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Oracle CX Service and Marketing

Deliver seamless customer experiences using an integrated CX solution. Understand your customers, keep them loyal.

Inside Oracle CX Service and Marketing

Our history with Intelligent Advisor

Why does our history matter?

For one, it is about knowing a product inside out and having implemented it many times in different situations. We have intuitive knowledge about the quickest way to do something. More importantly, we understand how the product can change your business operations in delightful ways. Once clients see the potential, they want to use the product more extensively.

How long have we worked with OIA?

Certainly longer than any of us imagined at the start of our careers! The product has been around for about twenty years, and sometimes it feels like we have been around longer. Our combined experience is at least double digits above that.

Why choose a partner like us?

We have extensive experience implementing and supporting Intelligent Advisor and moving applications into cloud platforms. Our knowledge of Intelligent Advisor has taught us how to deliver projects successfully, even in complex environments with multiple technologies. We bring dedicated specialist resource to your project to enable you to get the best use of your technology.

What else can we do?

We advise on best practices, strategy, and architecture and provide services in all implementation aspects including standard and bespoke training and set up Intelligent Advisor Centres of Excellence. When you are up and running we can do health checks and managed services to ensure you get the most from the quarterly updates from Oracle.

What should I do now?

You can speak to one of our experts or read on and find out more about what we offer.

Intelligent Advisor Services

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We have developed Intelligent Advisor solutions in multiple industries. Our specialist team are skilled in all aspects of implementing Intelligent Advisor and or best practices have been developed through years of experience.

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Health check and tuning

We offer a comprehensive health check service to review your Intelligent Advisor implementation for best practice, future maintenance, maximise benefit and avoid problems. We also our tune-up skills to identify and resolve performance issues.

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We haven’t come across a system that we haven’t been able to integrate with Intelligent Advisor, and we welcome you to challenge us with your company’s systems.

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Managed service

Our aim is always to make you as self-sufficient if possible, but sometimes it makes sense for you to let us look after your rulebases while you get on with your business. Our offering is fully flexible based on your needs.

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We offer an end-to-end upgrade service for clients. We can upgrade to and from any version making sure that we do comprehensive testing to ensure that things are working as expected.

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We help our clients understand where Intelligent Advisor can be used (and where it is not suitable). We assist with developing technology roadmaps, architecture and presentations to boards and wider stakeholder groups.

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Centre of excellence

Once you have your or few policies or forms live, it makes perfect sense to create a centre of excellence for all your policy automation needs in your organisation. We teach best practices, develop your centre of excellence based on 5 core pillars.

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We have extensive experience in testing Intelligent Advisor components and how to make the best use of time in any policy deployment. Let us show you how you can get better testing done quickly.

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Back in the classroom, when we teach Intelligent Advisor, the students (your staff) often love what we show. And we’ll support and guide them through to a successful deployment and beyond. 

Colin Campbell, CX Expert, Magia Consulting

Working with Oracle CX

Experience the next generation of CX service

I love showing clients what is possible with CX Service. The product has so many capabilities from request management, knowledge, analytics and chat, It really opens their eyes to the possibilities to connect with customers.

Colin Campbell, CX Expert, Magia Consulting
Colin Campbell, CX Expert, Magia Consulting

Working with Oracle CX

Experience the next generation of CX service

I love showing clients what is possible with CX Service. The product has so many capabilities from request management, knowledge, analytics and chat, It really opens their eyes to the possibilities to connect with customers.

Colin Campbell, CX Expert, Magia Consulting

Process reduction

  • 91% reduction in appeals for a government agency that provides financial assistance for citizens and reduction in case processing time from 3 months to 10 days.
  • A project to automate university applications, reduced processing time from 4 weeks to a maximum of 48 hours, and in some cases instant online decisions and offer letters.

Process improvement

  • Created a new Disability Advisory Service system, consisting of an online portal for practitioners and students, validates data at source, reduces invoicing queries, and improves reporting.
  • Implemented a digital application process at a university for internships that enable under-represented and disadvantaged people to experience postgraduate study. The application process is fully WCAG2.1 compliant and device responsive for digital accessibility.

Data collection

  • Developed intelligent financial returns for 20,000 entities saving £3million a year in manual checking and contributing to the largest financial consolidation exercise in Europe. The service included complex calculations and validations. Intelligent data collection from a possible 5,000 data items ensured the service collected only the relevant fields.
  • Within very short timescales, implemented a COVID-19 data collection process for 26,000 users per day.

Business transformation

  • Helped a government organisation transform a funding calculation system using Intelligent Advisor to implement 1000s of complex education-based funding rules, a large-scale transformation involving multiple teams.

    Worked with a large Government Shared Service provider to implement an Intelligent Advisor centre of excellence to digitize forms, and automate processes relating to HR and Finance. The framework is in place to which connects to single sign on and their HR, ERP and CRM Systems and over 40 processes have been digitized using Intelligent Advisor.

Financial services

  • Assisted in developing a customer onboarding solution for a global bank with 8.8 million customers to meet "Know Your Customer" compliance requirements.

Human resources

  • Working with a large Government HR department to implement Intelligent Advisor to implement easy-to-use employee tools for recruitment, parental leave and dual location processes. The new digital forms for parental leave incorporate policy guidance to provide eligibility information during the application process, and the feedback of the new digital recruitment form has been excellent.
  • Assisting a university to create and maintain Intelligent Advisor forms for HR and Risk/Compliance use cases, to provide decisions such as eligibility for maternity, paternity and adoption leave, and to ensure management training and safety procedures are consistent across different sites and campuses.
  • For a half-yearly employee assessment, approval, and review process, we helped a client set up a workflow using Intelligent Advisor, feeding data into Oracle E-Business Suite for pay reviews.

Data Collection

  • We built a bespoke Land and Buildings data collection tool in .Net Core MVC to collect over 2,000 data points from every Academy Trust in England.


  • We made tools to enable the near-real-time creation of connectors That allows the client quickly and efficiently extend or change the number and type of interview questions.
  • Our tools allow for fast development cycles. For instance, one customer saves time and makes their research budget go further by using our tools to do the work in a few days rather than weeks.

Software Development

  • We are experienced in agile development, using software patterns, continuous integration, and Test-Driven Development for projects.
  • We have successfully delivered front-end and back-end development and implemented APIs for internal and external use.
  • We have built SaaS and PaaS services and scalable server-less cloud-based web applications using the Microsoft Azure stack.
  • We have detailed knowledge and experience of C#, .NET, ASP.NET MVC, Blazor, SOAP, REST API, front-end web development (HTML/CSS/JS/SignalR/WASM), including Single Page Applications (SPA), and working with identity and access security in the Microsoft Azure PaaS environment.

Knowledge Transfer

  • We have built data collection and funding systems, supported customers in building in-house capabilities, and ensured effective knowledge management and transfer.

UK Government Digital Standards

  • We develop our services to the UK Government Digital Service standards and deliver Minimum Viable Product solutions within compressed timelines.


  • We have designed a reusable form template that is GDS and WCAG 2.1 AA compliant. As a result, the team can produce each form to the required standard with less testing and a quicker turnaround time.

Improving user experience


A client had embedded Oracle B2C Service into their operation, using it to track interactions with customers and suppliers. The system was broadly doing what was required but there was scope to gain more value from the technology investment. What features would help to achieve this?


We interrogated their system, asked lots of questions, and watched to see what users were doing. We identified pain points and inefficiencies. We then walked the client through our findings and together created a list of initiatives to improve the system. The list was ordered based on priority and then off to work we went!


The client has realised more efficiencies from the product. Processes are simpler but still achieve the same outcome. The UX is better for both advisors and customers, both being fully accessible to WCAG2.1AA standards. The analytics capability and the dashboards provide the client with a snapshot of exactly what’s going on.

Improving user experience

Frequently asked questions

Do you work with Oracle Service Cloud / RightNow?

Yes. Oracle Service Cloud / RightNow is now called Oracle B2C Service. We provide full implementation services for this product whether it be a new installation or enhancements to your existing implemention.

Which Oracle CX tool should I choose?

Each facet of Oracle CX can be tailored towards your business needs and budget. Speak to a member of our team so we can help guide you in choosing the tools that you need to empower your staff and your customers.

Why should I choose you to advise me on what customer service software is best for my business?

We are a small business and must ensure our customers have the best service. While we can’t know everything, we have seen a lot, and we can give you friendly advice about what we know works and what things to look for when selecting a CRM system. We also don’t charge for understanding whether we are the right fit for you so give us a call and see what you think.

What’s the difference between B2B and B2C Service?

B2C Service (formally known as RightNow or Service Cloud) is a leading solution for multichannel customer contact and is perfect for B2C organisations looking to increase customer satisfaction and agent productivity. Oracle B2B Service (known as Fusion Service) is the perfect engine for customers who have invested in the Fusion Platform platform giving the benefits of a single data model across Finance, Supply Chain, and HCM.

Do you sell Oracle licences?

Yes, we do. There are certain limits depending on the product and your turnover. There are special rules for Public Sector customers.

Can you integrate with other systems?

One of our key differentiators is our ability to build whatever integration you need to move your data around. We have skills in integration technologies and can pull data into systems and send it out to middleware or directly to other applications. We can integrate cloud, on premise, bespoke and legacy applications.

How long does it take to have a new system up and running?

Each customer is different, but we can start small and build out. You don’t have to change everything at once. We ideally aim to deliver an initial component within 6-8 weeks but this will depend on the scope and complexity of your project.

Got a question that’s not covered here? Book a call to speak with one of our team.

Find out more about Oracle CX Service and Marketing