To help organizations increase customer understanding and uniquely extract meaningful insights from any form of indirect or direct customer feedback, Oracle today announced Oracle Data as a Service (DaaS) for Customer Intelligence. The new Oracle Data Cloud product is designed to help organizations extract and unify insights from a growing world of unstructured data assets. These insights can be used to capture a complete view of customer input across social and enterprise channels, identify and manage customer issues, understand how customer voice is impacting sales, and ultimately arm businesses with the intelligence to create happier customers.
Organizations are struggling to deal with unprecedented amounts of customer data. While many organizations have visibility into marketing and social conversations, most don’t have the ability to connect those with data from customer service channels for a broader view of the customer voice and how it impacts overall business.
Oracle DaaS for Customer Intelligence helps organizations address these challenges by unifying customer data across all social and enterprise service channels into aggregated signals about customer intent, including topics, indicators, themes and sentiment. By unifying different unstructured customer data sources, the new Oracle Data Cloud offering enables organizations to rapidly identify trending topics and emerging issues, and better detect brand sentiment to enhance customer intelligence and inform smarter service and product decisions. Using a proprietary blend of keyword/Boolean search, latent semantic analysis and natural language processing, Oracle’s Semantic API can help organizations categorize, and extract structured insight from any type internal or external unstructured data, including chat logs, forms, surveys, comments, and user forums. Leveraging the same technology, Oracle’s Enriched Social Data Feed can extract pure signals from more than 700 million social messages daily, across more than 40 million social sites.
“Knowing more about your customers and prospects what they do, say and buy is key to driving competitive business insights and actions,” said Omar Tawakol, group vice president and general manager, Oracle Data Cloud. “With the release of Oracle Data as a Service for Customer Intelligence, businesses can tap into what customers ’say’ by unifying and analyzing the growing world of unstructured data across social messages, chat logs, reviews, surveys and transcripts into digestible and actionable customer insights.”
“Unstructured text and data is an increasingly challenging area for organizations to tackle, but has the potential to unlock the most competitive insights,” said David Schubmehl, Research Director at IDC. “Oracle Data as a Service for Customer Intelligence is a key driver for unlocking structured insights from the world of unstructured data, giving businesses the customer information they need to make a real business impact.”
Key Benefits of Oracle DaaS for Customer Intelligence
• Global customer understanding: With latent sentiment analysis available in more than 20 different languages, Oracle DaaS for Customer Intelligence significantly increases customer understanding for global enterprises.
• Accurate categorization: Oracle Data Cloud’s advanced listening technology has demonstrated categorization accuracy to enhance an organization’s ability to turn massive amounts of unstructured data into valuable customer signals. Prior to Oracle acquiring the listening technology, 95 percent accuracy was demonstrated through third-party validation.
• Big data scalability: In contrast to smaller point solutions, Oracle DaaS for Customer Intelligence enables organizations to listen and ingest data across 40 million sites and analyze hundreds of millions of documents daily to expand customer understanding.
• Extensibility: Oracle DaaS for Customer Intelligence is a standalone service that can be plugged into an organization’s business intelligence tool of choice or any Oracle cloud solution.
Oracle DaaS for Customer Intelligence is the latest addition to the Oracle Data Cloud, a cloud solution that provides businesses with the richest understanding of consumers across both digital and traditional channels based on what they do, say and buy. With an enterprise-ready data portfolio spanning assets across offline, online, mobile and social, Oracle DaaS offerings enable data-driven businesses to personalize and measure every customer interaction.
Oracle DaaS for Customer Intelligence joins existing Oracle Data Cloud solutions, including Oracle DaaS for Marketing and Oracle DaaS for Sales. The Enriched Social Data Feed is offered as a standalone data service through Oracle Data Cloud and is also a capability of Oracle Social Cloud’s Social Relationship Management (SRM) platform that includes listening, engagement, publishing, content, applications, and analytics. It is also extensible to the Oracle Marketing Cloud which can leverage and activate intelligence from unstructured data through the Oracle Data Management Platform to use for smarter audience segmentation and targeting via digital and social marketing and cross-channel marketing platforms.
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