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8/8/2019 2006 11 03 SNUG CRM Overview Roadmap
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Oracle CRM Overview
Shannon HolgatePrincipal Sales Consultant, CRM
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© 2006 Oracle Corporation – Proprietary and Confidential
<Insert Picture Here>
Program Agenda
• Oracle/PeopleSoft Update: Applications
Unlimited• CRM 9.0 Highlights
• The Roadmap
• How We Can Work Together
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© 2006 Oracle Corporation – Proprietary and Confidential
Some Recent Applications Acquisitions
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© 2006 Oracle Corporation – Proprietary and Confidential
PROTECT Your Existing Investment
EXTEND the Value of Your Applications
EVOLVE You to the Next-Generation
Oracle Applications StrategySimply Put …
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Protect.
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
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© 2006 Oracle Corporation – Proprietary and Confidential
Your Investment
PeopleSoftEnterprisePeopleSoftEnterprise
JD EdwardsEnterpriseOne
JD Edwards
EnterpriseOne
OracleE-Business SuiteOracleE-Business Suite
JD EdwardsWorldJD EdwardsWorld
$
$
$
$
SiebelEnterprise CRMSiebelEnterprise CRM$
You Have ASignificant
InvestmentIn Your ITSystems
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© 2006 Oracle Corporation – Proprietary and Confidential
Your Investment
PeopleSoftEnterprisePeopleSoftEnterprise
JD EdwardsEnterpriseOne
JD Edwards
EnterpriseOne
OracleE-Business SuiteOracleE-Business Suite
JD EdwardsWorldJD EdwardsWorld
$
$
$
$
SiebelEnterprise CRMSiebelEnterprise CRM$
Which Will
Be PreservedInto The Future
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© 2006 Oracle Corporation – Proprietary and Confidential
0 1 2 3 4 5 6 7 8 9 10
SustainingSupport
ExtendedSupport
PremierSupport
Years of Support
Unlimited
Oracle Lifetime SupportYour IT Investment Can Be Supported Indefinitely
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Extend.
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
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© 2006 Oracle Corporation – Proprietary and Confidential
Version 8.9 Version 8.9
Version 8.11Version 8.11
Current Version
Version 11i.10 Version 11i.10
PeopleSoftEnterprisePeopleSoftEnterprise
JD EdwardsEnterpriseOneJD EdwardsEnterpriseOne
OracleE-Business SuiteOracleE-Business Suite
Version A7.3 & A8.1
Version A7.3 & A8.1
JD EdwardsWorldJD EdwardsWorld
Version 7.8 Version 7.8 SiebelEnterprise CRMSiebelEnterprise CRM
In the Past 24 Months, New Versions of AllApplications Product Lines Have Been Released
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© 2006 Oracle Corporation – Proprietary and Confidential
New Versions are Strong
“We recently went live on PeopleSoft EnterprisePerformance Management 8.9 and every level of theorganization has given it a big thumbs up.”
- Lori Austin, CFO Kansas City Board of Public Utilities
“Our implementation of JDE EnterpriseOne 8.11was on time and on budget. With the improvedfunctionality and usability, we expect to improve
efficiencies and gain competitive advantage.”- Phil Walton, Group Director of IT, Spirent Communications
“With the 11i.10 release, we can fully integrate our training programs into the Oracle HRMS platform and
leverage a rich new set of business intelligence andanalysis capabilities.”- Jim Richardson, Dir. Bus Process Engineering, Millipore
Enterprise8.9
EnterpriseOne
8.11
E-BusinessSuite
11i.10
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© 2006 Oracle Corporation – Proprietary and Confidential
Version 9 Version 9
Version 8.12 Version 8.12
Version 12 Version 12
Next Version
…Plus, New Versions of All Product LinesAre on the Horizon
Version 8.9 Version 8.9
Version 8.11Version 8.11
Current Version
Version 11i.10 Version 11i.10
PeopleSoftEnterprisePeopleSoftEnterprise
JD EdwardsEnterpriseOneJD EdwardsEnterpriseOne
OracleE-Business SuiteOracleE-Business Suite
Version A9 Version A9 Version A7.3 & A8.1
Version A7.3 & A8.1
JD EdwardsWorldJD EdwardsWorld
Version 8 Version 8 Version 7.8 Version 7.8 SiebelEnterprise CRMSiebelEnterprise CRM
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© 2006 Oracle Corporation – Proprietary and Confidential
Version 9 Version 9
Version 8.12 Version 8.12
Version 12 Version 12
Next Version
Now Let’s Extend Indefinitely…
Version 8.9 Version 8.9
Version 8.11Version 8.11
Current Version
Version 11i.10 Version 11i.10
PeopleSoftEnterprisePeopleSoftEnterprise
JD EdwardsEnterpriseOneJD EdwardsEnterpriseOne
OracleE-Business SuiteOracleE-Business Suite
Version A9 Version A9 Version A7.3 & A8.1
Version A7.3 & A8.1
JD EdwardsWorldJD EdwardsWorld
Version 8 Version 8 Version 7.8 Version 7.8 SiebelEnterprise CRMSiebelEnterprise CRM
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© 2006 Oracle Corporation – Proprietary and Confidential
Applications UnlimitedStay on the Applications Product Line of Your Choice
• Continued Product Releases• Customer Driven Product Roadmaps
• Dedicated Development Teams
• No Forced Upgrades
PeopleSoftEnterprisePeopleSoftEnterprise
JD Edwards
EnterpriseOne
JD Edwards
EnterpriseOne
OracleE-Business SuiteOracleE-Business Suite
JD EdwardsWorldJD EdwardsWorld
SiebelEnterprise CRMSiebelEnterprise CRM
Tailored for Your Industry,Processes, and Geography
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© 2006 Oracle Corporation – Proprietary and Confidential
In ProgressIn ProgressDeliveredDelivered In PlanningIn Planning
Applications Unlimited RoadmapDelivering On Oracle’s Commitment to Applications CHOICE
• PeopleSoft Enterprise 9.0
• Siebel 7.8
• CRM On DemandRelease 11
• JD EdwardsEnterpriseOne 8.11
• Oracle Retek• Oracle G-Log 5.5
• Oracle Portal 7.3
• Retek Integrations
• G-Log Integrations
• Siebel Integrations
• E-Business Suite 12
• PeopleSoft Enterprise 9.0
• JD EdwardsEnterpriseOne 8.12
• JD Edwards World A9.1
• Siebel 8.0
• CRM On DemandRelease 12
• Portal Integrations
• Telephony@WorkIntegrations
• E-Business Suite
• PeopleSoftEnterprise
• JD EdwardsEntepriseOne
• JD Edwards World
• CRM On DemandRelease
• Oracle Retek
• Oracle Demantra
• Oracle G-Log
• Oracle Portal
• OracleTelephony@Work
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Evolve.
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
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© 2006 Oracle Corporation – Proprietary and Confidential
Although the Applications Product Lines Will beProtected and Extended into the Future…
Version 9 Version 9 Version 8.9 Version 8.9 PeopleSoftEnterprisePeopleSoftEnterprise
Version 8.12 Version 8.12 Version 8.11Version 8.11JD EdwardsEnterpriseOneJD EdwardsEnterpriseOne
Version 12 Version 12 Version 11i.10 Version 11i.10 OracleE-Business SuiteOracleE-Business Suite
Version A9 Version A9 JD EdwardsWorldJD EdwardsWorld
Version A7.3 & A8.1
Version A7.3 & A8.1
Version 8 Version 8 Version 7.8 Version 7.8 Siebel
Enterprise CRM
Siebel
Enterprise CRM
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© 2006 Oracle Corporation – Proprietary and Confidential
… A New Generation of Business ApplicationsWill Be Created and Released In PARALLEL
&Next Generation ApplicationsNext Generation Applications
Version 9 Version 9 Version 8.9 Version 8.9 PeopleSoftEnterprisePeopleSoftEnterprise
Version 8.12 Version 8.12 Version 8.11Version 8.11JD EdwardsEnterpriseOneJD EdwardsEnterpriseOne
Version 12 Version 12 Version 11i.10 Version 11i.10 OracleE-Business SuiteOracleE-Business Suite
Version A9 Version A9 JD EdwardsWorldJD EdwardsWorld
Version A7.3 & A8.1
Version A7.3 & A8.1
Version 8 Version 8 Version 7.8 Version 7.8 Siebel
Enterprise CRM
Siebel
Enterprise CRM
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© 2006 Oracle Corporation – Proprietary and Confidential
Oracle’s NextGeneration of BusinessApplications is CalledFusion Applications
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© 2006 Oracle Corporation – Proprietary and Confidential
Fusion Applications Will Include the “Best of”Functionality From All Applications Product Lines
B e s t P r a c t i c e s
B e s t P r a c t i c e s
B e s t P r a c t i c e s
Oracle Fusion ApplicationsOracle Fusion Applications
B e s t P r a c t i c e s
PeopleSoftEnterprisePeopleSoftEnterprise
JD Edwards
EnterpriseOne
JD EdwardsEnterpriseOne
JD EdwardsWorldJD EdwardsWorld
Oracle
E-Business Suite
Oracle
E-Business Suite
SiebelEnterprise CRMSiebelEnterprise CRM
B e s t P r a c t i c e s
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© 2006 Oracle Corporation – Proprietary and Confidential
Oracle Will Provide Upgrade Scriptsto Move to Fusion Applications
Fusion
Applications
Fusion
Applications U p g r a d e s
11 i .1012
11 i .1012Oracle E-Business SuiteOracle E-Business Suite
PeopleSoft EnterprisePeopleSoft Enterprise
8.88.99.0
8.88.99.0
JD Edwards EnterpriseOneJD Edwards EnterpriseOne
XE8.118.12
XE8.118.12
JD Edwards WorldJD Edwards World
A7.3A8.1A9
A7.3A8.1A9
Siebel Enterprise CRMSiebel Enterprise CRM
7.88
7.88
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
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© 2006 Oracle Corporation – Proprietary and Confidential
Manage Multiple Product LinesThrough Efficient Resource Allocation
New TechnologyPlatform
New Features &Maintenance
Operations
Pre-Acquisition GM Model
E-BusinessSuite
EnterpriseOne
World
Enterprise
Siebel
Fusion
Operations
• Focus newtechnologyinvestmenton Fusion
• Keep existinglines focusedon enhancingproductfunctionalityfor existingmarkets
• Centralizeoperations
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© 2006 Oracle Corporation – Proprietary and Confidential
A Comment on Upgrades…
• Moving from supported Siebel, PeopleSoft, JD Edwards, and Oracleproduct lines to Fusion will be an UPGRADE
• Data conversion for Oracle EBS will involve an“in place” upgrade
• Data conversion for Siebel, PeopleSoft, and JD Edwards products willinvolve a process known as an “A to B” upgrade in which data is
mapped from a source to target system using ETL tools
Reimplementation of Systems is Not Required!
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© 2006 Oracle Corporation – Proprietary and Confidential
Continue with your currentapplications system which will be protected
and extended indefinitely into the future
-- Or --
Based on your requirements and timeline,you can upgrade to the next generationFusion Applications when available
……Whatever You Decide,Whatever You Decide,Oracle Will Take Care of You!Oracle Will Take Care of You!
Oracle Offers You CHOICEOracle Offers You CHOICE ……
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Protect. Extend. Evolve.
The Value of Your Software Investment.
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
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© 2006 Oracle Corporation – Proprietary and Confidential
<Insert Picture Here>
Oracle/PeopleSoft Update
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© 2006 Oracle Corporation – Proprietary and Confidential
Oracle’s Applications StrategyApplications Unlimited Delivers More…More Choice • Remain On Existing Applications
• Upgrade To New ReleasesMore Visibility • Customer-Driven Product Roadmaps
More Value • Dedicated Development Teams• Continued Product Releases
More Time • No Forced Upgrades
• Deploy Additional Modules
• Adopt Fusion Technology
• Oracle Lifetime Support
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© 2006 Oracle Corporation – Proprietary and Confidential
Serving PeopleSoft CustomersDedicated PeopleSoft Development Team
Team Charter• High quality production support so that our customers can run their
businesses with the highest degree of software service.
• Increase the value of that investment through the delivery of high-value, lowrisk software enhancements.
• Bring innovation to these customers through the delivery of Fusiontechnology on the PeopleSoft Enterprise product platform.
Business Unit Scope• Development, PeopleTools, QA, Doc/Curriculum Dev, and Product Strategy• Pillar coverage:
• Customer Relationship Management (CRM)• Supplier Relationship Management (SRM)• Supply Chain Management (SCM)• Enterprise Learning Management (ELM)• Enterprise Performance Management (EPM)
• Human Capital Management (HCM)• Financial Management Solutions (FMS)• Asset Lifecycle Management (ALM)• Enterprise Service Automation (ESA)
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© 2006 Oracle Corporation – Proprietary and Confidential
General ManagerDoris Wong
CRM Development Vice PresidentAndrea Ruiz
PeopleTools Development Vice PresidentBinu Mathew
HCM Development Vice PresidentCarolyn Cozart
Application Architecture and TechnologyTBD
SCM Development Vice PresidentStephanie Merenda
Information Development DirectorGreg Parikh
FMS/ALM/ESA Development Vice PresidentAlex Man
Application Environments Vice PresidentKim Green
EPM Development Vice PresidentAlex Man
Quality EngineeringTBD
Product Strategy Vice PresidentJohn Webb
Serving PeopleSoft CustomersDedicated PeopleSoft Development Team
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© 2006 Oracle Corporation – Proprietary and Confidential
How the PeopleSoft BU Fits at Oracle
CRM Related Teams at Oracle
Jesper Anderson
SVP Industry, EBS ERP &Fusion Strategy
Paco AubrejuanVP Industry Product Strategy
John WookeySVP, Applications Division
Ed Abbo
SVP EBS/Siebel/Fusion CRM
Carolyn ChambersVP EBS/Siebel/Fusion CRM
Strategy
Doris Wong
General Manager, PeopleSoft
John WebbVP PeopleSoft Strategy
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© 2006 Oracle Corporation – Proprietary and Confidential
Continued Product ReleasesBeginning with Release 9.0
PeopleSoft Release 9.0 Timeline• All product families planned for delivery in the next 12 months
Latest ReleaseLatest Release Next ReleaseNext Release
Unlimited Unlimited Version 9.1Version 9.1Version 9.0 Version 9.0
Nex t 12 Month s
Enterprise Learning
Management
9.0 GA in Q2 Financials/Supply Chain Management 9.0
Human Capital Management 9.0
Enterprise Performance Management 9.0 GA in Q3
Customer Relationship Management 9.0 GA in Q3
Applications Unlimited has NO impact on the current release 9.0 content or schedule
Portal 9.0
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© 2006 Oracle Corporation – Proprietary and Confidential
<Insert Picture Here>
Enterprise One CRM 8.12
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New Modules
Preview: EnterpriseOne 8.12
MajorEnhancements Tools 8.96
• Supply Management- Operational Sourcing
• Manufacturing- Grower Management
- Grower Pricingand Payments
- Blend Management
• Supply ChainManagement
• CustomerRelationshipManagement
• Human CapitalManagement
• FinancialManagement
• Total OwnershipExperience
• Customer-DrivenFeatures
• Updates & Additions toPlatform Support
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
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© 2006 Oracle Corporation – Proprietary and Confidential
Customer Relationship Management
Businesses require unprecedented visibility to customer and operational
information
KeyBusinessDriver
Activity Entry withReduced Keystrokes
• Defaults for active type,identifier type, and duration
Related Caseand Opportunity
• Visibility to related case oropportunity information fromwithin activity detail
• One-click access to case oropportunity detail
E
nhancements
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© 2006 Oracle Corporation – Proprietary and Confidential
<Insert Picture Here>
Enterprise CRM 9.0
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© 2006 Oracle Corporation – Proprietary and Confidential
CRM 9.0 – Quick Facts
Generally Available August 14thWell received by Press and Analysts
“ ‘It's good news for PeopleSoft customers. Thename of the game from a user point of view isto extend and enhance their existinginvestment. This provides a clear message to
PeopleSoft CRM customers that the product willbe supported and enhanced going forward.’ "
Bill Band, Forrester Research as quoted inOracle upgrades PeopleSoft CRM fromSearchCRM.com
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© 2006 Oracle Corporation – Proprietary and Confidential
CRM 9.0: Largest PeopleSoft CRM ReleaseDelivers on Technology, Delivers on Applications
PeopleSoft CRM 9.0: Largest PeopleSoft CRMrelease since 8.0
2X the features as 8.9
PeopleTools 8.48: Largest PeopleTools Release in
the history of PeopleSoft/Oracle
Underscores Oracle ’ s commitment to PeopleSoft applications and customers
P l S f CRM 9 0 Th
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© 2006 Oracle Corporation – Proprietary and Confidential
PeopleSoft CRM 9.0 Themes
Extend Value with Next Generation TechnologyStandards based technologies today to ease integration and lowercostsInvest in the foundation for Fusion
Drive Superior Ownership ExperienceUsability, productivity and performance enhancements direct fromcustomers, usability studies – “the customers’ release”
Marketing, Sales, Service – value add for existing investments
Deliver Deep and Adaptive Industry and Business ProcessesDelivered business processes and incremental functionality forFinancial Services and Communications marketsContinue CRM for Higher Education investment
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© 2006 Oracle Corporation – Proprietary and Confidential
<Insert Picture Here>
Extend Value with NextGeneration Technology
E d V l U i N G i T h l
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© 2006 Oracle Corporation – Proprietary and Confidential
Extend Value Using Next Generation TechnologyIntegrating Key Fusion Capabilities into Release 9
XML PublisherEnable business users to create documents leveraging XML data
Business Process OrchestrationDefine and coordinate cross-application business processes
Business Activity MonitoringOperational management via personalized, real-time dashboards
Customer Data Hub
Consolidate, enhance, and share master customer data
Web ServicesShare PeopleSoft release 9 functionality with other applications
b S i
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© 2006 Oracle Corporation – Proprietary and Confidential
Web ServicesShare More PeopleSoft Functionality with Other Applications
• Orders• Leads• Cases• Customers• Tasks
• Invoices
• Payments
• Financialsanctions(OFAC*)
• Procure-to-pay
• Vendorvalidation
• Recruiting• Person• Job data• Demographic
data
CRM FMS SCM HCM
Corporate NetworkCorporate Network
Other Applications
N e w
W e b
S e r v i c e s
i n R 9
• CRM delivers 19 Web Services, 70+ Service Operations
• PeopleTools 8.48 delivers Tools to create Web Services
Best in Class BPM
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© 2006 Oracle Corporation – Proprietary and Confidential
Best in Class BPM
DesignDesign ExecuteExecute MonitorMonitor
Standards based business process orchestration with BPEL Process MgrDesign business processes with a graphical UIProvide industry standard interfaces for applications and legacy system integrations
Tight integration to PeopleSoft CRMInitiate business processes from PeopleSoft transactionsPlug and play external services with delivered CRM web servicesCreation of tasks and alerts from BPTrack business process progress with graphical monitor
C D H b
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© 2006 Oracle Corporation – Proprietary and Confidential
Customer Data HubIntegrate Out-of-the-Box with EBS R12
Consolidate customer data from multiplesystems into a central location
Ensure quality customer informationResolve duplicate customer and transactiondata and prevent future duplicationsEnrich with 3rd party content, such as D&B
Share single master customer dataacross the enterprise
Enhance customer knowledge and business insight
Leverage your existing IT investments
Generally Available CY 2007* Data Quality Management
CustomerData HubCustomerData Hub
Master CustomerData
DQM*
OracleOracle SAPSAP LegacyLegacy
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© 2006 Oracle Corporation – Proprietary and Confidential
Embedded in CRM applications for real-time merge of correspondence management
Templates(examples)
XML PublisherPeopleSoft
Enterprise R9CRM
ESA
FMS
HCM
SCM
Output FormatsData Sources
Any XMLData Source
PDF RTF
Business User
Publishing
EngineXML
• Email• Printer• Fax
HTMLXML
Letters
FundTransfers
OnlinePaychecks
OrderConfirmations
Bills GovernmentGrant Forms
Destination
EDI Excel
XML PublisherEnable Business Users to Format and Deliver Documents and Reports
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© 2006 Oracle Corporation – Proprietary and Confidential
<Insert Picture Here>
Drive Superior OwnershipExperience
Superior Ownership Experience
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© 2006 Oracle Corporation – Proprietary and Confidential
Superior Ownership ExperienceCommon Enhancement Highlights
Actionable 360-Degree View
Redesigned WorklistAuto-save of recent searches providingstreamlined processes with reduced clicks andpage transfers
Enable Quick Create in search results
Actionable 360-Degree View
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© 2006 Oracle Corporation – Proprietary and Confidential
g
•Edit Contact Infowithin the 360
•Related Grids
•ContextualActions: CreateCase with a QuickCode, Close Case
•Carry moreinformation fromthe 360 whencreating a Case orService Order
Streamline call handling and service resolution process
Worklist Redesign
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© 2006 Oracle Corporation – Proprietary and Confidential
Worklist RedesignImprove agent efficiency and decision making
•Folder structure fororganizing work
•Saved Search for
common searches•Bulk ReassignCases and ServiceOrders
•Improvedtransaction specificdata displayed
•Personal comments
to WL items•Notification Purposeand Prioritydisplayed
Superior Ownership Experience
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© 2006 Oracle Corporation – Proprietary and Confidential
Superior Ownership ExperienceService and Multi-channel Enhancement Highlights
Dynamic rendering of Case user interface,optimized based on role, business unit or other
criteriaRedesigned multi-channel toolbar – UniversalAgent Desktop
Global payroll integration for HelpDesk forHuman Resources
Service Level Agreement enhancements
Case Task Management
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Superior Ownership Experience
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© 2006 Oracle Corporation – Proprietary and Confidential
p p pSales Enhancement Highlights
Order CaptureBulk Service management
Future-dated orders, Temporary OrdersEnhanced Order Status managementManagement of Subscriptions
Sales/Contact ManagementGroup Calendar; Tasks on Company, Partner, Call ReportCall Report Standalone, BtoBBusiness Carding
Email integration using InfosynchMobile Sales – Task & Business carding enhancements, supportfor Intellisync Mobile Suite
Enhanced Order Status
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© 2006 Oracle Corporation – Proprietary and Confidential
Link to
Process
Monitor
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Offer Management
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Offer ManagementLeverage 3 rd party optimization engine for automated,real-time, self-learning offers
•Presentcommunication
messages orproduct/serviceoffers•Measure offereffectiveness and
profile the targetbuyer•Track history withoffer presentation,customer response,and reporting
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Deliver Deep and AdaptiveIndustry & BusinessProcesses
Deep and Adaptive Industry Processes
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Deep and Adaptive Industry Processes
Adaptable business process management tools to meetthe needs of rapid growth, changing processes and tointegrate with heterogeneous systems
Delivered business processes and incrementalfunctionality for Financial Services and Communicationsmarkets
Continued CRM for Higher Education investment
Deep and Adaptive Industry Processes
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Communications
Delivered business processes for Mobile Number Portability,Lost/Stolen Wireless Handset and Prepaid Account Setup
Enhanced Order & Service Management, Support for the WirelessMarket
Financial Services
Delivered sample business processes for Financial AccountCreation and Lead & Referral Management
Web Services for Remote Portlets (WSRP) enablement of financialservice portal pagelets, creation of new portlets
Higher Education
Higher education packaged analytics, Integration to 8.9 CampusSolutions
Investment in Online Marketing, foundation for Student LifecycleManagement
Release 9.0 Advantages
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Applications and Technology Drivers
Applications Technology
Combination of 8.9 and 9.0 feature set providesstrategic advantage
Next Generation Technologyembedded in applications
Demand Driven Release - builtspecifically for the installed base
Invest in technology thatis foundation for future
Applications Unlimited& Lifetime Support
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What Customers Are Sayingabout 9.0
Customers Talk about CRM 9.0
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TodayUsed for their global retail banking division and is the basis for theirmulti-channel banking platformDifferentiate themselves in a competitive marketplace withpersonalized services and high quality customer service
Live on Marketing, Telemarketing, Sales, SupportInstalled CRM 8.9 in Brazil (2005) and Upgraded (October 2006) toCRM 8.9 in The Netherlands
Why 9.0 is CompellingBPEL to replace their homegrown BPM solution and support theirmultichannel banking platformEnhanced SLA functionality to entitle based on customer valueCase user interface dynamically rendered based on business unit,tailored and optimized for the different regional retail divisions
Correspondence management with XML PublisherTasks enabled for CompaniesEnhanced Worklist capabilities
Customers Talk about CRM 9.0
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Today with 8.9Support student and faculty facilities and IT requests, bolster studentrecruitment & retentionData quality management a huge issuePartnership with Oracle to define CRM for Higher Education offeringLive on 8.9 Support, Chat, Self-Service, Marketing, Online Marketing
Why 9.0 is CompellingReduction of customizations - get support on this functionality from Oracle,lowers DePaul's cost to maintain the applicationsNew functionality to increase productivity in the contact center
Case user interface dynamically rendered based on business unit, tailored andoptimized for the different business processes required for IT vs Facilitiessupport
Service oriented architecture for easier integration with various systems at theUniversity for enrollment management/prospectingData Quality Management using the Customer Data Hub
Customers Talk about CRM 9.0High Tech Customer
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High Tech CustomerToday with 8.8
Global single instance call center. Vision of integrated multichannel contact centerpushing high volume/low value customers to lower cost channelsBtoB sales force selling computers, servers, software to education institutions andSMB. Integration to SAP Financials7000 internal users live on Sales, Support, implementing CTI with
Why 9.0 is CompellingAccumulation of 8.9 + 9.0 features compelling
360-Degree View and Worklist enhancements for improved agent productivityUniversal Agent Desktop for true universal queue with Genesis providing the foundationfor a multichannel contact center
Significant number of customizations now standard in the combined 8.9 and 9.0release enhancements
Web Services provide the flexibility to call PeopleSoft logic in the back-end fromtheir own custom user interfaces that are optimized for their call flowsOracle Fusion Middleware (BPEL and Oracle Portal) provide standards basedintegration technology today bringing them closer to Fusion
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New Offerings
Call Center On Demand IntegrationEli i t T l h C l it
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Eliminate Telephony Complexity
•Delivers Computertelephony integration(CTI)•Skills-based routing•CTI integration usesIVR data forcontextualapplication screenpops•Integrated withPeopleSoft 8.9Support, HelpDesk &HR HelpDesk•Scale up or down asdemand changes
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The Roadmap
Continued Product ReleasesBeyond Release 9 0
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Beyond Release 9.0
Focus of PeopleSoft Roadmap• Ongoing adoption of Fusion technology components• Integration – X PeopleSoft & to other Oracle products where it makes sense
• New enhancements – innovation, usability, performance & customer focused• Consideration for back-porting selective capabilities to prior releases which
have a supported migration path to FusionPeopleSoft Release 9.1 Timeline
200 6 200 7 200 8
PeopleSoft Release 9.0 GA’s
Solicit Feedback and Finalize PeopleSoft
Release 9.1 Plan
PeopleSoft Release 9.1 GA(18-24 Months After 9.0 GA)
Post Updates of Integrations,Features & Web Services
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How We Can Work Together
How We Can Work TogetherUpdates and Information from Oracle
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Updates and Information from Oracle
• How do we communicate?• Fusion CRM User Group Website• Customer Connection
• Oracle.com• Conferences - OpenWorld, Collaborate• Customer Focus Groups
• Upcoming Communications• Advisor Calls – 9.0 Deep Dives, Oracle Updates• Upgrade Community
• 9.1 Focus Groups
How We Can Work Together9 0 Upgrade User Community
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9.0 Upgrade User Community
• Hosted by the Fusion CRM User Group• Register at http://www.fusioncrm.org , select “Interest Area” of
“9.0 Upgrade”
• Subscribe to 9.0 Upgrade Forums, network with others thatare part of the 9.0 Upgrade Community
• Website updated Wednesday 10/25
• Sponsored by Oracle• Webcast 1 st Week of December for “Upgrade 101”• Webcast to follow on Upgrade topics of interest driven by the
9.0 Upgrade User Community
How We Can Work Together9 0 Upgrade User Community
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9.0 Upgrade User Community
• Hosted by the Fusion CRM User Group• Register at http://www.fusioncrm.org , select “Interest Area” of
“9.0 Upgrade”
• Subscribe to 9.0 Upgrade Forums, network with others thatare part of the 9.0 Upgrade Community• Website updated Wednesday 10/25
• Sponsored by Oracle• Webcast 1 st Week of December for “Upgrade 101”• Webcast to follow on Upgrade topics of interest driven by the
9.0 Upgrade User Community
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How We Can Work TogetherCustomer Focus Groups
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Customer Focus Groups
What is It?• Opportunity to provide direct feedback on requirements and
design of CRM 9.1
Benefits• Small groups working directly with Development and Strategy
Management• Opportunity to influence future direction of the product
Additional information• To apply for participation, send email with contact information
How We Can Work Together9 0 Information on Customer Connection
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9.0 Information on Customer Connection
•Transfer of Information (TOI)•Recorded Presentation of Functional Details of CRM 9.0
•To Access•Log on to Customer Connection
•Click on Oracle University
•Click on Access Current Release Online Training
•Navigate to Enterprise CRM 9.0 TOIs
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