skip to main content
Close Icon

In order to deliver a personalized, responsive service and to improve the site, we remember and store information about how you use it. This is done using simple text files called cookies which sit on your computer. By continuing to use this site and access its features, you are consenting to our use of cookies. To find out more about the way Informa uses cookies please go to our Cookie Policy page.

Global Search Configuration


Over the last three years Oracle has assembled a portfolio of customer engagement applications to deliver on the omnichannel customer experience promise.


  • True omnichannel customer experience consists of 11 characteristics and Oracle can address them all today.

Features and Benefits

  • Evaluates Oracle's CX portfolio and how it can address the 11 key characteristics of omnichannel.
  • Provides guidance on shaping an omnichannel customer engagement capability.

Key questions answered

  • What is omnichannel customer engagement and what does good look like?
  • How does Oracle's CX Cloud portfolio support a true omnichannel customer engagement capability?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for Oracle

Defining omnichannel provides a basis for common understanding

  • Ovum’s definition

The 11 characteristics of true omnichannel customer experience

  • Oracle can support them all
  • Recognize the customer and understand their context
  • Oracle ID Graph powered by Oracle Data Cloud
  • The orchestration of customer experiences and two-way interactions
  • High levels of integration and interoperability support continuity of experience across channels
  • Minimizing customer effort requires insight into the customer journey
  • Every interaction should build trust
  • The value chain must be integrated as part of the omnichannel customer engagement capability
  • Oracle supports continuous improvement and innovation in omnichannel delivery
  • Oracle provides a platform for omnichannel orchestration

Oracle provides a modern and engaging user interface

  • Alta UI’s design principles provide a modern and uncluttered user interface

Oracle must continue to prioritize customer outcomes above all else

  • Building trust and minimizing customer concerns about lock-in
  • Omnichannel is complex and demands consulting skills


  • Methodology
  • Further reading
  • Author

Recommended Articles

  • Service Provider Markets, Consumer & Entertainment Services,...

    MWC 2018 Highlights

    By Ronan De Renesse 27 Feb 2018

    Over 20 of our senior Ovum analysts and consultants attended this year’s Mobile World Congress in Barcelona at the end of February. In between meetings, briefings and presentations, our analyst team were blogging and tweeting about key developments, trends and rumors. Have a look through our daily MWC 2018 Highlights to find out what happened.

    Topics 5G AI IoT Cloud Payments SDN/NFV Smart home

  • Enterprise Decision Maker, Enterprise IT Strategy and Select...

    2017 Trends to Watch: Big Data

    By Tony Baer 21 Nov 2016

    The breakout use case for big data will be fast data. The Internet of Things (IoT) is increasing the urgency for enterprises to embrace real-time streaming analytics, as use cases from mobile devices and sensors become compelling to a wide range of industry sectors.

    Topics Big data and analytics IoT

  • Consumer & Entertainment Services

    US pay TV: Is it facing an existential threat?

    By Adam Thomas 28 Mar 2018

    With US pay TV having endured the worst year in its history, thoughts have inevitably turned to the future. The likelihood remains that the immediate future will remain highly uncomfortable for everyone except the scaled multinational digital platforms.


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 7770704398 or email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now