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Tag Archives: OOW18

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 at Oracle OpenWorld 2018

Oracle Policy Automation at Oracle OpenWorld 2018

Oracle OpenWorld 2018As we rush into the part of the year that is known, depending on your preoccupation and industry either as “Back to School” or “Back to Project”, it is also timely to think about Oracle OpenWorld 2018, the massive technology conference that has successfully reinvented itself at least three times and is now a vibrant, exciting and fun place to be for a couple of days in October. This year, as always, Oracle Policy Automation will be showcased with some interesting Customer stories. So far the detailed session list is not quite complete, but there are already two exciting sessions that you will not want to miss. I’ll add them to the OPA Hub Calendar when I get the dates.

Oracle Policy Automation: Changing the Sales and Services Landscape [CAS2349]

With the ever-evolving technology and business landscape, Westpac needed to deliver a seamless, cross-channel, consistent customer experience. Westpac faced challenges such as constantly changing legislative requirements, multiple conversation models based on customer/product/brands, tight timelines, lack of agility, and expensive roll-out. In this session learn how Oracle Policy Automation proved the needed solution that caters to complex rules, policies, and regulatory compliance requirements in real time with an intuitive user interface. These pain points were addressed by integrating Oracle Policy Automation with CRMs such as Oracle’s Siebel and PeopleSoft, and other back-end applications, consolidating conversations and making them brand agnostic.

Autonomous Cloud Platform: Cloud Platform (PaaS)
Real Stories, Real Customers: See Featured Customers
Sessions By Topic: Legacy Application Upgrades and New Features
Intelligent Cloud Applications: Customer Experience (Sales, Marketing, Service)
Session Type: Customer Case Study Session

SPEAKERS : Aaron Webb, Application Services Manager CRM, Westpac, Ashish Goyal, Principal Consultant, Infosys Australia

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

Legal Aid Ontario (LAO) was challenged to provide knowledge and policy direction to call center agents from disparate knowledge sources. LAO needed to consolidate its know-how into a single repository and use information from Oracle’s PeopleSoft case management support guides and other platforms to automate the search for relevant knowledge. LAO chose Oracle Service Cloud and Oracle Policy Automation. This provided consistent answers and policy guidance to internal and external constituents with multichannel capabilities. Oracle Policy Automation provides the ability to standardize policy decisions and eligibility, and provide an audit trail of decisions and what-if analysis. In this session learn about the challenges and benefits of this solution.

Real Stories, Real Customers: See Featured Customers
Sessions By Role: Apps IT
Your Cloud Transformation Roadmap: Building: Extend Data and Applications
Intelligent Cloud Applications: Customer Experience (Sales, Marketing, Service), PeopleSoft
Session Type: Customer Case Study Session
SPEAKERS :  Karl Martineau, CIO, Legal Aid Ontario

I hope to see lots of friends and customers in San Francisco for Oracle OpenWorld 2018.