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Oracle CX Cloud: A Compelling Solution for Those Leveraging Other Components of the Oracle Cloud Ecosystem
Oracle has long been a mainstay vendor in the market for customer experience solutions, from CRM products such as Siebel to marketing enablement solutions such as Eloqua. Over the last fifteen years, the customer experience space has grown as firms look to invest in sales, marketing, and service capabilities. While the market has expanded, it has also become increasingly more competitive. Large vendors such as Salesforce and Adobe have become customer experience behemoths, capturing market share from Oracle and SAP (particularly in large and enterprise-sized companies). At the same time, a proliferation of smaller point-solution vendors targeting niche sales and marketing use cases has arisen.
While Oracle has lost share in this increasingly crowded and cut-throat market, SoftwareReview.com’s data shows that many specific offerings under the overarching CX Cloud banner continue to perform well with our members. For example, Commerce Cloud presently ranks #1 in our E-Commerce Category Report, and its Marketing Cloud product sits at a healthy Net Promoter Score (“likeliness to recommend”) of 80% for the Marketing Management category.
Many of our members report that the CX Cloud offerings are also significantly more attractive when integrated with other investments in the Oracle Cloud portfolio (such as its solutions for ERP and HRIS).
While Oracle’s products should not be discounted, there are still some limitations to be aware of: the CX Cloud skews towards large enterprise, and there is still some softness in reported user satisfaction around its sales and service offerings when contrasted against its more marketing-oriented products.
- Oracle has been a long-time player in the CRM and CX space, but it has faced significantly increased competition over the last decade in this arena.
- The Oracle CX Cloud portfolio – particularly the marketing-oriented solutions – still provide good value and extensibility, and are compelling choices for large organizations with other investments in the Oracle ecosystem.
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The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.
An enterprise application selection or implementation has most likely been heavily impacted by COVID-19. Do not hit the brakes; stopping and restarting projects increases the risk of failure. Slow down or speed up? Which is the right strategy for your organization?
After another impressive quarter, Salesforce announced full-year 2020 results that exceeded expectations. Also announced were Keith Block’s departure, Gavin Patterson’s appointment to president and CEO of Salesforce International, and the acquisition of Vlocity.
While completing a record FY2020, Salesforce announced the acquisition of Salesforce Ventures–funded Vlocity, a leading provider of industry-specific cloud and mobile platform software. Vlocity is a cloud-native solution built on the Salesforce platform.
SaaS-based customer relationship management company Kustomer announced that it has raised $60 million to improve customer support experience by providing buyers’ transaction history and pages they have viewed and making the information available to company representatives in one interface.
Many companies are adopting GDPR as a global standard for user privacy, but Zoho went a step further at its analyst event held in Cedar Creek, Texas, Jan. 28-30. It promised to remove all third-party trackers from its web and mobile properties, describing ad-driven business models used by Silicon Valley firms such as Google, Facebook, and Twitter as legal but not moral. The Chennai, India-based firm was founded in 1996 and is privately owned.
Salesforce recently announced during Dreamforce 2019 the introduction of Customer 360 Truth. The product aims to stitch together customer information from marketing, sales and customer service applications to create a unified customer ID; whether this will be the silver bullet for managing fragmented customer information remains to be seen.
SugarCRM Rolls Out Fall ’19 Release With Savvy Improvements to Collaboration and Self-Service Capabilities
SugarCRM – a well-established player in the market for CRM platforms – recently rolled out its Fall 2019 release. From a functional perspective, the release does a good job advancing SugarCRM’s capabilities in the areas of self-service, collaboration, and sales automation.
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