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

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

Service
Vantive
Siebel
Clarify
Astea
RTS
Metrix

e-Commerce
Broadvision
OpenMarket
IBM
Netscape
Intershoppe
Microsoft

Intelligence
SAS
Cognos
Brio/SCRIBE
Actuate
Business Objects
ERP
Baan/Aurum
SAP
PeopleSoft

Oracle E-Business Footprint

E-Business Platform

Applications

A Modular, Architected Solution

Analytical
Applications

Business Intelligence

Business
Applications

E-Business Suite

Common
Infrastructure
Common
Services
Internet
Application
server
Database

Application Object
Library
Workflow

Forms & Reports

System Administration

iAS (Application Server)

8i Database

Flexfields

Oracle E-Business
Suite
Business Intelligence
Marketing

Order Fulfillment

Sales

Supply Chain

Contracts

Manufacturing

Service

Financials

eCommerce

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

Customer Intelligence

Analytical
Applications
Marketing Intelligence
Marketing Online
MES
CRM
Foundation
MultiChannel
Touch Points

Notes UWQ

Sales
Online
Contracts

Tasks Resources

Service Intelligence

TeleSales

TeleService Knowledge Mgmt

Quoting

Contracts for Service

Territories Calendar Assignments

Interaction Center
Telephony
eMail Center
Call Center Connectors

Wireless

1-to-1

Escalations

Mobile
(Laptop, PDA)

E-Commerce Intelligence

iSupport

iStore
iPayment

eMerchandising
OMO

Attachments

Interactions

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,
XML Business Objects, Transformers

Quoting

Business
Applications

Sales Intelligence

Oracle CRM Business

Applications
BIS

Service

Contracts

Sales

Marketing

Collaboration

Business Intelligence
iSupport

Quality
Online

Teleservice

Contracts Core

Sales Online

Marketing Online

Service Contracts

iStore

Trade Management

Depot Repair

Spares
Management

Contracts for Rights

Telesales

Mobile
Field Service

Contracts for Sales

Incentive Comp

Marketing Encyclopedia
System
iMeeting

Advanced
Scheduler

Mobile Field Sales

Partners Online

CRM Product Road Map

Customer Intelligence

Analytical
Applications
Marketing Intelligence
Marketing Online
MES
CRM
Foundation
MultiChannel
Touch Points

Notes UWQ

Sales
Online
Contracts

Tasks Resources

Service Intelligence

TeleSales

TeleService Knowledge Mgmt

Quoting

Contracts for Service

Territories Calendar Assignments

Interaction Center
Telephony
eMail Center
Call Center Connectors

Wireless

1-to-1

Escalations

Mobile
(Laptop, PDA)

E-Commerce Intelligence

iSupport

iStore
iPayment

eMerchandising
OMO

Attachments

Interactions

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,
XML Business Objects, Transformers

Quoting

Business
Applications

Sales Intelligence

Oracle CRM E-Business Suite

Analytical
Applications

Marketing Intelligence

Contracts
for Sales

Interaction
Channels

Contracts
for
Service

Contracts
for Rights

Sales Intelligence

iStore

Sales
Online

iPayment

Mobile
Field
Sales

Service Intelligence

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

Quality
Online

Marketing Online

eMerchandising MES

CRM
Foundation

Interaction Center
Intelligence

Quoting

Business
Applications

Customer Intelligence

Universal Work Queue

Resources

Territories

Assignment Engine

Tasks

Notes

Calendar

1-on-1 Fulfillment

MES/Knowledge Base

Interaction History

Attachments

Esclation Management

Interaction Center
Telephony, Scripting,
eMail Center
Predictive Dialer,
Call Center Connectors

Web

Wireless

E-Business
Foundation

Common Application Architecture & Schema

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

E-Business
Platform

eBusiness Platform

Mobile
(Laptop, PDA)

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

Territories

Calendar

Assignment Engine

Escalation Mgr

Universal Work Queue

Tasks

Interaction History

Attachments

Notes

1-to-1 Fulfillment

Knowledge Base

Example : Service11i
Advanced
Inbound
(Inc IVR)
Interaction
History

Solutions
Mgt
Territory
Mgt

Assignment
Installed
Advanced
Mgt
Base
OutBound
Events
&
Calendar
Counters
Resource
Spares
Scripting
Mgt
Mgt
Task
Mgt

Notes
Scheduler

eMail
Center

For Example
Resources

Territories

Calendar

Assignment Engine

Escalation Mgr

Universal Work Queue

Tasks

Interaction History

Attachments

Notes

1-to-1 Fulfillment

Knowledge Base

Telesales

Teleservice

Task
Queue
Types/
Count

Media
Queue
Types/
Count

UWQ GUI

Task

Select
Tasks

CRM Application Item

Task/Assignment
Management
Modules (GUI)

Work Selection
Media
Tasks/
Assignments

Task/
Assignment
Engines
Tasks, SR, etc

CRM Business
Work Queue Status Select
Application
Tasks/
Media
Screen Pop
Assignments
Select (Contact Center or
Media
Response Center)
Next

Media Data for

Screen-Pop

Media Queues
Inbound Telephony
Outbound Telephony
Email
Media Queue Activity

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

Media
Item
Data
Media
Item
Request

Media
Item to
Work
Next

Interaction
Type, Activities,
Start/End

UWQ APIs
Media Interface
Inbound Telephony
Outbound Telephony
Email

Interaction Blending
Automatic delivery
of media work
items per IB
direction

Interaction & business

data per interaction

Call Center
Intelligence

CCI Gateway
Application-specific
business data for
call center intelligence

Interaction
History API
Media
Activities
Timing
Outcomes

Interaction data
per interaction

Interaction
History

Customer Email
Email Customer

Internet

Telephony
Integration to
Business
Application (CTI)

eMS & eMC CTI Enabler

MCM

Custome
r
Email
Info and
Email
Category

Email

CTI
Msgs
ANI/
DNIS
/ IVR
Calle
r
Info

Caller IVR
Data

Oracle 11i Interaction Cent

Caller ID (ANI) or
Call Category
(DNIS)

ACD

IVR
Qualify Caller/
Category
Further

IVR Integrator

Outbound

Telephony Interaction
Blending
Requester
Dynamically

Queuing &
Distribution
Route Call on
Business
Rules (Data,
Skills)

Routing

Selects Next
Agent Media
Interaction

Queue and
Distribute to
Agent When
Selects Next
Work Item

Task
Screen
Customer Call
Pop
PST
Customer
Business
N
Email ScreenModule
Pop
Screen Pop
Application Application &
& SoftPhone Email GUI

Intelligen
t
Campaign
-based
Automate
d
Outbound
Call

UWQ

Agent Deskto

eMC GUI
SoftPhone
Bus. Application
& Scripting

Agent
Task
Work
Item
Task
Mgmt
Selection

Update
Interaction
History &
Business
Business Data

Intelligence

Oracle DataInteraction
Workflow &
History
Applications

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
eMerchandising

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

Order

Fulfillment

Cash

Service

iStore
iPayment
Quoting
Configurator
Adv Pricing

Order
Mgmt
Shipping
Inventory

iPayment
Financials

iSupport
Teleservice
Interaction
Center
Contracts

Complete E-Commerce Offering

Marketing Online
eMerchandizing

Salesrep Creates
Shared Quote
(B2B,B2C)

iStore

Create/Execute
Campaigns
Create Segmentation
Strategies
Create Promotions/
Offers

Sales Online/
Quoting

Execute targeted
e-mail/direct mail
campaigns

iStore
Customer
Adds to Shared
Shopping
Cart
(B2B, B2C)

Display
personalized
Content, Offers and
Product
Recommendations

(Catalogs)

TeleSales/
Quoting
TeleSales Agent
Creates Shared
Quote
(B2B, B2C)

Create Rules/Web
Merchandizing
Strategies

Business Intelligence
BI Tools

Personalization

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

Install
ed
Base

Enterprise Data
Catalogs
Inventory
Configurations
Pricing
Contracts
Customers (TCA)

Order Mgmt
Create Order

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

Financials/ OM
Fulfill Order and
Process payment

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

iStore
Customer
Customer Selects
Selects
and
and Enters
Enters
Specialty
Specialty
Web
Web Store
Store

OMO
Customer
Customer sees
sees
personalized
personalized
content
content and
and offers
offers

OMO
Customer
Customer Adds
Adds
Item(s)
Item(s) to
to Shopping
Shopping
Cart
Cart

iStore

Customer
Customer Submits
Submits
Order
Order

Advanced Pricing
Customer
Customer Gets
Gets
Discounts
Discounts
Automatically
Automatically

iStore
Customer
Customer adds
adds
more
more to
to Shopping
Shopping
Cart
Cart

OMO
Customer
Customer Sees
Sees
Cross-sell/up-sell
Cross-sell/up-sell
item(s)
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
Customer Selects
Selects
and
and Enters
Enters Web
Web
Store
Store

Customer
Customer registers/
registers/
Logs
Logs On
On

Customer Gets
Discounts

Inventory
Customer
Customer Checks
Checks
Product
Product
Availability
Availability

Customer
Customer initaites
initaites
checkout
checkout

TCA
B2B Customer
reviews
reviews
Company
Company Account
Account
Activity
Activity and
and Details
Details

Quoting
B2B
B2B Customer
Customer
Reviews
Reviews Quote
Quote

Customer
Customer Adds
Adds
Item(s)
Item(s) to
to Shopping
Shopping
Cart
Cart

Contracts
Customer
Customer Views
Views
Terms
Terms and
Conditions
Conditions

Contracts
Customer
Negotiates and
Accepts Terms
Customer
saves/shares
cart
Customer
submits
order

Configurator
iPayment
Configure
Configure Products
Products

Validate/process
Validate/process
Payment
Payment
Information
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
Book Order

Shipping
Pick, Pack and Ship
Order

Inventory
Update Inventory

OM
Track Order Status

AR
Process Payment

AR
Generate Invoice

Installed Base
Update Installed
Base

Streamlined
management
fulfillment
Real-time
reservations

order
and
Inventory

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

Walk-in to Resolution
iSupport
Customer Logs
On /Registers

iSupport
View Orders,
payments, Shipping
status, etc.

Installed Base
View Installed Base

KM
Customer Resolves
Issue

iSupport
Request for Web
Callback

Search For Solution

iSupport
Create Service
Request/ RMAs

TeleService
Route Request to
Agent

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

The 360 Degree Customer View

Up-selling and cross-selling

Targeting and profiling

Service management
Customer care and support

Prospecting
Service
Mgmt

Demand
Creation
Lead
Generation

Customer Management
Product Maintenance

Contracts

Product Fulfillment

Customer

Order
Mgnt

Order management

Lead generation

Lead
Mgnt

Opportunity
Mgnt
Quoting

Response management
Lead qualification and
scoring
Lead assignment and
distribution
Opportunity management

Pipeline and forecast management

Pricing and discounting

Quoting

Oracle Service Suite

Customer Intelligence

iSupport

Contracts

TeleService

CRM Foundation Modules

Service
Online

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

CRM Foundation Modules

Mobile
Field
Laptop

Oracle Service Suite

Contracts

Contracts
Core

Contracts for Contracts

Service
Integration

Oracle Marketing Suite

Marketing Intelligence

iMarketing

Marketing
Online

Marketing
Encyclopedia

Service 11i : e-Service

delivered
Business Analysis
Customer
ERP
Support

Phone Call

E-Mail

Web

Order
Customer
Products
& Tools
Capture
Int.
Back-Office
Accounts
Interaction
Solutions
PRODUCTS
Receivable
Center
Mgt.
A/R
Service
Order Mgt.Additional
Reports
Customer-Facing
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

Laptop

Palm

Multi-channel
- same data

Inventory
Scheduler

Workflow
Projects

Mobile Devices
Applications
Server

Data
Server

Online
Applications:
Sales Online
Field Services

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

Prospects
Customers
Accounts
Receivables

Items
Collateral
Products

Marketing
Intelligence

Sales
Family

eMerchandising
Marketing

Calendar News
Collateral
Marketing
Encyclopedia
System

Campaigns
Prospects
Events

Leads
Responses
Results
Promotion
Language

Field/Mobile
Sales
TeleSales
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