An Oracle Best Practice Guide April Best Practices for Designing Contact Center Experiences with Oracle RightNow CX Cloud Service

Size: px
Start display at page:

Download "An Oracle Best Practice Guide April 2012. Best Practices for Designing Contact Center Experiences with Oracle RightNow CX Cloud Service"

Transcription

1 An Oracle Best Practice Guide April 2012 Best Practices for Designing Contact Center Experiences with Oracle RightNow CX Cloud Service

2 Introduction... 1 Understanding the Problem... 2 Addressing the Problem Through Best Practices... 2 Oracle RightNow Contact Center Experience... 3 Choosing the Right Tool for the Job... 4 Putting It All Together... 8 Incorporating External Systems Conclusion... 14

3 Introduction This guide contains best practices for using the design tools in Oracle RightNow Contact Center Experience. In most situations, a cross-functional team including operations managers, analysts, and IT professionals tackles experience design. IT and operations practitioners can apply the best practices in this guide as they approach both strategic and incremental customer experience improvement initiatives. This guide provides best practices for applying Oracle RightNow Contact Center Experience to agent operations. With this guide, you re equipped to apply the most-effective design tools for each situation facing agents. The guide ends with straightforward instructions to help you get started with each tool. 1

4 Understanding the Problem Guiding agents to deliver satisfying customer experiences is a cornerstone objective of nearly every contact center. Traditional approaches range from agent training and skills development programs to call scripting. Newer approaches include the use of agent-facing knowledge and contextual guidance. But how do you know which approach to take? There is a wide range of experience design tools that you can use to guide agents as part of Oracle RightNow Dynamic Agent Desktop Cloud Service, a product in the Oracle RightNow CX Cloud Service family. Each of these tools is designed to optimize the agent experience in a specific type of situation. Oracle RightNow Contact Center Experience gives you the power to combine these tools for your agents. With so many options, the task of choosing which tool to apply in each situation can be challenging, especially in cases where multiple tools can be used to provide agents with the guidance they need. This guide contains detailed information on the range of tools in Oracle RightNow Dynamic Agent Desktop Cloud Service, along with best practices for when and how to apply each tool. Addressing the Problem Through Best Practices Have you ever been talking with an agent who is mechanical in his responses, offering choices that make no sense for your situation? Or how about an agent who fumbles over the process of handling your request, asking for the same information twice and missing key steps? These are a few of the consequences of applying the wrong agent tools to a situation. We d all like to think that these poor experiences don t happen in our contact center. But even if you don t believe the customer satisfaction statistics a few quick phone calls to companies you do business with will convince you: these problems crop up far too often in contact centers. For decades, the standard approach to solving these customer experience problems has been a twofold strategy: Train agents to handle specific situations very well. Segment and route calls to agents who are skilled in handling the situation at hand. In the current economic climate, more and more contact centers have been searching for a way to provide the same quality of experience they achieved using this approach, but with minimal agent training costs. Other contact centers are looking for a way to build on the skills/routing approach and uplift their customer satisfaction (CSAT) using advanced techniques. Oracle RightNow CX Cloud Service provides a series of design tools that are purpose-built to help contact centers meet these goals. These tools comprise Oracle RightNow Contact Center Experience. 2

5 Oracle RightNow Contact Center Experience Oracle RightNow Contact Center Experience contains tools to configure your instance of Oracle RightNow Dynamic Agent Desktop Cloud Service for an optimal experience. Oracle RightNow Contextual Workspaces Cloud Service Oracle RightNow Contextual Workspaces Cloud Service provides the screens that agents use in Oracle RightNow CX Cloud Service. Agents use Oracle RightNow Contextual Workspaces Cloud Service (commonly called workspaces) to work support cases (commonly called incidents), view customer information, log calls, respond to s, chat with customers, post social media responses, take orders, and much more. Because every company is different, workspaces are fully configurable. You choose what information and tools to show in your instance of Oracle RightNow CX Cloud Service. The contextual part of Oracle RightNow Contextual Workspaces Cloud Service refers to the ability to dynamically modify the screen while the agent is using it. Oracle RightNow CX Cloud Service includes a rule-based designer for you to specify how the workspace needs to change for each situation. Oracle RightNow Guided Assistance Cloud Service Oracle RightNow Guided Assistance Cloud Service provides agents with guides for specific situations. A guide gives an agent step-by-step instructions for handling the situation. The instructions in the guide can branch along the way, much like a decision tree. The guide can point the agent to relevant knowledge articles (commonly called answers) as well as hints and tips. Oracle RightNow CX Cloud Service clients most often use guides to help agents with troubleshooting and compliance with corporate policies, but the guides can be used to provide basic guidance to agents in nearly any situation. Oracle RightNow Agent Scripting Cloud Service Oracle RightNow Agent Scripting Cloud Service directs agents in handling sensitive conversations. A script tells the agent what to say during the conversation and gives the agent relevant information to act on. Scripts can also guide an agent to collect information in easy steps. Similar to Oracle RightNow Guided Assistance Cloud Service, scripts can branch along the way. But with Oracle RightNow Agent Scripting Cloud Service, the branching logic can be more sophisticated combining multiple criteria, incorporating external systems, supporting complex navigation, and even accommodating nonlinear paths. Oracle RightNow CX Cloud Service clients most often use scripts to direct agents in selling and fulfillment processes. Scripts are also used for intelligent agent greetings allowing the agent to confirm any information passed from an interactive voice response (IVR) system or other communication system and transition to addressing the purpose for the interaction. 3

6 Oracle RightNow Desktop Workflow Cloud Service Oracle RightNow Desktop Workflow Cloud Service helps agents switch context during interactions. With Oracle RightNow Desktop Workflow Cloud Service, you design workflows that span the full interaction from start to finish. These interaction flows can present the agent with a sequence of workspaces and scripts dynamically as the context of the interaction evolves. As your workspaces become more tailored to specialized contexts, Oracle RightNow Desktop Workflow Cloud Service becomes an essential means of switching between workspaces. Interaction workflows are also used to automate actions, saving precious time. Oracle RightNow Desktop Workflow Cloud Service lets you create business records behind the scenes, generate backoffice tasks, and store information. Oracle RightNow CX Cloud Service customers use Oracle RightNow Desktop Workflow Cloud Service to orchestrate communication with business processes. Choosing the Right Tool for the Job With so many tools in Oracle RightNow Contact Center Experience, it can be challenging to choose the best tool for the job at hand. This section provides several approaches for deciding which tools to apply in each situation. Choosing Tools Based on Your Goals What goals have you set for improving contact center operations? You may have goals based on a continuous improvement program, competitive pressure, or budgetary constraints, or you may face acute operational challenges. Alternatively, if you are an Oracle RightNow CX Cloud Service customer, you may have received a customer experience assessment or contact center assessment, which provides an ROI-based foundation for goal setting. Here is a sample assessment with goals you might have for agent operations: Figure 1. A customer experience assessment can help you set contact center goals. Once you ve determined your goals, you can evaluate which tools might provide the best leverage for you. Figure 2 helps you to see which tools are well suited to your goals. 4

7 Figure 2. Choose Oracle RightNow CX Cloud Service design tools that are aligned to your primary contact center goals. The design of each tool determines its optimal application. For example, the ability of Oracle RightNow Guided Assistance Cloud Service to help agents with troubleshooting makes it excel in improving effectiveness and first-call resolution, but not with selling. Conversely, the ability of Oracle RightNow Agent Scripting Cloud Service to step agents through prescribed procedures with rich content and instructions makes it ideal for consultative selling and enforcing corporate policies, but only marginally with customer satisfaction and handle time. Choosing Tools Based on Agent Processes Another way to evaluate which are the right tools for the job is to look at the agent processes involved. The tools in Oracle RightNow Contact Center Experience are purpose-built to be applied to a specific set of agent processes. For example, Oracle RightNow Agent Scripting Cloud Service is purpose-built for troubleshooting customer problems and guiding agents to comply with corporate policies. Conversely, Oracle RightNow Guided Assistance Cloud Service is best suited for guiding agents in sensitive situations like saving customer cancellations, selling, and greeting customers in context. Figure 3 helps to identify the tools that are best suited to support your agent processes. 5

8 Figure 3. Determine the degree of alignment between Oracle RightNow CX Cloud Service design tools and common agent processes. As you look across your agent operations, chances are you support a number of these processes today. For this reason, the design suite gives you ways to combine the design tools into Oracle RightNow Dynamic Agent Desktop Cloud Service. (For more information, see the section Putting It All Together. ) Choosing Tools Based on Specific Capabilities If you re evaluating the design tools in Oracle RightNow Contact Center Experience for purposes that are specific to your operations or that don t fit into the guidelines above, the easiest way to choose the most appropriate tool may be to compare the specific capabilities of each one. Table 1 shows some key capabilities for each of the design tools in the suite. 6

9 TABLE 1. DESIGN TOOLS CAPABILITIES CAPABILITIES CONTEXTUAL GUIDED AGENT DESKTOP WORKSPACES ASSISTANCE SCRIPTING WORKFLOW USER INTERFACE OPTIMIZATION Display a screen for agents to use X Modify the screen agents use X X Provide controls for agent input X X X Embed external applications X X Switch screens agents use X X Display formatted content X X X AGENT GUIDANCE Provide a question/answer conversational UI X X Encapsulate corporate decisions X X X Direct agents to knowledge articles X Branch based on agent input X X Branch based on multiple factors X X Act on decisions from external systems X X AUTOMATION Set field values to store information X X X Create business records X Generate back-office tasks X Coordinate information with other systems X X X Act on decisions from other systems X X Although this is not a comprehensive list of capabilities, it should give you a general sense of what each tool can do. For a complete list of functionality with each tool, refer to the Oracle RightNow CX Cloud Service documentation available online at the RightNow Community. 7

10 Putting It All Together To handle the range of situations your contact center faces, you ll want to use all the tools in Oracle RightNow together. This section outlines straightforward guidelines for orchestrating the design tools to provide agents with an intuitive, high-performance desktop. Start with Contextual Workspaces Oracle RightNow Contextual Workspaces Cloud Service is the most commonly used of all the tools in Oracle RightNow Contact Center Experience. Start by designing a generic workspace for each of the business records agents use typically contacts, incidents, tasks, opportunities, and organizations. The workspace for each record should contain all the basic information agents need in order to handle the full range of interactions they will encounter. Each workspace should also contain controls for agents to record critical business record information and notes during interactions. At this point, you should be able to pick out groups of information and controls that apply only to some types of interactions perhaps by category or product. Group these fields and other controls into panels and/or tabs in the workspace; then add workspace rules to conditionally show each panel or tab when it is needed. This is a common first step to making your workspaces dynamic. Adding a rule looks like this: Figure 4. Use rules to make workspaces contextual. Once you ve finalized the workspaces, deploy them to the profiles your agents use in the Administration area of Oracle RightNow CX Cloud Service, as shown in Figure 5. 8

11 Figure 5. Deploy a workspace to agents via profile settings. Enhance Your Knowledgebase with Guides To start enhancing your knowledgebase using Oracle RightNow Guided Assistance Cloud Service, create guides for the most-common decisions your agents need to make. These could range from decisions based on company policies to determinations made while troubleshooting a customer issue. To create a guide, add questions that represent the decisions or determinations to be made. For each decision, list the possible outcomes with the question. Then, link the questions together in a logical flow, as shown in Figure 6. 9

12 Figure 6. Create a guide for agents using Oracle RightNow Guided Assistance Cloud Service. Once you ve created guides for the most-common decisions, publish them to the knowledgebase as answers with keywords to help agents find the guides easily. Once the guides are published in the knowledgebase, enable agents to find and use the guides by adding Oracle RightNow Guided Assistance Cloud Service to their workspaces. Script the Sensitive Situations With Oracle RightNow Contextual Workspaces Cloud Service providing a strong foundation for agents to handle a full range of interactions and guides for the most-common decisions agents make, the next step is to script the sensitive situations that require the most skill from your agents to handle well. Agents benefit most from scripting in situations where they need to deliver a difficult message, need to use controlled language, in consultative selling, or in lengthy procedures where it s easy to miss a step. Creating scripts using Oracle RightNow Agent Scripting Cloud Service is very similar to creating workspaces with a few key differences. 10

13 Scripts are a sequence of screens held together by linear or branching navigation. Instead of designing one screen packed with information as you would for a workspace, you ll design a series of screens that comprise the script. Scripts can take input that is used for branching logic. Oracle RightNow Agent Scripting Cloud Service provides controls called script questions that allow agents to make selections during the interaction that you can then use to branch the script navigation from but the data in these questions is not stored after the interaction ends. This is a significant difference from workspaces where information in every field and control is stored in the database for business record keeping. Scripts are embedded in workspaces. Oracle RightNow Contextual Workspaces Cloud Service includes the ability to display scripts built using Oracle RightNow Agent Scripting Cloud Service. Once you have built a script, you can add it to a workspace using a script object in the workspace designer. These differences make the activity of designing scripts feel quite different than designing workspaces. Figure 7 shows an example of a script being designed. Figure 7. Use Oracle RightNow Agent Scripting Cloud Service to design scripts. Help Agents Switch Context Using Workflow One of the most powerful capabilities of Oracle RightNow Dynamic Agent Desktop Cloud Service is the ability to switch context as many times as needed during an interaction. In the three steps previously discussed in this section (1. Start with Contextual Workspaces, 2. Enhance Your Knowledgebase with Guides, and 3. Script the Sensitive Situations), workspaces have served as the top-level container for the context of the interaction. So, to switch context you need to switch workspaces, using Oracle RightNow Desktop Workflow Cloud Service. 11

14 To do this, create a new workflow in the Application Appearance area of Oracle RightNow CX Cloud Service Administration. (Note: If you have Oracle RightNow Desktop Workflow Cloud Service, you can create and manage workflows alongside with workspaces in the Workspace Explorer view.) Add a mix of workspaces and scripts to the workflow; typically, you would include workspaces that are highly tuned to address specific situations. You may find as you re looking through your workspaces that a small number of them are overburdened with trying to address too many contexts. In this case, you should break these workspaces apart into separate workspaces for each context, and then add each workspace to the workflow. With the workspaces and scripts embedded in the workflow, the next step is to connect them with the logic that specifies which workspace to show in each situation, and the flow from one to the next. Use the decision elements in the workflow designer to specify the logic, and use connector elements to arrange the flow. The resulting workflow might look something like the depiction in Figure 8. Figure 8. Design a workflow using Oracle RightNow Desktop Workflow Cloud Service. Once you ve designed the workflow, you will want to test it out using the Preview function. You can test out workflows against new or existing business records in your instance of Oracle RightNow CX Cloud Service. To do advanced testing, you can deploy the workflow to a test account and ensure that all the rules, conditions, branching logic, and decision points operate properly with different profile permissions in the full range of customer contexts. To deploy the workflow to a test account, select it as the workflow in that account s profile. (See Figure 5 for an illustration of this.) Once you feel comfortable with the workflow, deploy it to the agents on the floor. You can deploy the workflow progressively as agents are prepared and trained for the switch. Once the workflow is deployed, agents will see it the next time they open Oracle RightNow CX Cloud Service. 12

15 Incorporating External Systems As you think through how to apply the best practices in this guide to your operations, you may find that you want to use Oracle RightNow CX Cloud Service for end-to-end interactions but have your agents rely on one or more other systems. Typical contact centers that deploy Oracle RightNow CX Cloud Service use from 6 to more than 40 agent applications. Instead of trying to unify all your applications into one monolithic system, it s much easier to simply coordinate the applications at the desktop. You can incorporate these applications with the tools in the Oracle RightNow Contact Center Experience in a variety of ways. Web-Based Desktop Integration Oracle RightNow Contextual Workspaces Cloud Service and Oracle RightNow Agent Scripting Cloud Service include the ability to embed Web-based applications visually on the screen for agents. To embed a Web application, add a browser control to the workspace or script and specify the URL of the Web application for that control. Often you will want to direct agents to a very specific location with the Web application, likely loading information specific to the customer, case, or order at hand. To do this, specify the URL parameters accepted by the Web application with information contained in Oracle RightNow CX Cloud Service. Most information available in Oracle RightNow Contextual Workspaces Cloud Service can be passed in URL parameters to pass context seamlessly. You can add as many Web browser controls to a workspace as you want, but too many will degrade the performance of the desktop. If you have more than a few Web browsers, we strongly recommend that you use the Progressive Load option for each browser control. If you have more than six browser controls in a workspace, we recommend that you decompose that workspace into several workspaces that can be loaded dynamically with Oracle RightNow Desktop Workflow Cloud Service. Microsoft.NET Based Desktop Integration Because so many contact center applications are built to run on Microsoft Windows, Oracle RightNow Contextual Workspaces Cloud Service and Oracle RightNow Agent Scripting Cloud Service include the ability to embed native Windows applications through an add-in framework. Embedding Windows applications using the add-in framework lets agents use these applications within Oracle RightNow Dynamic Agent Desktop Cloud Service. One of the great advantages of doing this is that each application can be loaded and displayed dynamically during the interaction as needed, rather than sitting idle on the desktop taking up UI space and PC resources. Another great advantage of embedding applications in Oracle RightNow Dynamic Agent Desktop Cloud Service is that information can be exchanged and coordinated between the systems at the desktop. This is typically much less complex and expensive than integrating back-end servers. For more information on these desktop integration approaches, visit the developer community in RightNow Community. The developer community contains a wealth of information and best practices for integrating and extending Oracle RightNow CX Cloud Service. 13

16 Conclusion Oracle RightNow CX Cloud Service customers have tools that enable them to deliver contact center experiences that are consistently superior to those of their competitors, driving sustained loyalty and disproportionate top-line growth. Oracle RightNow Contact Center Experience contains tools supporting agents in a wide range of situations. But the power of these design tools challenges business analysts and operations managers to wield the tools to maximum gain. With the best practices in this guide, managers are equipped to meet this challenge and deliver superior contact center experiences. 14

17 Best Practices for Designing Contact Center Experiences with Oracle RightNow CX Cloud Service April 2012 Author: Neil Srinivasan Oracle Corporation World Headquarters 500 Oracle Parkway Redwood Shores, CA U.S.A. Worldwide Inquiries: Phone: Fax: Copyright 2012, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark licensed through X/Open Company, Ltd oracle.com

An Oracle Best Practice Guide April 2012. Best Practices for Implementing Contact Center Experiences

An Oracle Best Practice Guide April 2012. Best Practices for Implementing Contact Center Experiences An Oracle Best Practice Guide April 2012 Best Practices for Implementing Contact Center Experiences Introduction... 1 Understanding the Challenges of Contact Center Processes... 2 Addressing the Challenges

More information

An Oracle White Paper July 2013. Introducing the Oracle Home User in Oracle Database 12c for Microsoft Windows

An Oracle White Paper July 2013. Introducing the Oracle Home User in Oracle Database 12c for Microsoft Windows An Oracle White Paper July 2013 Introducing the Oracle Home User Introduction Starting with Oracle Database 12c Release 1 (12.1), Oracle Database on Microsoft Windows supports the use of an Oracle Home

More information

Oracle Service Cloud and Oracle Field Service Cloud Accelerator

Oracle Service Cloud and Oracle Field Service Cloud Accelerator Oracle Service Cloud and Oracle Field Service Cloud Accelerator If your contact center and field service operations are still functioning as independent entities, you have new opportunities to elevate

More information

An Oracle White Paper November 2010. Oracle Business Intelligence Standard Edition One 11g

An Oracle White Paper November 2010. Oracle Business Intelligence Standard Edition One 11g An Oracle White Paper November 2010 Oracle Business Intelligence Standard Edition One 11g Introduction Oracle Business Intelligence Standard Edition One is a complete, integrated BI system designed for

More information

An Oracle White Paper February 2014. Oracle Data Integrator 12c Architecture Overview

An Oracle White Paper February 2014. Oracle Data Integrator 12c Architecture Overview An Oracle White Paper February 2014 Oracle Data Integrator 12c Introduction Oracle Data Integrator (ODI) 12c is built on several components all working together around a centralized metadata repository.

More information

An Oracle Communications White Paper December 2014. Serialized Asset Lifecycle Management and Property Accountability

An Oracle Communications White Paper December 2014. Serialized Asset Lifecycle Management and Property Accountability An Oracle Communications White Paper December 2014 Serialized Asset Lifecycle Management and Property Accountability Disclaimer The following is intended to outline our general product direction. It is

More information

An Oracle White Paper August 2013. Oracle Service Cloud Integration with Oracle Siebel Service

An Oracle White Paper August 2013. Oracle Service Cloud Integration with Oracle Siebel Service An Oracle White Paper August 2013 Oracle Service Cloud Integration with Oracle Siebel Service Disclaimer The following is intended to outline our general product direction. It is intended for information

More information

Modern Customer Care In a Multi-Channel World

Modern Customer Care In a Multi-Channel World An Oracle White Paper March 2015 Modern Customer Care In a Multi-Channel World By David Lanning, Senior CX Strategist and Jeff Griebeler, Principal Sales Consultant Executive Overview The Connected Customer

More information

An Oracle White Paper May 2011. Distributed Development Using Oracle Secure Global Desktop

An Oracle White Paper May 2011. Distributed Development Using Oracle Secure Global Desktop An Oracle White Paper May 2011 Distributed Development Using Oracle Secure Global Desktop Introduction One of the biggest challenges software development organizations face today is how to provide software

More information

Oracle s BigMachines Solutions. Cloud-Based Configuration, Pricing, and Quoting Solutions for Enterprises and Fast-Growing Midsize Companies

Oracle s BigMachines Solutions. Cloud-Based Configuration, Pricing, and Quoting Solutions for Enterprises and Fast-Growing Midsize Companies Oracle s BigMachines Solutions Cloud-Based Configuration, Pricing, and Quoting Solutions for Enterprises and Fast-Growing Midsize Companies Oracle s BigMachines cloud-based solutions enable both enterprise

More information

An Oracle Best Practice Guide April 2012. Best Practices for Knowledgebase and Search Effectiveness

An Oracle Best Practice Guide April 2012. Best Practices for Knowledgebase and Search Effectiveness An Oracle Best Practice Guide April 2012 Best Practices for Knowledgebase and Search Effectiveness Introduction Ensuring that your knowledgebase is properly optimized to help customers find what they need

More information

Oracle Sales Cloud Configuration, Customization and Integrations

Oracle Sales Cloud Configuration, Customization and Integrations WINTER 15 Oracle Sales Cloud Configuration, Customization and Integrations Oracle's standards-based, open and flexible platform makes it easy to rapidly build and deploy rich applications or integrate

More information

An Oracle White Paper May 2011 BETTER INSIGHTS AND ALIGNMENT WITH BUSINESS INTELLIGENCE AND SCORECARDS

An Oracle White Paper May 2011 BETTER INSIGHTS AND ALIGNMENT WITH BUSINESS INTELLIGENCE AND SCORECARDS An Oracle White Paper May 2011 BETTER INSIGHTS AND ALIGNMENT WITH BUSINESS INTELLIGENCE AND SCORECARDS 1 Introduction Business Intelligence systems have been helping organizations improve performance by

More information

FAQ: How to create Effective Messages

FAQ: How to create Effective Messages User Experience Direct (UX Direct) FAQ: How to create Effective Messages Disclaimer The following is intended to outline our general product direction. It is intended for information purposes only, and

More information

Oracle Service Cloud and Oracle WebRTC Session Controller ORACLE WHITE PAPER FEBRUARY 2015

Oracle Service Cloud and Oracle WebRTC Session Controller ORACLE WHITE PAPER FEBRUARY 2015 Oracle Service Cloud and Oracle WebRTC Session Controller ORACLE WHITE PAPER FEBRUARY 2015 Disclaimer The following is intended to outline our general product direction. It is intended for information

More information

An Oracle White Paper July 2011. Oracle Desktop Virtualization Simplified Client Access for Oracle Applications

An Oracle White Paper July 2011. Oracle Desktop Virtualization Simplified Client Access for Oracle Applications An Oracle White Paper July 2011 Oracle Desktop Virtualization Simplified Client Access for Oracle Applications Overview Oracle has the world s most comprehensive portfolio of industry-specific applications

More information

An Oracle White Paper March 2013. Oracle s Single Server Solution for VDI

An Oracle White Paper March 2013. Oracle s Single Server Solution for VDI An Oracle White Paper March 2013 Oracle s Single Server Solution for VDI Introduction The concept of running corporate desktops in virtual machines hosted on servers is a compelling proposition. In contrast

More information

An Oracle White Paper February 2013. Integration with Oracle Fusion Financials Cloud Service

An Oracle White Paper February 2013. Integration with Oracle Fusion Financials Cloud Service An Oracle White Paper February 2013 Integration with Oracle Fusion Financials Cloud Service Executive Overview Cloud computing is a vision that is increasingly turning to reality for many companies. Enterprises,

More information

An Oracle Best Practice Guide March 2012. Best Practices for Oracle RightNow Cobrowse Cloud Service

An Oracle Best Practice Guide March 2012. Best Practices for Oracle RightNow Cobrowse Cloud Service An Oracle Best Practice Guide March 2012 Best Practices for Oracle RightNow Cobrowse Cloud Service Introduction Using phone or chat channels is a popular way for customer support staff to communicate with

More information

An Oracle White Paper April, 2010. Effective Account Origination with Siebel Financial Services Customer Order Management for Banking

An Oracle White Paper April, 2010. Effective Account Origination with Siebel Financial Services Customer Order Management for Banking An Oracle White Paper April, 2010 Effective Account Origination with Siebel Financial Services Customer Order Management for Banking Executive Overview In the absence of an enterprise account origination

More information

March 2014. Oracle Business Intelligence Discoverer Statement of Direction

March 2014. Oracle Business Intelligence Discoverer Statement of Direction March 2014 Oracle Business Intelligence Discoverer Statement of Direction Oracle Statement of Direction Oracle Business Intelligence Discoverer Disclaimer This document in any form, software or printed

More information

Mobile-First Strategy. CIO Executive Interview

Mobile-First Strategy. CIO Executive Interview Mobile-First Strategy CIO Executive Interview Mark Sunday, CIO of Oracle Corporation, interviewed Suhas Uliyar, Vice President of Mobile Strategy Product Management at Oracle, to learn about the critical

More information

G Cloud 7 Pricing Document

G Cloud 7 Pricing Document G Cloud 7 Pricing Document October 2015 Pricing Pricing Information This is Oracle s G-Cloud 7 Pricing Document for the following service(s): Services SaaS Extension S1 Non-Metered Usage Services SaaS

More information

Oracle Knowledge Solutions for Insurance. Answers that Fuel Growth

Oracle Knowledge Solutions for Insurance. Answers that Fuel Growth Oracle Knowledge Solutions for Insurance Answers that Fuel Growth When seeking to boost market share and customer retention rates, having answers makes all the difference. Timely answers help brokers and

More information

Minutes on Modern Finance Midsize Edition

Minutes on Modern Finance Midsize Edition Minutes on Modern Finance Midsize Edition Roadmap to a Successful Cloud Implementation 5 Steps to Consider for Ensuring a Successful Implementation If you are a growing midsize organization, chances are

More information

Connect the Contact Center to the Field with Oracle Service Cloud

Connect the Contact Center to the Field with Oracle Service Cloud Connect the Contact Center to the Field with Oracle Service Cloud O R A C L E W H I T E P A P E R J U N E 2 0 1 5 Disclaimer: This document is for informational purposes. It is not a commitment to deliver

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

June, 2015 Oracle s Siebel CRM Statement of Direction Client Platform Support

June, 2015 Oracle s Siebel CRM Statement of Direction Client Platform Support June, 2015 Oracle s Siebel CRM Statement of Direction Client Platform Support Oracle s Siebel CRM Statement of Direction IP2016 Client Platform Support Disclaimer This document in any form, software or

More information

Oracle Primavera Gateway

Oracle Primavera Gateway Oracle Primavera Gateway Disclaimer The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is

More information

See What's Coming in Oracle Service Cloud

See What's Coming in Oracle Service Cloud bu See What's Coming in Oracle Service Cloud Release Content Document August 2015 TABLE OF CONTENTS ORACLE SERVICE CLOUD AUGUST RELEASE OVERVIEW... 3 WEB CUSTOMER SERVICE... 4 Oracle Service Cloud Community

More information

October 2015. Oracle Application Express Statement of Direction

October 2015. Oracle Application Express Statement of Direction October 2015 Oracle Application Express Statement of Direction Disclaimer This document in any form, software or printed matter, contains proprietary information that is the exclusive property of Oracle.

More information

G Cloud 7 Pricing Document

G Cloud 7 Pricing Document G Cloud 7 Pricing Document October 205 Pricing Pricing Information This is Oracle s G-Cloud 7 Pricing Document for the following service(s): Metered Usage Oracle Java Cloud Trial B78388 Not applicable

More information

An Oracle White Paper May 2013. Creating Custom PDF Reports with Oracle Application Express and the APEX Listener

An Oracle White Paper May 2013. Creating Custom PDF Reports with Oracle Application Express and the APEX Listener An Oracle White Paper May 2013 Creating Custom PDF Reports with Oracle Application Express and the APEX Listener Disclaimer The following is intended to outline our general product direction. It is intended

More information

An Oracle White Paper August 2010. Higher Security, Greater Access with Oracle Desktop Virtualization

An Oracle White Paper August 2010. Higher Security, Greater Access with Oracle Desktop Virtualization An Oracle White Paper August 2010 Higher Security, Greater Access with Oracle Desktop Virtualization Introduction... 1 Desktop Infrastructure Challenges... 2 Oracle s Desktop Virtualization Solutions Beyond

More information

ORACLE OPS CENTER: VIRTUALIZATION MANAGEMENT PACK

ORACLE OPS CENTER: VIRTUALIZATION MANAGEMENT PACK ORACLE OPS CENTER: VIRTUALIZATION MANAGEMENT PACK KEY FEATURES LIFECYCLE MANAGEMENT OF VIRTUALIZATION TECHNOLOGIES MADE SIMPLE Automation of lifecycle management reduces costs and errors while improving

More information

An Oracle White Paper October 2011. Migrating Customers to Lower-Cost Channels

An Oracle White Paper October 2011. Migrating Customers to Lower-Cost Channels An Oracle White Paper October 2011 Migrating Customers to Lower-Cost Channels Executive Overview Are you pressured to lower your contact center costs? Are customers insisting that you improve service?

More information

ORACLE FUSION PROJECT MANAGEMENT CLOUD SERVICE

ORACLE FUSION PROJECT MANAGEMENT CLOUD SERVICE ORACLE FUSION PROJECT MANAGEMENT CLOUD SERVICE Oracle Fusion Project Management Cloud extends planning and scheduling to the occasional project manager; to those who manage projects infrequently and not

More information

Managed Storage Services

Managed Storage Services An Oracle White Paper January 2014 Managed Storage Services Designed to Meet Your Custom Needs for Availability, Reliability and Security A complete Storage Solution Oracle Managed Cloud Services (OMCS)

More information

Oracle s Primavera Prime Capital Plan Management

Oracle s Primavera Prime Capital Plan Management Oracle s Primavera Prime Capital Plan Management The nature of capital projects necessitate planning for not only infrastructure needs, but for the operational and regulatory requirements of the infrastructure

More information

Business Driven Process Optimization

Business Driven Process Optimization An Oracle Solution Brief October 2013 Business Driven Process Optimization Introduction... 3 Improving Business Processes... 3 Being Business Driven... 3 Business-driven process design with Oracle BPM

More information

An Oracle White Paper October 2011. BI Publisher 11g Scheduling & Apache ActiveMQ as JMS Provider

An Oracle White Paper October 2011. BI Publisher 11g Scheduling & Apache ActiveMQ as JMS Provider An Oracle White Paper October 2011 BI Publisher 11g Scheduling & Apache ActiveMQ as JMS Provider Disclaimer The following is intended to outline our general product direction. It is intended for information

More information

An Oracle White Paper June 2014. Security and the Oracle Database Cloud Service

An Oracle White Paper June 2014. Security and the Oracle Database Cloud Service An Oracle White Paper June 2014 Security and the Oracle Database Cloud Service 1 Table of Contents Overview... 3 Security architecture... 4 User areas... 4 Accounts... 4 Identity Domains... 4 Database

More information

An Oracle White Paper November 2011. Knowledge-Infused Customer Relationship Management: A Game-Changing Investment for Customer Support

An Oracle White Paper November 2011. Knowledge-Infused Customer Relationship Management: A Game-Changing Investment for Customer Support An Oracle White Paper November 2011 Knowledge-Infused Customer Relationship Management: A Game-Changing Investment for Customer Support Executive Overview Combining knowledge management (KM) with customer

More information

An Oracle White Paper June, 2012. Provisioning & Patching Oracle Database using Enterprise Manager 12c.

An Oracle White Paper June, 2012. Provisioning & Patching Oracle Database using Enterprise Manager 12c. An Oracle White Paper June, 2012 Provisioning & Patching Oracle Database using Enterprise Manager 12c. Table of Contents Executive Overview... 2 Introduction... 2 EM Readiness:... 3 Installing Agent...

More information

An Oracle White Paper October 2011. Why CRM Has Failed the Customer And What to Do About It

An Oracle White Paper October 2011. Why CRM Has Failed the Customer And What to Do About It An Oracle White Paper October 2011 Why CRM Has Failed the Customer And What to Do About It Introduction Customer relationship management (CRM) one of the great application categories to emerge over the

More information

An Oracle White Paper September 2013. Oracle WebLogic Server 12c on Microsoft Windows Azure

An Oracle White Paper September 2013. Oracle WebLogic Server 12c on Microsoft Windows Azure An Oracle White Paper September 2013 Oracle WebLogic Server 12c on Microsoft Windows Azure Table of Contents Introduction... 1 Getting Started: Creating a Single Virtual Machine... 2 Before You Begin...

More information

APPLICATION MANAGEMENT SUITE FOR ORACLE E-BUSINESS SUITE APPLICATIONS

APPLICATION MANAGEMENT SUITE FOR ORACLE E-BUSINESS SUITE APPLICATIONS APPLICATION MANAGEMENT SUITE FOR ORACLE E-BUSINESS SUITE APPLICATIONS Oracle Application Management Suite for Oracle E-Business Suite is a robust application management solution that helps you achieve

More information

An Oracle White Paper October 2013. Gneis Turns to Oracle to Secure and Manage SIP Trunks

An Oracle White Paper October 2013. Gneis Turns to Oracle to Secure and Manage SIP Trunks An Oracle White Paper October 2013 Gneis Turns to Oracle to Secure and Manage s Gneis Turns to Oracle to Secure and Manage s Executive Overview Gneis Global Services SA planned to introduce Session Initiation

More information

An Oracle White Paper June 2014. Data Movement and the Oracle Database Cloud Service Multitenant Edition

An Oracle White Paper June 2014. Data Movement and the Oracle Database Cloud Service Multitenant Edition An Oracle White Paper June 2014 Data Movement and the Oracle Database Cloud Service Multitenant Edition 1 Table of Contents Introduction to data loading... 3 Data loading options... 4 Application Express...

More information

April 2014. Oracle Higher Education Investment Executive Brief

April 2014. Oracle Higher Education Investment Executive Brief April 2014 Oracle Higher Education Investment Executive Brief Disclaimer The following is intended to outline our general product direction. It is intended for information purposes only, and may not be

More information

An Oracle White Paper October 2011. Improving the Customer Experience by Replacing Enterprise Search with Enterprise Knowledge Management

An Oracle White Paper October 2011. Improving the Customer Experience by Replacing Enterprise Search with Enterprise Knowledge Management An Oracle White Paper October 2011 Improving the Customer Experience by Replacing Enterprise Search with Enterprise Knowledge Management Executive Overview To help users of their Websites find answers

More information

An Oracle White Paper June 2013. Oracle Linux Management with Oracle Enterprise Manager 12c

An Oracle White Paper June 2013. Oracle Linux Management with Oracle Enterprise Manager 12c An Oracle White Paper June 2013 Oracle Linux Management with Oracle Enterprise Manager 12c Introduction... 1 Oracle Enterprise Manager 12c Overview... 3 Managing Oracle Linux with Oracle Enterprise Manager

More information

Maximizing Profitability with Cloud Collaboration for your Business

Maximizing Profitability with Cloud Collaboration for your Business Maximizing Profitability with Cloud Collaboration for your Business Oracle Communications Unified Communications Suite O R A C L E W H I T E P A P E R J U L Y 2 0 1 5 Executive Overview The fabric of communications

More information

Oracle Taleo Enterprise Cloud Service. Talent Intelligence for Employee Insight

Oracle Taleo Enterprise Cloud Service. Talent Intelligence for Employee Insight Oracle Taleo Enterprise Cloud Service Talent Intelligence for Employee Insight Talent intelligence comprises insight and information about your people. It provides executives with a high-level view of

More information

An Oracle White Paper January 2011. Using Oracle's StorageTek Search Accelerator

An Oracle White Paper January 2011. Using Oracle's StorageTek Search Accelerator An Oracle White Paper January 2011 Using Oracle's StorageTek Search Accelerator Executive Summary...2 Introduction...2 The Problem with Searching Large Data Sets...3 The StorageTek Search Accelerator Solution...3

More information

PEOPLESOFT HELPDESK FOR HUMAN RESOURCES

PEOPLESOFT HELPDESK FOR HUMAN RESOURCES PEOPLESOFT HELPDESK FOR HUMAN RESOURCES Today s Human Resource organizations are faced with the challenge of providing rapid and high quality customer service to their workforce while containing or reducing

More information

An Oracle White Paper September 2012. Oracle Database and the Oracle Database Cloud

An Oracle White Paper September 2012. Oracle Database and the Oracle Database Cloud An Oracle White Paper September 2012 Oracle Database and the Oracle Database Cloud 1 Table of Contents Overview... 3 Cloud taxonomy... 4 The Cloud stack... 4 Differences between Cloud computing categories...

More information

A Framework for Implementing World-Class Talent Management. The highest performing businesses are re-focusing on talent management

A Framework for Implementing World-Class Talent Management. The highest performing businesses are re-focusing on talent management A Framework for Implementing World-Class Talent Management The highest performing businesses are re-focusing on talent management The highest performing businesses are re-focusing on talent management.

More information

PRODUCT HUB STREAMLINED ITEM BATCH USER INTERFACE DEFINE IMPORT FORMATS FOR SPREADSHEET IMPORT CONSOLIDATION OF DIGITAL ASSETS THROUGH THE ITEM BATCH

PRODUCT HUB STREAMLINED ITEM BATCH USER INTERFACE DEFINE IMPORT FORMATS FOR SPREADSHEET IMPORT CONSOLIDATION OF DIGITAL ASSETS THROUGH THE ITEM BATCH PRODUCT HUB Centralize product data across heterogeneous systems to create a blended product master record that is clean, standardized, accurate, and current. Harmonize it across business processes and

More information

Setting up the integration between Oracle Social Engagement & Monitoring Cloud Service and Oracle RightNow Cloud Service

Setting up the integration between Oracle Social Engagement & Monitoring Cloud Service and Oracle RightNow Cloud Service An Oracle Best Practice Guide November 2013 Setting up the integration between Oracle Social Engagement & Monitoring Cloud Service and Oracle RightNow Cloud Service Introduction Creation of the custom

More information

Oracle Cloud for Midsize Service Companies. An Oracle Industry Brief

Oracle Cloud for Midsize Service Companies. An Oracle Industry Brief Oracle Cloud for Midsize Service Companies An Oracle Industry Brief Competition is everywhere. Clients are demanding. Top talent is scarce. Globalization of services keeps changing your market. Face these

More information

An Oracle White Paper October 2013. Oracle Data Integrator 12c New Features Overview

An Oracle White Paper October 2013. Oracle Data Integrator 12c New Features Overview An Oracle White Paper October 2013 Oracle Data Integrator 12c Disclaimer This document is for informational purposes. It is not a commitment to deliver any material, code, or functionality, and should

More information

An Oracle White Paper September 2014. Adapting to PeopleSoft Continuous Delivery

An Oracle White Paper September 2014. Adapting to PeopleSoft Continuous Delivery An Oracle White Paper September 2014 Adapting to PeopleSoft Continuous Delivery Oracle White Paper PeopleSoft Enterprise and Fusion Middleware Disclaimer The following is intended to outline our general

More information

Oracle Communications Extension Group: Enterprise Application Guide ORACLE WHITE PAPER AUGUST 2015

Oracle Communications Extension Group: Enterprise Application Guide ORACLE WHITE PAPER AUGUST 2015 Oracle Communications Extension Group: Enterprise Application Guide ORACLE WHITE PAPER AUGUST 2015 Disclaimer The following is intended to outline our general product direction. It is intended for information

More information

Siebel CRM Quote and Order Capture - Product and Catalog Management

Siebel CRM Quote and Order Capture - Product and Catalog Management Siebel CRM Quote and Order Capture - Product and Catalog Management Siebel Product & Catalog Management provides the capabilities to enable businesses to develop, manage and deliver dynamic product catalogs

More information

APPLICATION MANAGEMENT SUITE FOR ORACLE E-BUSINESS SUITE APPLICATIONS

APPLICATION MANAGEMENT SUITE FOR ORACLE E-BUSINESS SUITE APPLICATIONS APPLICATION MANAGEMENT SUITE FOR ORACLE E-BUSINESS SUITE APPLICATIONS Oracle Application Management Suite for Oracle E-Business Suite delivers capabilities that helps to achieve high levels of application

More information

Oracle Documents Cloud Service. Secure Collaboration for the Digital Workplace

Oracle Documents Cloud Service. Secure Collaboration for the Digital Workplace Oracle Documents Cloud Service Secure Collaboration for the Digital Workplace Dawn of the Digital Business Today s organizations need agile information systems to fully embrace the digital experience.

More information

APPLICATION MANAGEMENT SUITE FOR SIEBEL APPLICATIONS

APPLICATION MANAGEMENT SUITE FOR SIEBEL APPLICATIONS APPLICATION MANAGEMENT SUITE FOR SIEBEL APPLICATIONS USER EXPERIENCE MANAGEMENT SERVICE LEVEL OBJECTIVE REAL USER MONITORING SYNTHETIC USER MONITORING SERVICE TEST KEY PERFORMANCE INDICATOR PERFORMANCE

More information

Oracle istore. Deliver Intelligent, Personalized Customer Experiences

Oracle istore. Deliver Intelligent, Personalized Customer Experiences Oracle istore Oracle istore is the Enterprise E-Business Suite ecommerce application that provides a personalized, comprehensive and cost-effective Internet sales channel. istore is a key component of

More information

An Oracle White Paper November 2011. Upgrade Best Practices - Using the Oracle Upgrade Factory for Siebel Customer Relationship Management

An Oracle White Paper November 2011. Upgrade Best Practices - Using the Oracle Upgrade Factory for Siebel Customer Relationship Management An Oracle White Paper November 2011 Upgrade Best Practices - Using the Oracle Upgrade Factory for Siebel Customer Relationship Management Executive Overview... 1 Introduction... 1 Standard Siebel CRM Upgrade

More information

An Oracle White Paper December 2010. Tutor Top Ten List: Implement a Sustainable Document Management Environment

An Oracle White Paper December 2010. Tutor Top Ten List: Implement a Sustainable Document Management Environment An Oracle White Paper December 2010 Tutor Top Ten List: Implement a Sustainable Document Management Environment Executive Overview Your organization (executives, managers, and employees) understands the

More information

An Oracle White Paper February 2011. Oracle Revenue Management and Billing for Healthcare Payers

An Oracle White Paper February 2011. Oracle Revenue Management and Billing for Healthcare Payers An Oracle White Paper February 2011 Oracle Revenue Management and Billing for Healthcare Payers INTRODUCTION... 1 ORACLE REVENUE MANAGEMENT AND BILLING FOR HEALTHCARE PAYERS... 3 FEATURES OVERVIEW... 3

More information

ORACLE CRM ON DEMAND RELEASE 30

ORACLE CRM ON DEMAND RELEASE 30 OR A C L E D A T A S H E E T ORACLE CRM ON DEMAND RELEASE 30 Get smarter, more productive and gain the best value with Oracle CRM On Demand Release 30. Oracle CRM On Demand continues to be the most complete

More information

THE NEW BUSINESS OF BUSINESS LEADERS. Hiring and Onboarding

THE NEW BUSINESS OF BUSINESS LEADERS. Hiring and Onboarding THE NEW BUSINESS OF BUSINESS LEADERS Hiring and Onboarding 2 INTRODUCTION Unlocking the potential of your talent is key to the success of your organization. Leading businesses actively dedicate resources

More information

An Oracle White Paper March 2012. Managing Metadata with Oracle Data Integrator

An Oracle White Paper March 2012. Managing Metadata with Oracle Data Integrator An Oracle White Paper March 2012 Managing Metadata with Oracle Data Integrator Introduction Metadata information that describes data is the foundation of all information management initiatives aimed at

More information

An Oracle White Paper May 2013. The Role of Project and Portfolio Management Systems in Driving Business and IT Strategy Execution

An Oracle White Paper May 2013. The Role of Project and Portfolio Management Systems in Driving Business and IT Strategy Execution An Oracle White Paper May 2013 The Role of Project and Portfolio Management Systems in Driving Business and IT Strategy Execution Introduction The need to link strategy and project execution is not new.

More information

An Oracle Best Practice Guide April 2012. Best Practices for Developing Answer Content

An Oracle Best Practice Guide April 2012. Best Practices for Developing Answer Content An Oracle Best Practice Guide April 2012 Best Practices for Developing Answer Content Introduction... 1 1. Write Content for Your Customers, Not for You... 2 2. Organize Your Knowledgebase... 2 3. Lay

More information

Oracle Order Management

Oracle Order Management Oracle Order Management Oracle Order Management is an order-to-cash solution that provides capabilities for customers, partners and employees to select the right products and services, negotiate the best

More information

An Oracle Strategy Brief November 2011. Rules for Rules: Bringing Order and Efficiency to the Modern Insurance Enterprise

An Oracle Strategy Brief November 2011. Rules for Rules: Bringing Order and Efficiency to the Modern Insurance Enterprise An Oracle Strategy Brief November 2011 Rules for Rules: Bringing Order and Efficiency to the Modern Insurance Enterprise Executive Overview... 1 Introduction... 2 Rules, Rules, Everywhere... 2 The Baseline:

More information

An Oracle White Paper March 2011. Integrating the SharePoint 2007 Adapter with WebCenter Spaces (11.1.1.3.0 & 11.1.1.4.0)

An Oracle White Paper March 2011. Integrating the SharePoint 2007 Adapter with WebCenter Spaces (11.1.1.3.0 & 11.1.1.4.0) An Oracle White Paper March 2011 Integrating the SharePoint 2007 Adapter with WebCenter Spaces (11.1.1.3.0 & 11.1.1.4.0) Table of Contents Introduction... 2 Overview... 2 Adding WebCenter Adapter for

More information

An Oracle Technical Article November 2015. Certification with Oracle Linux 6

An Oracle Technical Article November 2015. Certification with Oracle Linux 6 An Oracle Technical Article November 2015 Certification with Oracle Linux 6 Oracle Technical Article Certification with Oracle Linux 6 Introduction... 1 Comparing Oracle Linux 6 and Red Hat Enterprise

More information

Oracle Mobile Security

Oracle Mobile Security Oracle Mobile Security What s New in OMSS 11gR2 Patch Set 3 ORACLE WHITE PAPER MAY 2015 Disclaimer The following is intended to outline our general product direction. It is intended for information purposes

More information

Driving the Business Forward with Human Capital Management. Five key points to consider before you invest

Driving the Business Forward with Human Capital Management. Five key points to consider before you invest Driving the Business Forward with Human Capital Management Five key points to consider before you invest For HR leaders to contribute to the business successfully, they need HR solutions with the right

More information

Accelerating the Transition to Hybrid Cloud with Oracle Managed Cloud Integration Service

Accelerating the Transition to Hybrid Cloud with Oracle Managed Cloud Integration Service Accelerating the Transition to Hybrid Cloud with Oracle Managed Cloud Integration Service How to Connect Applications More Quickly and with Less Risk O R A C L E W H I T E P A P E R O C T O B E R 2 0 1

More information

An Oracle White Paper June, 2013. Enterprise Manager 12c Cloud Control Application Performance Management

An Oracle White Paper June, 2013. Enterprise Manager 12c Cloud Control Application Performance Management An Oracle White Paper June, 2013 Enterprise Manager 12c Cloud Control Executive Overview... 2 Introduction... 2 Business Application Performance Monitoring... 3 Business Application... 4 User Experience

More information

2011 Customer Experience Impact Report. Getting to the Heart of the Consumer and Brand Relationship

2011 Customer Experience Impact Report. Getting to the Heart of the Consumer and Brand Relationship 2011 Customer Experience Impact Report Getting to the Heart of the Consumer and Brand Relationship Today, consumers call the shots. With globalization and the internet providing nearly unlimited choices,

More information

ORACLE FUSION PERFORMANCE MANAGEMENT

ORACLE FUSION PERFORMANCE MANAGEMENT ORACLE FUSION PERFORMANCE MANAGEMENT STRATEGIC PERFORMANCE MANAGEMENT KEY FEATURES Intuitive task list and navigation easily directs users to the next step to take Informational region within performance

More information

The Yin and Yang of Enterprise Project Portfolio Management and Agile Software Development: Combining Creativity and Governance

The Yin and Yang of Enterprise Project Portfolio Management and Agile Software Development: Combining Creativity and Governance An Oracle White Paper August 2011 The Yin and Yang of Enterprise Project Portfolio Management and Agile Software Development: Combining Creativity and Governance How to gain a comprehensive picture of

More information

Introduction. Automated Discovery of IT assets

Introduction. Automated Discovery of IT assets ORACLE DATABASE LIFECYCLE MANAGEMENT PACK ORACLE DATABASE LIFECYCLE MANAGEMENT PACK KEY FEATURES Auto Discovery of hosts and databases Inventory tracking and reporting Database provisioning Schema and

More information

Improve your Customer Experience with High Quality Information

Improve your Customer Experience with High Quality Information An Oracle White Paper April 2014 Improve your Customer Experience with High Quality Information Executive Overview Businesses are better leveraging their key CX asset customer data - by building MDM foundations

More information

An Oracle White Paper November 2011. Financial Crime and Compliance Management: Convergence of Compliance Risk and Financial Crime

An Oracle White Paper November 2011. Financial Crime and Compliance Management: Convergence of Compliance Risk and Financial Crime An Oracle White Paper November 2011 Financial Crime and Compliance Management: Convergence of Compliance Risk and Financial Crime Disclaimer The following is intended to outline our general product direction.

More information

An Oracle White Paper April 2011. Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers

An Oracle White Paper April 2011. Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers An Oracle White Paper April 2011 Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers Introduction Mobile commerce, in all its forms, is growing exponentially. U.S. consumers of

More information

An Oracle White Paper November 2010. Leveraging Massively Parallel Processing in an Oracle Environment for Big Data Analytics

An Oracle White Paper November 2010. Leveraging Massively Parallel Processing in an Oracle Environment for Big Data Analytics An Oracle White Paper November 2010 Leveraging Massively Parallel Processing in an Oracle Environment for Big Data Analytics 1 Introduction New applications such as web searches, recommendation engines,

More information

Oracle Business Intelligence Enterprise Edition Plus and Microsoft Office SharePoint Server. An Oracle White Paper October 2008

Oracle Business Intelligence Enterprise Edition Plus and Microsoft Office SharePoint Server. An Oracle White Paper October 2008 Oracle Business Intelligence Enterprise Edition Plus and Microsoft Office SharePoint Server An Oracle White Paper October 2008 Oracle Business Intelligence Enterprise Edition Plus and Microsoft Office

More information

Oracle Fusion Incentive Compensation

Oracle Fusion Incentive Compensation Oracle Fusion Incentive Compensation Oracle Fusion Incentive Compensation empowers organizations with a rich set of plan design capabilities to streamline the rollout of new plan initiatives, productivity

More information

Top Ten Reasons for Deploying Oracle Virtual Networking in Your Data Center

Top Ten Reasons for Deploying Oracle Virtual Networking in Your Data Center Top Ten Reasons for Deploying Oracle Virtual Networking in Your Data Center Expect enhancements in performance, simplicity, and agility when deploying Oracle Virtual Networking in the data center. ORACLE

More information

Modern Sales in the Cloud. In the Era of the Empowered Customer

Modern Sales in the Cloud. In the Era of the Empowered Customer Modern Sales in the Cloud In the Era of the Empowered Customer Today s Sales Landscape 45% of enterprise-level buying decisions are made before your buyer says hello to 1 your sales rep 60% of sellers

More information

An Oracle Benchmarking Study February 2011. Oracle Insurance Insbridge Enterprise Rating: Performance Assessment

An Oracle Benchmarking Study February 2011. Oracle Insurance Insbridge Enterprise Rating: Performance Assessment An Oracle Benchmarking Study February 2011 Oracle Insurance Insbridge Enterprise Rating: Performance Assessment Executive Overview... 1 RateManager Testing... 2 Test Environment... 2 Test Scenarios...

More information

Oracle s WebRTC Solution for the Enterprise. Enabling secure, reliable, and scalable communications within browsers and mobile applications

Oracle s WebRTC Solution for the Enterprise. Enabling secure, reliable, and scalable communications within browsers and mobile applications Oracle s WebRTC Solution for the Enterprise Enabling secure, reliable, and scalable communications within browsers and mobile applications WebRTC enhances customer interactions and unleashes business innovation

More information

An Oracle White Paper February 2014. Centralized vs. Distributed SIP Trunking: Making an Informed Decision

An Oracle White Paper February 2014. Centralized vs. Distributed SIP Trunking: Making an Informed Decision An Oracle White Paper February 2014 Centralized vs. Distributed SIP Trunking: Making an Informed Decision Executive Overview Businesses across the globe are migrating from TDM access services to SIP trunks

More information