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Examining the platforms available in the Oracle CX Cloud

The Oracle CX Cloud provides large enterprises with platforms that offer customer engagement tools to support and enhance their sales, marketing and customer interaction needs.

The Oracle Customer Experience Cloud (CX Cloud) is a suite of cloud platforms that provide tools for CRM, analytics, e-commerce, marketing, sales and social engagement. These various customer engagement tools support both business-to-business (B2B) and business-to-consumer (B2C) engagement strategies.

Platforms in Oracle CX Cloud are best suited for large enterprises that require multifaceted customer engagement tools. Many of the platforms found in the Oracle CX Cloud offer industry-specific customization for companies focused on communications, consumer goods, financial services, manufacturing and more. Each of the customer engagement tools in Oracle CX Cloud is available as a unique service, allowing enterprises to choose which services best fit their business needs. Each platform is designed to work on today's most popular Web browsers.

The Oracle CX Cloud includes the following cloud platforms:

Oracle Marketing Cloud

This platform provides a number of tools for B2B and B2C customer engagement. Users can create personalized marketing campaigns and content to be sent to customers and leads in their marketing database, and deliver the content across Web, email, mobile and social channels. Users can "listen" to and analyze mentions and interactions by customers on various social media platforms, and analyze this information to identify branding and marketing campaign success. Enterprises interested in this Oracle CX Cloud service should contact the company for pricing and licensing options.

Oracle Sales Cloud

This platform provides tools for customer data management, sales cataloging, sales force automation, sales prediction, analytics and inter-enterprise communication. Users can create and manage accounts and contacts, and import account and contact data from multiple resources. Its analytics tool provides users with real-time dashboards and the ability to create interactive mobile dashboards that can be accessed anywhere. Sales Cloud also features a Sales Performance Management tool that helps sales managers effectively train, monitor and align sales staff to ensure sales goals and overall sales strategy are maintained. There are three levels of subscription available for this Oracle CX Cloud service, which are outlined in Oracle's pricing comparison.

Oracle Service Cloud

This platform provides tools for customer service management. The platform lets enterprises establish contact centers that allow them to interact with their customers across multiple channels, as well as to track and manage incident reports and resolutions. Enterprises can also establish Web and social self-service systems with the platform that allow customers to easily solve issues without involving customer service personnel. Service Cloud also features an email support tool that lets users interact with customers via email, text (SMS), or Web, and a live chat tool that lets customer support personnel interact in real-time with customers on their website. The platform also features peer-to-peer and employee-to-customer communication channels for quick collaboration and support. There are four levels of subscription available for this Oracle CX Cloud service, which are outlined in Oracle's pricing comparison.

Oracle Commerce Cloud

This platform provides tools for launching websites and digital storefronts. Commerce Cloud lets users design, implement and manage full-featured storefronts using prebuilt, customizable templates or completely from the ground up using client-side APIs and HTML5 architecture. The platform also provides users with layouts, themes and widgets for website development that can be implemented using a drag-and-drop interface. Users can also build their own website features or download additional layouts, themes and widgets from the Oracle Cloud Marketplace. The platform also provides tools for catalog management, content merchandising, pricing and promotions, which allow enterprises to easily track inventory and update content and promotions. Enterprises interested in this Oracle CX Cloud service should contact the company for pricing and licensing options.

Oracle CPQ Cloud

This platform 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. Users can also establish commerce guidelines regarding discounts, promotions and sales. The quoting tools enable sales reps to quickly create and customize proposals and other documents for accurate order confirmations. The platform also features an eSignature tool and a tool for one-click order generation that both help ensure timely quoting transactions. There are four levels of subscription available for this Oracle CX Cloud service, which are outlined in Oracle's pricing comparison.

Next Steps

Learn how to improve customer engagement with the proper CRM tools.

Make CRM part of your customer engagement strategy.

New players could shake up the CRM landscape.

How well do you know CEC Suite?

This was last published in December 2015

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