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Oracle CX Cloud Suite

Oracle CX Cloud Suite

By : Juric
3.5 (2)
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Oracle CX Cloud Suite

Oracle CX Cloud Suite

3.5 (2)
By: 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 (14 chapters)
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Preface
Preface
Who this book is for
What this book covers
To get the most out of this book
Get in touch
Free Chapter
1
Section 1: Brave New World
Section 1: Brave New World
2
The King Is Dead, Long Live the King
The King Is Dead, Long Live the King
Learning about CRM
The customer experience of CX
The key capabilities of CX
Summary
3
Overview of Products
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Overview of Products
Oracle solutions and their roles in an enterprise
Summary
4
CX Solution Architecture
CX Solution Architecture
Understanding the CX architecture
Exploring a logical view
Oracle CX products
Summary
5
Section 2: Service Provisioning and Basic Settings
Section 2: Service Provisioning and Basic Settings
6
As-Is and To-Be Analysis
As-Is and To-Be Analysis
Technical requirements
The purpose of business analysis
Understanding business processes, tools, and methods
Understanding the As-Is analysis
Understanding the To-Be analysis
Summary
7
Adopting a Strategy - Organizational Changes
Adopting a Strategy - Organizational Changes
Understanding strategic management
Implementing a strategy
The process of implementing a strategy
Understanding the CX-specific strategy
Elements of a CX strategy
Summary
8
Organizing and Conducting an Implementation Project
Organizing and Conducting an Implementation Project
Objectives of a CX strategy
Understanding project management methodologies
Project planning
Implementation phases of the project
Summary 
9
Section 3: Getting the Oracle CX Suite to Work as One - Advanced Settings
Section 3: Getting the Oracle CX Suite to Work as One - Advanced Settings
10
Scenarios and Deployments
Scenarios and Deployments
The rise of apps
Understanding cloud computing
User models
Security aspects
Examples of the use of cloud computing in business
Exploring the possible Oracle CX deployments
Summary
11
Section 4: Use Case
Section 4: Use Case
12
Case Study - Oracle CX Cloud
Case Study - Oracle CX Cloud
CX Implementation
TELCO case description
Creating customer experience
The holistic approach and its challenges 
The TELCO's CX implementation
Understanding the critical points of the CX implementation project plan 
Summary
13
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Overview of Products

People today have interaction with multiple sales channels, with multiple devices, and share experiences using social media. Recognizing the impact of today's possibilities is essential for sustaining and growing an enterprise's business. To help your business thrive in today's sales environment, Oracle offers a whole suite of solutions—Oracle CX.

In this chapter, we will explain the main topics covered in this book, focusing on business benefits. The goal of this chapter is to ensure that you understand the role of each of these solutions.

Here is what we will cover in this chapter:

  • Oracle Sales Cloud
  • Oracle Marketing Cloud
  • Oracle Service Cloud
  • Oracle CPQ Cloud
  • Oracle Commerce
  • Oracle Social Cloud
  • Oracle CX
End of Section 1
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