ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE KEY FEATURES Global social media, web, and news feed data Market-leading listening quality Automatic categorization Configurable dashboards, drill-down precision Competitive monitoring and comparison Data export Priority conversation and comment filtering Enterprise assignments, routing and workflow CRM integration Contextual response across social media channels Role and team-level administration Trackable metrics A component of Oracle Social Relationship Management, Oracle Social Engagement and Monitoring Cloud Services provides the foundation required to shift to this new type of customer relationship. Listen to what customers are saying, identify key influencers, and keep tabs on your competitors. Engage in the right social conversations that impact your or brand, route them to the right channel or team and track the progress. Measure key indicators and trends to improve your business. Best of all, you can do it all from a single interface that s integrated with the systems you use to run your business today. Understand Your Customers and the Social Context Only by receiving real-time, relevant signals can brand managers begin to understand what matters to their customers. Listening to customers is the critical first step but not the only step. And, social isn t the only channel your business uses to manage the customer experience. Social adds a new channel to Customer Relationship Management (CRM) and the customer experience. The ability to listen, engage directly via social or other appropriate channel, scale and track your responses, and learn from each customer interaction is the foundation of the social enabled enterprise. Audit trail KEY BENEFITS Capture relevant information from across the web and social channels Cut through the noise to track key topics, trends, and influencers Track perception, sentiment, and relevant conversations across different social media channels Route and respond via the most effective channel for your customers and your business Prioritize and proactively engage in social conversations Improve productivity, response times, and ROI Reduce brand risk Provide a unified brand experience Figure 1. Effective brand-to-customer relationships integrate transactional-, content-, and social-based experiences. Be Insightful Customers are constantly sharing their views about what they want and need, what they like and dislike, and overall what matters most to them. Companies that listen to their customers can offer better products, create more-targeted messaging, and learn how to best engage with the right customers in the right place at the right time. By employing intelligent social listening (which has become increasingly critical to
ORACLE SOCIAL ENGAGEMENT AND MONITORING CLOUD SERVICE Oracle offers a complete solution of social engagement and monitoring services via the Oracle Cloud. With these products, you can listen to what customers are saying, gain valuable insight, and engage with them directly via social media or through other CRM channels including marketing, sales, or service. RELATED PRODUCTS Standard Edition Premium Edition Enterprise Edition understanding customers intentions), brand managers can: Create better marketing campaigns, products, and services with real-time customer feedback Manage interactions across all channels, including sales, marketing, and customer service Correlate customer data and intelligence to provide more meaningful and timely responses Deliver a unified brand experience to customers and prospects at the right time and place through the right channel In a digitally connected world, intelligent listening can mean the difference between success or failure for brands. Online social conversations can provide a gold mine of data. Successful brands will be those with managers who make use of this intelligence for near-real-time decision-making to affect positive outcomes. However, first-generation social media monitoring tools made it hard to act on listening data with confidence. In contrast, the listening data produced by second-generation tools is highly accurate and precise. With this better data, you can now engage with your customers at scale reliably and consistently. Oracle Social Engagement and Monitoring Cloud Service provides accurate insight into the meaning of social conversations, enabling organizations to drive business value globally, by geography, brand, product or segment, and intimately, including 1:1 customer conversations that can scale. Conversation Suite Figure 2. The right social analytics platform is easy to deploy and use, and provides information that enables brands to make intelligent and informed business decisions. Capture, Monitor, Engage and Analyze Oracle Social Engagement and Monitoring Cloud Service combines an extensive set of information sources, industry-leading monitoring technology, integrated, multi-channel response and engagement capabilities, and real-time interactive dashboards that are tuned to your key performance indicators for continuous improvement. Capture The right listening strategy starts at the right level so you don t have any blind spots but quickly cuts through the noise. Oracle Social Engagement and Monitoring Cloud Service delivers its insights by consuming massive amounts of social conversation and enterprise text and then applying unique IP processes to extract meaningful, relevant information from that mountain of data. This holistic approach with an eye on taking action enables you to: Listen globally. Data sourced from over 40 million sites including global social media networks and news data. Be where the conversation is. Blogs, video sharing, forums, news, and review sites Get the full context. Capture the complete conversation and context of the story, post, message, or comment not just summary information Monitor With access to clean, relevant information, brand managers are able to provide the right response. Insights about customer segments, preferences, and intent including information 2
about the source of the social media conversation can be used to tune or improving a campaigns or media buy, identify and engage influencers, or proactively address unanswered customer questions about a product, service, or offer. Figure 3. Oracle Social Engagement and Monitoring Cloud Service extracts meaningful data from social conversations and enterprise text. Clean signal. Eliminates irrelevant and duplicate data for a clean signal Indicators become insights. Indicators capture and filter conversations based on intentions (e.g. purchase, switching, sale/coupon) activities & interests, and product attributes such as price, quality, or customer service Automatic categorization. Automatically filters themes and identifies emerging trends Segment for action. Track and filter key customer segments including age and geography or content type (e.g. Twitter, Facebook, blogs, news) Engage Provide the right response to the right conversations in the right context. Distribute workloads for efficiency, route customer engagement to the right channel, give them the context to be insightful in their response, and reduce risk exposure by taking advantage of the following features of Oracle Social Engagement and Monitoring Cloud Service: User friendly. Familiar and intuitive interface enables you to scale your team with minimal training. Priority filtering. Filter conversations for the right action by read status, channel, message type, label, assignee, and date to expedite access to required information. Response assignments and workflow. Route messages to appropriate team members within the marketing team or service organization to best address the customer need. Contextual respond. Respond to messages in context by seeing the original message, engagement statistics, comments, replies, labels, and internal activity from your team. Reduce risk. Grant permissions to the correct people in the right roles, give them the right channels to respond, and get a full audit trail. 3
Figure 4. Oracle Social Engagement and Monitoring Cloud Service lets you monitor and respond to posts, comments, tweets, and direct responses via the right social media or customer experience channel. Analyze With Oracle Social Engagement and you can identify the right key performance indicators (KPIs) for your brand, and then use those metrics to understand how customers view your brand. The insights you gain from those metrics will enable your organization to create and modify products, understand market challenges, improve market messaging, profile new customers, and more. Track performance. Highly configurable dashboards using key performance indicators Respond to change. Track and drill-down into emerging trends, spikes, and anomalies New offerings and markets. Monitor relevant conversations that uncover unmet needs or underserved segments. Service improvement. Focused listening on customer sentiment and perceptions around service, source of incidents, track reactions to social responses. Competitive trending. Keep tabs on your competitors by viewing their social media presence, customer conversations and perceptions and compare against your brand. 4
Figure 5. Oracle Social Engagement and Monitoring Cloud Service enables you to track topics, trends, and channels so you can identify emerging trends, track competitive activity, monitor the impact of brand messages and campaigns and take the right action. Into Action: With Insight and Integration Integration between Oracle Social Engagement and Monitoring Cloud Service and Oracle Social Marketing Cloud Service, another component of Oracle Social Relationship Management, enables you to directly link customer insights, trends, and feedback with your ongoing social marketing campaigns, content, and messaging all from a single interface. It s a complete approach to social built for the way social brand teams work, linking listening, content creation, community management, and analysis of a company s social media efforts in one place. And, because social isn t the only channel you use to interact with customers, Oracle Social Relationship Management cloud solutions are integrated with the systems you already use to run your business including marketing automation, sales force automation, customer service and support, and commerce applications. It s a complete strategy to help you avoid the complexity of managing products from multiple vendors and the risk of costly social silos the result of trying to stitch together workflows and metrics from disparate teams and tools. 5
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