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Oracle CRM Road Map

Amit Ghosh Product Manager CRM Product Speaclist

Why no point solutions?


 Integration is costly and hard  Integration requires access to multiple data sources  Who then owns the responsibility of a successful implementation?  What happens when its time to upgrade?  Who do you call when things do not work?  Who knows integration better than Oracle?

The Integration Nightmare


Marketing Valex Epiphany Rubric Paragen Prime Response Call Center Genesys Dialogic/Intel Melita Davox ACD vendors IBM Lucent (Mosaix) Geotel/Cisco Graham Tech. Sales Vantive Onyx Siebel Trilogy Service Vantive Siebel Clarify Astea RTS Metrix Intelligence SAS Cognos Brio/SCRIBE Actuate Business Objects ERP Baan/Aurum SAP PeopleSoft

Configuration Trilogoy Calico Aurum/Baan e-Mail eGain Kana Brightware

e-Commerce Broadvision OpenMarket IBM Netscape Intershoppe Microsoft

Oracle E-Business Footprint


A Modular, Architected Solution
Applications Analytical Applications

Business Intelligence E-Business Suite


Application Object Library Workflow Forms & Reports Flexfields

Business Applications

E-Business Platform

Common Infrastructure Common Services Internet Application server Database

System Administration

iAS (Application Server) 8i Database

Oracle E-Business Suite


Business Intelligence Marketing Sales Contracts Service eCommerce Order Fulfillment Supply Chain Manufacturing Financials Human Resources Collaboration (iMeeting)
Common Application Architecture & Modules Resources, Territories, Tasks, Notes, Calendar, Fulfillment Manager

8i, iAS, Common infrastructure and services

CRM Product Road Map


Analytical Applications Marketing Intelligence Business Applications Marketing Online MES CRM Foundation MultiChannel Touch Points
Notes UWQ

Customer Intelligence

Sales Intelligence Sales Online Contracts TeleSales Quoting

Service Intelligence TeleService Knowledge Mgmt Contracts for Service 1-to-1 toEscalations

E-Commerce Intelligence

iStore
iPayment

iSupport
eMerchandising OMO

Quoting Quoting

Tasks Resources

Territories Calendar Assignments

Attachments

Interactions

Interaction Center Telephony Call Center Connectors eMail Center Wireless

Mobile (Laptop, PDA)

Internet Web

E-Business Foundation

Common Application Architecture & Schema Inventory, BOMs, Pricing, Configurator, Installed Base, TCA (Common Customer Model), User Login, Security, etc

E-Business Platform

eBusiness Platform 9i Application Server (J2EE), Database, Web Cache, Data Warehouse, Data Mining, OLAP

Integration

9iAS InterConnect, Web Services Open APIs, Adapters, Standards-based message broker, Extensibility / SDKs, StandardsXML Business Objects, Transformers

Oracle CRM Business Applications


BIS Business Intelligence Quality Online Depot Repair Spares Management Advanced Scheduler Mobile Field Service

Service

iSupport

Teleservice

Contracts

Contracts Core

Service Contracts

Contracts for Rights

Contracts for Sales

Sales

Sales Online

iStore

Telesales

Incentive Comp

Mobile Field Sales

Marketing

Marketing Online

Trade Management

Marketing Encyclopedia System iMeeting

Partners Online

Collaboration

CRM Product Road Map


Analytical Applications Marketing Intelligence Business Applications Marketing Online MES CRM Foundation MultiChannel Touch Points
Notes UWQ

Customer Intelligence

Sales Intelligence Sales Online Contracts TeleSales Quoting

Service Intelligence TeleService Knowledge Mgmt Contracts for Service 1-to-1 toEscalations

E-Commerce Intelligence

iStore
iPayment

iSupport
eMerchandising OMO

Quoting Quoting

Tasks Resources

Territories Calendar Assignments

Attachments

Interactions

Interaction Center Telephony Call Center Connectors eMail Center Wireless

Mobile (Laptop, PDA)

Internet Web

E-Business Foundation

Common Application Architecture & Schema Inventory, BOMs, Pricing, Configurator, Installed Base, TCA (Common Customer Model), User Login, Security, etc

E-Business Platform

eBusiness Platform 9i Application Server (J2EE), Database, Web Cache, Data Warehouse, Data Mining, OLAP

Integration

9iAS InterConnect, Web Services Open APIs, Adapters, Standards-based message broker, Extensibility / SDKs, StandardsXML Business Objects, Transformers

Oracle CRM E-Business Suite


Analytical Applications Customer Intelligence Marketing Intelligence
Interaction Center Intelligence
Contracts for Service

Sales Intelligence
Quoting Quoting

Service Intelligence

Business Applications

Marketing Online
Contracts for Sales

iStore

Sales Online Mobile Field Sales

eMerchandising MES

Contracts for Rights

iPayment

Field Depot iSupport Service Repair TeleSales KM Advanced Partners Scheduler Online Mobile Tele Incentive Spares Field Service Comp Mgt Service

Quality Online

Universal Work Queue CRM Foundation Tasks MES/Knowledge Base

Resources Notes Interaction History

Territories Calendar Attachments

Assignment Engine 1-on-1 Fulfillment onEsclation Management

Interaction Center Interaction Channels E-Business Foundation E-Business Platform Telephony, Scripting, Predictive Dialer, Call Center Connectors eMail Center Web Wireless Mobile (Laptop, PDA)

Common Application Architecture & Schema (TCA, Products, Pricing, Configurator, User Login, Security, etc)

eBusiness Platform

Multiple Channels

Telephone

E-mail

Web

Mobile Devices

CRM Foundation Is . . .
 Application components that can be used by all CRM modules (such as Tasks, Resources, Notes)  Common infrastructure upon which CRM modules are built  Shared modules that can integrate with ERP through CRM

CRM Foundation Modules


Resources Escalation Mgr Attachments Territories Universal Work Queue Notes Calendar Tasks 1-to-1 Fulfillment toAssignment Engine Interaction History Knowledge Base

Example : Service11i
Solutions Mgt Territory Mgt Advanced Inbound (Inc IVR) Interaction History

Assignment Installed Advanced Mgt Base OutBound Events & Calendar Counters Resource Spares Scripting Mgt Mgt Notes Scheduler Task Mgt eMail Center

For Example
Resources Escalation Mgr Attachments Territories Universal Work Queue Notes Calendar Tasks Assignment Engine Interaction History Knowledge Base

1-to-1 Fulfillment

Telesales

Teleservice

Task Queue Types/ Count

UWQ GUI
Work Selection Media Tasks/ Assignments

Select Tasks

CRM Application Task/Assignment Management Modules (GUI)

Task Item

Task/ Assignment Engines Tasks, SR, etc

Media Queue Types/ Count

CRM Business Work Queue Status Select Application Tasks/ Media Screen Pop Assignments Select (Contact Center or Media
Next Response Center) Media Data for Screen-Pop Interaction Type, Activities, Start/End
CCI Gateway Application-specific business data for call center intelligence Interaction History API Media Activities Timing Outcomes

Media Queues
Inbound Telephony Outbound Telephony Email

Media Item Data Media Item Request

UWQ APIs
Media Interface Inbound Telephony Outbound Telephony Email Interaction Blending Automatic delivery of media work items per IB direction

Media Queue Activity

Interaction Blending
Defines media work items per business rules (service levels)

Interaction & business data per interaction

Interaction data per interaction

Media Item to Work Next

Call Center Intelligence

Interaction History

Customer Email Email Customer

Internet

Telephony Integration to Business Application (CTI)

Oracle 11i Interaction Center


Caller ID (ANI) or Call Category (DNIS)

eMS & eMC CTI Enabler MCM


CTI Msgs ANI/ DNIS/ IVR Caller Info Caller IVR Data

ACD

IVR
Qualify Caller/ Category Further

Customer Email Info and Email Category

IVR Integrator

Outbound

Task Screen Pop Customer Call Business PSTN Customer Module Email Screen Pop Screen Pop Application & Email GUI Application & SoftPhone

Agent Desktop

Email

Telephony

Interaction Blending
Dynamically Selects Next Agent Media Interaction

Requester Queuing & Distribution


Route Call on Business Rules (Data, Skills)

Intelligent Campaignbased Automated Outbound Call

eMC GUI SoftPhone


Bus. Application & Scripting
Update Interaction History & Business Data

UWQ
Agent Task Work Item Selection

Queue and Distribute to Agent When Selects Next Work Item

Task Mgmt

Business Intelligence

Routing

Oracle Data & Interaction Workflow Applications History

Oracle Campaign to Cash Process Flow


Budget Campaign Lead Opportunity

Payment

Invoice

Order

Quote

Compensation

Enabling Campaign to Order to Cash to Service

Campaign
Marketing Online

Order

Fulfillment
Order Mgmt Shipping Inventory

Cash
iPayment Financials

Service
iSupport Teleservice Interaction Center Contracts

iStore iPayment Quoting eMerchandising Configurator Adv Pricing

   

Click to Order Campaign to Order Order to Fulfillment to Cash Walk-in to Resolution (eService)

Complete E-Commerce Offering EMarketing Online eMerchandizing Create/Execute Campaigns Create Segmentation Strategies Create Promotions/ Offers Create Rules/Web Merchandizing Strategies Execute targeted e-mail/direct mail campaigns Sales Online/ Quoting Salesrep Creates Shared Quote (B2B,B2C) iStore Display personalized Content, Offers and Product Recommendations Customer Adds to Shared Shopping Cart (B2B, B2C) TeleSales/ Quoting TeleSales Agent Creates Shared Quote (B2B, B2C)

iStore

Enterprise Data
Catalogs Inventory Configurations Pricing Contracts Customers (TCA)

(Catalogs)

Order Mgmt Create Order

Business Intelligence BI Tools Personalization

Installe d Base

iSupport/ Knowledge Mgmt Provide Post-Sales PostSupport/ Process Returns (Self(Self-Service)

Analyze Customer Analyze Data Browsing Behavior (Data Mining) (Clickstream Analysis)

Financials/ OM
Fulfill Order and Process payment

Campaign to Order
eMerchandising (OMO)
Create Campaigns, Promotions, Offers

iStore

Customer Submits Order

iStore
Customer Selects and Enters Specialty Web Store

Advanced Pricing
Customer Gets Discounts Automatically

OMO
Customer sees personalized content and offers

iStore
Customer adds more to Shopping Cart

OMO
Customer Adds Item(s) to Shopping Cart

OMO
Customer Sees Cross-sell/up-sell item(s)

 Design effective segmentation strategies, promotion rules and campaign targets OLAP and Data Mining  Target campaigns and promotions  Deliver personalized content,offers and pricing  Offer personalised product recommendations Cross-sells/Up-sells  Targeted Specialty Stores

Click to Order
Adv Pricing iStore
Customer Selects and Enters Web Store

Contracts
Customer Views Terms and Conditions

Customer Gets Discounts

Inventory
Customer registers/ Logs On

Contracts
Customer Negotiates and Accepts Terms Customer saves/shares cart

Customer Checks Product Availability

Customer initaites checkout

TCA
B2B Customer reviews Company Account Activity and Details
Customer Adds Item(s) to Shopping Cart

Customer submits order

Quoting
B2B Customer Reviews Quote

Configurator iPayment
Configure Products Validate/process Payment Information

Strong B2B Support Global Support Rich product catalog Shared Carts/Quotes Advanced pricing Powerful configurator Real-time ATP Checks Contracts and Pricing Agreements  Multiple Payment methods  Real-time payment authorization        

Quoting
 Convert Opportunities to Quotes  Create and share Quotes across multiple Sales Channels - TeleSales, Sales Online, Web store  Configure complex products  Perform real time global availability check  Provide varied pricing capabilities  Publish Quote to Web store  Validate and Submit Quote to Order

Order to Fulfillment to Cash

iStore
Customer Submits Order

OM
Track Order Status

 Streamlined order management and fulfillment  Real-time reservations Inventory

OM
Book Order

AR
Process Payment

Shipping
Pick, Pack and Ship Order

AR
Generate Invoice

 Process payments and realize revenue rapidly  Manage Installed Base  Complete Order Tracking  Expose accurate and timely demand to supply chain

Inventory
Update Inventory

Installed Base
Update Installed Base

Walk-in to Resolution
iSupport
Customer Logs On /Registers

iSupport
View Orders, payments, Shipping status, etc.

Installed Base
View Installed Base

 Integrated Customer Service Portal


 Transactional Inquiries - order status, payments, etc.  Returns (create RMAs)  Problem Avoidance Architecture powerful knowledge management system  Service Request Management  Online Forums  Seamless Integration with TeleService

KM
Customer Resolves Issue Search For Solution

iSupport
Request for Web Callback

iSupport
Create Service Request/ RMAs

TeleService
Route Request to Agent

The 360 Degree Customer View


Up-selling and cross-selling Service management Customer care and support Customer Management
Contracts Service Mgmt Demand Creation Lead Generation

Targeting and profiling Prospecting Lead generation Response management

Product Maintenance Product Fulfillment

Customer

Lead Mgnt

Lead qualification and scoring Lead assignment and distribution Opportunity management

Order Mgnt Quoting

Opportunity Mgnt

Order management Pricing and discounting

Pipeline and forecast management Quoting

Oracle Service Suite


Customer Intelligence

iSupport

Contracts

TeleService

Service Online

CRM Foundation Modules

Oracle Service Suite TeleService


Customer Intelligence

Customer Support

Customer Care CRM Foundation Modules

Oracle Service Suite Service Online

Field Service

Depot Repair

Field Service Palm

Mobile Field Laptop

CRM Foundation Modules

Oracle Service Suite Contracts

Contracts Core

Contracts for Service

Contracts Integration

Oracle Marketing Suite

Marketing Intelligence

iMarketing

Marketing Online

Marketing Encyclopedia

Service 11i : e-Service delivered Business Analysis


Customer ERP Support Phone Call

Order Customer Products & Tools Capture Int. Back-Office Back-Office Accounts Interaction Solutions PRODUCTS Receivable Center Mgt. A/R Service Reports Customer-Facing Additional Customer-Order Mgt. Contracts Modules Resource Products Installed Manager iSupport Base Functional H/R WORKFLOW Products Field WIP & OTHER MODULES Discoverer Service & BOM Mobile Spares Quality Field Mgt. Service Depot Repair Scheduler Inventory Projects Workflow

E-Mail

Web

Laptop

Palm

MultiMulti-channel - same data

Mobile Devices
Online Applications: Sales Online Field Services

Applications Server

Data Server

PalmOS compliant devices

Asynchronous Filtered replication Mobile Device Gateway

Windows 95, 98/NT compliant devices Phones & Pagers

Synchronization

Multiple Vendors Campaign to Cash Process Flow


Budget Campaign Lead Opportunity

Payment

Invoice

Order

Quote

Compensation

Oracle Marketing Online Integration


Marketing Family Inventory Order Management Prices Offers /Discounts Items Collateral Products Marketing Intelligence Sales Family eMerchandising Marketing Campaigns Prospects Events Field/Mobile Sales TeleSales Calendar News Collateral Marketing Encyclopedia System

Prospects Customers Accounts Receivables

Leads Responses Results Promotion Language

iStore

iSurvey

Examples of Architected eBusiness Integration


 Campaign Budget, Marketing spending
 Marketing Online to General Ledger

 Offers and Pricing


 Marketing Online to Inventory  Marketing Online to Pricing

 Lead to opportunity
 Marketing Online to Sales Online/Telesales/iStore

 Opportunity and Quote Sharing


 SalesOnline/Telesales/iStore

 Configure Items
 SalesOnline/Telesales/iStore to Configurator

 Product Availability
 SalesOnline/Telesales/iStore to Inventory

 Marketing ROI
 Marketing Online to Order Management to Receivables

Examples of Architected eBusiness Integration


 Support Entitlement
 Teleservice to Installed Base to Service Contracts

 Support billing and renewals


 Teleservice to Service contracts to receivables

 Self service support to field dispatch


 multichannel : isupport/Teleservice/Mobile Field Service

 Service Request to return


 isupport to order management

 Repair to Installed base


 isupport/Teleservice/Mobile Field Service to installed base

 360 degree view of customer


 all customer interactions/transactions, assisted and unassisted in single repository

Competition at a Glance
Campaign Opportunity Quote Configure Order Fulfillment Service

Oracle IBM Siebel Microsoft


PeopleSoft

PeopleSoft SAP Selectica Clarify

Q U E S T I O N S A N S W E R S