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 critical points of the CX implementation project plan 

CX software is not a plug and play IT solution. Its implementation requires a deeper analysis of business processes and project approach. Many companies want to take this opportunity to radically redesign their business processes. Some of the most important factors can be classified into three groups:

  • Technological factors: Technology development has created new prerequisites for increased adoption of CX systems—integration with other business applications enables the user to access all relevant data from one IT system alone; user interface improvements and access through various devices (smartphone, tablet) bring insight into information in an intuitive way without having to run complex reports; integrated mechanisms for establishing business rules automate manual activities and the like.
  • Project factors: An assumption that significantly impacts the success of a CX project and the justification of an investment is the...