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

3. Program Agenda 1
Evolution in Oracle CX Analytic Applications Oracle Business Analytics Strategy Oracle Business Analytic Applications for CX Direction Q&A 2 3 4

4. 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

5. Audience Poll Audience members using -
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

6. Program Agenda 1
Evolution in Oracle CX Analytic Applications Oracle Business Analytics Strategy Oracle Business Analytic Applications for CX Direction Q&A 2 3 4

7. Oracle BI Applications
Rapid Performance Insight for CRM, HCM & ERP Applications
CRM ANALYTICS
ERP ANALYTICS
SALES
Pipeline Analysis
Forecast Accuracy
Up-sell/Cross-sell
Cycle Times
Lead Conversion
Sales Team Effectiveness
MARKETING
Campaign Effectiveness
Customer Insight
Product Propensity
Market Basket Analysis
Campaign ROI
SERVICE & CONTACT CENTER
Service Effectiveness
Customer Satisfaction
Resolution Rates
Service Rep Efficiency
Service Cost
Service Trends
FINANCIALS
General Ledger
Accounts Receivable
Accounts Payable
Fixed Assets
Profitability
Expense Management
HUMAN
RESOURCES
Emp Productivity
Compensation
Talent Management
Recruiting Analysis
Learning Analysis
Workforce Profile
Time & Labor
PROCUREMENT & SPEND
Direct & Ind Spend
Sourcing
Buyer Productivity
Contract Compliance
Supplier Perf.
Purch. Cycle Time
Employee Expense
MANUFACTURING
Plan to Produce
Work Orders
Inventory and WIP
Quality, Resource Usage
Bill of Material
Costing
Kanban
PRICE
Price Segments
Price Waterfall Analysis
Deal Life Cycle
Deal Desk Analysis
Product Pricing Performance
LOYALTY
Member Demographics
Membership Trends
Promotion Cost
Promotion Effectiveness
Points Analysis
PROJECTS
Project Funding and Budget
Product Cost
Project Revenue
Project Billing
Project Profitability
Resource Mgmt
STUDENT INFORMATION
Admissions and Recruiting
Student Records
Student Financials
SUPPLY CHAIN & ORDER MGMT
Revenue & Backlog
Inventory Analysis
Fulfillment Status
Customer Status
Order Cycle Time
BOM Analysis
ENTERPRISE ASSET
MANAGEMENT
Maintenance History
Maintenance Costing
Asset Genealogy
Breakdown & Preventive
Quality
Inventory
ORACLE BUSINESS INTELLIGENCE FOUNDATION
AND OTHER OPERATIONAL AND ANALYTIC SOURCES
SOURCE ADAPTERS:

8. On-Premise CRM Analytics Focus
Supporting On-Premise CRM Applications
CRM ANALYTICS
CRM Application Sources (On-Premise)
SALES
Pipeline Analysis
Forecast Accuracy
Up-sell/Cross-sell
Cycle Times
Lead Conversion
Sales Team Effectiveness
MARKETING
Campaign Effectiveness
Customer Insight
Product Propensity
Market Basket Analysis
Campaign ROI
SERVICE & CONTACT CENTER
Service Effectiveness
Customer Satisfaction
Resolution Rates
Service Rep Efficiency
Service Cost
Service Trends
Oracle E-Business Suite
PRICE
Price Segments
Price Waterfall Analysis
Deal Life Cycle
Deal Desk Analysis
Product Pricing Performance
LOYALTY
Member Demographics
Membership Trends
Promotion Cost
Promotion Effectiveness
Points Analysis
External Data
(via Universal Adaptor)
ORACLE BUSINESS INTELLIGENCE FOUNDATION
AND OTHER OPERATIONAL AND ANALYTIC SOURCES
SOURCE ADAPTERS:

9. Emergence to Cloud Faster Innovation State of the Art Analytics
Enables businesses to better focus resources on core mission & competencies
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 Cost
Reduced infrastructure cost
Reduced IT maintenance cost
Reduced customization and upgrade cost
Lower Risk
Reduced administrative burden
Guaranteed system availability
Scalable platform for future expansion
Oracle Confidential – Internal

10. CRM Business Analytics in the Cloud
Single-Source Business Analytics
Oracle CRM On Demand
Oracle Fusion Sales Cloud
Pre-integrated content for lines of business including sales, service & marketing, engineered as a single system with single UI

11. Released 2014 - BI Applications Coverage for 11.1.1.8.1
Ongoing Investment in Established Oracle BI Applications
Applications
CRM
Financials
Human Resources
Supply Chain & Order Mgmt
Manufacturing
Enterprise Asset Mgmt
Procurement & Spend
Projects
Student
EBS R12.x
Service & Price only 
EBS
Discrete only
PSFT 9.2
PSFT 9.1
PSFT 9.0
PSFT 8.9
796x - Informatica
JDE E1 9.1
JDE E1 9.0
JDE E1 8.12
JDE E1 8.11SP1
JDE W A9.2
IBM Maximo 7.5
Fusion
Siebel 8.2.x
Siebel 8.1.x
Siebel 8.0
Siebel 7.8
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
Supported in BI Apps ODI
Supported in other BI Apps Version
Oracle Confidential – Internal

12. What’s New In 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 to
Configuration Mgmt. Improvements System set up and load plan definitions
Performance Improvements

13. 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

14. Recommended Oracle Sales Cloud Analytics Sessions
CON7193
Oracle Sales Cloud:
Release 9 Essentials and Roadmap for Sales Analytics
Thursday, October :30 AM – 12:15 PM
Moscone West,
CON7453
Oracle Sales Cloud Customer Panel:
How to Best Utilize Oracle Sales Analytics
Thursday, October 2
3:15 PM – 4:00 PM
Moscone West,
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

15. Integrated Customer Experience Foundation Analytic KPIs & Dashboards
Oracle CX
Complete Customer Experience Cloud Platform
Oracle Marketing
Oracle Sales
Oracle CPQ
Oracle Commerce
Oracle Service
Oracle Social
Integrated Customer Experience Foundation
Social Network
Mobile
Analytic KPIs & Dashboards
Predictive Analytics
Integrations

16. Cross Channel
Oracle integrates the cross-channel journey that your customers experience
Requires integrated, cross-channel analyses to answer questions such as:
Social
Marketing
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
One Experience
Service
Sales
Commerce
CPQ

17. Cross Channel Customer Analytics
Customer Intelligence across Lines of Business or Channels
Today we will discuss Oracle’s 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

18. Program Agenda 1
Evolution in Oracle CX Analytic Applications Oracle Business Analytics Strategy Oracle Business Analytic Applications for CX Direction Q&A 2 3 4

19. BI in a time of great transition
Lead, or Follow
Cloud
Mobile
Big Data
End User Empowerment

20. Oracle Business Analytics Strategy
Overview
In The Cloud
On-Premise
Any
Data
Full Suite of Analytic Tools
Packaged Analytic Applications
Engineered Systems

21. Program Agenda 1
Evolution in Oracle CX Analytic Applications Oracle Business Analytics Strategy Oracle Business Analytic Applications for CX Direction Q&A 2 3 4

22. Actionable Insight for Every Role
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
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
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
Oracle Confidential – Internal

23. CX Analytics Maturity Model
What might happen?
Predictive Analysis
Can we change what is happening?
Cross-process and Functional Analysis
Predictive Analysis
Scoring
Regression Analyses
A/B test analyses
Risk identification and Analysis
“What -if” scenario analysis
Why is it happening?
Advanced Analysis
Integrated Analytics
Multiple sources of data
Multiple hierarchies
Advanced cause and effect analyses
Exploratory analyses
CRM Information Maturity
What is happening?
Consolidated Reporting
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
Transactional Data & Basic Analyses
Basic Pipeline, Forecast and Opportunity Reports
Basic trending
Fixed hierarchy reporting
Ad-hoc analyses
Process-specific analyses
Simple list reports
Single source of data
Transactional
Increasing Business Value
Strategic
Oracle Confidential – Internal

24. Oracle Analytics Cloud
Oracle Transactional Business Intelligence (OTBI) for Oracle SaaS Applications
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
General Availability Now

25. Oracle Analytics Cloud
Announcing!
Oracle Analytics Cloud
In Preview
Oracle Transactional Business Intelligence – Enterprise Edition (NEW)
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

26. CX Analytics Maturity Model
In Preview
OTBI and OTBI Enterprise together cover the Full Spectrum
OTBI Enterprise
What might happen?
Predictive Analysis
Can we change what is happening?
Cross-process and Functional Analysis
Predictive Analysis
Scoring
Regression Analyses
A/B test analyses
Risk identification and Analysis
“What -if” scenario analysis
Why is it happening?
Advanced Analysis
Integrated Analytics
Multiple sources of data
Multiple hierarchies
Advanced cause and effect analyses
Exploratory analyses
CRM Information Maturity
Consolidated Reporting
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
OTBI Standard
What is happening?
Transactional Data & Basic Analyses
Basic Pipeline, Forecast and Opportunity Reports
Basic trending
Fixed hierarchy reporting
Ad-hoc analyses
Process-specific analyses
Simple list reports
Single source of data
Transactional
Increasing Business Value
Strategic
Oracle Confidential – Internal

27. In Preview
Demonstration
Oracle Confidential – Internal

28. Complete Mobile & Workstation Support
In Preview
Available any time, any place
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 / / Print
Oracle Confidential – Internal

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

30. OTBI-Enterprise for CX Product Development Direction
Building connectors from each CX application to OTBI-Enterprise
In Preview
Oracle Marketing
Oracle Sales
Oracle CPQ
Oracle Commerce
Oracle Service
Oracle Social
ERP/Finance
OTBI Enterprise for CX
HR/HCM
Siebel 8.2
E-Business Suite 12.2
(Service & Pricing)
Connector

31. On-Premise Deployments Also Supported by Connectors
Cloud, On-Premise or Hybrid Deployments
In Preview
Oracle CX Cloud
3rd Party Data Sources
Oracle BI On-Premise Deployments
(OBIEE)
Fusion BI Apps
Sales
Service
Oracle On-Premise Data
Financials, ERP, Siebel, EBS, etc.
Marketing

32. Complete Analytics for Cloud, On-Premise & Hybrid Uses
Cloud Connectors provide flexible data movement to the Oracle BI system(s) of choice
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
In Preview

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

34. OTBI-Enterprise CX Answers the Cross-Channel Questions
In Preview
Delivers cross-channel and cross-pillar analyses
Integrated, cross-channel analyses answers questions such as:
Social
Marketing
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
One Experience
Service
Sales
Commerce
CPQ

35. Other Business Analytics Sessions

36. Recommended Remaining Business Analytics Sessions
GEN9379
General Session: Oracle’s Big Data Strategy
Unified Data Management and Analytics
Wednesday, October :30 AM – 12:15 PM
Moscone West,
CON7730
Customer Panel:
Real-World Value with Oracle BI Applications
Wednesday, October :45 PM – 1:30 PM
Moscone West,
Completed Session (Slides To Be Available Online)
CON7733
What’s Next for Oracle Business Intelligence Applications:
A Sneak-Peak at the Roadmap
Tuesday, Sept :45 AM – 11:30 AM
Moscone West,

37. Program Agenda 1
Evolution in Oracle CX Analytic Applications Oracle Business Analytics Strategy Oracle Business Analytic Applications for CX Direction Q&A 2 3 4

38. Questions

41. Appendix

42. New Subject Area Documentation
Improved documentation for easier custom reporting

43. New Subject Area Documentation
8 subject area documents available today, with more coming
Each subject area document contains -
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
Calculations

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