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

CX Implementation

CX is not a one-time commitment, but a process that is constantly being repeated and improved. Each cycle begins with the acquisition of the relevant critical knowledge about the users, that is, a detailed analysis of their behavior, habits, wishes, and needs. To put it simply, users are segmented on the basis of certain common features, identifying the most profitable users, the users who have the potential to become profitable to the relationship with them is invested in, and those who are no longer worth investing in. 

The first level of implementation of CX  is called operational CX, and involves automating and optimizing the entire sales process (contracting, meetings, bidding, and so on), automating marketing by applying information systems designed to design, execute, and measure the effects of marketing campaigns, track customer contacts, and, ultimately, automating customer support through the call center.

Continuous innovation and a unique value for users is also...