This book is for everyone who has any interest in learning about Oracle CX and customer experience in general. This book caters to the technical, management, and organizational aspects of customer experience adoption and implementation. Whether you are a technical or business person, this book will explain all aspects of Oracle CX so that, in the end, you will understand the whole CX story.
Oracle CX Cloud Suite
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Oracle CX Cloud Suite
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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)
Preface
The King Is Dead, Long Live the King
Overview of Products
CX Solution Architecture
Section 2: Service Provisioning and Basic Settings
As-Is and To-Be Analysis
Adopting a Strategy - Organizational Changes
Organizing and Conducting an Implementation Project
Section 3: Getting the Oracle CX Suite to Work as One - Advanced Settings
Scenarios and Deployments
Section 4: Use Case
Case Study - Oracle CX Cloud
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