EC News DeskZoom now embedded inside Oracle Fusion Cloud Customer Experience
Oracle announced new integrations between Oracle Fusion Cloud Customer Experience and Zoom that will help sales, marketing, and customer service teams incorporate video into existing processes and workflows in order to make every customer interaction better.
“We are pleased to be able to work with the Oracle team to help our customers reach and engage their audiences in new and innovative ways,” said Oded Gal, Chief Product Officer, Zoom. “The need for all businesses to rethink customer engagements has accelerated this year and Oracle was the perfect partner for us to work with to integrate video into the customer experience.”
To support the rapid growth in digital selling, marketing, and customer service, Oracle and Zoom are introducing a series of integrations between Zoom’s communications platform and Oracle Cloud CX applications.
A new integration with Oracle Eloqua, part of Oracle CX Marketing, helps marketers improve the performance of multi-channel demand generation and nurture programs. With the integration, marketers will be able to deliver richer digital events and improve the performance of webinars by quickly and easily collecting and analysing data surrounding engagement and registration. The integration will also help marketers deliver a consistent experience and improve customer engagement by leveraging branded assets.
A new integration with Oracle CX Service will help service teams improve customer satisfaction by solving incidents faster and delivering a more contextual and personalised customer experience. In addition, service agents will be able to better build relationships and get answers from colleagues faster by using video to improve collaboration between teams while working remotely.
A new integration with Oracle CX Sales will help sales teams use video to engage with customers and prospects. Sales teams will be able to schedule or start a Zoom meeting in the context of a sale against an account, contact, lead, opportunity, or proposal. In addition, sales teams will be able to view the Zoom interaction as part of a feed, record and save a meeting for later, and even run a transcription to capture insights from the meeting.
“Zoom is increasingly a part of our everyday professional and personal lives and we are proud to work with the Zoom team to help our customers innovate with video and seamlessly incorporate it with their existing sales, marketing, and customer service applications,” said Rob Tarkoff, Executive Vice President and General Manager, Oracle Cloud CX and Data Cloud.
New integrations between Oracle Fusion Cloud Customer Experience and Sprinklr
Oracle announced new integrations between Oracle Fusion Cloud Customer Experience CX and Sprinklr, a Customer Experience Management CXM platform for modern enterprises, that will help organisations deliver personalised and connected experiences for customers.
The new integrations help marketers reach audiences on social media and other messaging channels at any point in the customer journey and help customer service professionals resolve service requests more efficiently.
“Customers want an immediate, personalised, and consistent experience, no matter which channel they choose to engage with a brand,” said Stephen Fioretti, Vice President, CX Strategic Partnerships and Business Development, Oracle CX.
“The future of customer experience management will be shaped by technology that bridges silos and drives collaboration across every customer-facing department,” said Vivek Kundra, Chief Operating Officer, Sprinklr. Sprinklr is the world’s leading Customer Experience Management platform.
The two new integrations enable joint customers to provide an omnichannel experience that builds customer loyalty by supporting marketers and customer service professionals.
Marketers
A new integration with Oracle Eloqua helps joint customers increase conversions by connecting Eloqua campaigns and social media marketing campaigns in real time. For example, as soon as a potential customer clicks on a promotional email, it is synced to Sprinklr and that potential customer can be immediately targeted across social channels.
The new Sprinklr and Oracle Eloqua integration builds on existing integrations, which help marketers unite social media, messaging, and digital marketing campaign management.
Customer Service Professionals
A new integration with Oracle B2C Service helps organisations proactively serve customers by automatically creating incidents based on social conversations and bringing those incidents into the service center. Customer service professionals will have a complete view of customer interactions – across 23 social channels, 11 messaging channels, and SMS – enabling them to drive faster resolution and higher customer satisfaction.
Oracle enhances human empathy inside Oracle Cloud HCM
To help organisations continue to deliver a positive employee experience while meeting the evolving demands of today’s workplace, Oracle announced updates to Oracle Cloud Human Capital Management. The new products and features deliver personalised journeys and growth opportunities for employees, while improving data accuracy for HR teams. As a result, the latest updates improve both the employee and HR experience.
“Employee expectations have been evolving for many years, but after everything that has happened this year, we are now navigating an entirely new workplace with new demands and challenges,” said Chris Leone, Senior Vice President of Development, Oracle Cloud HCM.
Journeys
Provides a seamless, step-by-step experience for employees as they move through personal and professional situations that require complex tasks and interactions. Journeys gathers various components necessary for these multipart processes to take the confusion out of activities like re-boarding employees as they return to the office, or helping employees manage their physical and mental wellness by providing access to health resources provided by the organisation.
Profile Video
Helps teams feel more connected when working remotely by allowing employees to add a customised 10-second video introduction to their profile page in Oracle Connections.
Opportunity Marketplace
Helps employees discover opportunities to grow within their organisation, learn new skills, and expand beyond their traditional role to find long-term success and satisfaction. By making it quick and easy for employees to discover short-term projects and internal job postings, Opportunity Marketplace helps organisations tap into existing talent and fill short-term needs in new ways.
Open Jobs for My Career
Flags new and relevant roles to make it easy for employees to apply for new roles internally. The new Open Jobs for My Career tool gives employees the support and resources needed to continue growing their careers within the organisation, instead of looking elsewhere for new opportunities.
Oracle Payroll Connect
Streamlines processes with payroll partners by making data accessible in real time directly through Oracle Cloud HCM. With access to all necessary payroll information on one platform, HR leaders do not need to go back-and-forth between software to pull necessary employee payroll information, improving both efficiency and data accuracy.
Oracle Anytime Pay
Provides employees with the opportunity to get paid for time worked in advance of their pay cycle. This employee loyalty offering enables HR to meet new workforce demands, especially with the rise in contract workers and gig projects that have more on-demand payment requirements.
Diversity Dashboard
Expands the possibilities of data by providing personalised business analytics for HR decision makers. The rich set of more than 50 HR KPIs, dashboards, and reports in Oracle Analytics for Cloud HCM includes a Diversity dashboard. The pre-built dashboard highlights key statistics and trends to help HR teams better analyse employee data and improve initiatives around diversity and inclusion in their workforce.
Oracle announces new innovations for B2B and B2C marketers within Unity customer data platform
To help marketers simplify the delivery of personalised marketing programs that increase sales, improve customer satisfaction, and grow customer lifetime value, Oracle announced a series of new innovations within its customer data platform. The latest updates to Oracle Unity enable B2B and B2C marketers to eliminate costly and complex customer data integration projects by providing a single platform that unifies all customer data and enables it to be quickly and easily activated within existing business processes.
“We take managing customer data extremely seriously at Oracle and are focused on delivering innovations that help marketers eliminate all the costly and complex integration challenges that typically come with gaining a complete and actionable view of the customer,” said Rob Tarkoff, Executive Vice President and General Manager, Oracle Cloud CX and Data Cloud.
Oracle Unity is a customer data management platform that provides marketers with everything they need to manage customer data. It brings together online, offline, and third-party customer data sources and then applies built-in machine learning to prescribe the best next action within existing business processes.
Oracle Unity is the first CDP to support both B2C and B2B marketers. For B2B marketers, the latest release includes a new B2B data schema that relates contact data to an account. This enables marketers to gain insights about key accounts and build audiences that are account specific.
To help marketers action this data, a new Oracle Unity and Oracle Eloqua integration takes account specific insights from Unity and builds automated marketing programs targeted at specific accounts, a key capability for any Account Based Marketing strategy.
Oracle Unity now includes real-time behavioral data collection and personalisation capabilities powered by Oracle Infinity. This enables marketers to apply machine learning to customer behavioral data to personalise customer interactions across websites, apps, and point of sale.
Oracle Unity now also supports a universal digital tag across all Oracle Fusion Cloud Customer Experience CX applications as well as customer websites, mobile apps, or other digital properties. This enables marketers to simplify the collection and importing of real-time data for both known and unknown customers.
Oracle Unity is now fully integrated with the Oracle Data Management Platform DMP. This enables marketers to categorise unknown website visitors by interest and drive richer experiences across digital channels.
New Oracle Unity integrations with Sourcepoint and OneTrust help marketers accelerate time to value and achieve their compliance goals with rapidly shifting consumer data privacy and security regulations.
A new integration between the Sourcepoint Consent Management Platform and Oracle Unity will help mutual customers maintain consent records that are quickly and easily accessible in real time.
A new integration between the OneTrust PreferenceChoice platform and Oracle Unity will help customers achieve their privacy regulations CCPA, GDPR, LGPD, and more by collecting consent and preferences through web forms, cookie banners, in-person events, and more to ensure customer choices are honored throughout marketing systems.
Launched in October 2018, Oracle Unity is pre-integrated with Oracle Cloud CX. Oracle Cloud CX is an integrated set of applications that helps customers reduce IT complexity, deliver innovative customer experiences, and achieve predictable and tangible business results.
New collaboration, management, planning features added in Oracle Cloud SCM
To help organisations build resilient and agile supply chains that drive innovation and growth, Oracle announced the latest updates to Oracle Fusion Cloud Supply Chain and Manufacturing Oracle Cloud SCM. The updates help customers increase collaboration across supply networks, proactively manage supply chain assets, and implement long-term supply chain planning.
“The last 12 months have stretched supply chains to the limit as organisations wrestle with the disruptions of COVID-19, shifting global trade agreements, rapidly changing customer expectations, and numerous other unforeseen circumstances,” said Rick Jewell, Senior Vice President, Oracle Applications development.
Oracle Logistics Digital Assistant
Provides on-the-go access to real-time supply chain information through a conversational interface that responds quickly, improves user satisfaction, and increases business efficiencies. In addition, users can now easily access order status and shipment tracking remotely without having to navigate through the Oracle Transportation Management OTM application or understand complicated data mappings. As a result, a supply chain manager can be informed of all in-transit orders and receive timely updates on shipments from anywhere, on any mobile device.
Oracle AI Planning Advisor
Uses artificial intelligence capabilities embedded within Supply Chain Planning to display recommendations that optimise new product introduction NPI and enable customers to respond to current and anticipated production disruptions.
Field Service Preventative Maintenance
Helps organisations improve the customer experience through new preventative service flows and break-fix and installation capabilities that are delivered via Service Logistics Cloud for Field Service.
Multi-Tier Supply Chain Collaboration
Delivers improved visibility into upstream supply to increase overall supply chain responsiveness. Oracle Supply Chain Collaboration can now synchronise upstream supply information such as on-hand balances, purchase order details, and work order details from multiple tiers of external organisations. The data is then automatically shared with Oracle Supply
Planning for Project-Driven Supply Chain
Optimises supply planning for project-specific material requirements and execution of purchase orders, transfer orders, and work orders – all with project and task references. By matching demand and supply based on flexible rules, customers are able to group projects and plan at the group level when supplies can be combined across many projects.
New Channel Revenue Management Capabilities
Streamline and optimise trade programs by enabling organisations to create, resolve, and settle claims for deductions and overpayments. In addition, the new capabilities simplify the export of supplier programs and claims.
Cross-Product Procurement Enhancements
Simplify integration with external systems to help customers integrate and extend procurement processes via new and modified REST APIs. In addition, Oracle Procurement Cloud features new deep links that provide easy navigation directly to application pages without using the menu structure. These links can be leveraged in a variety of ways, including in business intelligence reports, notifications, and third-party application pages.
Oracle strengthens Cloud ERP with touchless operations, predictive planning, digital assistants
Oracle announced updates to Oracle Fusion Cloud Enterprise Resource Planning and Oracle Fusion Cloud Enterprise Performance Management. The latest innovations help finance teams leverage touchless operations, predictive planning, and digital assistants to pivot towards growth.
“2020 has been one of the most challenging years to run a business, putting added pressure on finance teams to balance short-term challenges with longer-term strategic initiatives,” said Rondy Ng, Senior Vice President of Applications Development, Oracle.
The latest product updates enable organisations of all sizes to quickly and easily take advantage of innovations in artificial intelligence, digital assistants, and natural language processing. These advancements help finance teams improve decision-making with real-time insights, simplify business processes, and drive efficiencies needed to pivot organisations towards growth.
Intelligent Process Automation
Helps improve financial close and account reconciliation by using configurable and intelligent rules and patterns to automate manual tasks. Automating a large portion of reconciliations allows customers to focus on complex issues requiring human judgment.
Intelligent Account Combination Defaulting
Automatically predicts and enters code segments for invoices not associated with purchase orders based on machine-learning. This allows customers to automate routine and mundane data entry and reduce invoice processing time, with the system improving predictions with continued usage.
Automated Tagging of Regulatory Reports
Automates the tagging of regulatory reports such as 10K and 10Q using the customer’s SEC XBRL taxonomy based on advanced language processing and pattern recognition. This allows users to focus on quality and validation of required reporting and narratives versus spending time on repetitive tagging tasks.
Intelligent Performance Management
Uncovers hard-to-spot data patterns to deliver actionable and contextual insights at the right time, helping improve the quality and business impact of financial and operational decisions. Customers can quickly uncover correlations and realise faster time-to-action.
Corporate and Project Planning and Budgeting Capabilities
Combines planning and budgeting with project management to improve execution of strategic corporate plans and control of approved projects. This enables ad-hoc scenario modeling to plan costs for indirect and capital projects, while also creating a single business flow to increase cost visibility, reduce approval times, and accelerate project execution.
Business Continuity Management
Helps customers prepare for potential operational, safety, and security risks that might be caused by future events. This allows finance teams to quickly assess risks, document and approve recovery plans, and keep executives informed to minimise reputational, operational, and financial impacts.
Improve User Productivity with Digital Assistants
Predicts project time entry, simplifies tasks and expenses entry, and reconciles month-end processes for project professionals.
Help teams collaborate in common platforms
Supports retroactive billing adjustments, partner reimbursements, and partner contributions to improve the accuracy of joint venture accounting, shorten the financial close period, avoid costly billing disputes, and reduce project costs.
Helps ensure compliance with contractual obligations over the duration of a project. By creating and managing supplier invoices matched to purchase orders with retainage payment terms, this helps organisations hold back retainage and only release the retained amount once the contract is completed.
Helps project-centric organisations benefit from flexible scheduling when planning, requesting, and assigning labor resources on a project. This enables customers to plan for a specified number of hours or variable hours each week and generate resource requests, and evaluate capacity based on weekly hours requested and total hours available.
