North American Sales CRM On Demand Monday – Aug 24, 2009

1. North American Sales CRM On Demand Monday – Aug 24, 2009 Contact On Demand (COD) Partner Enablement Program

2. WELCOME • Call Attendees • Oracle’s NAS Application Partners • Oracle’s Internal Sales Teams • Webcast Communications • Always recorded • Replay link is posted on OPN in about 5 – 7 working days • OPN > Company Initiatives > North American Applications Resellers > Education> Webcast Replays • Or ask for the link from your Channel Manager • Today’s Presenters • Balaji Sundara Sr. Mgr.; COD Product Management Team • Jeffrey Kirsh Mgr.; COD Partner Enablement Manager • Tim Koehler Director, CRM On Demand Product Marketing • Michelle Hoover Director, NAS Apps Reseller Program

3. Today's Agenda Enablement Program Plan Objectives CRM OD & COD Value Proposition What is the COD Partner Enablement Program Partner Participation Program Deliverables and Oracle Support Contacts for Further Assistance

4. COD Partner EnablementGo-To-Market Objective • Drive more Contact OnDemand license sales • Currently, partners are required to engage OCS to assist or fully implement • Our goal is to create a robust implementation community of fully enabled partners to support MIDSIZE COD opportunities • Our NAS A&C, COD Product Management and CRM Product Marketing are collaborating on creating a COD partner enablement program • We feel this will strengthen the investment our NAS CRM OD partners have made in Oracle and CRM OD.

5. Today's Agenda Enablement Program Plan Objectives CRM OD & COD Value Proposition Program Details Partner Participation Program Deliverables and Oracle Support Contacts for Further Assistance

6. CRM On DemandContact On Demand R16 • Deepest CRM • Sales • Marketing • Integrated contact center • Analytic subject areas • Unmatched Usability • Voice and email channels • Cross Industry applicability • Every Industry needs call center • Enhanced customization, extensibility, and integration

7. Tackling the Toughest Service Challenges

8. More Revenue Opportunity for Our Partners • Uncover hidden demand for contact center • Upsell COD to CRMOD customers • Focus on service opportunity • Drive every qualified opportunity

9. Contact On Demand vs. Competition

10. COD :Key Differentiators • One Vendor. Oracle Brand • Presence in the market • Unified agent and customer experience • Out of box pre-integrated solution (OD and OP) • Analytics • One data center- highly secure

11. Today's Agenda Enablement Program Plan Objectives CRM OD & COD Value Proposition Program Details Partner Participation Program Deliverables and Oracle Support Contacts for Further Assistance

12. COD: Partner Program Details • New program driven by NAS Alliances and Channels • Enables CRMOD partners - resellers / integrators - to become accredited for implementing COD • Eliminates the requirement to engage OCS for COD implementations. • No cost to join COD Enablement Program • Focus on Mid-Market: Companies with < $500 in revenues • Partner agrees to sell 1 deal per quarter. • Access to Oracle Training / Forums • Program is in Beta stage now with 7 partners • General availability planned for Q4FY10

13. Today's Agenda Enablement Program Plan Objectives CRM OD & COD Value Proposition Program Details Partner Participation Program Deliverables and Oracle Support Contacts for Further Assistance

14. Current Status of Enablement Program • Beta Program - Phase 1 • Started Q1 - FY10 • All are CRM On Demand partners today • Combo of resellers and system integrators • MTSI, Promero, Serene, CD Group, AMX, easyCRM, CRMiT • Beta Program – Phase 2 • Enrollment in Q2 - FY10 • Participation in Q3 - FY10 • Program – General Availability • Q4 - FY10

15. COD: Phase 1 - Beta Part 1 • Beta Partner completed 2-week Train-the-Trainer training in July. • Will complete all developed training modules and provide feedback / identify any gaps Part 2 • Beta Partner required to fully implement 1 deal by the end of Q2 FY10, with Oracle oversight. • COD Operations evaluates the partners implementation process and documentation. • Provides feedback at several “health checks” throughout the implementation cycle. • Letter acknowledging COD Partner Accreditation after successful completion of the program

16. COD: Phase 1 - Beta Part 3 • Online courses being developed by Oracle COD Team • They will be offered as self-paced recorded webcasts via OU • Creating Workgroups, Projects and Campaigns • Programming a IVR Script • Enabling COD within CRM OD • Generating Reports • Advanced Administration Functions • Working with COD Operations • How to Manage the Customer • ILT courses under consideration • COD Presales...Identifying and Qualifying COD Opportunities • COD Best Practices workshop

17. COD: Partner Expected to Provide End-User Customer Training • Partners will provide the necessary training to the end-user. • Agent Training • Supervisor Training • Administrator Training • Partners will handle end-to-end project management and follow-on Q&A with their customer. • Partners will have access to COD Forum to obtain answers

18. <Insert Picture Here> Plans For Additional Partner Participation

19. COD: Phase 2 Beta - Other Partners • Beta Phase 2 planned for December ‘09 • 10 Partners will be accepted via nomination • Process will be sent to NAS Channel Managers in mid-September. • Nominations accepted in late October (Rene’ Chapman will handle) • Must be a CP / CAP – certified CRM OD Partner • Must have an opportunity to implement in Q3FY10 • Nomination questionnaire will be required • Sample questions: • Do you currently implement CRMOD? • Describe experience and resources and customers. • CRM license revenue sold or influenced & units in last 12 months • What market segments? • Describe telephony experience • Webinar based training starts in Q3 FY10 (December ’09) • Beta 2 Partners will be required to take these courses • Partners are required to successfully complete the OU CRM OD Administration Essentials course

20. COD: Partner Enablement Program – General Availability • Program fully available in Q4 FY10 • All training available online in OU • Product and Admin Training • Pass assessment test with 80% • Accreditation is based on successful completion • Partner implements 1st COD deal • COD team will assist partner with 1st implementation • Assistance provided FREE of charge • Successful implementation, a letter from COD operations accredits the partner

21. OCS Must Be Engaged –Until General Availability is Announced • Business as Usual – Partner must engage OCS for a COD implementation • OCS & Partner will develop a joint implementation plan • This requirement will continue until Partner has become accredited • Contact information: • Tom Herold • Work Phone: 678.828.0204 • Email: tom.herold@oracle.

22. Today's Agenda Enablement Program Plan Objectives CRM OD & COD Value Proposition Program Details Partner Participation Program Deliverables and Oracle Support Contacts for Further Assistance

23. COD Program Deliverables and Assets Once in the enablement program: • Access to Call Center CRM Home http://crmondemand.oracle.com/en/products/call-center/index.htm • COD courses and webinars via OU • Marketing and Sales Collateral • Documentation • MetaLink access • COD Forum “interactive” participation • Partners can post questions on Forum with their registered Metalink Login • Plans to develop “How to work with COD for Custom Development”

24. COD: Support Model Upon “Go-Live” Stage1: 1st week of Application in Production • COD Ops Team still provides some assistance with customer training and application issues. Customer -> Partner Support -> COD Ops team Stage2: After week 1 of Production Customer calls Oracle directly Customer ->Oracle Customer Care-> COD OPS team

25. Today's Agenda Enablement Program Plan Objectives CRM OD & COD Value Proposition Program Details Partner Participation Program Deliverables and Oracle Support Contact for Further Assistance

26. COD: Contact • Jeffrey Kirsh COD Partner Enablement Manager Jeff.kirsh@oracle.com +1 (813) 451 4546 (Work) +1 (813) 451-4546 (Cell)

27. Summary • Unhidden demand for COD – great upsell with CRMOD • Drive additional Sales & Services revenue • Our goal is to enable our Partners – self sufficiency • No OU training costs to become accredited • Partner Enablement Program – in Beta Stage • Next wave for Partners commences in December • General availability planned for early Q4FY10 • Until GA, partners must still engage OCS • Have your consultants complete the 4-day Live Virtual OU Course > CRM OD Administration Essentials (Course ID: D56680GC10) http://education.oracle.com/pls/web_prod-plq-dad/db_pages.getCourseDesc?dc=D56680GC10&p_org_id=1001&lang=US

28. Q & A