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Oracle News & Analysis

7 Vendors Top the Forrester Wave for Customer Service Solutions

At a time when seven out of 10 online shoppers complain of unsatisfactory experiences, which vendors stand out as offering possible solutions? The authors of the latest Forrester Wave Customer Service Solutions for Enterprise Customers Q2 2014 (registration required) rated customer service vendors against 83 criteria and identified seven leaders.

According to the report, the vendors with the best strategy pursued excellence in a limited number of areas and avoided over diversified, Jack-of-All-Trade scenarios.

Adobe: IBM's Silverpop Deal Could Trigger 'Nightmare'

customer experience, Adobe Calls IBM's Silverpop Acquisition a 'Nightmare'

IBM’s acquisition of Silverpop will create “headaches” for marketers using Big Blue platforms because of “silo problems” that will lead to a potentially expensive “integration nightmare,” according to a top official at Adobe, a leading competitor.

Suresh Vittal, vice president of marketing strategy for Adobe’s Digital Marketing business, told CMSWire that IBM, which typically sells to CIOs, is trying to hand marketing to IT.

“This acquisition feels like an attempt to fix the failings in the Unica acquisition: namely email and cross-channel execution,” Vittal said. “We think Silverpop is a partial answer that creates significant overlap problems for both Unica and Silverpop clients.”

Oracle Launches Enhanced Mobile Cloud Access

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Sales force automation (SFA) and user experience management have pitted Oracle and Salesforce against each other with Marketo snapping at their heels. All three have been piling the pressure on with new releases and announcements as they battle to dominate the market.

Yesterday, at its Collaborate annual conference for the Oracle application and technology community, Oracle added some major enhancements to its CPQ Cloud. It also announced a number of upgrades to it sales cloud that are focused principally on making SFA more mobile.

Microsoft is No. 1 Software Vendor, Oracle Takes No. 2 from IBM

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With all the talk about Microsoft’s new CEO and the changes he is likely to bring, it is sometimes forgotten that the company is the biggest software vendor in the world. According to new figures from Gartner, Microsoft retained that crown in 2013, while Oracle muscled past IBM to claim the number two spot. 

That is one of the significant points from the Market Share: All Software Markets, Worldwide, 2013 report, which also notes that Salesforce has pushed itself into 10th position from 12th last year. This is the first time that a cloud or SaaS vendor has managed to make it into the top 10 list.

Fast Data Beats Big Data, TIBCO CMO Claims

Lori Wright.jpgBig data can be a big disappointment. As TIBCO CMO Lori Wright explained, it's hard to find the value in complicated, ginormous and ever-growing masses of information about everything from "weather to social sentiment."

So maybe it's time to start thinking about something else — something that may be a more meaningful piece of the data-fueled puzzle. "Fast data," she said.

In this information intensive, hyper-connected, data-driven world — where right time business insight can separate the movers from the losers — speed thrills.

"How do you find the data you need at the moment it’s needed? You speed it up," Wright told CMSWire. "Fast Data that’s filtered and delivered to the right place as quickly as new information arrives solves the (slow) big data problem."

Digging Inside Oracle's Acquisition Strategy

customer experience, Digging Inside Oracle's Acquisition Strategy

Oracle’s latest acquisitions show it believes Software-as-a-Service (SaaS) is for real, that CRM is a major growth space and that it must strengthen its cloud-based applications, analysts told CMSWire.

In December, Oracle, one year after it announced its $871 million buy of marketing automation company Eloqua, announced plans to acquire marketing cloud player Responsys for $1.5 billion

And last month, Oracle, led by CEO Larry Ellison (pictured left) scooped up marketing technology specialist BlueKai for what some say is an estimated $350 million to $400 million deal. 

“The big picture is they clearly see an opportunity to establish themselves as a major force in two places,” said Tim Jennings, chief IT analyst who covers Oracle for Ovum Research. “On a macro level, it’s the broad customer experience space, and specifically, the marketing world.”

IBM, Microsoft, SAP, SAS Lead Gartner's BI Analytics Magic Quadrant

Gartner’s Magic Quadrant for Business Intelligence and Analytics Platforms is one of the most dynamic quadrants Gartner produces. It reflects a market that is still growing and intensely competitive. However, all is not well in paradise.

Enterprises are looking to expand the use or even standardize their data discovery platforms for larger business intelligence (BI) deployments. But Gartner reports that many vendors lack the enterprise features around governance, administration and scalability that are required to do this.

Oracle Bites On BlueKai in #Martech M&A Feast

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Oracle Corp. appears to have an insatiable need for acquisitions, with a focus on anything involving marketing technology (now known in the Twittersphere as "#martech"). Its latest deal is BlueKai, an acquisition announced this morning. Although terms of the deal were not released, it is estimated in the $350 million to $400 million range.

The buy will help Oracle to personalize marketing programs and the customer experience. Omar Tawakol, CEO, BlueKai, said his company's products "convert fragmented and disparate marketing data into high-performance results for companies.”

BlueKai claims to maintain a database of 700 million consumer profiles and has more than 300 customers across multiple industries. The company boasts that its Data Management Platform (DMP) keeps the customer and audience data in the cloud to target marketing campaigns and deliver better results. 

In short, BlueKai is one of the largest providers of data that help provide those super-targeted ads you see in your browser that might seem a little creepy because they happen to coincide with what you've been searching for lately.

Big Data Bits: The Land of Opportunity Is Getting Crowded

Big Data Bits: The Land of Opportunity Is Getting CrowdedIt’s hard to believe that only three years ago “big data” seemed like a strange term. I remember sitting in a crowded room at GigaOm’s first New York Structure Conference at Chelsea Piers listening to a bunch of bigwigs debate what the massive amount of data we were accumulating quickly would eventually be called.

“I hope it’s not big data,” one of them said -- I think it may have been Om Malik. It seemed as if the term was being used “temporarily” until someone came up with something better.

Needless to say, it stuck. 

With $1B Acquisition, OpenText Swimming for Big B2B Integration Fish

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We now know OpenText’s Information Exchange portfolio was beefed up when it bought GXS for $1 billion this month. But how much better did it get? Who is OpenText going after — and where are they now in this space?

First things first — this is a serious acquisition for the now 8,200-employee Waterloo, Ontario-based enterprise information management software provider. Its investment into GXS represents about a third of the total price for nearly 50 previous acquisitions during the past 20 years.  

The move is so significant, one industry analyst said, that she now puts OpenText ahead of IBM and TIBCO, two of its major competitors in the B2B integration services space. TIBCO offers “B2B Next,” and IBM has "Sterling B2B Integrator."

"OpenText’s Information Exchange portfolio was somewhat limited in its capabilities, so this acquisition will greatly increase its capabilities, putting it ahead of IBM and TIBCO," Sue Clarke, senior analyst at Ovum Research, told CMSWire.

Forrester Names SAP, IBM, SAS, Microsoft Tops in BI

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The functions on business intelligence (BI) suites may have become standardized. But enterprises are still prepared to pay big bucks for products that will give them best-in-class data and insights.

In fact, Forrester maintains, enterprises are competing over the quality of the insights they can draw from their data and the customer experience they can offer customers or clients. The other key differentiator is the ability of those BI suites to integrate with legacy enterprise systems.

Competitor: Oracle's Latest Acquisition Fills 'Major Gap'

Oracle's $1.5 billion acquisition of Responsys last month is the company's attempt to fill its “major gap” in the marketing technology space, an Oracle competitor told CMSWire.

“This announcement continues to provide validation and further attention to the importance of the marketing technology space,” Suresh Vittal, vice president of strategy at Adobe Campaign, told CMSWire. “However at its core, Oracle is a CRM company and doesn’t understand marketers’ daily issues. It realized it was missing market share. Through another acquisition, it is trying to fill a major gap as the stakes are continuing to increase.”

Oracle Pushes Social Platform into New Markets with New Languages

Oracle Pushes Social Relationship Platform into New Markets With New LanguagesWith the addition of seven new languages to its Social Relationship Management Suite (SRM) and the introduction of new capabilities and data sources, Oracle is extending the reach of its social platform so businesses can parler, sprechen and parlare with a greater global region.

What the Responsys Acquisition Means for Oracle, Digital Marketing

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What company is next after Oracle’s $1.5 billion purchase of marketing cloud vendor Responsys? Some company for sure. And the next buy will come sooner rather than later, analysts told CMSWire.

The Redwood City, Calif.-based software giant's latest acquisition comes during a time of industry transformation.

“Marketing will be an extremely rich area of merger and acquisition activity for the foreseeable future,” said Robert Brosnan, principal analyst at Forrester.

Oracle Buys Responsys for $1.5 Billion, Merges with Eloqua

image-oracleresponsysbuy-2013.jpgExactly a year to the day after Oracle announced its $871 million buy of marketing automation company Eloqua, Larry Ellison and company announced plans to acquire marketing cloud player Responsys for $1.5 billion.

 

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