Oracle Combines Customer Management with Sales Automation
Oracle (NASDAQ: ORCL) announced that its recently launched RightNow CX Cloud Service is now integrated with Oracle Fusion Sales, with the goal of enabling enterprises to achieve growth through “relevant, cross-channel customer interactions that can increase revenue opportunities and drive organizational efficiencies.” Having a view of those cross-channel interactions along with their context and status, Oracle claims, helps organizations target their customers with more relevant products and services.
According to the company, companies using the combined solution can get a complete, cross-channel view of the customer and empower sales and service departments to collaborate to proactively solve customer issues.What’s more, the offering enables sales organizations to review service history in preparation for calls, and give agents insight into a customer’s value based upon prior buying habits and current opportunities.
“Every interaction is a relationship opportunity to grow your business. When these interactions are relevant and add value for customers, customers are more likely to trust the relationship and seek purchase advice,” said David Vap, group vice president of Oracle, in the press release. “This customer trust provides an opportunity to increase customer product adoption and to reduce the cost of customer acquisition, thereby increasing company profitability.”
Last month Joe Panettieri reported that with SaaS revenues, exceeding $1 billion, Oracle is now the second largest SaaS provider, behind (most likely) SalesForce and ahead of NetSuite. “Read between the lines and (president Mark) Hurd was talking about CRM and other hosted applications that Oracle offers directly to end-customers,” he wrote — CRM in this case being the aforementioned combined RightNow/Sales Fusion offering.
Our readers can click here to read on overview for the Oracle PartnerNetwork.