Overview of Oracle Fusion CX Analytics
Oracle Fusion CX Analytics is a cloud-native, prebuilt analytics application designed to integrate and analyze data from various business functions, including sales, marketing, service, and finance. This platform aims to break down data silos and provide a unified, customer-centric view of all revenue generation activities, enabling organizations to achieve their full revenue potential.
Key Features
Unified Analytics
Oracle Fusion CX Analytics combines data from sales, marketing, and service departments into a single, cohesive analytic solution. This integration helps in creating a consistent and accurate view of business-critical data, presented in familiar business terms for end users.
Prebuilt Data Pipelines
The application comes with prebuilt data pipelines to Oracle CX Cloud applications, reducing complexity and ensuring seamless data extraction and loading. This feature enables a consistent view of data across different business functions.
Self-Service Data Preparation
Business users across departments can access, combine, and leverage all relevant data without needing to code. Self-service data preparation capabilities allow users to enrich their analytics using additional data from other sources beyond Oracle Fusion Cloud Applications.
Embedded Machine Learning
Oracle Fusion CX Analytics includes embedded machine learning (ML) capabilities that enable customer experience teams to discover new connections and patterns with minimal effort. Users can automatically create visualizations from available metrics and attributes, helping to predict outcomes more accurately.
Cross-Departmental Analytics
The platform facilitates cross-departmental analytics, allowing organizations to combine marketing, sales, and service data. This integration promotes a seamless customer experience from lead to contract through renewal, helping to identify opportunities for upsell or cross-sell and to support accounts at risk of churn.
Subject Areas and Prebuilt Analytics
Oracle Fusion CX Analytics provides predefined subject areas and prebuilt analyses, business metrics, and dashboards. These include areas such as Sales Analytics, Marketing Campaign Analytics, Service Analytics, and Subscription Management Analytics, each with specific metrics and business questions they can answer.
Data Augmentation
The data augmentation framework allows users to add attributes that aren’t part of the predefined data model. These new attributes are integrated into the relevant tables, enhancing the data model and providing more detailed insights.
Preview Features
Functional administrators can enable preview features to evaluate and learn how to use new functionalities before they are rolled out by default. Features such as Subscription Historical Trends, CX Resource HCM Worker Analytics, and Marketing Campaign Contact Detail Analytics are available for preview.
Functionality
- Sales Analytics: Measure and monitor KPIs, track pipeline growth, determine sales cycle stages, and identify successful sales reps. This helps in making proactive business decisions to improve team performance and win rates.
- Marketing Analytics: Analyze marketing campaign activities at the contact and asset level, enabling more effective nurture programs and higher conversion rates.
- Service Analytics: Uncover patterns in service activity and customer engagement to identify at-risk accounts and opportunities for renewal or upsell. Key service metrics are correlated with customer satisfaction to improve overall service quality.
- Subscription Analytics: Manage subscription data, including historical trends and subscription bill lines, to optimize subscription management processes.
- Integration with Other Sources: The platform allows connecting to cloud data sources or importing external files for secure, governed analysis, ensuring that CX data from every application or source is unified for trusted insights.
In summary, Oracle Fusion CX Analytics is a powerful tool that integrates diverse business data, provides advanced analytics capabilities, and supports an analytics-driven business culture. It enables organizations to make informed decisions, improve customer experiences, and drive revenue growth through unified insights and actionable data.