Oracle Social Engagement and Monitoring Cloud Service Data Sheet

ORACLE DATA SHEET
ORACLE SOCIAL ENGAGEMENT AND
MONITORING CLOUD SERVICE
KEY FEATURES
• Global social media, web, and news
feed data
• Market-leading listening quality
• Automatic categorization
• Configurable dashboards, drill-down
precision
• Competitive monitoring and comparison
• Data export
• Priority conversation and comment
filtering
• Enterprise assignments, routing and
workflow
• CRM integration
• Contextual response across social
media channels
• Role and team-level administration
• Trackable metrics
A component of Oracle Social Relationship Management, Oracle Social
Engagement and Monitoring Cloud Services provides the foundation required
to shift to this new type of customer relationship. Listen to what customers are
saying, identify key influencers, and keep tabs on your competitors. Engage in
the right social conversations that impact your or brand, route them to the right
channel or team and track the progress. Measure key indicators and trends to
improve your business. Best of all, you can do it all from a single interface
that’s integrated with the systems you use to run your business today.
Understand Your Customers and the Social Context
Only by receiving real-time, relevant signals can brand managers begin to understand what
matters to their customers. Listening to customers is the critical first step—but not the only
step. And, social isn’t the only channel your business uses to manage the customer experience.
Social adds a new channel to Customer Relationship Management (CRM) and the customer
experience. The ability to listen, engage directly via social or other appropriate channel, scale
and track your responses, and learn from each customer interaction is the foundation of the
social enabled enterprise.
• Audit trail
KEY BENEFITS
• Capture relevant information from
across the web and social channels
• Cut through the noise to track key
topics, trends, and influencers
• Track perception, sentiment, and
relevant conversations across different
social media channels
• Route and respond via the most
effective channel for your customers and
your business
• Prioritize and proactively engage in
social conversations
• Improve productivity, response times,
and ROI
• Reduce brand risk
• Provide a unified brand experience
Figure 1. Effective brand-to-customer relationships integrate transactional-, content-, and
social-based experiences.
Be Insightful
Customers are constantly sharing their views about what they want and need, what they like
and dislike, and overall what matters most to them. Companies that listen to their customers
can offer better products, create more-targeted messaging, and learn how to best engage with
the right customers in the right place at the right time.
By employing intelligent social listening (which has become increasingly critical to

ORACLE DATA SHEET
ORACLE SOCIAL
ENGAGEMENT AND
MONITORING CLOUD
SERVICE
Oracle offers a complete
solution of social engagement
and monitoring services via the
Oracle Cloud. With these
products, you can listen to what
customers are saying, gain
valuable insight, and engage
with them directly via social
media or through other CRM
channels including marketing,
sales, or service.
RELATED PRODUCTS
• Oracle Social Engagement and
Monitoring Cloud Service,
Standard Edition
• Oracle Social Engagement and
Monitoring Cloud Service,
Premium Edition
• Oracle Social Engagement and
Monitoring Cloud Service,
Enterprise Edition
understanding customers’ intentions), brand managers can:
• Create better marketing campaigns, products, and services with real-time customer feedback
• Manage interactions across all channels, including sales, marketing, and customer service
• Correlate customer data and intelligence to provide more meaningful and timely responses
• Deliver a unified brand experience to customers and prospects at the right time and place
through the right channel
In a digitally connected world, intelligent listening can mean the difference between success
or failure for brands. Online social conversations can provide a gold mine of data. Successful
brands will be those with managers who make use of this intelligence for near-real-time
decision-making to affect positive outcomes.
However, first-generation social media monitoring tools made it hard to act on listening data
with confidence. In contrast, the listening data produced by second-generation tools is highly
accurate and precise. With this better data, you can now engage with your customers at scale
reliably and consistently.
Oracle Social Engagement and Monitoring Cloud Service provides accurate insight into the
meaning of social conversations, enabling organizations to drive business value globally, by
geography, brand, product or segment, and intimately, including 1:1 customer conversations
that can scale.
• Oracle Social Engagement and
Monitoring Cloud Service,
Conversation Suite
Figure 2. The right social analytics platform is easy to deploy and use, and provides
information that enables brands to make intelligent and informed business decisions.
Capture, Monitor, Engage and Analyze
Oracle Social Engagement and Monitoring Cloud Service combines an extensive set of
information sources, industry-leading monitoring technology, integrated, multi-channel
response and engagement capabilities, and real-time interactive dashboards that are tuned to
your key performance indicators for continuous improvement.
Capture
The right listening strategy starts at the right level—so you don’t have any blind spots—but
quickly cuts through the noise. Oracle Social Engagement and Monitoring Cloud Service
delivers its insights by consuming massive amounts of social conversation and enterprise text
and then applying unique IP processes to extract meaningful, relevant information from that
mountain of data. This holistic approach with an eye on taking action enables you to:
• Listen globally. Data sourced from over 40 million sites including global social media
networks and news data.
• Be where the conversation is. Blogs, video sharing, forums, news, and review sites
• Get the full context. Capture the complete conversation and context of the story, post,
message, or comment—not just summary information
Monitor
With access to clean, relevant information, brand managers are able to provide the right
response. Insights about customer segments, preferences, and intent—including information
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ORACLE DATA SHEET
about the source of the social media conversation –can be used to tune or improving a
campaigns or media buy, identify and engage influencers, or proactively address unanswered
customer questions about a product, service, or offer.
Figure 3. Oracle Social Engagement and Monitoring Cloud Service extracts meaningful
data from social conversations and enterprise text.
• Clean signal. Eliminates irrelevant and duplicate data for a clean signal
• Indicators become insights. Indicators capture and filter conversations based on intentions
(e.g. purchase, switching, sale/coupon) activities & interests, and product attributes such as
price, quality, or customer service
• Automatic categorization. Automatically filters themes and identifies emerging trends
• Segment for action. Track and filter key customer segments including age and geography
or content type (e.g. Twitter, Facebook, blogs, news)
Engage
Provide the right response to the right conversations in the right context. Distribute workloads
for efficiency, route customer engagement to the right channel, give them the context to be
insightful in their response, and reduce risk exposure by taking advantage of the following
features of Oracle Social Engagement and Monitoring Cloud Service:
• User friendly. Familiar and intuitive interface enables you to scale your team with minimal
training.
• Priority filtering. Filter conversations for the right action by read status, channel, message
type, label, assignee, and date to expedite access to required information.
• Response assignments and workflow. Route messages to appropriate team members
within the marketing team or service organization to best address the customer need.
• Contextual respond. Respond to messages in context by seeing the original message,
engagement statistics, comments, replies, labels, and internal activity from your team.
• Reduce risk. Grant permissions to the correct people in the right roles, give them the right
channels to respond, and get a full audit trail.
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ORACLE DATA SHEET
Figure 4. Oracle Social Engagement and Monitoring Cloud Service lets you monitor and
respond to posts, comments, tweets, and direct responses via the right social media or
customer experience channel.
Analyze
With Oracle Social Engagement and Monitoring Cloud Service, you can identify the right key
performance indicators (KPIs) for your brand, and then use those metrics to understand how
customers view your brand. The insights you gain from those metrics will enable your
organization to create and modify products, understand market challenges, improve market
messaging, profile new customers, and more.
• Track performance. Highly configurable dashboards using key performance indicators
• Respond to change. Track and drill-down into emerging trends, spikes, and anomalies
• New offerings and markets. Monitor relevant conversations that uncover unmet needs or
underserved segments.
• Service improvement. Focused listening on customer sentiment and perceptions around
service, source of incidents, track reactions to social responses.
• Competitive trending. Keep tabs on your competitors by viewing their social media
presence, customer conversations and perceptions and compare against your brand.
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ORACLE DATA SHEET
Figure 5. Oracle Social Engagement and Monitoring Cloud Service enables you to track
topics, trends, and channels so you can identify emerging trends, track competitive activity,
monitor the impact of brand messages and campaigns and take the right action.
Into Action: With Insight and Integration
Integration between Oracle Social Engagement and Monitoring Cloud Service and Oracle
Social Marketing Cloud Service, another component of Oracle Social Relationship
Management, enables you to directly link customer insights, trends, and feedback with your
ongoing social marketing campaigns, content, and messaging—all from a single interface. It’s
a complete approach to social built for the way social brand teams work, linking listening,
content creation, community management, and analysis of a company’s social media efforts in
one place.
And, because social isn’t the only channel you use to interact with customers, Oracle Social
Relationship Management cloud solutions are integrated with the systems you already use to
run your business—including marketing automation, sales force automation, customer service
and support, and commerce applications. It’s a complete strategy to help you avoid the
complexity of managing products from multiple vendors and the risk of costly “social silos”—
the result of trying to stitch together workflows and metrics from disparate teams and tools.
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ORACLE DATA SHEET
Contact Us
For more information about Oracle Social Engagement and Monitoring Cloud Service, visit oracle.com/social or call +1.800.ORACLE1
to speak to an Oracle representative.
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