In a game-changing move, Oracle has supercharged its Fusion Cloud Customer Experience (CX) suite with cutting-edge artificial intelligence (AI) capabilities. This strategic enhancement aims to liberate professionals in marketing, sales, and customer service from the shackles of manual tasks, thereby enabling them to focus on what truly matters: delivering unparalleled customer experiences and driving revenue growth.
The AI Capabilities: A Closer Look
Oracle’s latest suite of AI capabilities is designed to meet the evolving needs of today’s fast-paced customer interactions. The new features include:
Generative AI for Service
This feature automates content generation and streamlines processes, allowing organizations to resolve customer service issues more efficiently. Assisted agent responses, knowledge articles, and administrator guidance are just a few of the offerings.
Guided Campaigns
This tool empowers marketing and sales teams to fast-track revenue generation by automating the coordination process and delivering conversion-ready opportunities directly to sellers.
AI-Powered Account Linking
This capability provides sellers with a comprehensive view of accounts, thereby reducing renewal time, expanding upsell opportunities, and accelerating deal closures.
B2B Customer Data Platform Enhancements
This feature identifies and scores sales opportunities based on past engagement, enabling hyper-personalization among complex enterprise buying groups.
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Intelligent Sales Orchestration
This tool automates processes and offers AI-generated insights and recommendations, helping sellers focus more on the buyer and less on administrative tasks.
Advanced Field Asset Monitoring
This feature improves field service productivity by providing technicians with mobile access to critical service and repair information.
Industry Experts Weigh In
“Pre-trained large language models (LLMs) are changing the way we interact with people, content, and critical knowledge in our enterprises. We can now unlock insights and communicate with clarity like never before,” said Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX.
Paul Greenberg, managing principal of The 56 Group and author of CRM at the Speed of Light, added, “The latest AI updates to Oracle Cloud CX, are thoughtful and intelligent additions to the already strong portfolio. They are geared to automating age-old processes that take too much time and human energy. This will more than likely positively impact employee experiences, customer outcomes, and the bottom line.”
Bridging the Gap Between Marketing and Sales
Oracle’s new Guided Campaigns feature is particularly noteworthy for its ability to align marketing and sales teams around a common goal: revenue generation. The tool guides marketers through a simplified campaign builder, designed to launch hyper-targeted, high-quality campaigns that generate pre-qualified and conversion-ready opportunities for the sales team.
“Organizations are increasingly marketing and selling more to existing customers to grow revenue, and many are being confronted with the inefficiencies and challenges that come from the misalignment of marketing and sales,” said Rob Tarkoff, executive vice president and general manager, Oracle CX.
The Bottom Line
Oracle’s Fusion Cloud CX suite, natively built for the cloud, is a comprehensive solution that connects data across marketing, sales, and service, making every customer interaction matter. To discover how Oracle Cloud CX can revolutionize your customer experience and build brand loyalty, visit Oracle’s website.
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