Magazine article CRM Magazine

Oracle Unveils Adaptive Intelligent Cloud Applications and Analytics Tools: The Company Expands Its Cloud-Based Customer Experience Product Portfolio with Apps That Learn over Time and 'Simplified' Analytics

Magazine article CRM Magazine

Oracle Unveils Adaptive Intelligent Cloud Applications and Analytics Tools: The Company Expands Its Cloud-Based Customer Experience Product Portfolio with Apps That Learn over Time and 'Simplified' Analytics

Article excerpt

After years of resisting the move to the cloud, Oracle has firmly committed to cloud computing, as company executives demonstrated during the company's annual OpenWorld user conference in San Francisco in mid-September.

On day two of the conference, Mark Hurd, CEO of Oracle, took the stage to reiterate the advantages of the cloud. Saving money is not the only benefit, Hurd pointed out. "The environment's more secure, it's more reliable, it's more extensible, it's easier to use. And guess what comes with it? All of the innovation shifts from your [information technology] budget to the cloud provider's [research and development] budget. So innovation accelerates, and that happens simultaneous to the reduced costs."

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To stimulate such transitions, Oracle expanded its software-as-a-service (SaaS) portfolio with Adaptive Intelligent Cloud Applications, which blend third-party data, data from Oracle's Data Cloud, analytics, and behavioral inputs so they learn and adapt over time. Their primary goal is to help streamline tasks related to specific roles and deliver next-best-action recommendations.

In addition, Oracle bolstered its cloud application suite with enhancements that span business functions. The Engagement Cloud--new to Oracle's CX Cloud--combines sales and service capabilities on one screen.

According to Oracle's CX evangelist, Des Cahill, the Engagement Cloud can increase customer satisfaction and loyalty while improving the chances of upselling, especially for those companies providing "high-touch and high-value customer engagement," such as financial services. "This concept of providing a one-stop customer experience is embodied in the Engagement Cloud," said Cahill, also a vice president at Oracle.

Oracle also released cloud-based analytics to surface insights from people, algorithms, processes, and machines. Leveraging expert models and adaptive learning, the suite is designed to help end users prepare, discover, view, and collaborate to act on data insights.

On day three, Thomas Kurian, president of product at Oracle, demonstrated the new capabilities, and during a press conference, stated that they "vastly simplified analytics for end users. …

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