Introduction to Oracle Customer Experience Offerings

Customer experience is a term getting prominence in the previous few years, thanks to the changed expectations from customers who started demanding from organizations. This meant the driving seat was getting changed to customers instead of organizations. This soft affected all parts of a company, such as sales, presales, design, production, quality control, marketing, commerce, etc., while introducing a new complexity in terms of social conversations.

This introduced a large change in business systems too. The traditional ways of development and deployment didn’t suit this rapidly changing environment. Systems had to be built in an agile manner, and they had to be configurable so that business users have the flexibility of changing their business rules with a few clicks instead of waiting for a developer to implement the same. This gave them the advantage of reacting to the market expectations in the best possible manner.

Oracle’s customer experience suite of products provides a comprehensive set of solutions to cover all major business systems. Starting from sales to commerce, all solutions are designed with customer experience at the core. Their modern approach, coupled with the possibilities of accessing business solutions anywhere and everywhere, makes this process very smooth. Organizations are able to map their existing business process and changes required in them smoothly into the system(s). As these systems talk to each other in a native manner, orchestrating a complete solution using the best of individual offerings is also easy.

Oracle Sales Cloud provides a complete sales enablement solution whereby sales executives and managers are able to access important data at the right time on any device. Workflows and analytics engines make the automation and business intelligence process stronger. An intuitive user interface makes this application very sticky.

Oracle Service Cloud is a multichannel solution that offers the possibility of customers getting information about the company, as well as raising their issues through the web, chat, phone, email, and social touch points. These are centralized to an agent desktop where various levels of automation are possible to ensure the customers’ issues are resolved at the earliest.

Oracle Marketing Cloud allows marketers to get access to customer data with absolute clarity, design segments, and run campaigns for them with control. Its strong analytics engine powers marketing business intelligence.

Oracle Social Cloud allows organizations to listen to various social assets, create content, engage with customers and convert the influence to sales. It has strong integration with other Oracle CX solutions and hence use cases such as tweet to lead, tweet to incident can be configured by business users. Its analytics platform provides great insights into how the market is thinking.

In addition to these, Oracle is in the process of releasing more cloud offerings to support the customer experience. These will help organizations understand the pulse of their customers and stay ahead.

About CRMIT Solutions:

CRMIT Solutions is a leader in transforming businesses with cloud-based Customer Experience (CX) solutions on sales, service, marketing & social cloud.

CRMIT Solutions has achieved OPN Specialized status for Oracle Sales Cloud –Oracle Recognizes CRMIT Solutions for Expertise in Implementing Oracle Sales Cloud. CRMIT Solutions Offers many Solutions on Oracle Sales Cloud, Including Consulting, Sales Planning, Social Sales, Customer Data Enrichment, Field Sales Automation, User Adoption, Training, Health Checks, and Testing.

CRMIT Solutions also extends Marketing Cloud Automation solutions with Oracle Eloqua. “Marketing automation has been a critical component for our customers, and Oracle Eloqua is an ideal fit for modern marketers to power revenue performance,” said Vinod Reddy, Founder & CEO, CRMIT Solutions. “They can transform the way you market in the digital age while delivering an integrated and highly personalized customer experience,” added Vinod.

CRMIT Solutions is committed to providing customers with the best service in the industry. Everything we do – every order, every delivery, every service, every offering – centers on the satisfaction of our customers and making them more efficient at what they do.

Inputs from

Naga Chokkanathan
Sr. Director – Innovations
CRMIT Solutions