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Tag Archives: Cloud

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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Oracle Policy Automation and Siebel

Oracle Policy Automation and Siebel

My co-writers over on the Siebel Hub participated in a recent successful online event with OnTheMove Software, who provide mobility solutions for Siebel and other CRM systems. They are good friends of the Siebel and OPA Hub Websites, and it was a pleasure to take part in their popular event. You may recall last year’s event.

Although the subject of the day was very much Siebel, The OPA Hub Website was able to deliver a presentation about the ability of Oracle Policy Automation to “fill some gaps” left by Siebel. To be more specific, Siebel 2018 has recently been released and is a fantastic, elastic modern application with a fully Cloud-aware architecture. All the old legacy artefacts (files like the compiled SRF, web templates and so on) have been removed and the proprietary elements of the architecture replaced with more modern, open-source, cloud-friendly elements.

But the development tools are, at the moment, not keeping pace with this move to the Cloud. And as the Cloud is perceived as more accessible, more friendly (more fun!), the users and developers in the Cloud have a hard time keeping up with the need to provide modern platforms for developing, deploying and using the CRM.

That’s where Oracle Policy Automation steps in. With it’s incredibly easy, business-friendly natural language approach to putting business policy online and available to any application, with it’s drag and drop no-code user interface, with it’s built-in BI Publisher, with it’s agnostic approach to data model integration – Oracle Policy Automation is the solution. When I meet Siebel customers shaking their head at their thousands of lines of eScript code, when I see them wondering how to accelerate these aspects of development, make them more accessible and more efficient all at the same time, I just want to shout out “Oracle Policy Automation”.

Unusually for me, this presentation also manages to squeeze in three quotes from William Shakespeare. So if you are interested in how Oracle Policy Automation can help accelerate your Siebel CRM deployments, just watch this video.

Thanks as always to David at OnTheMove for his impeccable organisational skills.

video

General Session: Next Generation of Customer Service [GEN1048]

General Session: Next Generation of Customer Service [GEN1048]

Awesome general session looking at the evolution of customer service, the evolution of humans (have you seen how kids use technology today?) and the evolution of channels.

The key theme was organic, knowledge driven customer service. There is so much out there but the next challenge will be to unify all the data, predict and automate decisions, and finally unlocking that tribal knowledge that we can call yelp, TripAdvisor and the masses of other human-driven sites in the data Cloud. What about all those power users out there : in fact most of us would say we are power users of the software we work with.

The demonstration with BeachBody and Directly was a fantastic example of this new concept of being able to systematically leverage the knowledge of the community.

The demonstration was in real time and showed the power of real-time  interaction with experts in the community. In the screenshot below you can see the key points. Chat (right hand side) within the customer portal (centre) handing off to the experts in the community, the expert (left hand side) getting pulled in to the chat with the customer, with Oracle Service Cloud remaining the system of record.

The second major element was , of course, the Internet of Things. For the first time I actually heard someone correctly describe what IOT really feels like today (suggestion, search for cheezoid on YouTube).

Laughs aside this was an AWESOME demonstration of how Contact Center, Policy Automation, Thingworks IOT, Knowledge articles, Commerce Cloud, Field Service all came together in a demo of automated service.

Then came the pièce de résistance : Pepper hooked up to all those components and actually automate the final pieces of the flow.

Virtual assistant, policy automation, commerce Cloud and marketing Cloud all fused together. Awesome demonstrations and a great light-hearted presentation team – but key concepts for any forward thinking company.