▶Book Description
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.
▶What You Will Learn
⦁ Differentiate between Oracle CRM and CX Cloud suites
⦁ Explore a variety of Oracle CX Cloud tools for marketing and sales
⦁ Set up users and database connections during deployment
⦁ Employ Cloud Suite CX tools to aid in planning and analysis
⦁ Implement hybrid Oracle CX solutions and connect with legacy systems
⦁ Integrate with social media connectors like Facebook and LinkedIn
⦁ Leverage Oracle ICS and Oracle CX Suite to improve business results
▶Key Features
⦁ Make optimal use of your Oracle CX Cloud Suite to improve business results
⦁ Achieve improved customer insights through Oracle CX's advanced capabilities
⦁ Learn how to design a CX solution architecture
▶Who This Book Is For
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.
▶What this book covers
⦁ Chapter 1, The King Is Dead, Long Live the King, lays the foundation for the book, helping to define the differences between CRM and CX solutions and the purpose of a customer's journey.
⦁ Chapter 2, Overview of Products, provides a description of and explains the most common use cases for all the solutions in the Oracle CX portfolio.
⦁ Chapter 3, CX Solution Architecture, describes possible solution architectures using Oracle CX solutions.
⦁ Chapter 4, As-Is and To-Be Analysis, discusses methodologies and tools used to conduct appropriate As-Is business analysis, understand the findings, and develop appropriate To-Be plans.
⦁ Chapter 5, Adopting a Strategy - Organizational Changes, discusses the need for organizational changes and the strategy needed for implementation so that the company is able to provide the best possible customer experience.
⦁ Chapter 6, Organizing and Conducting an Implementation Project, discusses how to organize and conduct an Oracle CX implementation project.
⦁ Chapter 7, Scenarios and Deployments, provides a general explanation of cloud computing and deployment types, and explains how Oracle CX can be used in cloud and hybrid deployments. After this chapter, you should be able to select an appropriate deployment option.
⦁ Chapter 8, Case Study - Oracle CX Cloud, takes all of the topics discussed in the previous chapter in order to design an Oracle CX solution with appropriate implementation strategy for a telecommunications company.
