Oracle Introduces a Smarter Approach to Customer Experience Management

Press Release 

Chatbots, artificial intelligence and enhanced mobile, video and messaging capabilities empower customer experience professionals to transform existing business processes

Modern Customer Experience 2017, Las Vegas, Nev.—Apr 26, 2017

Oracle today announced a series of new innovations within the Oracle Customer Experience (CX) Cloud Suite. By combining innovative new technologies such as chatbots and artificial intelligence with enhanced mobile, video and messaging capabilities, the latest updates to Oracle CX Cloud Suite enable commerce, marketing, sales and service professionals to reduce IT complexity, provide innovative customer experiences and deliver tangible business results.

Digital technologies have fundamentally changed how customers interact with brands and now a new generation of innovations, such as artificial intelligence and the Internet of Things (IoT), are reaching the mainstream. With the latest enhancements to the Oracle CX Cloud Suite, Oracle empowers customer experience professionals to take a smarter approach to managing digital business transformation. The latest enhancements include updates to commerce, marketing, sales and service applications within the Oracle CX Cloud Suite.

Chatbot Innovations

Innovative chatbot capabilities enable new customer experiences by asking and intelligently answering customer questions on both text and voice-driven platforms such as Facebook Messenger and Amazon Alexa. Marketing professionals can take advantage of chatbot capabilities for their cross-channel marketing in order to enhance larger, marketer-orchestrated customer journeys. Service professionals can benefit from the conversational style of a new Virtual Assistant to provide differentiated customer self-service experiences, as well as to improve response and resolution times across chat and messaging channels. Sales professionals can leverage a new Virtual Assistant that improves sales productivity by acting as a mobile, voice-driven assistant that automates common sales tasks such as account search, transaction creation and updates. 

Artificial Intelligence Innovations

New artificial intelligence based customer experience apps empower commerce, marketing, sales and service professionals to deliver smarter experiences across the customer lifecycle. The new Adaptive Intelligent Apps for CX uniquely blend first-party and third-party customer data with sophisticated decision science and machine learning, to help organizations optimize customer experiences and business outcomes.

Adaptive Intelligent Apps for CX embed within existing Oracle CX Cloud Suite commerce, marketing, sales and service applications. This ensures that business professionals are able to achieve immediate impact and value. For further details, see Adaptive Intelligent Apps for CX announcement.

Mobile, Video and Social Messaging Innovations

Enhanced mobile, video and social messaging capabilities help customer experience professionals transform existing business processes to meet the increasing expectations of empowered customers. New video and social messaging capabilities for service professionals power next-generation customer service strategies by enabling customer service agents to interact with customers across WeChat, Facebook Messenger and video channels. New mobile capabilities for sales professionals maximize productivity for sales reps, managers and partners with a voice-activated, task-based and role-based user experience. In addition, sales professionals now have the flexibility to use Windows Surface tablets, as well as iOS and Android devices, and take advantage of full offline capabilities to create and edit sales data without a cellular or Wi-Fi connection.

“These enhancements to the Oracle CX Cloud Suite underscore our commitment to an innovation-driven approach to software development and delivery across our entire platform,” said Rondy Ng, senior vice president, Application Development, Oracle. “By combining new mobile, video and messaging capabilities with the latest innovations in chatbots, artificial intelligence and IoT, we are uniquely able to help organizations of all sizes drive innovation and business transformation. We are committed to helping organizations meet the demands of empowered customers for seamless, personalized and immediate experiences today and in the future.”

Part of Oracle Applications Cloud, Oracle CX Cloud Suite empowers organizations to take a smarter approach to customer experience management and business transformation initiatives. By providing a trusted business platform that connects data, experiences and outcomes, Oracle CX Cloud Suite helps customers reduce IT complexity, deliver innovative customer experiences and achieve predictable and tangible business results. The Oracle CX Cloud Suite includes Oracle Marketing Cloud, Oracle Sales Cloud, Oracle CPQ Cloud, Oracle Commerce Cloud, Oracle Service Cloud and Oracle Social Cloud.

Contact Info

Simon Jones

Public Relations for Oracle

+1.415.856.5155

sjones@blancandotus.com