CRM BUSINESS INTELLIGENCE

1. What is Oracle CRM Business Intelligence?

Oracle's CRM Business Intelligence applications , as part of Oracle's E-Business Suite, are designed to provide an enterprise the strategic tools, decision support system, and foundation necessary for smarter E-business. These CRM Business Intelligence offerings allow for effective customer management, optimization of resources across the enterprise, alignment of corporate objectives, and timely execution through real-time web reporting, customizable personal home page, a performance management framework, and comprehensive data cross-drills.

2. What products are in Oracle CRM Business Intelligence?

Oracle's CRM Business Intelligence consists of four comprehensive, powerful, and integrated applications:

• Customer Intelligence
• Interaction Center Intelligence
• Marketing Intelligence
• Sales Intelligence

These applications are bundled within specific products: Oracle Sales Online includes Sales Intelligence, Customer Intelligence.
Marketing Intelligence and Customer Intelligence are bundled with Oracle Marketing Online.
Customer Intelligence is also bundled with Oracle Service Online.
Interaction Center Intelligence is bundled with Oracle Advanced Inbound.

3. What's the difference between Oracle Release 11i and Oracle E-Business Suite?

The E-Business Suite is comprised of applications in 11i.

4. What operating systems are supported by Oracle CRM Business Intelligence?

Operating system support varies by applications. Most applications, however, support Sun Solaris, HP-UX, other forms of UNIX, and in many cases, WinNT.

5. What integration does Oracle CRM Business Intelligence offer with the rest of the E-Business Suite applications?

Oracle's CRM Business Intelligence provides tight and seamless integration and drill-down capabilities with E-Business Suite applications in addition to other Oracle applications.

6. What is Oracle's Performance Management Framework and what are its benefits?

Oracle's Performance Management Framework allows managers to setup target values, both upper and lower limits, for various key performance measures. As these key measures approach the target values, predefined alerts and workflows are triggered - which are generally set to notify responsible parties of potential performance concerns.

Customer Intelligence

7. Will I be able to customize each customer view to what is most important to my line of business?

Yes. Customer Intelligence provides a customizable personal home page. This user-friendly home page allows for easy access to favorite reports, customizable view of key performance indicators, and provides performance measure alerts.

8. What dimensions can I use within the Customer Intelligence Overview report to analyze customer performance?

Customer Intelligence provides a 360-degree view of customers, to manage customer portfolios, and to monitor customer performance.

9. How can I analyze customer satisfaction through Customer Intelligence?

Customer Intelligence allows analysis of customer satisfaction by time and other criteria through quantitative metrics and formulas that the company has defined. The overall satisfaction index is comprised of five sub-indexes: service, quality, shipment, billing, and contract. The company can also drill down to each sub-index when required. In addition, industry bench-marking is made easy by simply entering the industries' average satisfaction index.

10. Will I be able to cross drill to other Business Intelligence reports?

Yes. Customer Intelligence can cross drill to other Business Intelligence reports as well as other Oracle applications.

Interaction Center Intelligence

11. What is Interaction Center Intelligence?

As part of the CRM Business Intelligence offerings, Interaction Center Intelligence provides performance measures, business activities and graphs, interaction center operations, and business results to facilitate better management of the interaction center as well as better customer interactions relative to the enterprise-wide customer goals and objectives.

12. Why buy it?

Merging interaction (call) center, internet and business data, the system can provide insight into call center and business operations, and it enables superior management of customer interactions to meet goals and objectives that cross all lines of business. Interaction Center Intelligence empowers the enterprise to:

• Easily Access Information - Increase individual employee's access to management information from the convenience of any web browser.
• Make Better Decisions - Enables better decisions by providing pre-built reports and analysis workbooks. Analysis workbooks can be drilled down and root causes examined to explain the "why and how" behind company performance.
• Empower Your Workforce - Communicates critical business information to all employees in the enterprise, not just analysts, and in a timely fashion, to make effective decisions.
• Measure Performance - Provides predefined performance indicators that managers use to measure company performance.

13. What enhancements have been made from Oracle Call Center Intelligence 3i to Interaction Center Intelligence through Oracle Release 11i?

There are over sixty pre-built and highly customizable reports which can be generated by Oracle Reports 6.0, a powerful Web-based report building tool. Interaction Center Intelligence now delivers reports across multiple channels and applications, via telephone, email, and other Oracle applications.

14. What kind of strategic level reports does the product provide?

Interaction Center Intelligence is designed for maximum flexibility and ease of use for report generation. The following strategic level reports can be generated:

• Abandon Call Reports
• Activity, Transfer and Transaction Reports
• Availability, Occupancy, and Utilization Reports
• Calls Answered and Offered Reports
• Productivity Reports
• Service Level and Speed to Answer Reports
• Summary Reports
• Time Reports
• Interaction Blending Reports

Marketing Intelligence

15. What types of reports and analysis are available?

The key marketing reports available in user-friendly format are:

• Activity performance
• Campaign performance
• Event performance
• Lead analysis
• Market segment performance
• Market channel performance
• Product performance
• Sales channel performance
• Target segment performance

16. How will Marketing Intelligence help me in developing new marketing strategies and implement at Internet speed?

Through its expansive analysis, robust and yet easy-to-use reports, a performance management framework, and cross-drill compatibility with other Oracle applications, Marketing Intelligence provides a real-time overview on the enterprise's many marketing activities. This in turn allows the enterprise to take actions and respond at Internet speed to changing market needs and demands.

17. Will Marketing Intelligence support other data sources?

Yes. Marketing Intelligence supports data sources from both Oracle applications as well as other legacy systems.

Sales Intelligence

18. What are the benefits of Sales Intelligence?

Sales Intelligence provides senior executives, sales managers and analysts a real-time enterprise view of sales activities. The expansive analysis of sales performance and revenue management provide the means to meet quotas, assess current performance, and make continuous improvements.

19. What analyses are provided and what are the key measures under the Performance Management Framework?

There are eight user-friendly analysis and nine key measures available:

Analysis
1. Sales Force Performance
2. Sales Effectiveness
3. Revenue Management
4. Customer Analysis
5. Accounts Analysis
6. Product Analysis
7. Sales Channel Analysis
8. Pipeline Analysis

Key Measures
1. Bonus
2. Commission
3. Gross Margin
4. Percentage Growth in Revenue
5. Percentage Sales Force At or Above Quota
6. Percentage Sales Force Below Quota
7. Sales Cycle
8. Sales Revenue
9. Sales Win / Loss Ratio

20. How do I get more information on Oracle's CRM Business Intelligence applications?

Please call 1-888-ORACLE1 (1-888-672-2534), Monday through Friday, between 5:00am and 6:00pm PST to speak with a sales representative. Also, more information can be found on Oracle's web site at:
http://www.oracle.com
http://www.oracle.com/appsnet

21. Where can I find pricing on Oracle's CRM Business Intelligence applications?

Please call 1-888-ORACLE1 (1-888-672-2534), Monday through Friday, between 5:00am and 6:00pm PST to speak with a sales representative, or visit Oracle Store at http://oraclestore.oracle.com, within product bundles.