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

The holistic approach and its challenges 

The customer, by the nature of things, does not need to have specific knowledge in the field in which the company does its business. However, even if there is no previous experience with the organization and its products, a successful holistic marketing approach allows the customer, from the very first moment when entering the point of sale of the requested business entity, to look at TV commercials and/or search for the corporate Facebook page and recognize the professional aspects and value criteria of the company.

It is, therefore, extremely important that an organization consisting of a number of more or less autonomous business units—such as marketing and sales, corporate and general affairs, human resources, finance, and the sector of strategy and development, for example—comes to a qualitatively higher level of mutual communication and coordination of activities.

Thus, for example, marketing and sales have to co-operate very closely with the...