SAN FRANCISCO, Oct. 2, 2017 /PRNewswire/ — Oracle OpenWorld – Oracle has extended the Oracle Customer Experience (CX) Cloud Suite with a series of new innovations that connect data, experiences and insights. The latest enhancements include innovative artificial intelligence capabilities for commerce, marketing, sales, and service professionals. To further empower customer experience professionals, the latest release also includes innovations in commerce, customer service, and behavioral data, as well as an intuitive new user experience. 

Customer expectations are skyrocketing and forcing a rethink of traditional approaches to commerce, customer service, marketing, and sales. To help customer experience professionals meet these expectations and successfully drive digital business transformation initiatives, Oracle CX Cloud Suite reduces IT complexity, provides innovative customer experiences, and delivers tangible business results. The latest enhancements include innovations within the commerce, marketing, sales, and service applications that make up the Oracle CX Cloud Suite.

Artificial Intelligence Innovations
To empower commerce, marketing, sales, and service professionals to deliver smarter experiences across the customer lifecycle, Oracle has expanded its portfolio of artificial intelligence-based customer experience apps. New AI-powered capabilities improve search capabilities within the Oracle CX Cloud Suite commerce platform, optimize marketing campaign execution, shorten sales cycles and streamline customer service processes. For example, in the quoting process, AI-driven graphical price optimization provides sales professionals with guidance to provide select discretionary discounts as appropriate. New Adaptive Intelligent Apps for CX, embedded within the Oracle CX Cloud Suite, deliver immediate impact and value for business professionals. For further details, see Adaptive Intelligent Apps expansion announcement.

B2B and B2C Commerce Innovations
New capabilities within Oracle CX Cloud Suite deliver the industry’s only enterprise grade B2B and B2C commerce platform. This extensible commerce platform delivers complete business flows for consumer shoppers and business buyers, enabling B2B and B2C online businesses—from a single user interface—to utilize industry-leading B2C functionality and experience, while also serving the complexity of B2B business models. For example, B2B and B2C commerce professionals can leverage the innovative platform to operate multiple sites from a unified UI. Native personalization capabilities further enhance and optimize the site experience for consumers and business buyers with targeted content and promotions by audience and A/B test for best performance.

Customer Service Innovations
New Internet of Things (IoT) capabilities enable proactive customer service and incident management by leveraging data produced by IoT-enabled smart consumer devices to capture and analyze real-time insights about the way customers interact with products and services. At the same time, enhanced knowledge management capabilities provide the context customer service professionals need to deliver consistent experiences across all service channels. In addition, new enterprise visual search capabilities further enhance the customer experience by enabling customers to discover what they are looking for without having to learn or find business-specific product names, make/model, category groupings, etc.

Behavioral Data Innovations
Next-generation data analytics capabilities make it possible for customer experience professionals to immediately understand and adapt to signals that individual customers are sending with their behaviors. The new streaming behavioral-data platform collects, connects, analyzes, and distributes behavioral data in real time to provide a complete and unified picture of how customers interact with a brand. This allows customer experience professionals to move beyond sampling techniques and benefit from a new 1-to-moment level of customer intent across any digital channel, which can be implemented in real time and at massive scale. 

User Experience Innovations
A major refresh of the CX Cloud Suite user experience empowers customer experience professionals to quickly, easily, and securely access business information on any device, while remaining on one comprehensive and unified platform. The new user experience provides a contemporary look and feel and enables organizations to more easily make customizations to best match their brand, corporate culture, and other enterprise software – from logos to color schemes.

“Expectations are skyrocketing and to be successful in this new digital reality, organizations need to connect data, experience, and insights in order to rethink traditional approaches to customer experience management,” said Rondy Ng, senior vice president, Application Development, Oracle. “By taking an innovation-driven approach to software development, Oracle is uniquely placed to deliver the connected intelligence business professionals need to manage business transformation, while delivering tangible business results. The latest innovations within the Oracle CX Cloud Suite span our entire platform and empower organizations of all sizes to reduce IT complexity and deliver innovative customer experiences.”  

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 intelligence, 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.

About Oracle
The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at www.oracle.com.

About Oracle OpenWorld
Oracle OpenWorld, the industry’s most important business and technology conference for the past 20 years, hosts tens of thousands of in-person attendees as well as millions online. Dedicated to helping businesses leverage Cloud for their innovation and growth, the conference delivers deep insight into industry trends and breakthroughs driven by technology. Designed for attendees who want to connect, learn, explore and be inspired, Oracle OpenWorld offers more than 2,500 educational sessions led by more than 2,000 customers and partners sharing their experiences, first hand. With hundreds of demos and hands-on labs, plus exhibitions from more than 400 partners and customers from around the world, Oracle OpenWorld has become a showcase for leading cloud technologies, from Cloud Applications to Cloud Platform and Infrastructure. For more information; to register; or to watch Oracle OpenWorld keynotes, sessions, and more, visit www.oracle.com/openworld. Join the Oracle OpenWorld discussion on Twitter. 

Safe Harbor Disclaimer
The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle Corporation.

Statements in this article relating to Oracle’s future plans, expectations, beliefs, and intentions are “forward-looking statements” and are subject to material risks and uncertainties. Such statements are based on Oracle’s current expectations and assumptions, some of which are beyond Oracle’s control. All information in this article is current as of October 2, 2017 and Oracle undertakes no duty to update any statement in light of new information or future events.

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SOURCE Oracle