CX Applications
SCM Applications
ERP Applications
Tech
Sales
CPQ
E-Commerce
Subscription Management
Field Service
Service
Marketing

Sales

Oracle CX Sales is a comprehensive Cloud-based CRM offering a full range of classic CRM features, further enhanced with additional capability through Artificial Intelligence, Performance Management, Planning, and extensive data management power.

Sitting on Oracle’s Fusion platform, Oracle CX Sales natively integrates with a whole host of other Oracle tools, while also being simple to integrate with systems from other vendors. CX Sales is often deployed with it’s direct counterpart, Oracle B2B Service, to offer support for your customers from a single platform within your CRM.

Sales

CPQ

Oracle CPQ (Configure, Price, Quote) allows you to give your clients a superior customer experience in three crucial ways; self-served or salesperson-led configuration for complex products and orders; global pricing catalogues and discount levels which are centrally managed; and a streamlined quoting system that can speed quoting times up from days or weeks to hours or minutes.

By offering a solution that optimises your selling process, you can give customers what they are asking for; faster quoting, simpler transactions and configurable products, self-service, and a better customer experience.

CPQ

E-Commerce

Oracle Commerce is a cloud-native eCommerce platform with a full scope of capability for B2B commerce experiences. With extensive out-of-the-box features and multisite functionality, Oracle Commerce offers everything you need in a modern eCommerce SaaS platform.

Sitting on the Oracle Fusion platform, Oracle Commerce easily integrates with Oracle’s extensive Supply Chain Management applications. This allows crucial data points to be easily accessible within the platform, supporting visibility across Order Management, Inventory Management, Product Hub/PIM, and more.

E-Commerce

Subscription Management

Oracle Subscription Management allows you to connect your CRM and back-office, allowing you to manage subscriptions, contracts, renewals, and upgrades through a single platform which can integrate directly into your wider system architecture.

Develop new revenue streams by creating recurring orders for spare parts and consumable products, or simplify the management of contracts, billing, and revenue across all of your existing subscriptions.

Subscription Management

Field Service

Oracle Field Service is a service management solution that supports you to coordinate all of your in-field service teams, maximising the efficiency of your mobile workforce.

Field Service allows you to accurately predict staffing needs, with improved forecasting and workload management goals, optimise your resource utilisation, and intelligently automate scheduling and routing. Ensure your teams are scheduled, routed, and equipped correctly for every job.

Field Service

Service

Oracle B2C Service is a powerful service desk solution providing innovate and immediate ways to service customers through whichever channel they prefer. Unifying customer data across all platforms they choose to interact with your business in, customers will always receive a more personalised service through Oracle B2C Service.

Features like Digital Assistant, Live Chat, Video Chat, Messaging and more ensures that customers are supported in the way they want to be supported, and allows your agents to maximise their ability to support them. Functionality like Oracle Intelligent Advisor offer intuitive ways to route minor issues away from the service desk, allowing your service team to spend more time on key issues.

Service

Marketing

Oracle Eloqua is a top-of-the-range Marketing Automation platform, offering all of the classic Marketing Automation features such as advanced scheduling, campaign management, and a configurable email development dashboard, while revealing more about your customers through in-depth BI.

Connect your marketing automation platform across eCommerce, CRM, Service and more to offer the most personalised experience possible. Deliver campaigns at the right time, in the right way, to maximise lead-building opportunities while keeping the customer happy with what they receive from you.

Marketing
Order Managment
Product Hub/PIM
Product Development
Inventory Management
Manufacturing
Service Logistics
Maintenance
Procurement

Order Managment

Oracle’s omnichannel order-to-cash solution, Oracle Order Management, is a dynamic tool which supports organisations to increase profit margins, improve customer service, and move faster on order execution.

Being part of Oracle’s Fusion platform allows Order Management to natively integrate with a whole host of other enterprise applications, creating the most well-connected and streamlined lead-to-cash system in the market.

Order Managment

Product Hub/PIM

Product Hub serves as the Enterprise-wide single source of truth for products and their relevant data. Integrating seamlessly with your eCommerce portal, as well as key enterprise systems such as PLM. With Product Hub, you get faster product launches, efficient omni- channel commerce, and superior customer experience.

Oracle Product Hub is natively integrated with other Oracle SCM Cloud products and offers rich capabilities around data consolidation, data cleansing, data governance, and data sharing.

Product Hub/PIM

Product Development

Oracle Product Development Cloud (PD) provides faster, more efficient, and collaborative product development and launch processes. It provides a robust change management system to control the modifications in a product and it’s structure by enabling the approval of change orders before the changes are published.

Product Development gives complete visibility of the evolution of your products by tracking their iterations, allowing you to have full visibility of your product’s development history and supporting changes for faster launch and change periods.

Product Development

Inventory Management

Oracle Inventory Management gives complete visibility of the material movement in your company and across your global supply networks. It provides faster order fulfilment by automating, streamlining, and controlling inventory operations.

Oracle Inventory Management’s dashboards provides substantial visibility into all material movements across your internal and external locations. It provides easy and flexible inventory counting processes which hypercharge your ability to have more robust supply chain visibility systems – benefitting you, and your customers.

Inventory Management

Manufacturing

Oracle Manufacturing Cloud offers a robust solution which streamlines and improves the efficiency of Discrete, Process, or Mixed-Mode manufacturing. It provides a quick and user-friendly UI for defining the manufacturing processes of all the products in your supply lines.

Crucially, Oracle Manufacturing Cloud reduces the time taken in fulfilling your Sales Orders by leveraging its native integration with Oracle Order Management and other Oracle SCM applications. This allows you to effectively monitor the manufacturing costs and variances by plant, and determine root causes for cost variations.

Manufacturing

Service Logistics

Oracle Service Logistics connects Oracle Service and Oracle Field Service with Oracle Supply Chain modules to provide an end-to-end solution to support your Field Service teams.

Oracle Service Logistics connects the gap between engineer and depot, enabling your field service technicians to easily order, receive, transfer, and reserve parts for their trunk stock, ensuring they always have the right parts. Oracle Service Logistics also provides complete visibility of Service requests raised across all sources, ensuring your in-field engineers and agents are always connected and in communication with your desk-based service teams.

Service Logistics

Maintenance

Oracle Maintenance Cloud streamlines the corrective and preventive maintenance operations of your organisation. It provides a 360-degree view of your assets, including full visibility of its maintenance, meters, and hierarchy.

Powered by advance technologies like IoT cloud and Machine learning to provide Predictive Maintenance and Prescriptive Maintenance capabilities, Oracle Maintenance Cloud helps you to avoid unplanned down-time.

Maintenance

Procurement

Oracle Procurement Cloud is an integrated end-to-end solution for managing your Source-to-Settle operations. It simplifies the buying process for your employees, and maximises user adoption with a consumer-like, guided experience.

Oracle Procurement Cloud automates business processes, enables strategic sourcing, improves supplier relationship management and simplifies buying resulting in lower risk, improved savings, and greater profitability.

Procurement
Receivables
Payables
General Ledger
Cash Management
Fixed Assets

Receivables

Oracle Receivables supports the day-to-day running and maintaining of accounts receivable operations, including a host of services to support customer billing and payment actions; revenue recognition and changes; accounts receivable balances, and reconciliation to your General Ledger.

Receivables

Payables

Oracle Payables ensures you can view and report on your accounts payable transactions across foreign-currency, global tax regimes, and future-dated payments. A comprehensive payables system, Oracle Payables can improve margins, instil corporate fiscal discipline, and optimise business relationships with a streamlined payables system.

Payables

General Ledger

Oracle General Ledger is a fast and scalable general ledger application, providing tools for real-time visibility into your financial results. It automates financial processing; importing and posting up to 42 million journal lines per hour.

A comprehensive financial management solution, Oracle General Ledger supports you to meet financial compliance and improve your bottom line.

General Ledger

Cash Management

Oracle Cash Management ensures you can efficiently and effectively manage and control your cash cycle. Part of the Oracle Cloud Fusion platform, it provides flexible and comprehensive cash forecasting at an enterprise level.

Oracle Cash Management comprehensively supports the managing of bank account activity and controlling of cash positions, enabling you to simply analyse cash positions and forecast cash requirements through configurable dashboards, reports, and work areas.

Cash Management

Fixed Assets

Oracle Fixed Assets supports across 4 central business processes; retirements, adjustments, additions, and depreciation. Simplifying asset management and accounting complexities, it reduces the cost of asset ownership with a full view of all assets across the organisation.

Oracle Fixed Assets simplifies the management of your largest capital investments, integrating into major financial systems, automating business flows and centralising accounting rules, maximising the return on your global assets.

Fixed Assets
Integration

Integration

Oracle Integration Cloud is an incredibly effective platform from which to manage all non-native (i.e. 3rd party) integrations across applications, allowing you to connect both cloud and on-premises applications from a wide range of vendors.

Oracle Integration Cloud utilises a range of pre-built application adapters and process flows, in conjunction with a point-and-click visual designer, to simplify the creation of integrations between both on-premises and cloud applications.

This extensive library of dedicated pre-built adapters provides a time-efficient, secure and scalable method of connecting everything from Enterprise level technologies, such as Oracle HCM, Oracle CX, SalesForce & SAP, down to bespoke tools and utilities.

Integration
NEWS

How to prepare your customer service team for the next big disruption

Contributor: Owen Stone, Senior CX Consultant, Enigen

COVID-19. A disease that has changed the world. No-one in 2019 could have predicted the impact that a global pandemic would have on modern business, leaving us facing challenges we had never considered.

Except, of course, that a lot of smart developers actually had considered them.

Now, I’m not saying that software developers accurately predicted a viral outbreak… but plenty of them have been putting a lot of time and effort into making CX applications that could handle the kind of business disruption cause by… well, a global pandemic. In fact, if you’d been paying attention, you might have been able to spot who had and hadn’t properly implemented such solutions. If you think back to the summer of 2020, a lot of consumers were shocked when major businesses effectively just shut down their customer service for months in the face of the pandemic. Customers were greeted with warnings saying that at best they would have to be on hold for prolonged periods to get a response, and at worst, companies just stopped responding to customers altogether. The reasons at the time were understandable: companies couldn’t staff busy contact centres safely. I heard of several companies that rushed to clear their entire offices and re-build the working space just so they could safely get a handful of contact centre staff back in to handle calls.

Of course, everyone understood; global pandemic, unprecedented situation, difficult times, etc… but that conveniently sidesteps the fact that plenty of businesses managed to handle this situation with far less impact. Why? I suspect because many of them had already invested in a decent CX solution, which made them far more resistant to the disruption COVID-19 caused. But just how did they help?

  1. Most modern CX Solutions are cloud based. It doesn’t matter where you are in the world, you can always get access to them. I know of contact centre staff who were simply issued a laptop and a headset, and told to work from home. Some were even asked to work on their personal machines. The build and distribution of these laptops was simple because they only needed to be able to do one thing: open a browser and let the agent log into the cloud application. From there, the telephony and call handling was all integrated and ready to go. Compare that with how things probably were for businesses who were working with legacy systems that couldn’t be accessed from outside their office, or worse yet, something that simply wasn’t intended to share data between teams (yes, plenty of companies still use Outlook alone for Customer Support). That’s when you understand why so many contact centres just shut down operations when they couldn’t safely access a physical office.
  2. If you’re using a CX application with a decent front end and customer self-help tools, it is very quick to get information out to customers. Some businesses were very quick to get information out on the web and available to customers in regard to how they were handling COVID-19 related issues. Travel companies were a pretty good example of this. Even if they couldn’t respond directly to every query, the ones that had invested in self-help tools were able to quickly update their content to advise on their policies on refunds, cancellations, travel risks etc. making it clear to the customer how their case would be handled. The ones that couldn’t… well, they very publicly struggled. I know several people who won’t be booking with certain companies again because of the lack of information they received during the pandemic.
  3. Good internal CX tools help with onboarding. The pandemic created a huge amount of disruption in the job market, with some sectors desperate to bring on new staff but not knowing how to train them up at a time when physical meeting and mentoring wasn’t possible. Many companies I’ve worked with will proudly say things like “Our people are our knowledge”… which is fine up until you can’t reach those people due to sickness or absence. As someone who helped onboard quite a few people over the pandemic, I know first-hand that having a tool that collects all your business knowledge in an accessible way, and better yet automatically applies that knowledge to customer interactions, makes remotely onboarding new staff a much easier prospect. If you know the application itself will prevent your new starters from making major mistakes, you can be much quicker to turn them loose on real customers, with the software itself handling a lot of the responsibility some businesses expect of a supervising staff member.

Now, hopefully we’re not going to see another global pandemic any time soon, but the above points give a few examples of how moving to a cloud based CX application can give you greater resilience to unexpected disruption. The global nature of COVID-19 means that a lot of companies got a free pass when they were unable to adapt quickly… but not all disruptions are global, and if your business isn’t ready for the next disruption that comes your way… Well, your customers might not be as forgiving second time around.


Continue the conversation & participate in discussion by visiting Owen’s original blog on LinkedIn here. Read past articles in Owen’s B2C Service Blog here.

DON’T MISS AN EVENT – JOIN OUR MAILING LIST