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

WELCOME Call Attendees Webcast Communications Today’s Presenters 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 2

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 3

COD Partner Enablement Go-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.

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 5

CRM On Demand Contact On Demand 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 Oracle CRM On Demand Release 16 is a very significant release. We’ve: Further enhanced core CRM capabilities such as in Sales, with forecasting enhancements further tailored for the best practices of individual companies. Added to the application’s ease of use with faster access to information and fewer clicks – to increase efficiency user adoption in your organization Added prebuilt industry objects in the insurance, wealth management and life sciences markets. This increases the verticalization of CRM On Demand to further meet the requirements of specific industries. Added a number of languages – including Danish, Dutch, Finnish, Polish, Russian, Swedish, Thai and Traditional Chinese – to increase global user adoption of the application. Done a huge amount of work in the area of customization, extensibility and integration. In addition to providing a significant of prebuilt custom objects, we now support unlimited custom objects, so organizations can extend the application and incorporate as many custom objects as they want. Bottom line: we offer more embedded functionality than any other on demand CRM application and now offer the strongest extensibility capabilities. 6

Tackling the Toughest Service Challenges Trends: Retail – QVC – 4,500 agents. Beat SAP. Healthcare: Walgreens, McKensson expansion, Auto: Volvo, Hyundai, Tata, Toyota Telco Expansions:Turk Telecom, PT, TNZ Self Service Momentum: Visa, KPN, Cox, NetCologne, Swisscom, TI, Grupo Aval Ebilling: BSC, Telstra, Tikona CRMOD: Equiinix, Eclipsys, DTV COD Differentiation: DTV, Cummins, Equinix, QVC McAfee: 1,500 seats. 24/7 Global Consumer Help Desk. Includes web portal, 400,000 SRs in SOD per month Polk: 1) price 2) JDE integration 3) well executed by rep 4) analytics QVC: 4,500 users Aircell: 6K users 7

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 Lots of applications claim to help you do more. Oracle CRM On Demand helps you do more of the right activities. By alerting you and your team of the hidden potential within your territories and quickly helping you separate the wheat from the chaff you truly will be able to do more with less. The combination of Oracle CRM On Demand’s territory management capability with the opportunity identification capabilities of Oracle Sales Prospector provide you with the unique ability to uncover hidden demand in your territories. It is no secret that companies everywhere are reducing the number of vendors they want to work with. Serving more of the needs of your customers is one way to increase your chances of becoming a vendor of choice. Oracle CRM On Demand aligns marketing and sales so that everyone understands the priorities, and there is continuous feedback regarding lead quality. With the right tool in place to orchestrate this process you will quickly become a learning organization more capable of focusing your resources. With Oracle Sales Prospector, you can leverage historic, current, and third party data to pinpoint the right prospects for any opportunity. Sales reps effectively become their own lead generator, identifying the highest quality leads in their territories on their own. Every sales leader knows that the names of the game in sales are coverage and execution. To sleep soundly at night, you want to know that every qualified opportunity is covered and being driven to the best extent possible. With Oracle CRM On Demand’s territory management capability as well as our Social CRM applications that empower reps to validate their own territory coverage, you can be assured that your team is doing everything possible to make even the most aggressive sales targets. 8

Contact On Demand vs. Competition CRMOD + COD Salesforce.com SAP-BCS (Wicom) Integrated Real time Call Center and CRM Analytics Yes Limited Unknown Integrated Historical Call Center and CRM Analytics Product Support 24x7x365 Oracle Support CRM – SFDC Call Center- 3rd party SAP Integrated Multi- Channel ACD No CRM Hosted By Oracle SFDC No Hosting Call Center Hosted By 3rd Party Product/Solution Available since 2004 March 2008 ? Let me be more specific about the concept of “single sourcing functionality from one vendor.” You could also call it “completeness.” In short, when you look at the dimensions of what organizations need from an on demand CRM solution, we offer unprecedented value. We are NOT about providing core CRM competencies through third party solutions. 9

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 3 key differentiators as to why Oracle CCOD is better…

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 11

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 Engage OCS if you need to

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 13

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 Invitation was extended by COD management based on recommendation from NAS channels Beta partners had a deal in Q1 or Q2

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 CRMOD has demo account, development account and reduced price accounts Resellers get a discount on list price and they get margins on every deal >>Integrators - if the deal is net new they get referral fee.

COD: Phase 1 - Beta Online courses being developed by Oracle COD Team 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

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

<Insert Picture Here> Plans For Additional Partner Participation

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

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

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.

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 22

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”

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

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 25

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

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

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