, which is why the first step in any implementation needs to be an As-Is analysis. Failing to understand the basis of this analysis can lead to organizational disruption, decreased productivity, and exorbitant costs. This is usually caused by a less than optimal business processes definition, which implies less than optimal performance of implemented systems and solutions.

Steps in As-Is analysis

CX projects, by nature, are process improvement projects, which means that the goal of As-Is analysis is to examine every aspect of processes that will be changed or replaced. The purpose of As-Is analysis should be to create a visual diagram that explains and determines possible areas of improvement...