Oracle and Telephony@Work Acquisition Announcement Customer and Partner Presentation June 13, 2006 Expands Oracle On Demand with Leading IP-based Contact Center Solution
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Agenda What We are Announcing Strategic Rationale Customer and Partner Benefits Telephony@Work Overview Unifying Contact Center & CRM
What We are Announcing Oracle has acquired Telephony@Work, a leading provider of IP-based software infrastructure for hosted contact center services Financial terms not disclosed Expands Oracle On Demand and CRM applications offerings Unification of contact center infrastructure and CRM software for the first time Telephony@Work as the leading carrier-grade, multi-channel contact center solution Oracle s Siebel Contact On Demand as the only software as a service solution that offers comprehensive contact center service functionality Oracle s Siebel CRM as the standard for CRM applications Telephony@Work to combine with the Oracle contact center team Retain domain expertise and customer relationships Provide smooth transition for customers
Overview of Strategic Rationale CRM begins with the first customer interaction, usually through a contact center Telephone remains the preferred customer contact method Agent-assisted channels (phone, e-mail, chat) account for more than 90% of customer interactions (Jupiter, 2006) Adoption of Internet Protocol (IP) technology driving demand for next-generation contact center software Out of the box alternative to custom programming and systems integration for on demand and on-premise contact centers Upgrade cycle to move from hardware-based to software-based solutions Strengthens Oracle CRM and On Demand offerings Extends Oracle s CRM solutions by offering customer to agent experience Serves as underlying technology for Siebel Contact On Demand Utilized by Fortune 100 companies and tier-1 carriers Capabilities enable compelling economies of scale for customers
Industry Trends Shaping the Contact Center Market Contact centers making shift from hardware to software Customer want options between hardware and software Increased flexibility with on-premise solutions and on demand Service providers looking for additional revenue growth Reselling contact center services Carriers looking for points of differentiation Shift from Cap-ex to Op-ex Avoids large up-front capital expenses by utilizing a hosted solution Pay-as-you-go models provides increased flexibility to manage seasonal call volume Provides disaster recovery/business continuity solution Increased mobile workforce Work at home agents Flexible telecommuting schedules
Oracle and Telephony@Work Customer Benefits Unifying contact center technology and CRM software Unification of multi-channel routing integrated with CRM Voice, voicemail, IVR, e-mail, chat, CTI and Web integrated with Oracle CRM applications Increased customer insight across CRM and the call center Faster speed to deployment Fewer integration points Built-in integration with CRM applications Lower cost of ownership Supports VoIP (SIP and H.323) and PSTN (public switched telephone network) Browser-based administration reduces costly configuration Increased customer satisfaction 360-degree view of customer Flexible deployment options Oracle On Demand Hosted Single Tenant Hosted Multi-Tenant (example: Siebel CRM On Demand) On-premise Service Provider multi-tenant model
Additional Benefits to Telephony@Work Customers Telephony@Work applications supported and protected by Oracle Enhanced support and services through scale Global 24x7 distribution and support network for more streamlined commercial relationships Plan to integrate Telephony@Work into Oracle Provide smooth transition for customers without interruption Plan to continue product releases and investment Expanded domain knowledge and expertise Increased customer insight through access to the Oracle Business Intelligence Suite Extended partner ecosystem with increased investment Support and broaden relationship with Telephony@Work alliance partners
Telephony@Work Communications Service Providers Benefits More robust suite of value-added services offering to existing base of customers Carrier-grade capabilities Unlimited, dynamic scalability Enhanced support and services through scale Worldwide partner ecosystem
Oracle and Telephony@Work Partner Benefits Work with a single vendor to address customer needs Single vendor for contact center technology, CTI, CRM, ERP and Analytics Enhance relationships with contact center partners Untapped market still exists large percentage of CRM applications customers do not have telephony infrastructure integrated with CRM New technologies such as VoIP, SIP and voice applications drive new partner opportunities Commitment to evolve and expand partnerships Develop joint product roadmaps Customer-driven requirements
About Telephony@Work Headquartered in La Jolla, California Founded in 1997 77 employees Service Providers Customers include: Telus, Verizon Business, and Telstra Enterprise Customers include: ABN-AMRO Mortgage Group, State of Wisconsin, FDA, Raytheon Aerospace, and Willow Industry Recognition Gartner: Positioned in Visionary Quadrant for Contact Center Infrastructure, North America 1 Frost & Sullivan: Technology Leadership Award for Multi-Tenant Hosted Contact Center 2 1 Gartner Research Magic Quadrant for Contact Center Infrastructure, North America, 2006 by Bern Elliot, Drew Kraus. 2 Frost & Sullivan North American Hosted Contact Center Markets, 2005.
Combined Solution: Contact Center & CRM Business Requirement Sales Service Marketing Tele- Marketing Tele- Service HelpDesk CRM Application Integrated Telephony Platform Voice Oracle s Telephony@Work Call Center Anywhere Platform Voicemail Email Chat Fax IVR PBX ACD Computer Telephony Power Dialer Predictive Dialer Recording/ Monitoring Reporting PSTN/ VoIP Deployment Option Oracle On Demand Multi-Tenant Oracle On Demand Single Tenant On-Premise Service Provider Multi-Tenant (Outsourcer)
Expected Impact of Telephony@Work Acquisition Contact center becomes natural extension of CRM applications Plan to deliver through all Oracle CRM applications: Oracle E-Business Suite PeopleSoft Enterprise Siebel CRM Siebel CRM On Demand Siebel Contact On Demand Oracle Fusion Instant computer telephony integration (CTI) and multi-channel capabilities Single-vendor approach Telcos & BPOs PeopleSoft HelpDesk PeopleSoft Support Contact On Demand Telephony@Work CallCenterAnywhere Oracle E-Business Suite CRM On Demand Siebel CRM 7.X
A More Flexible & Affordable Contact Center Traditional $$$$$$ 12-18 months to deploy Hardware IVR, ACD, PBX, workstations Software CRM, Email, CTI Implementation Integration, workflow, training Maintenance Business changes, upgrades Hosted SFA With Plug-Ins 1 st Generation Hosted Contact Center Integration $$$$$$ 6-12 months to deploy Hosted CRM API Toolkit 3 rd Party Hosted Contact Center Maintenance Custom Training Siebel Contact On Demand Next-Generation, Integrated Contact Center Solution $1,800 $$$$$$ per Agent Weeks/Months 1-30 days to deploy to deploy Single Provider for Contact Center Infrastructure and CRM Seamless Support
Telephony@Work Key Customer Segments Communications Service Providers Education Financial Services Public Sector State of Wisconsin Outsourcers Manufacturing Insurance Retail/Consumer
Next Steps General announcements Tuesday, June 13, 2006 Press release Communicate extensively with all constituents Outreach to customers and partners More information can be found at www.oracle.com/telephonyatwork