cloud computing: cx saas - oracle · personalization; cross-channel support; pricing &...

Copyright © 2013, Oracle and/or its affiliates. All rights reserved. 105

Cloud Computing: CX SaaS Thomas Kurian Executive Vice President Product Development


Safe Harbor Statement "Safe Harbor" Statement: Statements in this presentation relating to Oracle's future plans, expectations, beliefs, intentions and prospects are "forward-looking statements" and are subject to material risks and uncertainties. Many factors could affect our current expectations and our actual results, and could cause actual results to differ materially. We presently consider the following to be among the important factors that could cause actual results to differ materially from expectations: (1) Economic, political and market conditions, including the current European economic crisis and slowing economic conditions in other parts of the world, can adversely affect our business, results of operations and financial condition, including our revenue growth and profitability, which in turn could adversely affect our stock price. (2) We may fail to achieve our financial forecasts due to such factors as delays or size reductions in transactions, fewer large transactions in a particular quarter, unanticipated fluctuations in currency exchange rates, delays in delivery of new products or releases or a decline in our renewal rates for support contracts. (3) Our hardware systems revenues and profitability could decline further, and we may fail to achieve our financial forecasts with respect to this business. (4) We have an active acquisition program and our acquisitions may not be successful, may involve unanticipated costs or other integration issues or may disrupt our existing operations. (5) Our international sales and operations subject us to additional risks that can adversely affect our operating results, including risks relating to foreign currency gains and losses. (6) Our periodic workforce restructurings, including reorganizations of our sales force, can be disruptive. (7) If we are unable to develop new or sufficiently differentiated products and services, or to enhance and improve our products and support services in a timely manner or to position and/or price our products and services to meet market demand, customers may not buy new software licenses, cloud software subscriptions or hardware systems products or purchase or renew support contracts. A detailed discussion of these factors and other risks that affect our business is contained in our SEC filings, including our most recent reports on Form 10-K and Form 10-Q, particularly under the heading "Risk Factors." Copies of these filings are available online from the SEC or by contacting Oracle Corporation's Investor Relations Department at (650) 506-4073 or by clicking on SEC Filings on Oracle’s Investor Relations website at http://www.oracle.com/investor. All information set forth in this presentation is current as of September 26, 2013. Oracle undertakes no duty to update any statement in light of new information or future events.


The following 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.


Oracle’s Strategy

 Deliver a single, integrated, engaging, and highly personalized customer experience with a unified customer experience cloud

 Across all interactions a customer or prospect has with an organization across the entire lifecycle

 Across all channels through a customer or prospect interacts with an organization

 Across all systems and functions through which an organization interacts with its customers and prospects

 On a common foundation platform which provides social, predictive analytics, integration and extensibility


Oracle Cloud: Customer Experience

Mobile Social

In Store Contact Center Field Service

Direct Sales

Channel Sales Web

Customer Experience Foundation Social Network Mobile Analytic KPIs &

Dashboards Predictive Analytics Integrations

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Integrated Customer Experience Foundation

CONTENT Oracle Sites & Endeca

SOCIAL Oracle Social Cloud

MARKETING Oracle

Marketing Cloud

SALES Oracle Sales Cloud

COMMERCE Oracle

Commerce Cloud

SERVICE Oracle Service Cloud


Software-as-a-Service Marketing

Content Marketing

Sales Enablement

Social Marketing

Loyalty Marketing

Lead Nurturing and Scoring

Multi-Channel Campaign Management

Targeting and Segmentation

Marketing Measurement


Software-as-a-Service Sales

Installed Base

Sales Campaigns

Partner Relationship Management

Territory Management

Sales Prediction

Forecasting Leads and Opportunities

Quota & Compensation Management


Software-as-a-Service Customer Service

Mobile Self-Service

Web Customer Service

Chat and Co-Browse

E-mail Management

Knowledge Management

Support Communities

Cross Channel Contact Center

Policy Management


Software-as-a-Service Social Relationship Management

Social Marketing

Social Data & Insight

Social Networking & Collaboration

Social Listening & Engagement

Social Foundation (Data Mgmt, Integration Tools, Process Automation, Analytics)


Competitive Differentiators

  Only Cloud offering complete B2B and B2C CX Capability –  Complete B2C Marketing, Commerce, and Social Cloud

  Modern Multi-Channel Marketing Cloud with unified view of leads –  Higher Quality Leads vs. using separate systems for e-mail & Web Marketing

  Modern Sales Cloud helps sales teams sell more –  Identify better deals, prioritize opportunities, integrated Analytics

  Lower Cost and Highly Differentiated Customer Service –  Best of Breed Knowledge Management, Policy Automation, and Case Management

  Unified Social Relationship Management Platform –  Social Listening, Marketing, Engagement in single Data Model, Workflow, UI

  Unified Analytics, Dashboards, Planning, Prediction across CX Suite

vs. Other CRM Cloud Vendors


Customer Examples


Customer Examples Business Benefits

  Quad Play Telco provider uses Oracle’s CX Suite to build an engaging customer experience across multiple channels

  Benefits: Single Customer Experience Platform across retail, online, and direct channels

  IKEA achieves global reach across all channels for “Commerce Everywhere” using Oracle’s CX Suite

  Benefits: Unified global online & retail presence including personalization; cross-channel support; pricing & promotions

  Leading manufacturer of measurement and automation for semi-conductors uses Oracle Marketing Cloud

  Benefits: One master global program maintains consistency across countries and improves productivity of marketing team

  Leading payment processing provider for mail order and Internet retailers uses Oracle Sales Cloud

  Benefits: Improved Territory Management; enhanced Sales Intelligence; Significantly better Sales Rep Productivity



  Uses Oracle’s CX Suite (Commerce, Service, Social) & Industry Applications to transform its business processes

  Benefits: Single Customer Experience Platform across retail, and online channels

  Leading Financial Institution transformed its online and contact center customer experience with Oracle’s CX Cloud

  Benefits: Fast, cross-channel customer service; Increased agent efficiency 97%; Reduced email workload by 55%

  Training Command uses Oracle’s CX Cloud to support 1 Million soldiers and civilians across 32 Locations in 16 Countries

  Benefits: Cross-Channel Contact Center; More efficient Knowledge Management; Web Self-Service lowering costs

  Leading airline improves its customer service and revamped its loyalty program using Oracle’s CX & Social Cloud

  Benefits: Uses a new Instagram module for Facebook; major increase in loyalty members; improved customer engagement


  Leading Waste Management company uses Oracle’s Service Cloud & Supply Chain solutions to streamline customer service

  Benefits: Accelerated case resolution; 70% faster new customer setup process; superior customer experience with single portal

  Leading Consumer Products company uses Oracle’s Social Cloud to build its brand on Social Media

  Benefits: Gains customer feedback in real time about event effectiveness, brand health and new brand opportunities

  Leading Office Supply Store uses Oracle’s Commerce Solution to improve customer experience

  Benefits: Increased average order values 60% per user; lowered site abandonment rate; improved Search Traffic



Summary


Oracle’s Strategy: Summary

 Oracle has a strong new product cycle with new releases and products in database, middleware, and packaged applications

 Oracle has the world’s best engineered systems portfolio combining hardware with breakthrough software innovations

 Oracle’s in-memory database and applications are highly differentiated from competitor offerings

 Oracle has best-in-class software-as-a-service offerings in IaaS, PaaS, ERP, HCM, and CX

cloud computing: cx saas - oracle · personalization; cross-channel support; pricing &...

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