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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.

Our Take

  • 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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