ORACLE AND ZOOM INTEGRATE VIDEO PLATFORM
Oracle has just announced new integrations between Oracle Fusion Cloud Customer Experience (CX) and Zoom that will help sales, marketing, and customer service teams seamlessly incorporate video into existing processes and workflows in order to make every customer interaction better.
“Now more than ever, video has become a critical channel for brands to engage customers. It is not a nice to have—it is now table stakes and when fully integrated, video is an incredible tool for brands to deliver memorable experiences.” said Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX and Data Cloud.
Oded Gal, chief product officer, Zoom adds that, “The need for all businesses to rethink customer engagements has accelerated this year and Oracle was the perfect partner for us to work with to integrate video into the customer experience.”
To support the rapid growth in digital selling, marketing, and customer service, Oracle and Zoom are introducing a series of integrations between Zoom’s communications platform and Oracle Cloud CX applications.
This new integration will help Marketers improve the performance of multi-channel demand generation and nurture programs. With the integration, marketers will be able to deliver richer digital events and improve the performance of webinars by quickly and easily collecting and analyzing data surrounding engagement and registration. The integration will also help marketers deliver a consistent experience and improve customer engagement by leveraging branded assets (i.e. emails, landing pages, forms) across channels.
While for Customer Service Agents, the new integration will help service teams improve customer satisfaction by solving incidents faster and delivering a more contextual and personalized customer experience. In addition, service agents will be able to better build relationships and get answers from colleagues faster by using video to improve collaboration between teams while working remotely.
Sales Teams, on the other hand, will now be able to use video to engage with customers and prospects. Sales teams will be able to schedule or start a Zoom meeting in the context of a sale against an account, contact, lead, opportunity, or proposal. In addition, sales teams will be able to view the Zoom interaction as part of a feed, record and save a meeting for later, and even run a transcription to capture insights from the meeting.
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