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 velocity of technological advancement and the velocity of customer adoption of these technologies has led to consistent and large changes in customer behavior and expectations. This has led to a shift in influence from companies to customers.

Today's business environment is becoming more and more competitive each day, so companies are beginning to grasp that customer experience is of strategical value, and not just nice to have.

To be successful in today's business environment, companies must realize the following:

  • A customer experience that consists of multiple channels that contribute to the relationship with customer
  • A customer experience that is affected by every part of the company

Only a holistic approach spanning all systems and departments of the company can enable appropriate customer experience. The main objectives that need to be addressed are as follows:

  • Seamless cross-channel experience
  • Consistent experience
  • Faster time to market
  • Operational excellence

Only by having excellent...