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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?

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Slide2 l.jpg

Oracle CRM Road Map

Amit Ghosh

Product Manager

CRM Product Speaclist


Why no point solutions l.jpg
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 l.jpg
The Integration Nightmare

  • Marketing

  • Valex

  • Epiphany

  • Rubric

  • Paragen

  • Prime Response

  • Sales

  • Vantive

  • Onyx

  • Siebel

  • Trilogy

  • Service

  • Vantive

  • Siebel

  • Clarify

  • Astea

  • RTS

  • Metrix

  • Intelligence

  • SAS

  • Cognos

  • Brio/SCRIBE

  • Actuate

  • Business Objects

  • Call Center

  • Genesys

  • Dialogic/Intel

  • Melita

  • Davox

  • ACD vendors

  • IBM

  • Lucent (Mosaix)

  • Geotel/Cisco

  • Graham Tech.

  • Configuration

  • Trilogoy

  • Calico

  • Aurum/Baan

  • ERP

  • Baan/Aurum

  • SAP

  • PeopleSoft

  • e-Commerce

  • Broadvision

  • OpenMarket

  • IBM

  • Netscape

  • Intershoppe

  • Microsoft

  • e-Mail

  • eGain

  • Kana

  • Brightware


Oracle e business footprint a modular architected solution l.jpg

Analytical

Applications

Applications

Business

Applications

Application Object

Library

Forms & Reports

Common

Infrastructure

Workflow

System Administration

Flexfields

Common

Services

E-Business Platform

Internet

Application

server

Database

Oracle E-Business Footprint A Modular, Architected Solution

Business Intelligence

E-Business Suite

iAS (Application Server)

8iDatabase


Oracle e business suite l.jpg

Order Fulfillment

Supply Chain

Manufacturing

Financials

Human Resources

Marketing

Sales

Contracts

Service

eCommerce

Oracle E-Business Suite

Business Intelligence

Collaboration (iMeeting)

Common Application Architecture & Modules

Resources, Territories, Tasks, Notes, Calendar, Fulfillment Manager

8i, iAS, Common infrastructure and services


Crm product road map l.jpg
CRM Product Road Map

Customer Intelligence

Analytical

Applications

Business

Applications

CRM

Foundation

MultiChannel

Touch Points

E-Business

Foundation

E-Commerce Intelligence

Service Intelligence

Marketing Intelligence

Sales Intelligence

Sales

Online

Marketing Online

TeleSales

TeleService

Knowledge Mgmt

iSupport

iStore

Quoting

MES

Contracts

Quoting

Contracts for Service

iPayment

eMerchandising

OMO

Tasks

Resources

UWQ

Notes

Territories

Calendar

Assignments

1-to-1

Escalations

Attachments

Interactions

Wireless

Interaction Center

Mobile

(Laptop, PDA)

Internet

Web

eMail Center

Telephony

Call Center Connectors

Common Application Architecture & Schema

Inventory, BOMs, Pricing, Configurator, Installed Base,

TCA (Common Customer Model), User Login, Security, etc

eBusiness Platform

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

E-Business

Platform

9iAS InterConnect, Web Services

Open APIs, Adapters, Standards-based message broker, Extensibility / SDKs,

XML Business Objects, Transformers

Integration


Oracle crm business applications l.jpg

Advanced

Scheduler

Mobile

Field Service

iSupport

Teleservice

Quality

Online

DepotRepair

Mobile Field Sales

Sales Online

iStore

Telesales

Incentive Comp

Marketing Online

Marketing Encyclopedia

System

Partners Online

ContractsCore

ServiceContracts

Contracts for Rights

Contracts for Sales

Oracle CRM Business Applications

BIS

Service

Contracts

Sales

Marketing

Collaboration

Business Intelligence

Spares

Management

Trade Management

iMeeting


Crm product road map9 l.jpg
CRM Product Road Map

Customer Intelligence

Analytical

Applications

Business

Applications

CRM

Foundation

MultiChannel

Touch Points

E-Business

Foundation

E-Commerce Intelligence

Service Intelligence

Marketing Intelligence

Sales Intelligence

Sales

Online

Marketing Online

TeleSales

TeleService

Knowledge Mgmt

iSupport

iStore

Quoting

MES

Contracts

Quoting

Contracts for Service

iPayment

eMerchandising

OMO

Tasks

Resources

UWQ

Notes

Territories

Calendar

Assignments

1-to-1

Escalations

Attachments

Interactions

Wireless

Interaction Center

Mobile

(Laptop, PDA)

Internet

Web

eMail Center

Telephony

Call Center Connectors

Common Application Architecture & Schema

Inventory, BOMs, Pricing, Configurator, Installed Base,

TCA (Common Customer Model), User Login, Security, etc

eBusiness Platform

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

E-Business

Platform

9iAS InterConnect, Web Services

Open APIs, Adapters, Standards-based message broker, Extensibility / SDKs,

XML Business Objects, Transformers

Integration


Slide10 l.jpg

Oracle CRM E-Business Suite

Customer Intelligence

Analytical

Applications

Business

Applications

CRM

Foundation

Interaction

Channels

E-Business

Foundation

Interaction Center

Intelligence

Marketing Intelligence

Sales Intelligence

Service Intelligence

Partners

Online

Contracts

for Sales

Contracts for Service

Marketing Online

iStore

Sales

Online

TeleSales

iSupport

KM

Field

Service

Depot

Repair

Quoting

Advanced Scheduler

Quality

Online

Tele

Service

Contracts for Rights

eMerchandising

MES

iPayment

Mobile

Field

Sales

Incentive

Comp

Mobile

Field

Service

Spares

Mgt

Universal Work Queue

Resources

Territories

Assignment Engine

Tasks

Notes

Calendar

1-on-1 Fulfillment

Attachments

Esclation Management

MES/Knowledge Base

Interaction History

Wireless

Interaction Center

Web

Mobile

(Laptop, PDA)

eMail Center

Telephony, Scripting,

Predictive Dialer,

Call Center Connectors

Common Application Architecture & Schema

(TCA, Products, Pricing, Configurator, User Login, Security, etc)

E-Business

Platform

eBusiness Platform


Multiple channels l.jpg
Multiple Channels

E-mail

Telephone

Web

Mobile Devices


Crm foundation is l.jpg
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 l.jpg

Resources

Territories

Calendar

AssignmentEngine

EscalationMgr

UniversalWorkQueue

Tasks

InteractionHistory

1-to-1 Fulfillment

Knowledge Base

Notes

Attachments

CRM Foundation Modules


Example service11 i l.jpg

Solutions

Mgt

Advanced

Inbound

(Inc IVR)

Territory

Mgt

Interaction

History

Assignment

Mgt

Installed

Base

Advanced

OutBound

Events

&

Counters

Calendar

Resource

Mgt

Scripting

Spares

Mgt

Notes

Task

Mgt

eMail

Center

Example : Service11i

Scheduler


For example l.jpg
For Example…

Resources

Territories

Calendar

AssignmentEngine

EscalationMgr

Universal Work Queue

Tasks

InteractionHistory

1-to-1 Fulfillment

KnowledgeBase

Notes

Attachments

Teleservice

Telesales


Slide16 l.jpg

Task

Queue

Types/

Count

Task

Item

Select Tasks

CRM Application

Task/Assignment

Management

Modules (GUI)

Task/

Assignment

Engines

Tasks, SR, etc

CRM Business

Application

“Screen Pop”

(Contact Center or

Response Center)

Select Media

Media

Queue

Types/

Count

Select Next

Interaction

Type, Activities, Start/End

Media Data for Screen-Pop

UWQ APIs

Media

Item

Data

Media Queues

Inbound Telephony

Outbound Telephony

Email

Interaction

History API

Media

Activities

Timing

Outcomes

Media Interface

Inbound Telephony

Outbound Telephony

Email

Interaction Blending

Automatic delivery

of media work

items per IB

direction

CCI Gateway

Application-specific

business data for

call center intelligence

Media

Item

Request

Media Queue Activity

Interaction & business data per interaction

Interaction data per interaction

Interaction Blending

Defines media work items per business rules (service levels)

Media

Item to

Work

Next

Call Center

Intelligence

Interaction

History

  • UWQ GUI

  • Work Selection

  • Media

  • Tasks/

  • Assignments

  • Work Queue Status

  • Tasks/

  • Assignments

  • Media


Slide17 l.jpg

Oracle 11i Interaction Center

Email Customer

Internet

PSTN

eMS & eMC

CTI Enabler

Customer

ACD

IVR

MCM

Agent Desktop

Outbound

IVR Integrator

eMC GUI

Interaction

Blending

Email

Telephony

SoftPhone

Requester

Bus. Application

& Scripting

Queuing &

Distribution

UWQ

Business

Intelligence

Task Mgmt

Oracle Data & Applications

Routing

Interaction

History

Workflow

Customer Email

Telephony Integration to Business Application (CTI)

Caller ID (ANI) or Call Category (DNIS)

Task

Screen Pop

Business Module

Customer Call

Email Screen Pop

Application & Email GUI

CTI

Msgs

ANI/ DNIS/ IVR

Caller Info

Caller IVR Data

Screen Pop

Application & SoftPhone

Qualify Caller/

Category Further

Customer

Email Info and Email Category

Intelligent

Campaign-based Automated Outbound

Call

Dynamically

Selects Next Agent Media Interaction

Queue and Distribute to Agent When Selects Next Work Item

Update Interaction History & Business Data

Agent Task

Work Item

Selection

Route Call on Business Rules (Data, Skills)


Oracle campaign to cash process flow l.jpg
Oracle Campaign to Cash Process Flow

Lead

Opportunity

Budget

Campaign

Order

Quote

Payment

Invoice

Compensation


Enabling campaign to order to cash to service l.jpg
Enabling Campaign to Order to Cash to Service

Campaign

Order

Fulfillment

Cash

Service

iStore

iPaymentQuoting

Configurator

Adv Pricing

  • Click to Order

  • Campaign to Order

  • Order to Fulfillment to Cash

  • Walk-in to Resolution (eService)

Order Mgmt

Shipping

Inventory

iPayment

Financials

iSupport

Teleservice

Interaction

Center

Contracts

Marketing

Online

eMerchandising


Slide20 l.jpg

Execute targeted

e-mail/direct mail

campaigns

Sales Online/

Quoting

Salesrep Creates

Shared Quote

(B2B,B2C)

Marketing Online

eMerchandizing

Enterprise Data

Create/Execute

Campaigns

iStore

Catalogs

Display

personalized

Content, Offers and

Product

Recommendations

(Catalogs)

iStore

Inventory

Customer

Adds to Shared

Shopping

Cart

(B2B, B2C)

Create Segmentation

Strategies

Configurations

Pricing

Contracts

Create Promotions/

Offers

Customers (TCA)

TeleSales/

Quoting

Create Rules/Web

Merchandizing

Strategies

TeleSales Agent

Creates Shared

Quote

(B2B, B2C)

Order Mgmt

Create Order

InstalledBase

Business Intelligence

iSupport/

Knowledge Mgmt

BI Tools

Personalization

Provide Post-Sales

Support/ Process Returns

(Self-Service)

Financials/ OM

Analyze Customer

Data

(Data Mining)

Analyze

Browsing Behavior

(Clickstream Analysis)

Fulfill Order and Process payment

Complete E-Commerce Offering


Campaign to order l.jpg
Campaign to Order

eMerchandising (OMO)

iStore

  • 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

Create Campaigns,

Promotions, Offers

Customer Submits Order

iStore

Advanced Pricing

Customer Selects and Enters Specialty

Web Store

Customer Gets Discounts Automatically

OMO

iStore

Customer sees personalized content and offers

Customer adds more to Shopping Cart

OMO

OMO

Customer Adds Item(s) to Shopping Cart

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


Click to order l.jpg
Click to Order

Adv Pricing

Contracts

  • 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

iStore

Customer Gets Discounts

Customer Views

Terms and Conditions

Customer Selects and Enters Web Store

Inventory

Contracts

Customer Checks Product Availability

Customer registers/ Logs On

Customer Negotiates and Accepts Terms

Customer initaites

checkout

Customer saves/shares

cart

TCA

B2B Customer reviews

Company Account

Activity and Details

Customer Adds Item(s) to Shopping Cart

Customer submits

order

Configurator

Quoting

iPayment

Configure Products

B2B Customer

Reviews Quote

Validate/process Payment Information


Quoting l.jpg
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 l.jpg
Order to Fulfillment to Cash

  • Streamlined order management and fulfillment

  • Real-time Inventory reservations

  • Process payments and realize revenue rapidly

  • Manage Installed Base

  • Complete Order Tracking

  • Expose accurate and timely demand to supply chain

iStore

OM

Customer Submits

Order

Track Order Status

OM

AR

Book Order

Process Payment

AR

Shipping

Pick, Pack and Ship Order

Generate Invoice

Installed Base

Inventory

Update Inventory

Update Installed Base


Walk in to resolution l.jpg
Walk-in to Resolution

iSupport

iSupport

Customer Logs On /Registers

View Orders, payments, Shipping status, etc.

  • 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

Installed Base

View Installed Base

KM

Customer Resolves Issue

Search For Solution

iSupport

iSupport

Create Service Request/ RMAs

Request for Web Callback

TeleService

Route Request to Agent


The 360 degree customer view l.jpg

Customer

The 360 Degree Customer View

Up-selling and cross-selling

Targeting and profiling

Service management

Prospecting

Demand

Creation

Customer care and support

Lead generation

Service

Mgmt

Lead

Generation

Customer Management

Response management

Contracts

Product Maintenance

Lead qualification and scoring

Lead

Mgnt

Product Fulfillment

Lead assignment and distribution

Order

Mgnt

Opportunity

Mgnt

Order management

Opportunity management

Quoting

Pipeline and forecast management

Pricing and discounting

Quoting


Oracle service suite l.jpg
Oracle Service Suite

Customer Intelligence

iSupport

TeleService

Service

Online

Contracts

CRM Foundation Modules


Oracle service suite teleservice l.jpg
Oracle Service SuiteTeleService

Customer Intelligence

Customer

Support

Customer

Care

CRM Foundation Modules


Oracle service suite service online l.jpg
Oracle Service SuiteService Online

Depot Repair

Field

Service

Palm

Mobile

Field

Laptop

Field

Service

CRM Foundation Modules


Oracle service suite contracts l.jpg
Oracle Service SuiteContracts

Contracts for

Service

Contracts

Integration

Contracts

Core


Oracle marketing suite l.jpg
Oracle Marketing Suite

Marketing Intelligence

iMarketing

MarketingOnline

Marketing

Encyclopedia


Service 11 i e service delivered l.jpg

Order

Capture

Customer

Support

Customer

Int.

Phone Call

Accounts

Receivable

A/R

Interaction

Center

Solutions

Mgt.

Order Mgt.

Service

Contracts

Reports

E-Mail

Resource

Manager

H/R

iSupport

Installed

Base

WIP

& BOM

Field

Service

Discoverer

Web

Quality

Mobile

Field

Service

Spares

Mgt.

Inventory

Depot

Repair

Workflow

Laptop

Projects

Scheduler

Palm

Service 11i : e-Service delivered

Business Analysis

Products & Tools

ERP

“Back-Office”

PRODUCTS

Additional

Modules

Customer-Facing

Products

Functional

Products

WORKFLOW

& OTHER MODULES

Multi-channel

- same data


Mobile devices l.jpg

PalmOS

compliant devices

Windows 95, 98/NT

compliant devices

Mobile

Device

Gateway

Phones &

Pagers

Mobile Devices

  • Online

  • Applications:

  • Sales Online

  • Field Services

Applications

Server

Data

Server

Asynchronous

Filtered

replication

Synchronization


Multiple vendors campaign to cash process flow l.jpg

Lead

Opportunity

Campaign

Order

Quote

Payment

Invoice

Compensation

Multiple Vendors Campaign to Cash Process Flow

Budget


Slide35 l.jpg

Oracle Marketing Online Integration

Marketing

Family

Inventory

Items

Collateral

Products

MarketingIntelligence

Sales

Family

OrderManagement

eMerchandising

Field/MobileSales

Campaigns

Prospects

Events

Prices

Offers/Discounts

Marketing

TeleSales

Calendar NewsCollateral

iStore

Prospects

Customers

Leads

Responses

Results

MarketingEncyclopediaSystem

AccountsReceivables

iSurvey

Promotion

Language


Examples of architected ebusiness integration l.jpg
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 integration37 l.jpg
    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


  • Slide38 l.jpg

    Competition at a Glance

    Competition at a Glance

    Campaign

    Campaign

    Opportunity

    Opportunity

    Quote

    Quote

    Configure

    Configure

    Order

    Order

    Fulfillment

    Fulfillment

    Service

    Service

    Oracle

    Oracle

    IBM

    IBM

    Siebel

    Siebel

    Microsoft

    Microsoft

    PeopleSoft

    PeopleSoft

    PeopleSoft

    SAP

    Selectica

    Selectica

    Clarify


    Slide39 l.jpg

    &

    Q U E S T I O N S

    A N S W E R S


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