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

TELCO case description

In today's world, technological development and innovation is progressing at an astonishing rate. The life cycle of a product or a service is not measured in years anymore, but in weeks or months. Each month, a multitude of devices are released in the market, and they are fashion/status statements to the same degree as communication devices. Data usage is exploding exponentially. The amount of information exchanged each second is exploding, driven by cloud-based IT models and mobile device usage.

This change in the technological landscape is also driving a change in customer behavior. Many long-standing behaviors have been changed forever, such as the way we communicate, the way we access resources, how we share information, and how we influence our society. These changes have also changed customer expectations regarding purchasing and service consumption. Customers need to use multiple channels to complete transactions, such as web, mobile, email, social networks,...