COD Partner Strategy SR. Principal Product Manager, Balaji Sundara COD Operations Director, Justin Bissing

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved CCOD Partner Strategy Beta Stage Training, DOC, Collateral Process Sales and OPS Engagement Demo and Staging Applications to sell Work with 5 partners to introduce the program Exists, Roll out the rest of training/Doc, collateral exists PM and Ops to work on Process. Basic process done Define Sales and Ops engagement Framework in place Partners can sell COD Multi-tenant and COD single tenant

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved Multi-Tenant Delivery Model Shared Pods in Oracle Data Center Single Maintenance Window Every Friday at 10pm Mountain Standard Time Timed Upgrade All customers Upgraded to the latest release Security Customer specific database on a shared database instance. Telephony Oracle provided telephony Performance Optimized database and Contact Center Servers for best overall performance. Single instance that scales to support many customer contact centers Oracle performs Data Backup SSL/HTTP/HTTPS access

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved Flexible Maintenance Window Geography, Business Practices Customer specific Upgrade Early adopter, late follower, negotiated with Customer Within a year Security Data does not co-mingle Telephony Choice of Customer’s own T-1 lines, OR Oracle provided T-1 lines OR Oracle Shared telecom Performance Specially tune database Add hardware to specific tiers Staging systems compulsory System specific Backups N+1 and N+n scalable architecture Single-Tenant Delivery Model Private Pods in Oracle Data Center

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved Status Invited Partners for Beta Program PartnerCRMOD/ COD used internally ResellerIntegratorAttending Training Person attendingQ1 dealQ2 deal MTSiYes/Noyes Minesh Sheth1-dealQ1 SereneYes/Noyes Arvind Gopalakrishnan PromeroNo/Yesyes ?? CDgroupYes/Noyes ??In progress yes VSoftYes/Noyes ??1 deal2 deals AMXYes/Noyes ??1 deal2 deals CRMiTYes/Nonoyes Hosna Keyhan 1 deal Backups easyCRM Perficientyes

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved Criteria for Partners Partner commitment Must be a CP / CAP – certified CRM OD Partners Partner should attend the training Partner should execute a deal by FY Q2 Partner should implement this 1 deal. Partner to get a letter from Operations which recommends them for being a certified partner. Announce on August 24 th to all partner community Until then for any partner deal, Tom Herold is the contact for assisting partners to coordinate the OCS until this is finalized Partners need to engage OCS to implement COD deals

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved COD Partner Business aspects COSTS Associated Beta Partner pays for travel costs associated with the Training No cost to join beta program Partner commitment and expectation and/or restrictions -Described in previous page -No restrictions but partner to meet certain expectation Criteria for joining partner program -At least on deal per quarter quota with respect to CRMOD -Chartered to sell CRMOD and COD Partner allowed to sell to businesses below $500m in revenue. Anything over $500m Oracle sells directly.

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved Training, Documentation and Collateral Training Documentation Call Center CRM home RM%20Home

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved Demo and Staging Partners can request demo accounts – Resellers only On their demo accounts they will be able to First get a CRM OD demo account Each Partner will get their own tenant Each sales person in that partner will get their own agent and will be able to demo Each partner will be provided with a single Admin login Moving into Production Partners will have to redo the IVR Scripts in Production again, after customer accepts it in the demo environment. ( Most likely partners will demo basic functions in demo. Once the customer signs they will provision to the customers’ specific requirements in Production) At a later stage, CCOD ops will enable Partners to Copy the call flows into Production..

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved End Customer Training Partners will be trained by COD team via “train the trainer” model. New resource will be needed Ops team to provide this training “partner liaison Partners will provide the necessary training to the end customer. Partners can use COD Webinars on Agent, Supervisor and Interactions as a model to create their own

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved Support Model Stage1: 1 st week of Application in Production At this stage there is still some handholding, customer training issues and application issues. Customer -> Partner Support -> COD Ops team Stage2: After week 1 Customer calls Oracle directly Customer ->Oracle Customer care-> COD OPS team

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved Partner Process Flow – page 1

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved Partner Process Flow – page 2

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved Time line for Partners 06/01/09 Start of Project Inform beta partners Make environment And training available Work with OPN 07/15/09 Share this PPT with OPN and Modify Partner sufficiently trained Demo provisioned. Develop partner collateral Execute a partner deal Monitor and document. 08/30/09 Open Partner program to other partners Begin Checkpoint Statuses Expected close 08/15/09 Done