Analytics for Customer Experience

Oracle Fusion CX Analytics helps organizations achieve their full revenue potential by combining sales, marketing, and service data in a unified analytics solution.

Analytics across CX applications

Unite marketing, sales, and service data for trusted numbers across the board

Connect to cloud data sources or import external files for secure, governed analysis.

Promote a seamless customer experience from lead to contract through renewal

Understand which accounts need additional support or find potential references. Discover and nurture opportunities for upsell or cross-sell before the renewal process begins.

Generate more accurate forecasts and identify potential revenue leakage points in the customer lifecycle

Examine front- and back-office KPIs together, including lead-to-order tracking, account ROI, renewal rates, and more.

Conduct account-based analysis across the entire customer journey

Generate more targeted outreach and track each account's individual engagement to improve pipeline velocity, both pre-sale and during the renewal process.

Prebuilt analytics for Oracle Cloud CX

Sales pipeline: Uncover new data patterns for better decision-making

Measure and monitor best practice KPIs and trends, calculate pipeline growth or shrinkage, and determine if projected velocity supports current objectives. Sample KPIs

• Weighted pipeline
• Pipeline velocity
• Stage velocity
• Funnel leakage
• Stage progression
• Revenue from accounts
• Deals at risk
• Average deal size

Win-loss: Delve into what drives win-loss outcomes and draw conclusions faster

Determine how long it takes to win or lose a deal, quantify the amount of time spent in each stage of the sales cycle, and identify which sales reps are succeeding and why. Make proactive business decisions to improve team performance and win rates. Sample KPIs

• Won sales
• Lost sales
• Win-rate percentage
• Stage velocity
• Stage progression
• Lead-to-opportunity velocity
• Qualification-to-conversion velocity
• Won revenue by lead channel

Lead prioritization: Understand where the best leads come from and what makes them likely to convert

Identify which leads are most likely to become opportunities. Drive higher conversion rates with more effective nurture programs. Sample KPIs

• Lead qualification rate
• Lead rejection rate
• Lead conversion rate
• Average lead age
• Number of expired qualified leads
• Leads by account
• Leads by reporting period
• Lead velocity

Sales activity: Learn what drives team performance and generates the most revenue

Understand which activities consume the most time and their impact on team and individual results. Improve coaching and compensation plans to better support and incentivize team members. Sample KPIs

• Number of activities
• New activities by time period
• Activity rate per won opportunity
• Task rate per won opportunity
• Activity duration
• Team member activity rate
• Activity rate for open opportunities
• Average activity rate for lost opportunities

Quote efficiency: Optimize contract processes for an exceptional customer experience

Examine quotes and conversion rates for a deeper understanding of the customer experience from the start. Manage expectations and adjust processes as needed for a smoother contracting period, setting the foundation for a more effective retention strategy. Sample KPIs

• Average quotes per won opportunity
• Active quotes
• Quote cycle time
• Quote conversion rate
• Average contract value
• Opportunity-to-quote velocity
• Average recurring revenue
• Active quote win rate

Subscription pipeline: Understand the factors influencing renewal rate of subscription services for more accurate forecasts

Analyze account usage and payment history to identify the most active customers as part of a subscription strategy. Intervene and engage earlier when a customer seems at risk of churn. Sample KPIs

• Monthly recurring revenue (MRR)
• Annual recurring revenue (ARR)
• Average revenue per user
• Customer lifetime value
• Customer acquisition cost
• Churn rate
• Lead velocity rate
• Subscriber return on investment

Campaign efficiency: Demonstrate campaign impact with more accurate revenue attribution

Tie specific campaigns to pipeline and potential revenue creation. Understand true campaign costs and ROI for accurate planning and forecasting.

Repeat or improve successful campaigns with the most impact on revenue

Quickly identify which campaigns, messages, and channels generate the greatest number of qualified leads, opportunities, and sales. Sample KPIs

• Campaign attributed leads
• Campaign actual vs. budgeted cost
• Cost per opportunity
• Cost per attributed revenue
• Cost per win
• Top campaigns
• Engaged contacts
• Targeted accounts

Account-based analysis: See where and why leads are stagnating and identify which accounts to prioritize

Discover where the highest-value prospects are coming from to fast-track the MQL-SQL handoff. Sample KPIs

• Campaign ROI
• Campaign attributed pipeline
• Campaign attributed revenue
• Won opportunities per campaign
• Lost opportunities per campaign
• Cost per won revenue
• Cost per attributed revenue
• Won revenue by channel

Service effectiveness: Align customer satisfaction with revenue goals

Discover which key service metrics correlate to higher customer satisfaction. Uncover patterns in both service activity and customer engagement to identify which accounts are at risk of churn and which accounts are primed for a renewal or upsell. Sample KPIs

• Service request overview
• Service request backlog rate
• Escalation rate
• Service request resolution rate
• Agent performance
• Requests by service category
• Requests by channel
• Customers by active request

Why choose Fusion CX Analytics?

Explore the capabilities of Oracle Fusion Analytics

Prebuilt KPI library

Monitor performance against objectives with more than 700 best practice CX KPIs.

Simplify data management

Gain Oracle-managed data pipelines and model for Oracle Cloud CX data.

Prebuilt machine learning

Leverage ready-to-use machine learning to predict business outcomes and detect risk.

Add more data sources

Easily add non-Oracle data by using self-service methods or a more governed, curated approach.

Self-service analytics for all

Visually explore data and use voice and mobile. Create dashboards and reports with easy drag and drop.

Get started quickly

Streamline deployment with prebuilt analytics that stays current with Oracle Cloud CX releases.