New Oracle Customer Experience (CX) offering melds capabilities from ATG, Endeca, RightNow, and Vitrue, to advance Siebel/Fusion customer relationship management play.
Oracle is bringing together seven of its latest software acquisitions to deliver Oracle Customer Experience (CX), a set of new cross-channel customer engagement, fulfillment, and service capabilities to be announced Monday at a splashy media event in New York.
Designed to complement Oracle Siebel (on-premises) and Oracle Fusion (cloud-based) CRM applications, Oracle CX is said to deliver an end-to-end customer experience that graduates from a multi-channel approach to a cross-channel strategy.
What's the difference between the two? "Multi-channel is where you try to offer a consistent experience on each channel, [whereas] cross-channel means you recognize that customers might start the experience on one channel and then choose to end on a different channel," Oracle senior VP of CRM Anthony Lye told InformationWeek.
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