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Using Oracle Cloud Applications to Augment On-Premises Applications [CAS3942]

Using Oracle Cloud Applications to Augment On-Premises Applications

Sometimes at Oracle OpenWorld it can seem like the presentations just merge into one long PowerPoint presentation. Thankfully this was not the case this year, and the Thursday afternoon had a succession of really very interesting sessions. Let’s  start with CAS3942 all about Using Oracle Cloud Applications to Augment On-Premises, with a very concrete scenario.

The speaker from Toronto Legal Aid in this presentation (“Using Oracle Cloud Applications to Augment On-Premises Applications”) gave very interesting insight into the challenges facing the organization in respect of key stakeholders (the public, the providers and the organization itself) and the evolutionary pressures the organization is under (the need to take into account the generational nature of contact channel preferences, the need for organizational culture change in the face of digitalization, the importance of understanding client priority needs).

Of course the arrival of tools such as Oracle Service Cloud RightNow and Oracle Policy Automation (both Cloud-based) into a world currently using Oracle PeopleSoft (on-premise) will help drive that strategy forward in a future-proofed way. Satisfyingly, this presentation was not all about the technology and the “How we did it”, but it also dived deep into the vision behind this project : that of a citizen-driven future. The section on Transformation Tips was particularly interesting.

Below you will find a series of somewhat blurred photos that I took during the presentation and I hope that you can read them, at least well enough to get some value and think about these performance indicators and drivers for your own project.

Thanks to Karl Martineau, CIO of Toronto Legal Aid  for presenting, and also for not being afraid to take questions on the fly, and demo some of the pieces of their solution without hesitation, deviation or repetition (as the saying goes on the BBC).

This was the last of the Oracle Policy Automation-related presentations for 2018, so I look forward to picking up with the next ones in Modern CX Las Vegas 2019 which is already open for registration.

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General Session: Next Generation of Customer Service [GEN1048]

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Modern CX : Mundane to Modern : Innovating your Service Cloud Core THT1315

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Guest Post : The Lazy Expert – Oracle Policy Automation Public Cloud with Oracle Service Cloud Part 2

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