• May 17, 2012

Oracle Pairs RightNow CX Cloud with Fusion CRM

Oracle Unveils Oracle RightNow CX Cloud Service Combined with Oracle Fusion CRM in the Cloud Customer Experience Capabilities Coupled with Sales Force Automation Help Companies Achieve Sustainable Business Growth with Relevant Customer Interactions

The May 2012 release of Oracle's RightNow CX Cloud Service, the customer experience suite, is now integrated with Oracle Fusion Sales.

This coupling can provide users with a comprehensive view of all customer interactions across channels, the context and status of these interactions, and an awareness of the customer's value to the organization. It also allows sales and marketing organizations to leverage service interactions from RightNow CX and sales prediction and segmentation capabilities from Fusion Sales. This will help companies better match products and services to specific customer needs based on customer service history; deliver targeted, personalized interactions intended to help customers derive more value from purchases and to inform future buying decisions; and identify new opportunities to increase deal size and conversion rates.

The new solution can do the following:

  • provide a complete, cross-channel view of the customer to sales, marketing and service;
  • empower sales and service departments to collaborate to proactively solve customer issues, using opportunities to provide purchase advice at the right time and with the right solutions;
  • allow sales to review service history in preparation for sales calls; and
  • enable agents to understand customer value based upon prior buying habits and existing 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 at Oracle, in a statement. "This customer trust provides an opportunity to increase customer product adoption and to reduce the cost of customer acquisition, thereby increasing company profitability."

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