The Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for CRM and sales, marketing, customer service, e-commerce and other tools, such as configure, price quote tools. Increasingly, Oracle is building integrations between these clouds so contact center service agents, for example, can refer to sales or marketing information as they review the information residing in a customer case to try to resolve an issue. Like Microsoft, Oracle offers on-premises and cloud-based CRM technologies.
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Launched in its original incarnation of Oracle CRM in 1998, Oracle features several acquired product lines that make up its CRM portfolio, including Siebel (an on-premises CRM) as well as Oracle CRM On Demand and Oracle Sales Cloud, which are software as a service, or cloud-based, CRM technologies.
Oracle CX cloud includes the following applications, or modules:
Oracle Sales Cloud: The Oracle Sales Cloud provides tools for customer data management, sales cataloging, sales force automation, sales prediction, analytics and communication among sales teams and with customers and prospects.
Oracle Marketing Cloud: The Marketing Cloud enables marketing departments to craft digital campaigns to target prospects and existing customers. The Marketing Cloud enlists automation and data analytics to segment audiences, target recipients and craft personalized content and messaging to them.
Oracle Service Cloud: The Service cloud consists of tools for customer service management. The platform lets enterprises establish contact centers that allow them to interact with their customers across multiple channels (often referred to as multichannel CRM, or omnichannel CRM) as well as to track and manage incident reports and resolutions.
Oracle CPQ Cloud: The CPQ cloud provides tools for product configuration, pricing and quoting (CPQ). The platform lets users establish pricing and quoting systems so they can easily manage and update product pricing and order receipts.
Oracle Commerce Cloud: This application enables companies to build websites or virtual storefronts. Using templates and other prebuilt components, users design, implement and manage their storefronts on the Web.
Oracle CX cloud features competition from a few vendors, including the Salesforce platform, the leading cloud-based CRM, Microsoft Dynamics CRM (and family of applications for ERP, etc.), SAP Hybris and SugarCRM.
Pros of Oracle Customer Experience Cloud:
- For companies heavily invested in Oracle (such as databases, middleware, or hardware), Oracle can provide ease of integration and familiarity of UI.
- Oracle has acquired and developed sophisticated business intelligence tools into the suite, so Oracle CX is strong in this area.
- According to some sources, Oracle On Demand is priced quite competitively, though refer to Oracle site for details.
Downsides of Oracle CX:
- Oracle's user interface is not as modern and user friendly as competitors.
- Oracle's social CRM features, enabling social engagement and monitoring of audience comments may not be competitive with other offerings.
- Oracle is not known for cultivating its partner ecosystem, and On Demand, its cloud offering, lacks a healthy ecosystem of integrated third-party plug-in solutions.
- Mobile CRM is a highly important and competitive area for CRM providers. Oracle doesn't lead in this area.
- Certain key functions may be browser-specific.