Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 1
Oracle Applications Das neue Oracle CRM Portfolio Positionierung von Siebel, Fusion CRM & Co
Dr. Michael Schmidt-Voigt Director Sales Consulting CRM Germany and Switzerland
DOAG Applications, 10.Oktober 2013
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Safe Harbor Statement
The preceding is intended to outline our general product
direction. It is intended for information purposes only, and may
not be incorporated into any contract. It is not a commitment to
deliver any material, code, or functionality, and should not be
relied upon in making purchasing decisions. The development,
release, and timing of any features or functionality described for
Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 3
Safe Harbor Statement
“A ship in the harbor is safe. “A ship in the harbor is safe.
But that is not what ships are built for!”
Rear Admiral Grace Murray Hopper (December 9, 1906 – January 1, 1992)
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 4
Agenda
• Introduction: The CRM/CX (R)evolution
• The Oracle CRM/CX Strategy and Roadmap
• Siebel
• Commerce
• Sales, Marketing & Service Cloud
• Social
• Oracle’s Application Marketplace
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 5
You
Customer
AD
PR
Event www.
@
in ?
? ?
? ?
Dialog
$$$
Results
Reaching Customers
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Behaviors Are Rapidly Evolving
The Rate Of Adoption Is Unprecedented
Always Sharing Always Connected Always Aware
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Mobile
Social In Store Contact Center Field Service
Direct Sales
Channel Sales Web CX for
Sales CX for
Marketing
CX for
Commerce
CRM – Strategy & Business Processes
CX for
Service Integration
Services
Social
Relationship
Management
Customer Data Product Data Content
Complete portfolio of best-of-breed
solutions to deliver superior customer
experiences
Deployed modularly for discrete
business problems or as a suite of
applications
Open and standards based,
enabling extension and integration
with existing & partner solutions
Transform Behaviors into Great Experiences Connecting Sales, Service, Marketing and Commerce Across All Channels
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Oracle’s Complete Customer Experience Strategy Strengthen Core CRM, Transform CX for the Cloud
2006 2012 2008 2010
Oracle buys Vitrue, Collective Intellect, Eloqua,
launches Customer
Experience (CX) Cloud
Oracle announces Fusion 11g,
with CRM in the Cloud, acquires
CRM cloud providers FatWire, RightNow InQuira
Oracle unveils Social CRM, adds social networking
and Web 2.0 technologies to enterprise CRM
Oracle unveils first CRM SaaS offering, CRM
On Demand 12
Oracle enters CRM market with Siebel, PeopleSoft
acquisitions
Oracle releases Siebel CRM
Innovation Packs, updates CRM On Demand, CRM On Demand Marketing
2012 2011 2008 2006
2005 2012
Oracle releases Siebel CRM 8.0
2007 Oracle
releases CRM On Demand 16
2009 Oracle releases Siebel CRM 8.2
for Public Sector, acquires ATG, to strengthen
online customer experience
2010
Oracle releases Siebel CRM
8.2.2., CRM On Demand
Marketing 5.0-5.4; InQuira
8.4.2.2
2011
Transforming the Category
Strengthening the Core
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 9
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 10
Product Origin Area Impl. Focus
Oracle-Siebel CRM Siebel B2B
B2C
OP Sales Marketing
Service
Oracle Sales Cloud Fusion CRM B2B Cloud Sales
Oracle Marketing Cloud Eloqua B2B Cloud Marketing
Oracle Service Cloud RightNow B2C Cloud Service
Oracle Social
Relationship
Management (SRM)
Vitrue
Collective Intellect
Involver
B2C
B2B
Cloud Social Sales
Social Marketing
Social Service
Oracle Commerce ATG B2C OP Internet Sales
Oracle Commerce
Cloud
ATG B2C Cloud Sales
Oracle Knowledge
Management
Inquira B2B
B2C
OP Service
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Siebel CRM Investment Strategy
LOWER TCO
SOCIAL SIMPLICITY MOBILITY
INDUSTRY
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Customer Experience New UI Framework
• Transforms Siebel into a modern and intuitive CRM
platform, with next-generation mobile support for
Tablets and Smartphones.
• Open UI allows Siebel to run in all modern web
browsers including IE9, Chrome, Firefox and Safari.
• Greatly enhances user experience and productivity,
taking advantage of the latest web innovations with
device driven layouts, intuitive navigation, touch
optimization and enhanced accessibility support –
same URL, different UI.
• Open UI is a natural extension to Siebel, fully
leveraging all existing customer configuration and
integration investments. The framework is also fully
extendable, providing customers and partners with a
platform to innovate.
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Mobility Connected and Disconnected Mobile Solution
Features Leverage existing meta-data
Extensibility
Device independent
Deliverables Connected Mobile Tablet/ Smartphone
Disconnected Mobile Tablet/ Smartphone
Processes Sales, Service, Field Service
Industry Specific process flows
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 14
Use SEM to monitor social posts Create Siebel SR for social posts Siebel SR contains link to SEM
Agent engages with social user Social Profile/Interactions are captured Social reflected in Service analytics
Social Listen and Respond Integrated Social and Transactional Experiences
Safe Harbor: The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be
relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2013, Oracle and/or it’s affiliates. All rights reserved.
Customer Experience
• New user experiences enabled on any device and
browser with Open UI framework
• New connected and disconnected mobile applications
for Sales and Service
• New social relationship management capabilities across
Customer Care, Marketing and Loyalty
• New order management and fulfillment flexibility with
integration to Oracle Distributed Order Orchestration
Industry Innovation • New commerce automation solution that simplifies
channel management by streamlining the offer to order
process for Communications
• End-to-end citizen self-service intake for Public Sector
• Graphical promotion designer, hierarchical rules and
theme-based clubs for Travel, Hospitality, and Retail
Increased Agility • Reduced development and testing effort with
Incremental Repository Merge (IRM)
• Comprehensive deployment, monitoring and diagnostics
tools including issue detection and slow running queries
• Improved data quality through survivorship, cross-
referencing, and integrated data quality.
Customer Experience • New customer self-service and PRM applications using
Open UI framework
• Intelligent offer presentment and execution with Next
Best Action framework
• New complete cross-channel commerce capabilities with
integrations to Oracle Commerce
Industry Innovation • Disconnected mobile for Life Sciences / Field Service
• New subscription management user experience for
Communications
• New embedded billing insight/analytics and multi-site
ordering for service companies including Utilities
• Improved citizen experience and case processing for
Public Sector
• Function space diary and Loyalty for Hospitality
Increased Agility • Enhanced personalization and ability to change look and
feel of applications without compiling code
• Improved application life cycle management – ease of
development (IRM), deployment and diagnostics
Current Release
8.1.1.10 / 8.2.2.3
What’s Next
0-12 month planning cycle
Customer Experience • New mobile user experiences on standardized Oracle
Application Development Framework
• Enhanced user experiences across Sales, Service,
Marketing, Commerce & MDM using Open UI framework
• Improved customer profiling and data accuracy with
ability to track and manage social data source history
• Enhanced search, campaign and lead management and
customer self-service with integrations to Endeca,
Oracle Marketing Cloud and Oracle Service Cloud
Industry Innovation • Sales enablement with new tablet applications for
industries including Commercial and Retail Banking
• End-to-end mobile self-service including citizen
experience and case processing for Public Sector
• Mobile clientelling applications for industries including
Retail and Communications
Increased Agility • Enhanced installation and upgrade solutions
• New administration tools enabling business users to
quickly & easily customize user interface data and layout
• Improved performance for Next Best Action with in-
memory solution on Oracle Engineered Systems
Future Directions
Post 12-month planning cycle
Oracle Applications: Current Release and Roadmap Siebel CRM
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Oracle Continues To Invest in Siebel Customers
2013 2014 2015 2016 2018 2017 2019
2014-IP
2H 2014
Siebel 8.1.1.10
Siebel 8.2.2.3 2013-FP
1H 2014
2015-IP 2H 2015
2016-IP 2H 2016
2014-FP
1H 2015
2015-FP
1H 2016
2017-IP
2H 2017 2018-IP 2H 2018
2016-FP
1H 2017
2017-FP
1H 2018
Siebel 8.1.1.9
Siebel 8.2.2.2
2013-IP 2H 2013
2018-FP
Spring 2019
2019-IP 2H 2019
2020+
APPLICATIONS UNLIMITED
2020-IP 2H 2020+
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 17
Provides customers with reference applications that highlight best practices, design patterns and common commerce deployment scenarios to jump start commerce deployments
Delivery of Key Commerce Reference Applications
Continues the investment across Oracle Commerce ensuring the needs of modern commerce deployments are met and easily deployed when using Oracle Commerce
Delivery of Solutions for Core Commerce Needs
Delivery of declarative tools that enable business users to design, configure and deploy commerce experiences without the need for technical IT resources
Commerce Merchandising Tools for Business Users
Enables customers to easily search and navigate through their commerce experience, offering best-in-class search, navigation, content spotlighting and search engine optimization
Improve Commerce Experiences Through
Guided Search
Provides a single, flexible platform to create, deliver and manage content-rich, cross-channel commerce experiences that easily integrate with any data and technology needed to create personal and relevant commerce experiences
Adaptive Commerce Experiences
Oracle Commerce Key Investment Themes
Safe Harbor: The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be
relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2013, Oracle and/or it’s affiliates. All rights reserved.
Reference Applications
• Oracle Commerce Reference Store –CRS with
Guided Search and Experience Manager, with
best practices white paper
• OOTB Experience Manager Cartridges,
including items (Targeter/Slot, Category
Product List, Category Related Products,
Category Header Banner, Recommendations)
Guided Search
• Language linguistic support improvements –
Phase 1 (22 languages), including:
Tokenization & segmentation, lemmatization &
stemming, noun decompounding, orthographic
normalization, stop words
• Programmatic management of application
configuration
• Content Acquisition System enhancements
(CAS)
Experience Manager
• Migration support for existing customers
• Business user tools workflow and access
controls enhancements
Reference Applications
• Web and Mobile Web
• Unified Native iOS iPhone Reference App
Core Commerce
• Enhanced REST services framework
Commerce Merchandising
• Improved Business Control Center security
• Enhanced site access control model
• Visual Merchandising Enhancements
• Promotions Enhancements: Promotions
visibility, non-discountable products
• Workflow Improvements: Express project,
property-level conflict resolution
• Multisite profile realms, site groups updates
• Cross-Channel Inventory Visibility & In-Store
Pickup support
Guided Search
• Support for 9 additional languages
Experience Manager
• Tools user experience enhancements
Integrations
• Oracle Commerce Sites best practices
• Commerce customer/order data through
services for Oracle Service Cloud
• Social Commerce Integration
Reference Applications
• Continued development of Oracle Commerce
Reference Applications for Web, Mobile Web,
and native apps
• In-Store Selling Tablet Application
Core Commerce
• Single sign on, common segment, multisite
Commerce Merchandising
• Further Visual Merchandising Enhancements
• New Promotions Templates
• Product Content Management Enhancements
Experience Manager
• Experience Management Usability
Enhancements
• Improved Content Organization
• Segments Integration
• Multisite Integration
Integrations
• Oracle Commerce Sites integration
Current Release
2013
What’s Next
0-12 month planning cycle
Future Directions
Post 12 month planning cycle
Oracle Applications: Current Release and Roadmap Oracle Commerce
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 19
Only Oracle can connect every engagement your customer has with your brand
• Modern Marketing
• Smarter Sales
• Anywhere Commerce
• Transformational Service
Best in Class CX
Safe Harbor: The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be
relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2013, Oracle and/or it’s affiliates. All rights reserved.
Oracle Applications: Current Release and Roadmap Oracle Commerce Cloud
Solution is still Under
Development
Current Release
N/A
Integrations
• Oracle Service Cloud self
service and agent integrations
• Order Creation/Enquiries
into Agent-facing UI
• FAQ Widgets
New Functionality
• Handle physical store use
cases (Pick up in store, etc…)
Extensibility
• App Exchange for adding new
functionality to storefront.
Purchase Themes, Commerce
functionality or 3rd party
integrations.
24-36 Months
• Commerce Engine deployed into
Oracle Cloud as a Rest based
architecture.
• Product Catalog and Import
• Pricing and Promotions
• Cart, Checkout, Orders
• Account/Profile Management
• Payment/Shipping Integrations
• Social Selling w/ Vitrue
• Merchandising and Admin tools to
allow for customer control of the
storefront.
• Site Studio tool to allow non-
developers to define pages.
• Drag and drop commerce
functionality on a page.
• Themes for look and feel
• Search and Guided Navigation
provided by MDEX6
Integrations
• Recommendations
• Social/Collaborative Commerce
• Live Help Engagement Engine
as a content targeting system
and general purpose rules
engine
New Functionality
• Integrations with OMS apps
and fulfillment partners
• Enhanced Search and Guided
Navigation rules
• Additional out of the box
integrations (more 3rd party
vendors for payments
processing, imaging, etc…
Extensibility
• Architect for extensible “apps”
• Additional Themes from
selective 3rd party developers
Release 1.0 (Preview)
Q1 CY 2014 12-24 Months
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 21
Provides customers with best of breed user Interface & multi-channel marketing solution that unifies campaign management & marketing execution
Delivery of Best of Breed Marketing Solution
Strengthens integration between marketing and Display Advertising while addressing the needs of specific industries with unique capabilities
Content Targeting & Specialization for Key
Industries
Provide detailed analytics to optimize marketing tactics and revenue performance management benchmarking to optimize spend across channels & campaigns
Enhanced Analytics to optimized Marketing
Performance Management
Support the needs of large, multi-lingual, multi-national, multi-business organizations with effective security models & globalization in 22 Languages
Support for Global Deployment & Needs
Integration with Oracle Social, Sales, & Marketing Clouds while supporting heterogeneous Sales Force Automation & Social technologies from other vendors
Integration with Oracle CX & Heterogeneous
Platforms
Oracle Marketing Key Investment Themes
Safe Harbor: The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be
relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2013, Oracle and/or it’s affiliates. All rights reserved.
Oracle Applications: Current Release and Roadmap Oracle Marketing Cloud
Five Tenets of
Modern Marketing Spring ‘13 Summer ‘13 Fall ‘13 Winter ‘13
Know your buyer
• Lead scoring on custom data
objects like product purchase
history
• Multiple Identities
• No more email address
• Multiple Identities
• Purposeful duplicate emails
• Lead scoring on who they
trust (Spring ‘14)
Engage them
meaningfully
• AdFocus BETA
• Facebook LIKE Gating BETA • Mobile Rendering • AdFocus GA
• NEW Email Marketing
Product
• Social Widgets in Email
• “Transactional” emails
Convert interest to
sales
• Lock content in Engage
• New HTML5 Profiler • Facebook LIKE Gating
• Channel Marketing Solution
Phase 1 (Spring ‘14)
Learn and optimize
• Group sales reports by territory
• New Dashboard Designs BETA
• Reporting on Custom Data
Objects BETA
• Reporting on Custom Data
Objects GA
• Revenue Suite BETA
• External Activities – Phase 1
• Marketing Operations Center
• Lead Flow Reporting BETA
• Multiple Funnels (Spring ’14)
• External Activities – Phase 2
(Spring ’14)
Leverage Marketing
Technology to scale
• Multi-Business Unit Access
Management
• Single Sign-On with 3rd Party
Systems
• Oracle Sales Cloud Phase 1
• Oracle SRM Phase 1 • Oracle Sales Cloud Phase 2
• Approvals BETA
Oracle SRM Phase 2
Approvals GA
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 23
Sales Automation
Territory and Quota Mgmt.
Partner Relationship
Mgmt.
Incentive Compensation
Sales Forecasting
Oracle Sales Cloud
Boost productivity to Sell More
with easy-to-use applications that
leverage the combined
knowledge of your company and
are available where ever needed
Allow your company to Grow More
with advanced territory and quota
management, incentive
compensation, and partner
relationship management,
Empower executives and
managers to Know More and so
streamline operations, drive key
strategic decisions and increase
performance
Social Selling
Safe Harbor: The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be
relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2013, Oracle and/or it’s affiliates. All rights reserved.
Usability
• Simple Browser-based UI for sales reps
• Improved Contact & Account Search
Mobile
• Android Device Support for Smartphone
• Sales Rep Forecasting for Smartphone
• Select Composer extensibility for Tablet
• Multiple Languages for Tablet
Social
• Wall/Conversations for Customer, Partner,
Opportunity, and Lead (OSN)
• Enhanced Social context for Leads generated
from social platforms
Extensibility & Integration
• Incremental Migration for Customers and
Opportunities
• Configurable Approvals based on BPMN
• Extensions Manager tied to FMW
• Marketing Cloud Integration:
• Sync Contacts, Leads, Accounts
• Integrated Lead nurturing and scoring
• Embed Marketing tools into Sales interface
(Engage and Profiler)
• EBS Integration:
• One-way Sync Customers & Accounts;
View Quotes; Create Quote
Release 7
Q2 2013
Usability
• Continued emphasis on No-Training UI on all
enhancements
Mobile
• Automatic geocoding and proximity search
• Improved Analytics
Social
• Enhanced Social ROI Analysis
• Additional Social Collaboration, more on
external collaboration
Core Sales, Customer Management
• Unit-based Sales Forecasting
• Simple, advanced Order Capture
• More Enterprise Data Quality Support
including Profiling and Standardization;
Robust Survivorship
• More Asset Management
• Account Planning
Extensibility & Integration
• Deeper Oracle App Integrations
• More Partner Integrations
• More vertical specialization
• REST Web Services
• Extension Development Tools
Future Directions
Post 12 month planning cycle
Usability
• Improvements across UI’s, particularly for
Sales Reps
• Larger footprint for Simple UI
• Account Center Improvements
• Simplified Activities (Tasks, Appts,
Interactions)
• Key Processes Streamlined
Mobile
• Disconnected for Smartphone & Tablet
• PRM Enhancements for Smartphone
Core Sales, Customer Management
• Multiple Sales Accounts per Customer
• Multi-Org Support
• Audit Trail
• Simple Quotes, Sales Agreements, Pricing
• Partner Self-Service Registration
• Product and Unit-based Sales Quotas
• Territory Mgmt Map Integration
Extensibility & Integration
• Extensible Attributes in Assignment
• Dynamic Layout , UI Drilldown
• OSN Integration for custom objects
• Outlook Extensions via Apps Composer
• Marketing Cloud Integration: Opptys from
Sales to Marketing, Closed Loop Reporting
• EBS & JDE Integration: Bidirectional sync for
Customers & Accounts
Release 8
Usability
• Improved Search Overall
• Additional UI Improvements, more stream-
lined flows
• Cloud On-boarding, simplified set-up
Mobile
• Quotes for Smartphones &Tablets
Social
• More Collaboration Integration, including
Smartphone (OSN)
• Conversion Tracking across earned and
owned media
Core Sales, Customer Management
• Advanced Quote, Partner Quoting
• Embedded Oracle Enterprise Data Quality
Extensibility & Integration
• Custom Objects: M-M relationship, Join Field
• Sandbox Auto-merge
• Bulk Integration via Data Services
• Service Cloud Integration:
• Create Leads from Service
• Create Incidents from Sales
• CRM OD Integration
• Commerce Cloud Integration
Release 9
Oracle Applications: Current Release and Roadmap Oracle Sales Cloud
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Get Oracle Sales Cloud Mobile Today!
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 26
RightNow
Contact Center Experience
TM
RightNow
Social Experience
TM
RightNow
Web Experience
TM
Intent Guide
Web / Mobile Self-Service
Chat / Co-Browse
Email Management
Self-Service Facebook
Support Community
Innovation Community
Social Monitor Dynamic Agent Desktop
Knowledge Foundation
Customer Feedback, Outreach, Analytics
RightNow
Engage TM
Mission-critical Operations
Oracle Service Cloud Solution Overview
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 27
Deliver new web and mobile solutions that create rich and engaging experiences for customers when self-serving to resolve service and support issues
Web Self Service Innovation
Ensure that agent-assisted and self-service experiences are driven by knowledge that is available through any channel, easily searchable, navigable, relevant and based on knowledge management processes
Knowledge Driven Service Experiences
Solutions that allow business administrators to quickly configure and deploy new agent experiences that improve agent empowerment, reduce agent frustration and help resolve customer issues more efficiently
Improve Agent Assisted Experiences for Agents
and Customers
Solutions that address the unique needs of B2C and B2B enterprises as well as the common requirements for these discrete business models
Delivery of Solutions for B2B and B2C Enterprises
Provide enhancements, augmentation and migration strategies and solutions that allow Siebel, EBS and CRMOD customers to leverage their existing investments, reduce TCO and choice in delivering against their own customer experience strategies and initiatives
Unify Oracle’s Service Applications
Oracle Service Key Investment Themes
Safe Harbor: The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be
relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Web Customer Service
• Community: Moderation Queues
Cross-Channel Contact Center
• ATG Commerce Integration
• Mobile: Incident Customizations
• Survey Link Widget & Reminders
• Email Enhancements
• Social Monitor Profiling & Filtering
Knowledge Management
• Advanced Knowledge for Agent
Desktop, WSS
• Knowledge Syndication Widget
Enhancements
• New Languages – Hebrew, Arabic,
Turkish, Swedish
Policy Management
• Agent Desktop interviews
• CAPTCHA
• Rule Assistant
Field Service
• Partnership with TOA Tech.
Current Release
August 2013
Web Customer Service
• Social Self-Service
• Syndicated Widget Framework
Cross-Channel Contact Center
• Incident Collaboration (OSN)
• Advanced Routing Services
• Agent Browser UI
• Advanced Knowledge
• Social Monitoring Enhancements
• Oracle Data Warehouse
Knowledge Management
• Mobile Knowledge Widgets
• AnswerFlow versioning and
deployment
• Knowledge for Siebel Open UI
• Oracle Knowledge for EBS
Policy Management
• Multi-user versioning
• On-premise policy Hub
• In-Memory Policy Analytics
Future Directions
Post 12 month planning cycle
Web Customer Service
• Virtual Assistant & Chat Integration
• Dialog Driven Self Service
• Widget Migration Assistant
• Chat Page Peak
• Community Improved Search
Cross-Channel Contact Center
• Mobile Agent App: iPhone and
Knowledge
• Message Template Enhancements
• Visibility into Report Performance
• Connect Object Explorer
• SSO Identity Provider
• SAML 2.0 Token Support
November 2013
Web Customer Service
• Product Landing Pages
• Self-Service for Siebel
Cross-Channel Contact Center
• Product Registration and
Asset Based SLA’s
• Mobile Photo/video Upload
• Outlook 2013 Integration
• File Attachment Improvements
• Connect Common Object model
expansion
Policy Management
• Interview Enhancements
• Enhanced Rule Navigation
• More Language Parsers
February 2014
Oracle Applications: Current Release and Roadmap Oracle Service
Note: This roadmap highlights our cloud-based functionality. Please see additional product family specific roadmaps for Applications Unlimited details.
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 29
SRM Suite of Products
ORACLE CLOUD
SRM Suite
Social Network Social Data
Social Engagement and Monitoring
Social Marketing
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 30
Provides customers with seamless user experience, workflow, and analytics across Social Suite on desktop & mobile Platforms
Delivery of a Unified Suite of Social Tools
Extend breadth of Social Marketing capabilities to support media (advertising) including sponsored stories and promoted posts
Differentiate with best of breed Social Marketing
Allows businesses to find the signal in the noise of social media networks from sentiment analysis to deep analytics with highly efficient auto-categorization & automated routing
Provide best of Breed Social Engagement &
Monitoring
Support the needs of large, multi-lingual, multi-national, multi-business organizations with support for multiple languages & social media platforms in many countries
Support for Global Deployment & Needs
Integration with Oracle Marketing, Sales, Commerce, & Service to drive unified campaign management, lead flow, contact center engagement, and analytics
Integration with Oracle CX Portfolio
Oracle Social Key Investment Themes
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 31
Oracle’s Application Marketplace Search for appropriate partner solution
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 32
Example: Sales Cloud Marketplace
Contract Management
Data Quality & Enrichment
Document Generation Quotes & Orders
Email & Calendar Sync
Compensation Management
ERP & Data Integration
Collaboration
Sales Planning
Cloud Data Protection
Billing
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 33
Oracle Cloud ISV Ecosystem
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 34
• “Since Oracle decided to commit to the cloud,
they’ve made a number of improvements”
• "There's no company I'd rather partner with to be
the heart of our infrastructure than Oracle”
• "It'll cut Salesforce database server costs in half”
• "Oracle have always been there when we needed
them”
• “Today we have a multi-tenant platform but we are
listening to what our customers are asking us for”
Marc Benioff, 27/06/2013
Confirmation of Oracle Cloud Leadership
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 35
What the Announcement Says
1. Comprehensive nine-year partnership between Oracle and SFDC, encompassing all
three tiers of cloud computing: Applications, Platform and Infrastructure
2. SFDC plans to standardize on the Oracle Linux operating system, Exadata
engineered systems, the Oracle Database, and Java Middleware Platform
3. SFDC plans to deploy Oracle HCM Cloud and Oracle ERP Cloud software internally
4. Oracle and SFDC will work together to build integrations from SFDC CRM to Oracle
HCM Cloud and Oracle ERP Cloud. The integration between SFDC CRM and Oracle
Sales Cloud will enable Oracle to sell IC and TM solutions to SFDC install base.
5. If an Oracle acquired company is running SFDC CRM prior to the acquisition, they will
use it for a limited period before they transition to Oracle Sales Cloud, allowing Oracle
to gain first hand experience of the integrations. This is true for Eloqua, where they
will stay on SFDC to the end of this calendar year.
Key Points
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 36
Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 37