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.
Custom application development is a strategic differentiator in the digital economy. Organizations need to make good decisions on how to insource or outsource that development or they risk bad software … and worse results.
This note highlights the top three trends to watch for in the 2022 UCaaS marketspace: AR/VR digital workspaces will see sustained investment; UCaaS and customer experience management technologies will continue to blend; and speech functionality will become more sophisticated through AI-driven technology.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
On October 6, 2021, Front briefed Info-Tech on their latest product functionality and roadmap, alongside their growth in the EMEA region. Front – a unified customer experience platform provider – offers a centralized communications hub that enables the fluid interchange of information for both internal and external communications.
On October 8, 2021, BlueJeans by Verizon announced their “Next-Generation BlueJeans” suite and partnership with Google Glass. The Next-Generation suite ties BlueJeans Meetings to two new products: BlueJeans Spaces and BlueJeans Collab Board.
Vijay Sundaram, Chief Strategy Officer at Zoho, describes a major release of new apps and services focused on enabling hybrid work.
Automation is not a silver bullet solution to your workforce productivity challenges. Optimization and automation (optimation) must be used together to remove root cause inefficiencies and best use the features and capabilities of your automation solutions.
At its fifth annual Zoomtopia conference, Zoom announced a wide range of innovations and upcoming products, including feature improvements for Zoom’s core videoconferencing platform; expansions for Zoom Phone and Zoom Events; and the introduction of Zoom’s Video Engagement Center.
Five9’s CX Summit for 2021 hosted events and interactive sessions that explored best practices for using Five9 as well as an outline of Five9’s roadmap for the coming year. Of special focus was Five9’s projected investments in voice technologies for the contact center.