Infosys’ blog on industry solutions, trends, business process transformation and global implementation in Oracle.


September 21, 2018

Mobile First strategy with Oracle CX Mobile App to boost your Sales

In today's competitive world, organizations are emphasizing on building a culture of proactive sales with responsibility of identifying leads, new account openings and agility in closing deals. To enable this, organizations are looking towards recent technology innovations to equip sales team with accurate and anywhere, anytime access to information that would make them more proactive and productive.  

In recent times, most revolutionary change we have seen in technology world is Mobility. This has empowered sales persons quickly have the right information in their hands and enables collaboration with teams while on the move.

In this blog, would discuss about must have Mobile Use stories and capabilities that would imbibe a culture of agile Sales Organization using Oracle CX Mobile App.



Next Best Action: Upcoming Appointments and Due Tasks

Sales person typically start their day with checking of calendar for appointments and to-do list. An integrated view of appointments and due Tasks for the week would help them plan activities better and effectively.

Oracle CX Mobile App provides sales person calendar view that provides list of daily appointments and tasks with timely reminders. Using this mobile apps, Sales persons can directly capture the meeting notes, Call reports, debriefing and action items which can be immediately shared with the extended teams and synced back Oracle Sales Cloud for further actions.



Optimize Customer Visits

Sales persons often struggle to plan their customer visits in an optimally way and sometimes they miss to visit the customers because of not having the right details and coordinates of the customer meetings. This will lead to customer dissatisfaction and probably loss of the deal.

With the introduction of View map feature in Oracle CX Mobile App helps Sales Team to view and plan all the customer visits near to the same location in single trip. This feature considers, current location coordinates of sales person and displays the current deals in that vicinity. This will helps them to plan their trips effectively and avoid any back and forth trips to the same location and improves the sales team productivity in customer engagements


Manage Deals on the Go

Most of the times Sales person do not show interest to capture information in the application, reasons could be many ranging  from time constraints or cumbersome application to use, no network connectivity  or always on the move. This could lead to potential leak in sales person targets and organizations revenues.

With Oracle CX Mobile App, sales team can manage their Leads, Opportunities and Contacts data easily on the go, its simple and easy to use interface enables ease of entering data online as well as offline.  That allows the sales person to spend more time in client engagements instead of figuring out what to capture in the application.

Also Oracle CX Mobile App does offer voice navigation, works as a virtual sales assistant and interactively guides the sales team through common activities.


Collaborative Workforce

Sales person often struggle to get the right information to close the deal and this will lead to slippage of deadlines, moving targets and revenue loss which no sales organizations would ever want.

Oracle CX Mobile App breaks this silo by encouraging team collaboration using in built Oracle Social network tools. This empowers the sales team to collaborate with the various teams in the organization and get required information on time.

Point to be noted here is, present version of CX Mobile App, users would need to install Oracle Social network App for collaboration. We hope in future all of this will be in one app does all.

Analytical Insights

Gone are the days where business analytics and intelligence reports are accessible only in desktops or laptops and meant for Managers.  Being the front face of the organization, Sales person are responsible for mining and identifying the new deals, so they are constantly looking for Analytical tools which can help them access the customer information while on the move, sitting in the meeting room with customers with little or no dependency on the IT teams.  

Introduction of mobile enabled Business Analytics and Intelligence tools, Sales persons now can slice and dice the data based on the customer's historic trends, purchase patterns, products interested. With these Analytic tools at their disposal they can create a new up-sell opportunities on the fly and have the flexibility to offer something new to customers while on the move.

Oracle CX Cloud Mobile supports in build Analytics as part of the Oracle CX Mobile app which can help the Sales team to access the information and present to right forums at right times. After all, when it comes to closing the deals, the more reliable information sales team have, the better they will be able to achieve organization objectives/Close the deals.


Note: Figures courtesy Oracle CX Cloud documentation

Extensibility of Mobile UI

Tailoring the UI to meet various customer needs, CX Mobile App offers simple capability to change the UI to meet varying customer needs. 

Having said that Simplified UI or web UI remains the primary UI and Mobile is alternate UI, while designing the Mobile apps we need to keep in mind the form factor of mobile device and also carefully plan the priorities for sales team while they are on move.

Certain Short falls in existing Mobile App., which would like Oracle to incorporate in future releases

          • Integration with Instant messengers likes WhatsApp, WeChat or Telegram to foster Internal Sales Collaboration for quick responses

          • Integrated Business Card Scanning App- this would encourage contact sales rep to directly transfer contact data into Sales Cloud application.

          • Comprehensive Voice Chat Bot with Natural Language Support (AI), which would enable sales reps to record transactions on the go from creating Call Reports to updating activities.


          By choosing Mobile First strategy using Oracle CX Mobile app, organizations can reap the benefits by improving the sales person productivity, reduce costs, automate manual activities and increase the organization revenues with new deals and customers. After all, this is for the betterment of the organization who dares to say no. So get ready to embrace the Mobile First Strategy....

          October 30, 2017

          Analytics and the APP!


          Welcome Back!!! In parts 1 and 2 we started out to understand the concept of analytics and the app (or analytics on a mobile platform) and review a few case studies from different leading products - Kronos, Oracle, and SAP. In this concluding part we will look at the significance of these case studies and draw inferences as to how they impact the world of analytics...




          We have seen 3 case studies across different verticals with varying background and use case scenarios. However all have the common feature of using an analytics tool on a mobile platform to showcase the versatility of this combination of Analytics and the App!


          When organizations go mobile with analytics, they are able to extend the reach of information and empower people from every aspect of their business with the facts to make better, more informed decisions.

          This is evident from the 2015 Mobile Business Intelligence Market Study by Dresner Advisory Services:

          • Mobile business intelligence (BI) is the third most common use case for mobile business workers, next to e-mail and contact information

          • 90% of study participants said mobile BI is important to their business

          • In a surprising find by a Dresner market survey (*) Business Intelligence is of the 3rd  highest priority in Mobile applications, ranking higher than social media and even personal banking, coming in below only email and basic phone services.


          *SOURCE - Wisdom of Crowds ® Mobile Computing/ Mobile Business Intelligence Market Study 2015


          Trends observed during the research on case studies indicate the growing importance of Mobile analytics in different verticals - IT being the prominent horizontal across most of the industries. Some of the reasons for this are listed below:

          • Exploding usage of 'smart' mobile devices in general - personnel, org-wide, technological leap

          • Growing use of BYOD among enterprise employees - personnel get more opportunity to tap into the client systems and data as organizations open up accesses to employees.

          • Rapid use of mobile devices for other aspects of daily life - communication, mails, social media, entertainment - to make a convenient platform for including analytics.

          • Flexibility of usage and availability on-the-go. From being a straight-line process to being agile.

          • Advanced functionality of apps and devices - inducing enhanced parts and software.

          • Technology growth to aid predictive analysis and user data customization.


          Suggestions/Future Prep: 

          • It is seen that the concept of mobile analytics is well known but almost negligible in application. This could be leveraged further to achieve Customer Delight.

          • The analytics functionality on ERP systems remains a niche area. Consultants could be empowered with training on this module to also include the mobile apps that are usually pre-built for such applications.

          • Another option to be explored would be provision of sample tablet devices (i-pad or android) to respective practices so as to enable learning, hands on and PoC processes.

          • From the case studies and also from project experience, it is observed that even though customers may be aware of the implications of mobile analytics on their processes, a PoC is helpful in all cases to create the right focus to open up further avenues of engagement.



          The advent of the mobile platform has been another epoch making event, probably making it to the top 20 inventions/events that changed lifestyles across the world significantly. Added to this event, parallel advancements in related areas like data analysis, cloud computing, big data, to name a few have been instrumental in converging the big with the best, giving rise to a concept such as mobile analytics. Since this concept is still in its nascent stage, it provides great potential for further exploration to discover the myriad use case scenarios and adaptability, which could lead to several success stories of - Analytics and the App!


          End of part 3...hope you found this interesting - Please do leave your valuable feedback!

          Part1 :

          Part2 :


          Analytics and the APP!


          Welcome Back!!! In part 1 we saw an example of analytics being used on a mobile platform - tablet - to realize the retail store objectives and gain advantage of real time data updates. In part 2 let us take a look at more case studies across similar leading products...


          Case Study 2:


          Scenario - The client is a US based fortune 500 energy and utilities company with approximately 10 million customers. Their integrated business model provides a strong foundation for success in this vertical which is experiencing dramatic changes. They strongly believe in capitalizing on emerging trends and technologies to provide insight into operations that will drive value for their end customers


          Background - The organization uses Oracle - one of the top ERP applications for their myriad business processes. As part of this PoC the Infosys team setup custom analytics solutions for the client. Oracle's business tool OBIEE 12c is used here to showcase the length and breadth of the analytics tool available as part of the wide array of modules in Oracle.


          Problem Statement - The client needed to do a comparative evaluation between two mobile analytics applications as part of their PoC to be reviewed by their senior management.


          POC details - The PoC was aimed at the OBIEE module's ability to work on a mobile platform. The PoC also aimed to do a comparative demo of features between Microstrategy (another analytics tool) and Oracle tools (apps). A set of commonly identified features was expected to be compared and in most cases, the feature was available within these tools but the enablement of the feature was different between OBIEE and Microstrategy.


          Pilot & Feedback - For the pilot, the app was shared only among the senior management in the organization. The focus group was impressed to see that OBIEE could provide the features needed and appreciated the way it is achieved in OBIEE, which was different from their current applications. Further using OBIEE on mobile presented a very unique but scalable scenario as it proved to be a seamless extension to the existing suite of oracle products and which meant lesser chance of data integrity issues. Post the successful demo, client is now evaluating an option of a complete migration to OBIEE with preference to the analytics app as it aligns successfully with their established principles.


          Being an energy and utilities company, it is always essential for the organization to possess the latest status and forecasts in a rapidly changing environment with unpredictable trends. With the analytics tool on mobile, it has brought the leadership very close to data and trends that were hitherto not feasible. Management can now make an informed decision much faster and just as easily track the results through OBIEE. Also, the time and effort saving is huge since it allows the stakeholders to pull their own graphs and data analysis, first hand and without chances of error. As the gap between technology, user and data/solution is greatly reduced leadership is also now very keen on applying this model to other areas of analytics.


          Case Study 3:


          Scenario - The client is a global tool manufacturing corporation with interests in construction, heavy equipment and technological solutions. They excel through outstanding innovation, top quality, direct customer relations and effective marketing. Client also has their own production plants as well as research and development centers in Europe and Asia. They pride in integrating the interests of all their partners, customers, suppliers and employees - into their growth and sustenance strategies.


          Background - The client uses SAP package and tools for running their analytics platform integrating the various aspects of their business from planning to customer feedback & support. Combining areas like technology, design, real time feedback and automated order processing and metrics like quantity, geographical location, customer database, the analytics tool (SAP's BI system), provides the necessary inputs to the stakeholders to catchup on the latest available information/trend.


          Problem Statement - The client needs an on-the-go platform to deploy their analytics solution to enable salesforce and service personnel to meet client demands as and when they arise in an automated fashion.


          Introduction of Mobile Analytics - The organization has about two-thirds of its workforce employed directly for their customers in sales organizations and in engineering. They average about 200,000 customer contacts every day. This entails a constant need to be up to speed with the latest and greatest as regards the end customer data (or detail). A ready reckoner for this situation is the SAP mobile analytics (ROAMBI as it is known otherwise), that most employees in the organization use on a daily basis. Further, the entire solution is a cloud based model, so they have the best of both cases - cloud computing and mobile application. This has proved to be very advantageous to their on the job salesmen, technicians, customer support or even the top executives discussing an org-level strategy.

          A real-life scenario involves the following situation:

          • A critical time bound customer order is not received at site on time.

          • However, the automated tracking tool, looking for the delivery report, has sensed it and raised an alert to the support center of the tools manufacturer.

          • This triggers the next set of established workflows in order to compensate for the delay in delivery.

          • Alerts sent to the nearest customer support personnel through a geo fencing feature enables the employee to locate the nearest outlet/warehouse/distribution center for the right part.

          • The support person raises a request under the right priority and is able to head over to the site to personally supervise the final delivery

          All this has actually taken place on-the-go using the mobile device loaded with the BI tools and supporting applications to augment the corrective actions.

          In this particular scenario, even the customer delight can be captured on the same mobile as feedback and, back at the corporate HQ, the top management will be able to gauge a real time heat map/graph showing customer satisfaction survey results that have been processed seamlessly through cloud.


          End of part 2... in part 3 we will review the inferences and conclusion.

          Part1 :

          Part3 :

          Continue reading " Analytics and the APP! " »

          October 4, 2017

          If carriers use OTM mobile...

          Picture a carrier's user tweeting and texting, his fingers poised earnestly on his mobile, his eyes awash with colorful imagery, and his mind dizzy with an abundance of sensory stimuli.

          Now imagine the same user hunched up at his desk, his shoulders drooping like the wilting branches of a neglected roadside tree, staring at his monitor, responding to tenders in OTM, his brain nearing the point of self-imposed hibernation.

          Before presumptuously advocating the use of OTM mobile for everyone - in this case, the carriers - let us look at the benefits if there are any


          1.Shuffling order movements

          A carrier receives multiple shipment tenders from his manufacturing or 3PL partners. The carrier proceeds to accept some of these tenders. Once the tenders are accepted, the carrier sends his trucks to fulfill the transportation services that he has hitherto accepted. At this point, the shipment is frozen, that is to say, the shipment cannot be modified by way of adding or removing orders from it.

          But of course this is far from practical. Drivers assigned to the trucks can't make any rearrangements, namely, swapping a whole order or part of an order with other drivers. Once the tenders are accepted, the process is quite rigid and inflexible. If it is the same carrier who is operating in the same lane and his fleet comprises of multiple trucks, it should be possible to rearrange, isn't it?

          Consider this - Truck 'A' with shipment 'A' onboard set off to its destination. But there is a breakdown and the truck is unable to deliver the goods. The driver swishes in his pockets and pulls out of his mobile, pinches his screen to locate his truck. Now, on the map, he can see a couple of other trucks just around the corner. He extracts the equipment utilization report and finds that the other trucks are underutilized and that they can carry some of his orders, the ones that are labeled 'overnight' or 'expedited.' He quickly summons the trucks and unloads few items from his truck, scans them judiciously as he hands them over to the other drivers.

          Wouldn't it be useful to be able to do achieve this in a mobile application?

          To make this happen, the carrier's transportation system, OTM or otherwise, must be able to send an actual shipment XML to the source OTM instance that has the planned shipment. The planned shipment is associated with order movements via the shipment equipment. Once the actual shipment XML is received, agents can be used to identify the order movements that were offloaded from the truck that broke down in transit and remove them from the shipment equipment. Similarly, the planned shipment of the truck that carried order movements in addition to what was accepted in the tender has to be modified by adding ship units to its shipment equipment.   

           2. Carrier invoices with delta cost

          Some carriers invoice their partners regularly as and when the shipments are delivered. But most carriers invoice periodically, namely, month end invoicing. Now, a lot can happen between the first and last day of a month - the sun may run out of its hydrogen atoms and the earth may be plunged into eternal darkness! There is very little that OTM can do to handle sun's demise...

          But, OTM of course can be configured to handle other miserly exceptions that arise purely out of the way the logistics industry operates. For instance, by the time the carrier invoices its 3PL or manufacturing partner, the contracts would have been renegotiated or the surcharges could be updated. The way we handle these delta changes between the invoice and the matched shipment is by configuring the service provider to copy delta costs at the time of approving the invoice.

          Now, let's add a bit of flavor to this. Let's say the driver is unable to take the usual route due to unforeseen accidents on that route. He takes a different route and ends up paying for driving thru multiple toll gates, and even booking for an overnight stay at a roadside inn. These additional expenses are usually 'customer recoverable' and the driver should be able to flag them on his OTM mobile application.

          If the driver also decides to get his truck's headlights fixed or change the brake pedals, it is hardly a case for recovering from the customer though. 

          At the end of the month, before invoice is made out to the customer, the drivers' supervisor receives a notification on his mobile while he is on the site, busy assigning shipments to this fleet. On his OTM mobile, he gets to review the additional costs incurred against each invoice, the estimated and actual invoice amounts paired for quick reading.

          Other examples of these accessorial costs could be the original driver enlisting help of other truck drivers. So, for instance the truck has left location A and is on its way to location D via locations B and C. This is a multi-stop shipment. On his way, the driver is alerted on his OTM mobile of another truck driver in his vicinity who is on his way to location D, this being a direct shipment. The second driver is shipping a return delivery which happens to be completely unplanned. Owing to the nature of this return delivery, his truck now appears as a notification for other truck drivers near him on the integrated Maps application. The original driver can now choose to offload some of his orders onto the return delivery truck depending on the other truck's equipment capacity.  Now that some of the orders have been offloaded, the original truck may not need to visit few locations on his route, thereby reducing the overall cost. The original driver should be able to indicate this on his OTM mobile which must transpire as a negative cost line item of his truck's invoice. The return delivery driver may incur an additional fuel surcharge which would correspond to a new accessorial cost on his truck's invoice.

          To achieve this, we would have to add invoicing functionality to OTM mobile. Picture this interface alongside the standard set of screens that we are already getting in standard OTM mobile -

          Carriers can select/deselect few order movements with the click of a button and promote the changes all the way to invoices. We can trigger invoice XML from the OTM mobile once the driver makes his edits and logs a delivery event at the destination. This way the information between orders and invoices is always in sync and few invoices would fail auto-approval. Also, the invoice-generation itself will be real-time thereby eliminating manual reconciliation which is taxing and prone to errors.

          In short, making carriers more inclusive in the digital transformation.


          Engage with our experts at #OOW17 booth 1602 & learn how you can transform your #digital capabilities #InfosysAtOOW

          Written by: Kranthi Askani

          September 7, 2017

          Analytics and the APP!


          Mobile devices have brought about a giant leap in the modern world, providing myriad combinations of services to be leveraged by users depending upon their need, or more so, creating opportunities for different needs. While stamping their presence in most avenues of daily life, there are still some areas where their application is recognized but has yet to catch up to their full potential. One such area of opportunity, especially in the world of IT, would be the use of analytics on mobile devices. The following scenarios are discussed to study this prospect in further detail.

          Mobile Analytics dashboard (Kronos & Oracle)

          Case Study 1:

          Scenario - The client is a leading global sports gear and apparel manufacturer and among the first to keep up with latest trends in technology and business. Apart from adopting new technology, the organization is also keen to pilot cool initiatives and gauge customer responses towards the same.

          Background - The organization uses Kronos - a leading Workforce management product to capture time and attendance and also drive forecast and schedules of its workforce. With the introduction of Kronos Tablet they have also planned for a pilot rollout to select stores. Salient modules in use on the tablet include basic employee time and attendance, scheduling and forecasting along with advanced analytics.

          Problem Statement - The client needed to explore the analytics app offered by Kronos for their store managers to leverage the real time trend update functionality offered by the same.

          POC details - The tablet version (iPad only) app for analytics was tested and deployed as a pilot to select doors across the US region. The app was shared with both senior management and store level users. Being a retail domain the primary metrics on the app included volume drivers such as consumer traffic, sales amounts and employee demographics like coverage, shift effectiveness, etc. Focus groups were setup with pre-built dashboards to monitor various trends and daily heads up on metrics. Dashboards had roll-up, roll down functionality, real-time update of data and trend-analysis algorithms enabled using back end ETL (Extract Transform Load) jobs. The real time metrics would be updated on a preset frequency through the day as and when a threshold data point was reached. App used on the tablet was a readily downloadable app from the Apple store, developed by Kronos and integrated with the on premise application.

          Pilot & Feedback - As a pilot, the app was made available to senior management and leadership in select stores. A preview of the analytics functionality, comprising a dashboard customized to the look and feel of the retailer's other existing apps, was highly successful. The core functionality and use case scenarios were also well received. This was followed by the rollout of the real time option, which again was very successful and instantly popular.

          • At a store leadership level this provided unprecedented control and rapid decision making ability.

          • For example, if in a large store area there is a shortage of employees in a section OR if there is a dip in forecasted sales in a department then the stakeholders can immediately get to the problem zone and plan alternatives with the aid of mobile analytics.

          • Frequent back office planning meetings were eliminated.

          • With access to all the necessary inputs in the tablet and with tools like heat maps and trend-analysis charts, they are able to simulate the next available options and also validate its success criteria immediately on the shop floor.

          Taking a realistic scenario, during peak hours like Thanksgiving or Christmas, these actions save tremendous amount of time, not to mention an exponential increase in productivity/flexibility during day-to-day operations.

          End of part 1... in parts 2 and 3 we will see more case studies and inferences.

          Part2 :

          Part3 :

          Continue reading " Analytics and the APP! " »

          April 19, 2017

          User Experience Vs Customer Experience

          Is User experience same as Customer experience? Well in the age of digital media and smartphone apps, it is very common to hear about both the terms frequently. At the core of it, they address one key aspect of human behavior- "perception" and an important organization function- "Customer Relationship Management". Interestingly both UX and CX are not separate ideas, they may work in conjunction as well as exclusions. However it will be rightful to mention here that in most cases CX is a subset of an overall UX.

          In our day to day life, we interact with number of organizations either for additional information or for a service related issue. Our interactions are dependent on the number of communication channels the organization has exposed for interaction. For e.g. - it very common for cable TV operators, telecom providers, financial service providers to expose to the users the following channels

          1. Physical mails, paper applications- (mostly getting archaic due to associated costs and long response times, however still used in government organizations, rural areas)

          2. Website- Online Interaction

          3. Customer Service Numbers- Voice interaction

          4. Smartphone Apps- Digital interaction

          For the purpose of analysis, we will take into account the digital channels through which we interact with a person organization for our queries. It's interesting to draw out key ideas which directly impact either user experience or customer experience.


          Interaction Type

          Common Feature to judge UX

          Common Features to judge CX

          Website/Online Application

          Online Interaction

          1.       Look and Feel

          2.       Colors used

          3.       Text Font/size.

          4.       The volume of content in the page.

          5.       Ease of loading of the website

          6.       Payment Options available (Credit card, Debit Card, Net- Banking, PAYPAL etc.)


          1.       Ease of loading of the website

          2.       Number of clicks performed to browse to a particular section

          3.       Online Chat facility

          4.       Price Comparisons facility

          5.       Search facility

          6.       Click to chat facility

          7.       Guided wizards to perform a task

          8.       Setting up of alerts

          9.       Dashboards to get multiple reports in one page

          10.   Ease of payment

          11.   Help Text as a hover


          Customer Service

          Voice interaction

          1.       Quality of the phone line

          2.       Waiting time in the queue

          3.       Accent of the CSR

          4.       Option of payment available

          1.       Knowledge of the CSR,

          2.       Ease of the IVR to guide to the right CSR,

          3.       Resolution time

          Smart Phone Applications

          Digital/gesture based interaction

          1.       Ease of downloading/installing the app,

          2.       Look and feel of the app

          3.       Text Font/size

          4.       Response time to navigate to different sections of the app.


          1.       Ease of navigation,

          2.       Ease of uploading  documents,

          3.       Click to call facility,

          4.       Creating calendar events on the fly from any section of the app.

          5.       Ease of navigating to similar topics/reviews/issues,

          6.       Quick links to you-tube to check navigation etc.

          Are there any metrics to measure UX or CX? Well Since ultimately both CX and UX lead to brand perception, let's put in perspective some common measurements which could be used.

          UX Metrics

          Success rate(number of visits to the digital media to perform a task)

          Error rate(e.g. Crashes  per month-)

          Abandonment rate (e.g.  Transaction started but was never completed)

          Time to complete task


          CX Metrics

          CX is measured in overall experience (Net Promoter Score)

           Likelihood to use again (Customer Loyalty) and recommend to others

          Customer satisfaction

          Although CX and UX are different and unique, they must work together for a company to have success.

          Continue reading " User Experience Vs Customer Experience " »

          April 12, 2017


          Dreamforce event last year was almost all about Salesforce AI "Einstein" and its promise. The promise of AI solution that will:

          • Will Reside inside the SFDC platform
          • Will be able to analyze the huge quantities of data generated like, sales, emails, activity data, e-commerce, calendars, social strings, and connected devices (IoT) and
          • Will Implement logics through machine learning and predictive analytics algorithms and
          • Will offer crisp insights after analyzing huge data and provide recommendations and perform business functions across the SFDC platform.

          For example Sales Cloud Einstein's feature of "Predictive Lead Scoring" will help sales folks to focus on the most promising leads. "Opportunity Insights" feature will suggest sales folks to set next priorities. This will also take into account the inputs of another Einstein feature "Automated Activity Capture".

          Service Cloud Einstein will help optimize how calls are routed through the new feature called "Einstein Case Management". Machine Learning will enable cases  to be automatically assigned, escalated and classified once they are raised, and also automatically recommend the resolution based on historic data. It will also ensure that high priority cases are serviced quicker and assigned to the best equipped and available agent. The platform will automate much of the initial information gathering, mostly via chatbots, so that service agents are equipped with background information before the eventual customer interaction. Another value add feature of Service Cloud Einstein will be Case Closure Date Prediction. 

          Similarly, Commerce Cloud Einstein promises Product Recommendations and Commerce Insights and Predicitive Sort for the best and next best product to be offered . Marketing Cloud Einstein will provide Predictive Scores and Audience Predictions to enable marketers for campaigns to be focussed and successful and deliver the best content available. Other Einstein features are summarily depicted below:


          Though, the promise of Einstein is immense but Salesforce has taken a tactical and faster time to market approach for releasing features.  The focus is right now is on using the existing capabilities built through acquisitions like BeyondCore and existing Wave Analytics. The intent is to start building Apps using the existing capabilities and then add on later. By the end of year Salesforce will be releasing around 45 AI features across clouds.

          And the results are showing. Last week Transamerica (insurance firm) announced its plans to adopt Einstein AI for transforming the way it manages the relationships with clients and households by:
          • Providing Insights through sentiment analysis, competitor references by clients etc. Einstein will provide notifications to reach the customers at the best time for conversion
          • Provide Relationship tools to consolidate clients and their households in one structure. It will provide functionality to Group multiple related businesses, households, trusts etc.
          • Once consolidated it will map relationships and provide insights and correlations of their financial ecosystems

          Further, this week Salesforce announced Service Cloud Einstein and Amazon connect integration.

          Oracle also announced launch of "Adaptive Intelligent Apps" last year and due for release later this year. The key Apps and associated SaaS clouds are as follows:

          • CX Cloud: Adaptive Intelligent Offers and Adaptive Intelligent Actions
          • HCM Cloud: Adaptive Intelligent Candidate Experience
          • SCM Cloud: Adaptive Intelligent Planning &Bidding
          • ERP Cloud: Adaptive Intelligent Discounts

          It will be very Interesting to see how much Oracle and Salesforce capture the promising AI space (Bank of America Merrill Lynch predicts AI market to be $153 billion by 2020). Pricing may be feature based and it will not be surprising if its priced per use (per prediction or data analysis). In my opinion quicker release, target segment focus and pricing will eventually determine who captures larger market share in this space.

          Continue reading " " »

          September 8, 2016

          Internet of Things (IoT) in field service management (FSM)

          In today's competitive world, real-time data and innovative service methods are vital for field service enterprises to ensure customer delight, increase revenues, and expand profit margins.

          The IoT explained

          The Internet of Things (IoT) allows machines to communicate with each other (M2M communication). It is built using a combination of networks that comprise of data-gathering sensors, devices, big data, analytics, and cloud computing, which communicate via secured and encrypted channels. Connected devices enable efficient predictive maintenance by constantly providing information on a machine's performance, environmental conditions, and the possibility of failures. IoT can connect machines on the field in order to record incidents in real-time into a semi-intelligent 'Gen-X' FSM system.

          Integrating IoT with FSM software applications

          Field service organizations always strive to consistently provide the best service experience to their customers, by ensuring immediate repair and maintenance of their equipment and machinery. By collecting data about the machine's health and performance from IoT sensors, organizations can leverage predictive and preventive field service to minimize device downtime.