Oracle Sales Cloud CON9382 - Leveraging Oracle Fusion Customer Hub to Maximize Quality and Enhance Customer Experience

1. Oracle Sales CloudCON9382 - Leveraging Oracle Fusion Customer Hub to Maximize Quality and Enhance Customer Experience Manoj TahilianiSenior Director, Oracle Sales Cloud Product Management Gaurav Arora, Partner, Kaygen

2. Safe Harbor 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.

3. Join The CX Conversation @ OpenWorld #CX #OOW13 @OracleCX

4. Program Agenda • Oracle Customer Experience • Customer Data Management • Demo – CX Integration • Key Take Aways

5. Oracle Customer Experience

6. CDM is a Foundation for Customer Experience HBR Paper - Delivering on the Promise of Great Customer Experiences Download at: http://www.oracle.com/mdm

7. Oracle Customer Experience In Store Contact Center Social Field Service Mobile Direct Sales Channel Sales Oracle Marketing Oracle Commerce OracleSales Oracle Service Oracle Social Web Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle Integration and BPM/SOA Tools Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools Deployed modularly for discrete business problems or as a suite of applications Complete portfolio of best-of-breed solutions to deliver superior customer experiences Open and standards based, enabling extension and integration with existing & partner solutions

8. Application Services Sales • Customer Master Data Management Territory & Quota Management Incentive Compensation SFA Sales Prediction SFA Campaign and Lead Management Sales Forecasting Partner RelationshipManagement Sales Analytics Integration Analytics Social

9. SCM EBS Siebel Call Center Integrated Sales and Marketing Cloud with CDM Integrated Customer Data in Sales & Marketing Cloud Consolidated, clean, enriched, and complete customer data Bring in Eloqua Marketing Data into Sales Cloud Standardize and Match Account and Contact Data Merge Duplicate Records Higher Quality Leads for Sales Reps to Target Sync Clean Data Flexible real-time de-duplication for accurate customer information Sales Cloud + Customer Data Management Periodic batch de-duplication for import of customer data Integrated at marketing and service events

10. Customer Data ManagementAddressing Key Pain Points of typical CX Deployments Data Proliferation Heterogeneity Data Degradation Customer Data Management

11. Key Drivers • DRIVE MORE REVENUE by improving social insights, cross-sell/upsell, customer retention, campaign response rate, and reducing sales cycle times • INCREASE OPERATING MARGINS by reducing IT costs, cost credit risks, and non-compliance risks • DO MORE WITH LESS RESOURCES by enhancing staff productivity by better territory alignment, and sales performance management Geeta/Justin: what do we have for analytics that is unique to deliver on this value proposition? Transaction BI Reporting? GWD: We do have real-time campaign results. We also have out of the box metrics, but not many OOTB Reports.

12. Fusion Customer Data Management Cloud Service

13. Fusion Customer Data Management Highlights • Enterprise Grade CDM Cloud Service embedded within Oracle Sales Cloud • Prebuilt Cloud integrations available between Oracle Sales Cloud, Service Cloud and Marketing Cloud • Prebuilt Integration between Oracle Sales Cloud and EBS • Robust Data Quality and Customer sync capabilities leveraging Hub-and-Spoke Architecture

14. Fusion Customer Data Management Capabilities • Consistency across applications • Lower data management costs & Better Reporting • Enterprise foundation for agility & innovation • Bringing People, Processes and Technology together Web Services GOVERN Steward Dashboard SHARE Analytics Trusted Customer Data Export Collaboration Roles & Relationships Related Data Entities File Import Merge/Link Web Services Enhanced Match Identification & Cross-Reference CLEANSE Address Validation CONSOLIDATE Survivorship

15. Clean Customer Master Data with Sales Cloud • Target sales organization better with consistent, shared customer information • Customer 360: a complete view of customer • Clean Customer Data: standardize, analyze, and cleanse customer data • Unified View: Across Marketing, Sales, Service, Social & Installed Base

16. Comprehensive Party Model and 360 View • Single party record to model all interactions between party and the deploying company • Drag and drop UI provided to model multiple hierarchies per corporate family • Single view of customer attributes, relationships and child entities delivered • Any relationships between two parties can be modeled

17. Robust Hierarchy Management for B2B • Manage large enterprises w/ complete hierarchy structures and revenue roll-ups. • Native capability within Fusion Customer Hub. • Supports billing vs. customer vs. D&B hierarchies. • Create/edit/version a hierarchy. • New hierarchy visualization (R8).

18. Closed Loop Data Quality • Integrated real time deduplication and cleansing to prevent bad data during entry. • Periodical batch deduplication and cleansing to continuously correct bad data • Integrated metrics & dashboards enables continuous monitoring of data quality. • Guided as well as Auto-Merge process to facilitate generation of best version record

19. Integrated Steward Dashboard and Governance • Consolidated steward dashboard to provide single landing page for all steward tasks. • Embedded analytics to provide in context insight into data management status • Enterprise merge agreement rules codified using business rules engine • What-if analysis/ simulation, Business Glossary, Centralized Data Policies to reduce errors and efforts

20. Real-Time Collaboration • See updates from people & business objects in a single facebook like UI • Use the collective knowledge of your team and networks • Instant access to sales resources & recommendations • Work across the company – across deals, teams, departments.

21. Configure and Extend Administration Configuration Web Services/Groovy Access Control Object Workflow Authentication / SSO Services Search Engine Reporting & Analytics Multi-Device Multi-Language Multi-Currency

22. Full Lifecycle Support Business Analysts Model Processes Administrators Extend the product Implementers Set-up Sandbox & Environments Business Owners Tailor processes Business Users Collaborate and Innovate Team Measure, analyze, improve, govern IT Operations Manage, Deploy and Monitor

23. Oracle Cloud Data Centers 25M Users Rely on Oracle Cloud Everyday Linlithgow Chicago Amsterdam Santa Clara Japan London Oklahoma City Singapore Toronto Austin Sydney State of the Art Facilities 99.999% Availability Power & HVAC Defense in Depth Security & Compliance Best in Class SLA, RPO, and RTO 15,000 Global Support Personal, 27 Languages

24. Partner Strategy

25. Oracle Sales Cloud Key System Integration Partners

26. Oracle Cloud MarketplaceEmpower your Cloud Business Customers:Cloud computing marketplace where Oracle customers can easily browse, evaluate and buy trusted business applications Partners:A new cloud applications distribution channel that generates demand for our partners and extend their success in the cloud

27. Demo - CX Integration

28. Roadmap

29. Roadmap Highlights • Improved data quality with geo-coding and spatial support • Enhanced Survivorship • New CDM Dashboard • Social Data and Insight Service • Integrated CDM+Sales Cloud with EBS

30. New CDM Dashboard

31. Social Data and Insight Service • Data about common business entities such as Companies and Contacts • Provides Reference Data (D&B, Social Handles) and Insights (e.g. account/brand sentiment, purchase intent) • Integrated with CRM (Sales Account Center and Customer Hub) to keep a single, clean view of the Customer • Import new, match and clean existing Accounts and Contacts real-time or high volume batch Account Contacts Competitors Brands/Products Social Handles Master Reference Data + Social Monitoring = “Social Insights”

32. Fusion CDM to ERP (Roadmap)Opportunity to Quote with e-Business Suite 12.1 • EBS Quotes, Configuration, Pricing • Create Quotes • Update Quotes Inline UI Sales Cloud E-Business Suite ERP Data Sync Accounts Accounts Contacts Contacts Installed Base Installed Base

33. Fusion Customer Hub: Current Release and Roadmap • Core Mastering • Enhanced Import/Export • Enhanced Address Cleansing • Duplicate Identification in Batch • Standalone Contact Enhancements • Batch Auto Merge • User Experience • Enhanced Customer 360 UI • Social • Wall/Conversations for Customer within OSN • Extensibility & Integration • Eloqua Integration: • Sync Contacts, Accounts • EBS Integration: • One-way Sync Accounts; • Service Cloud Integration: • Sync Accounts • Core Mastering • Survivorship Rules to Automate Merge • Enhanced Contact & Household Management • Enhanced Data Quality • Geocode and spatial support • Usability • Improve Usability and Navigation • File Import Enhancements • Extensibility & Integration • Extensibility Enhancements • EBS & JDE Integration : • Bi-directional Sync Account • Enhanced Mastering • Enhanced Export/Import Framework • Enhanced Data Quality • Enterprise Data Quality Support for Matching and Address Validation • Usability & Governance • Enhanced Dashboard & Governance • Data Services • Enhance Account and Contact Data Enrichment along with Social insight • Extensibility & Integration • Configurable installed base/asset • Enhanced Service Cloud Integration to support Contact Sync • Enhanced Account and Contact APIs to support CX and ISV real-time and bulk integrations • Enhanced Mastering • Enhanced Customer hub Process Automation • Unmerge • Enhanced Data Quality • Data Profiling • Usability & Governance • Enhanced Dashboard & Governance • Data Services • Enhanced Enrichment • Extensibility & Integration • Ongoing CX Cloud Integration enhancements • Industry Specific Customer 360 Release 9 Release 7 Release 8 Future DirectionsPost 12 month planning cycle

34. Key Take Aways

35. Take Aways • Enterprise Grade CDM capabilities embedded within Oracle Sales Cloud • Prebuilt Cloud integrations available between Oracle Sales Cloud, Service Cloud and Marketing Cloud • Prebuilt Integration between Oracle Sales Cloud and EBS • Robust CDM Customer sync capabilities leveraging Hub and Spoke Architecture

36. Oracle Sales Cloud Track Sessions

37. Stay Connected With CX