oracle social engagement and monitoring roadmap 2015-11 · h1’r1’m released h1’r2’m...

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2@OracleSocial http://oracle.com/social


Social Engagement & Monitoring RoadmapNovember 2015 Listening, Analyzing and Participating in social conversations



Oracle Social Cloud: Key Differentiators

Comprehensive Platform, Modern User Experience

Modern role-‐based UXModern Customer Engagement for social, service and marketingFrom PaaS to SaaS

Eliminates Dirty Data for Precise InsightsWidest data sets from public, anonymous, and private sourcesIn-‐context insightsMost comprehensive customer profile

Deeper Insights and Precise Market Data

Social attribution for all channels Social ROI for business results Leverage critical marketing data for CX

Business Impact

Global UI, Advanced Listening, Data SourcesInnovation with CX Apps and BeyondPartner Marketplace

Holistic Enterprise Approach



Listen and Engage Innovation• New Languages & Sentiment• Listen Source Filtering• Emoji listening • Custom Indicators• Column-‐based modular Engage• Custom Data Source Analyzer• Topic Alerts

Integrations and Extensibility• Twitter Partnership for Enriched Data • Social Service Enhancements • DLT (social attribution) across CX• Targeted Social Commerce• Responsys Integration• Data Cloud Integration• Development Platform API

Oracle Social Cloud: Latest Enhancements & Innovation


Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | @OracleSocial http://oracle.com/social

User Centered Design• New Calendar• Social Intelligence Center• Message Monitor & Quick Post• Custom Analytics • Mobile App Enhancements• Social Station

Paid Media Capabilities• Partner Brand Networks• Custom Audience and Lookalike Audience

New Network Support• LinkedIn• Instagram• Weibo

Oracle Social Cloud: Latest Enhancements & Innovation

6


Social Engagement & Monitoring – Calendar 2015 Roadmap


H1 R1 -‐ Released H1 R2 -‐ Released H2 R1 – Released H2 R2Enhance Best-‐of-‐Breed Social Capabilities•Targeted Listening by Author•Facebook geo-‐targeting•Expanded topic definitions•Engage management enhancements •Owned channel indicator and sentiment enrichment (beta) •Social Intelligence Center enhancements•Locking records in Engage (beta) •DaaS for Customer Intelligence

•Custom Data Source Analyzer (beta)•Editing active topics•Topic Alerts (beta)•Email digest for topics (beta)•Engage management enhancements•Column-‐based response UI (beta)•Enhanced Social Intelligence Center media mixer•Enhanced blog comment support in Listen

•Twitter author topics•Bulk upload of source URLs for topics•Historical Data in Listen•Move topics between bundles•Topic Alerts (GA)

•Engage analytics•Column-‐based response UI (GA)•Social for Customer Service•Engagement Scoring for Response•Hierarchical Filters inDashboard•Facebook page collection for Listen•Tumblr Response Support•Top contributors and Tweets in Listen•Custom Data Source Analyzer (GA) •Locking records in Engage (GA)

Build a Global Product•Keyword, NLP & LSA Support for Vietnamese, Czech•New Sentiment Analysis for Spanish, Japanese, Simplified Chinese.•UI internationalization for Indonesian, Hindi, Malay, Thai•Sina Weibo support in Engage

•Keyword, NLP & LSA Support for Greek,Hungarian•Enhanced sentiment analysis for Dutch, Italian•Expanded global forum, blog, and news coverage

•Keyword, NLP & LSA Support for Hindi•Enhanced sentiment analysis for Turkish, Russian•Tencent Weibo support in Listen

•WeChat response

Integrate Seamlessly with Oracle Applications and CX Suite

•Developer Platform (response API) (beta) •Enhanced Service integrations for labels

and message attributes

•Enhanced Engage metadata integration

with Oracle Service Cloud

•Developer Platform (GA)

•Social Service Syndication


Social Engagement & Monitoring – Calendar 2016 Roadmap


H1 R1 H1 R2 H2 R1 H2 R2Enhance Best-‐of-‐Breed Social Capabilities

•Facebook response for unpublished posts•Emoji Support in Engage•Workflow threads in Engage•Bulk Routing for additional data sources

•Enhanced Listen metrics and visualizations•Listen charts and KPI available in configurable UI / via API•Improved integrations and extensibility•Sentiment extensions/machine learning•Enhanced SSO support with SAML•Owned channel indicator and sentiment enrichment (GA)

•Integration with Rules Engine•3rd party app and data integrations•Enhanced business data integration in Engage•Role-‐based viewing and editing for topics and dashboards•Advanced Customer Service KPIs•Unified Owned and Earned Analytics

•Pinterest response•Tumblr Listen Support•Social analytics with OBI•Social Image Listening•Social Profile Enrichment•Google+ response•Modular Prebuilt Dashboards•Accessibility conformance•Performance improvements

Build a Global Product

•Sentiment for Bahasa, Arabic •Keyword/LSA for Romanian, Croatian

•Sentiment for Korean, Thai•Keyword/LSA for Bulgarian, Latvian•Bi-‐Di Support for Arabic and Hebrew UI

•Youku/Tudou social network support•VK Support for Listen and Engage•LINE social network response•SinaWeibo support in Listen•Sentiment for Polish, Swedish •Keyword/LSA for Lithuanian, Serbian(Latin)


•Lead creation from Engage to Eloqua and Oracle Sales Cloud, and Responsys

•OSN Integration (beta)•Social Profile Enrichment with ODC•Deeper Audience Insights with ODC

•OSN integration (GA)•Enhanced Digital Targeting with ODC•New Social ROI Measurement Buy•Through Rate for Social activity with ODC


Social Engagement & Monitoring – 2017 and Beyond


Beyond/UnscheduledEnhance Best-‐of-‐Breed Social Capabilities

•Unified Owned and Earned Analytics•Pinterest response•Tumblr Listen Support•Social analytics with OBI•Social Image Listening•Social Profile Enrichment•On-‐demand message translation

Build a Global Product

•Youku/Tudou social network support•VK Support for Listen and Engage•LINE social network response•Sina Weibo support in Listen


•Enhanced Digital Targeting with ODC•New Social ROI Measurement Buy•Through Rate for Social activity with ODC


APPENDIX – Prior Year

@OracleSocial http://oracle.com/social 10


Social Engagement & Monitoring – Prior Year – 2014


Prior & H1 R1 -‐ Launched H1 R2 -‐ Launched H2 R1 -‐ Launched H2 R2 -‐ LaunchedEnhance Best-‐of-‐Breed Social Capabilities•Topic Groups to Bundles•Topic Properties and History•Location Map drill down enhancements•Visual Term Analysis•Targeted Listening (Content Type)•Chart Annotation•Semantic API (internal)•Alerts Integration•Literal Matching and Case Sensitive Searches•Enhanced Topic Selection Properties•Export Raw Data from Listen•Influencer Identification•Enhanced Sentiment Analysis for English•Enhanced Workflow for Engage with a new collaboration center, enhanced notifications &audit trail•Mobile app for Publish and Engage•Enhanced Facebook and Twitter msg support•Enhanced Listen/Response Integration•Enhanced Engage analytics

•Self Service Custom Indicators•Manual Update for Sentiment•Message Overage Protection•LinkedIn response•Full text search in Engage•Mobile app response enhancements

•Social Command Center•Topic Rollup•Topic Refinement•Targeted Listening (Region) •Enhanced Twitter message support•Bulk response actions•Team Assignment in Engage•Enhanced Response Automation•Content Curation/Suggestion module

•Targeted Listening (Source)•Instagram response support•Twitter response enhancement

Build a Global Product•Keyword & LSA support for Portuguese, Spanish, Chinese, German, French, Italian, Japanese, Korean, Dutch, Russian•NLP for Spanish, French, Portuguese, German & Chinese•Mobile app available in 25 languages

•Keyword & LSA Support for Swedish, Norwegian, Finnish, Turkish, Polish, Bahasa, Thai

•Keyword & LSA Support for Traditional Chinese, Danish•New Sentiment Analysis for English, Spanish

•Improved Sentiment for English & Portuguese•Hebrew and Arabic Keyword & LSA support

Integrate Seamlessly with Oracle CX Suite and Applications

•Enhanced RightNow integration


Social Engagement & Monitoring – Prior Year – 2013


H1 R1 -‐ Launched H1 R2 -‐ Launched H2 R1 -‐ Launched H2 R2 -‐ LaunchedEnhance Best-‐of-‐Breed Social Capabilities

•Enhanced UX

•Self-‐service topic creation and dashboard

•Dynamic theme analysis

•Chart export

•Usage tracking

•Enhanced Engage rules

•Custom Indicators created

by Service

•Topic Lifecycle Maintenance

•Facebook threaded comments

•Topic and Message Volume Tracking

•Topic Groups to Bundles

•Topic Properties and History

•Location Map drill down enhancements

•Enhanced Workflow and Automation for

Engage with a new collaboration center,

enhanced notifications and audit trail

•Mobile app for Publish and Engage

•Visual Term Analysis

•Targeted Listening (Content Type)

•Chart Annotation

•Semantic API

•Alerts Integration

•Literal Matching and Case Sensitive

Searches

•Enhanced Topic Selection Properties Build a Global Product

•Available in 30 languages •Brazilian Data Sources for Listen & Analyze

•World Map in Dashboard

•Keyword & LSA support for Portuguese &

Spanish

•Keyword & LSA Support for Chinese,

German, French, Italian, Japanese, Korean,

Dutch, Russian

•NLP for Spanish, French, Portuguese,

German & Chinese Integrate Seamlessly with Oracle CX Suite and Applications

•RightNow integration •Siebel service requests

•CRMOD service requests

oracle social engagement and monitoring roadmap 2015-11 · h1’r1’m released h1’r2’m...

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