What’s Next for Oracle CX Business Analytics Greg Rice Director, Product Management Oracle...

Whats Next for Oracle CX Business Analytics Greg Rice Director, Product Management Oracle Business Intelligence Applications October 1, 2014 Copyright 2014, Oracle and/or its affiliates. All rights reserved. | Cloud-Based, Integrated Solutions

Copyright 2014, Oracle and/or its affiliates. All rights reserved. | Safe Harbor Statement 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 Oracles products remains at the sole discretion of Oracle.

Copyright 2014, Oracle and/or its affiliates. All rights reserved. | Program Agenda Evolution in Oracle CX Analytic Applications Oracle Business Analytics Strategy Oracle Business Analytic Applications for CX Direction Q&A 1 2 3 4

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | CX Analytics Demos Come visit us at the Oracle CX Analytics demo station in the CX Central Demo Grounds, located at - Moscone Center West Exhibition Hall, Level 2 Directly across from Oracle Marketing demo area

Copyright 2014, Oracle and/or its affiliates. All rights reserved. | On-premise packaged Oracle business analytics applications, such as - CRM Analytics (Sales, Service, Marketing, Loyalty, Pricing, etc.) ERP Analytics or HCM Analytics Oracle Commerce analytics Oracle Sales Cloud Analytics or Oracle CRM On Demand Analytics Other Oracle cloud-base applications (e.g. RightNow, Eloqua) Other Audience Poll Audience members using -

Copyright 2014, Oracle and/or its affiliates. All rights reserved. | Oracle BI Applications Rapid Performance Insight for CRM, HCM & ERP Applications CRM ANALYTICS ORACLE BUSINESS INTELLIGENCE FOUNDATION AND OTHER OPERATIONAL AND ANALYTIC SOURCES SOURCE ADAPTERS: ERP ANALYTICS

Copyright 2014, Oracle and/or its affiliates. All rights reserved. | On-Premise CRM Analytics Focus Supporting On-Premise CRM Applications CRM ANALYTICS ORACLE BUSINESS INTELLIGENCE FOUNDATION AND OTHER OPERATIONAL AND ANALYTIC SOURCES SOURCE ADAPTERS: CRM Application Sources (On-Premise) External Data (via Universal Adaptor) Oracle E-Business Suite

Copyright 2014 Oracle and/or its affiliates. All rights reserved. |Oracle Confidential Internal9 Lower Cost Reduced infrastructure cost Reduced IT maintenance cost Reduced customization and upgrade cost Faster Innovation Faster pace to product innovation Modern, global platform Shorter upgrade cycle State of the Art Analytics Best-practice analytical content User experience-focused design Seamless integration Lower Risk Reduced administrative burden Guaranteed system availability Scalable platform for future expansion Emergence to Cloud Enables businesses to better focus resources on core mission & competencies

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | CRM Business Analytics in the Cloud Pre-integrated content for lines of business including sales, service & marketing, engineered as a single system with single UI Single-Source Business Analytics Oracle Fusion Sales Cloud Oracle CRM On Demand

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Matrix shows operational applications supported by Oracle BI Applications ETL. To see which specific operational application modules are supported, and by which specific BI Apps, see product documentation Released 2014 - BI Applications Coverage for 11.1.1.8.1 Supported in BI Apps 11.1.1.8.1 - ODI Supported in other BI Apps Version Oracle Confidential Internal11 Ongoing Investment in Established Oracle BI Applications

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Whats New In 11.1.1.8.1 for CRM? Historical Snapshot Enhancements Support both time based and event based snapshots for Fusion CRM and Siebel CRM sources to enable historical tracking and analysis of opportunity revenue and sales stage changes over the entire sales cycle Historical Forecasting Enhancements Deliver forecast revenue reports that are historically accurate for purposes of trending and comparison, when territory re-alignments and product hierarchy changes take place Reporting on Descriptive Columns Select metrics and attributes extracted to Endeca for analysis. Key descriptive columns added to BI Apps Warehouse and exposed in various subject areas in Sales, Price, Service and Marketing Analytics Fusion Application On-Premise Adaptor Move Fusion Cloud data to on-premise OBIEE / BI Applications Data Lineage Analysis & Documentation Track data lineage from source to target Order Revenues Source Order Revenue information from external sources using Universal Adapter New source system version certifications Service and Price Analytics now support EBS 12.2 Upgrade Support Upgrade path from 11.1.1.7.1 to 11.1.1.8.1 Configuration Mgmt. Improvements System set up and load plan definitions Performance Improvements

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Sales Cloud Capabilities Delivered Past 12 Months Improved analytic insights, usability and access Embedded Reports in simplified UI for better user experience and appeal Configurable Sales Dashboard Interactive pre-built reports for Opportunities, Accounts, Leads, Activities and Partners Historical Opportunity & Forecast Trending New Subject Areas supporting custom reports for Opportunity team, Account Team and Contacts Mobile access Improved Subject Area Documentation

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Recommended Oracle Sales Cloud Analytics Sessions CON7193Oracle Sales Cloud: Release 9 Essentials and Roadmap for Sales Analytics Thursday, October 2 11:30 AM 12:15 PM Moscone West, 3011 CON7453Oracle Sales Cloud Customer Panel: How to Best Utilize Oracle Sales Analytics Thursday, October 2 3:15 PM 4:00 PM Moscone West, 2011 Visit the Oracle Sales Cloud Analytics Demo Station in the CX Central Demo Grounds, located at - Moscone Center West Exhibition Hall, Level 2 Oracle Sales demo area

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Oracle CX Complete Customer Experience Cloud Platform Oracle Marketing Integrated Customer Experience Foundation Social NetworkMobileIntegrations Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social Analytic KPIs & Dashboards Predictive Analytics

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | One Experience Cross Channel Oracle integrates the cross-channel journey that your customers experience Sales Service MarketingSocial CPQCommerce Requires integrated, cross-channel analyses to answer questions such as: How do I analyze the complete Campaign-to-Cash process? Marketing/Sales Cloud + ERP What is my Book-of-Business risk? Sales/Service Cloud + ERP What portion of Booked Revenue may not be recognized for this quarter by Accounting & Finance? Sales Cloud + ERP What Opportunities are at risk due to Service issues? Sales/Service Cloud How is CSAT impacted by unfilled headcount, tenure and skill gaps? Service Cloud + HCM

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Today we will discuss Oracles plans to provide CX business analytics - Integrated across the CX suite Cross-source, multi-pillar metrics and analyses Common, unified underlying analytic solution across CX Delivered in the Oracle Cloud Supporting both CX Cloud applications and CRM Apps Unlimited applications Cross Channel Customer Analytics Customer Intelligence across Lines of Business or Channels

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | In The Cloud On- Premise Oracle Business Analytics Strategy Any Data Packaged Analytic Applications Engineered Systems Overview Full Suite of Analytic Tools 20

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Chief Customer Officer Design and ensures a consistent, high-quality customer experience across all touch points Develop customer service & support strategy Ensure high customer loyalty, CSAT & advocacy Hire, manage and retain high-performance service, support & customer experience talent Chief Revenue Officer Acquire, develop and retain profitable customer relationships Develop and execute revenue generation strategies to achieve goals and growth Hire, manage and retain high-performance sales and marketing talent Finance Analyst Deliver relevant, timely and meaningful financial information to front-office business leaders Consolidate and synthesize cross-domain metrics Monitor key metrics across sales, marketing, service, finance & customer experience activities Monitor cost and efficiency of CRM programs Actionable Insight for Every Role 22Oracle Confidential Internal

Copyright 2014 Oracle and/or its affiliates. All rights reserved. |Oracle Confidential Internal23 CX Analytics Maturity Model CRM Information Maturity Transactional Increasing Business Value Strategic Transactional Data & Basic Analyses Consolidated Reporting Cross-process and Functional Analysis Predictive Analysis What is happening? Why is it happening? What might happen? Basic Pipeline, Forecast and Opportunity Reports Basic trending Fixed hierarchy reporting Ad-hoc analyses Process-specific analyses Integrated Analytics Multiple sources of data Multiple hierarchies Advanced cause and effect analyses Exploratory analyses Predictive Analysis Scoring Regression Analyses A/B test analyses Risk identification and Analysis What -if scenario analysis Advanced Analysis Advanced historical trending Comparative analyses What changed and why analyses Rolling averages Scorecards As Is vs. As Was Optimized for large data volumes & high performance Simple list reports Single source of data Can we change what is happening?

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Real time insight on transactional data and events Embedded within every Oracle SaaS application (e.g. CX) Single source, single function (single pillar) Build on BI Foundation Suite Secure security roles of Source Application Extensible understands and confirms to transactional data model extensions Built for LOB Users Mobile, Packaged KPIs, Alerts Oracle Analytics Cloud Oracle Transactional Business Intelligence (OTBI) for Oracle SaaS Applications General Availability Now

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Broader SaaS Analytics for Cross Source, Cross Functional & Cross Subject Area insights e.g. Sales & Service, Sales & ERP Deeper SaaS Analytics for advanced historical trending, predictive analyses, data mining, etc. Faster SaaS Analytics for larger data volumes and more intensive processing Cloud & On-Premise data sources e.g. Cloud CRM, On- Premise ERP Data warehouse-based analyses using BI Foundation Suite Extensible & Secure similar to OTBI Built for LOB Users Mobile, Packaged KPIs, Alerts Oracle Analytics Cloud Oracle Transactional Business Intelligence Enterprise Edition (NEW) Announcing! In Preview

Copyright 2014 Oracle and/or its affiliates. All rights reserved. |Oracle Confidential Internal26 CX Analytics Maturity Model CRM Information Maturity Transactional Increasing Business Value Strategic Transactional Data & Basic Analyses Consolidated Reporting Cross-process and Functional Analysis Predictive Analysis What is happening? Why is it happening? What might happen? Basic Pipeline, Forecast and Opportunity Reports Basic trending Fixed hierarchy reporting Ad-hoc analyses Process-specific analyses Integrated Analytics Multiple sources of data Multiple hierarchies Advanced cause and effect analyses Exploratory analyses Predictive Analysis Scoring Regression Analyses A/B test analyses Risk identification and Analysis What -if scenario analysis Advanced Analysis Advanced historical trending Comparative analyses What changed and why analyses Rolling averages Scorecards As Is vs. As Was Optimized for large data volumes & high performance Simple list reports Single source of data Can we change what is happening? OTBI Enterprise OTBI Standard OTBI and OTBI Enterprise together cover the Full Spectrum In Preview

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Interact on any mobile device with BI Mobile HD Create native, mobile- specific apps with BI Mobile Application Designer (MAD) Use in any distribution format Web / Email / Print Oracle Confidential Internal28 Complete Mobile & Workstation Support Available any time, any place In Preview

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | How OTBI Enterprise for CX Works Cross-Source, In-Depth, Historical, Predictive Oracle SaaS Cloud OTBI Enterprise CX Sales Service Oracle CX Cloud Marketing In Preview Siebel, EBS, etc. Data uploaded via Storage Service On-Prem Data Developed by Partners and Customers using the OTBI-E Universal Adaptor Framework (via Storage Service) 3 rd Party

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | OTBI-Enterprise for CX Product Development Direction Building connectors from each CX application to OTBI-Enterprise Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social OTBI Enterprise for CX E-Business Suite 12.2 (Service & Pricing) Siebel 8.2 ERP/Finance HR/HCM Connector In Preview

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | On-Premise Deployments Also Supported by Connectors Cloud, On-Premise or Hybrid Deployments Financials, ERP, Siebel, EBS, etc. Oracle BI On-Premise Deployments (OBIEE) Fusion BI Apps 3 rd Party Data Sources Oracle On-Premise Data Sales Service Oracle CX Cloud Marketing In Preview

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | CX connectors let you analyze CX Cloud application data in OTBI-Enterprise CX Cloud application data in on-premise OBIEE deployments Oracle CX on-premise application data (e.g. Siebel) in OTBI-Enterprise External data in OTBI-Enterprise (mapping to existing subject areas) ERP and HCM connectors provide the same capabilities, respectively Complete Analytics for Cloud, On-Premise & Hybrid Uses Cloud Connectors provide flexible data movement to the Oracle BI system(s) of choice In Preview

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Automated Provisioning Fast Deployment (nothing to buy and nothing to install) 99.5% Service Availability Pre-built ETL Designed to Extract from over 150 Operational Tables No Configuration or Development Required Pre-built Dashboards, Reports, Metrics, & KPIs Pre-built BI Metadata Ad-hoc Analysis & Custom Reporting Pre-built Data Warehouse 47 Star Schemas 24 Subject Areas Designed for CX Analyses Oracle Confidential Internal33 Content Data Warehouse Service Delivery Data Integration OTBI Enterprise for CRM OTBI Enterprise for CX Solution Components In Preview

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | One Experience OTBI-Enterprise CX Answers the Cross-Channel Questions Delivers cross-channel and cross-pillar analyses Sales Service MarketingSocial CPQCommerce Integrated, cross-channel analyses answers questions such as: How do I analyze the complete Campaign-to-Cash process? Marketing/Sales Cloud + ERP What is my Book-of-Business risk? Sales/Service Cloud + ERP What portion of Booked Revenue may not be recognized for this quarter by Accounting & Finance? Sales Cloud + ERP What Opportunities are at risk due to Service issues? Sales/Service Cloud How is CSAT impacted by unfilled headcount, tenure and skill gaps? Service Cloud + HCM In Preview

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Recommended Remaining Business Analytics Sessions GEN9379General Session: Oracles Big Data Strategy Unified Data Management and Analytics Wednesday, October 1 11:30 AM 12:15 PM Moscone West, 2008 CON7730Customer Panel: Real-World Value with Oracle BI Applications Wednesday, October 1 12:45 PM 1:30 PM Moscone West, 3016 CON7733Whats Next for Oracle Business Intelligence Applications: A Sneak-Peak at the Roadmap Tuesday, Sept 30 10:45 AM 11:30 AM Moscone West, 3014 Completed Session (Slides To Be Available Online)

Appendix

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | New Subject Area Documentation 8 subject area documents available today, with more coming Complete business description of subject area (SA) Types of business questions answered by SA Job roles and BI duty roles needing access to SA Dimensions, including Name Complete description Special considerations CRM application navigation Facts and Metrics Name Complete description Special considerations Calculations Each subject area document contains -

Copyright 2014 Oracle and/or its affiliates. All rights reserved. | Oracles Application Cloud Today Global Human Resources Talent Management Marketing Sales Service Configure, Price, Quote Social Financials Procurement Project Portfolio Mgmt Transportation & Trade Materials Mgmt Product Value Chain Rapid growth across new and existing customers Integrated business processes and actions Rapid insights with In-place Analytics 44 Application solutions spanning the enterprise CX, HCM, ERP & SCM

What’s Next for Oracle CX Business Analytics Greg Rice Director, Product Management Oracle...

Documents

Transcript of What’s Next for Oracle CX Business Analytics Greg Rice Director, Product Management Oracle...