1
Industry Leaders Combine to Deliver Best-In Class Cross-Channel
CRM Retail and CommerceCRM, Retail, and Commerce
The following is intended to outline our general product
direction. It is intended for information purposes only,
and may not be incorporated into any contract. It is not a
commitment to deliver any material, code, or functionality,
and should not be relied upon in making purchasingand should not be relied upon in making purchasing
decisions. The development, release, and timing of any
features or functionality described for Oracle’s products
remains at the sole discretion of Oracle.
3
Agenda
O l & ATG T th St t i R ti l• Oracle & ATG Together – Strategic Rationale
• Oracle & ATG – Unified Product Strategy
• Customer & Partner Feedback
4
Strategic RationaleStrategic Rationale
5
Oracle & ATG Together – Strategic Rationale
• Businesses want to reach customers and carry out commerce through
multiple channels
• Businesses want to provide customers with common business processes• Businesses want to provide customers with common business processes
and a unified experience across channels
• Oracle & ATG together provide a complete and best-of-breed suite of
products technology & applications (CRM Retail Supply Chain ERP)products - technology & applications (CRM, Retail, Supply Chain, ERP) -
to enable cross-channel CRM, retail, and commerce
• Oracle & ATG have a clear strategy and phased roadmap to integrate
th i d t d idl d li thi ifi d i itheir products and rapidly deliver this unified vision
• Customers, partners, and analysts have reacted positively to the
acquisition and combined product roadmap
6
Oracle and ATG Address a Significant Market Opportunity
e-Commerce Software1
Retail Applications Software2
CRM Software3
ATG is the Leading e-Commerce Software Provider
Oracle is the Leading CRM and Retail Applications Provider
7
g pp
SOURCES: 1. ATG Internal Estimate; 2. IDC, 2010 Worldwide Software Market Forecaster Vertical Markets Worldwide Market Level – December 2010 – Worldwide Application Software for 2009;
3. IDC, Worldwide CRM Applications 2010-2014 Forecast Update – September 2010
7 Reasons Why Companies Need ‘Cross Channel’
1. Companies must interact with customers across more channels
2. These channels only support siloed processes, requiring duplication
3. These siloed channels dramatically increase integration expense
4 LOBs cannot make smart trade-off decisions to effectively align to KPIs4. LOBs cannot make smart trade off decisions to effectively align to KPIs
across channels
5. CRM is not leveraged by today’s cross-channel customer journeysg y y j y
6. Frustrated customers lead to lost wallet share, loyalty and revenue
7 C t h l ill i i l l W b t h l
8
7. Customer channels will increasingly leverage Web technology
Companies Must Interact with Customers
Across More Channels
Store Call Center Field Service Online
Mobile Social Kiosks Clienteling
9
Clienteling
These Channels Only Support Siloed Processes
Social Mobile Online Store Call Center Field Service
PRICINGPRICING PRICING PRICING PRICING PRICING
ORDER CAPTURE
PROMOTIONS
ORDER CAPTURE
PROMOTIONS
ORDER CAPTURE
PROMOTIONS
ORDER CAPTURE
PROMOTIONS
ORDER CAPTURE
PROMOTIONS
ORDER CAPTURE
PROMOTIONS
LOGICLOGIC LOGIC LOGIC LOGIC LOGIC
10
DATADATA DATA DATA DATA DATA
Siloed Channels Dramatically Increase Integration Expense
• Integration of end-to-end processes spanning
multiple systems
• Replication of business logic and rules across• Replication of business logic and rules across
channels
• Replication of business process across channels
• Replication of data across channels
• Replication of business planning and management
across channelsacross channels
• Investment in multiple middleware systems and
technology stacks
11
LOBs Cannot Make Smart Trade-Off Decisions to Effectively
Align to KPIs Across Channelsg
Cross-Channel Merchandise Optimization
o
y
a
l
t
y
o
r
m
a
t
i
o
n
&
L
o
Cross-Channel Merchandise Execution
P i t f S l W b St /M bil
C
u
s
t
o
m
e
r
I
n
f
o
Store
Merchandising
eCommerce/ Mobile
Merchandising Catalog Merchandising
Call Center
Buying Behavior
Point-of-Sale
Buying Behavior, Loyalty, &
Returns Management
Web-Store/Mobile
Buying Behavior, Loyalty, &
Returns Management
C
Cross Channel Inventory Visibility Available to Promise & Fulfillment
12
Cross-Channel Inventory Visibility, Available to Promise, & Fulfillment
CRM Is Not Leveraged By Today’s Customer Journeys
WebWeb Comparison Site Buy Online
Research Shop Buy ServicePickup
Buy Online
Contact
Center
Contact
Center
In-StoreIn-Store
Visit Retail Store
Chat
Local Store
Place Order
Call to Research
Accessory
Return in Store
CatalogCatalog
Mobile
Device
Mobile
Device
Google
Search Product Info
Kiosk
Begin
Catalog
Order
Browse
Catalog
DeviceDevice
eMaileMail
SocialSocial
Search
Facebook
Fan Club
Email Order
Confirm w/Rec
Share Experience
on Twitter
Read Reviews Troubleshoot
On Community
13
Fan Club on Twitter On Community
Frustrated Customers Lead to Lost Wallet Share,
Loyalty and Revenuey y
LOST REVENUELOST REVENUECUSTOMER FRUSTRATIONCUSTOMER FRUSTRATION
Percentage of customers dissatisfied g
with cross-channel experience
Revenue lost by enterprises in 16 key global
economies due to customer defections and
abandoned purchasesPercentage of multi-channel
customers that switch vendors after
14
customers that switch vendors after
a single bad experience
Customer Channels will Increasingly Leverage
Web Technology
Ki k P i t f S l
Mobile Shopping
Kiosk Point of Sale
Clienteling
GET /index.html HTTP/2.0
Host: www.example.com
HTTP HTML Java
15
Companies Want a Single-Provider Solution That…
• Leverages customer information from all
channels and systems
• Manages interactions across all channels• Manages interactions across all channels
• Unifies commerce, merchandising,
marketing, and service across all g,
channels
• Provides personalized, choreographed
consumer journeys across all channelsconsumer journeys across all channels
• Integrated to supply chain management,
and order orchestration and fulfillment
16
Oracle and ATG Together
BESTBEST ININ CLASSCLASSBESTBEST--ININ--CLASSCLASS
CC Ch lCh lCross Cross ChannelChannel
CRM | Retail | CommerceCRM | Retail | CommerceCRM | Retail | CommerceCRM | Retail | Commerce
17
Unified Product StrategyUnified Product Strategy
18
Oracle and ATG Deliver Best-In-Class
CRM, Retail and Cross-Channel Commerce,
1. Deliver cross-channel sales, marketing, service and loyalty
2. Provide cross-channel merchandising, pricing and order capture
3. Support integrated order orchestration, order management,
order fulfillment, and intelligent supply chain managementg pp y g
4. Exploit industry standard Fusion Middleware
19
Why Oracle + ATG for Retail - Today
Best-in-Class CRM, Retail, and Cross-Channel Commerce
Unify online and offline
merchandising11 Receive targeted Receive targeted offer via emailoffer via email
Automate end-to-end cross-channel
retail operations including order22
Go to Web, chat Go to Web, chat
with agent andwith agent andReceive thankReceive thank--you SMS andyou SMS andretail operations, including order
capture, supply chain, fulfillment,
and service
22 with agent and with agent and orderorderyou SMS and you SMS and loyalty rewardloyalty reward
Deliver seamless cross-channel
consumer experience33
Pick up items in Pick up items in
storestore
Ask cashier to Ask cashier to
place additional place additional
Web order for Web order for
item not at storeitem not at store
20
Why Oracle + ATG for Telecommunications - Today
Best-in-Class CRM, Retail, and Cross-Channel Commerce
Enable next-generation, integrated
self-service channels
Review product Review product
friend referred to friend referred to
onon FacebookFacebook
11
Reduce time to market for new
on on FacebookFacebook
Go to Web, clickGo to Web, click--
toto--call agent and call agent and
dd it tdd it tReceive thankReceive thank--22 Reduce time to market for new products and services add item to add item to wishlistwishlistyou emailyou email22
Lower costs and improve operating
efficiency through integrated cross-
channel order and supply chain
management
Visit store and Visit store and
complete ordercomplete orderActivate service Activate service on on smartphonesmartphone33
21
management
Why Oracle + ATG for Financial Services - Today
Best-in-Class CRM, Retail, and Cross-Channel Commerce
Provide personalized
recommendations for financial
products and services
Accept Accept
personalized personalized
offer via ATMoffer via ATM
11
products and services
Enable continuous cross-channel
offer via ATMoffer via ATM
Receive followReceive follow--
up email with linkup email with link
Visit branch; Visit branch;
Web info is Web info is
waiting forwaiting for22 Enable continuous cross-channel processes
up email with link up email with link
to HTML formto HTML formwaiting for waiting for application application
completioncompletion
22
Support and integrate key customer
interactions across channels
ClickClick--toto--call/chat call/chat
and ask agent for and ask agent for
help filling out help filling out
formform
Proactively receive Proactively receive
directions to local directions to local
branch on branch on
smartphonesmartphone
33
22
Why Oracle + ATG for You
Best-in-Class CRM, Retail, and Cross-Channel Commerce
CUSTOMER TODAY TOMORROWCUSTOMER TODAY TOMORROW
Planning and Planning and
Optimization, Optimization,
Merchandise Merchandise
Operations, StoresOperations, Stores
Order Mgmt, DOOOrder Mgmt, DOO, ,
Supply Chain Supply Chain
ManagementManagement
Marketing and Marketing and
Loyalty Loyalty
ManagementManagement
Best-in-Class
Commerce Customer ServiceCustomer Service
Best-in-Class CRM Online CommerceOnline Commerce Online Online MerchandisingMerchandising
Search and Search and
SearchandisingSearchandising
Recommendations Recommendations
and Live Helpand Live Help
Best-in-Class Retail Online CommerceOnline Commerce Online Online MerchandisingMerchandising
Search and Search and
SearchandisingSearchandising
Recommendations Recommendations
and Live Helpand Live Help
Best in Class CRM RecommendationsRecommendations KnowledgeKnowledgeBest-in-Class CRM
On Demand
Recommendations Recommendations
and Live Helpand Live Help Online CommerceOnline Commerce
Knowledge Knowledge
ManagementManagement Self ServiceSelf Service
Best-in-Class CRM On DemandCRM On Demand Marketing On Marketing On
Planning and Planning and
Optimization, Optimization, PRM On DemandPRM On Demand
23
Best in Class
Optimization
CRM On DemandCRM On Demand DemandDemand Merchandise Merchandise
OperationsOperations
PRM On DemandPRM On Demand
Introducing ATG Commerce 10
• The culmination of 15 years of Commerce experience,
innovation leadership and customer successinnovation, leadership and customer success
• The largest and most significant release in 10 years
• Reflects and enables the evolution from
‘eCommerce’ to ‘Cross-channel commerce’
24
ATG Commerce 10
Driving Cross-Channel Commerce
25
ATG Commerce 10
Empowering Business Users
• Built for simplicity and usability
• Enables personalized
cross–channel merchandising
– Catalogs, Pricing, Promotions,
Content
• Drives consistent interactions
across all ‘Sites’across all Sites
– Web, Mobile, In-store, Contact Center
26
ATG Commerce 10
Market-Leading Merchandising Applications
27
ATG Optimization
Optimizing Cross-Channel Interactions
• Live Help
– Unified agent console with ClickUnified agent console with Click
to Call, Chat & Email integration
– Improved agent productivity and
security features
• Recommendations
– Live recommendations
management & analyticsmanagement & analytics
– More powerful merchant control
over relevancy and filtering
28
Integrating ATG with Oracle Fusion Middleware
Add Best-in-Class Oracle Technology to Industry-Leading Online Commerce Platform
• Integration with Oracle Business Intelligence Suite Enterprise Edition for full range of analytic and
reporting capabilities
• Certification with Oracle WebLogic Server for high availability and scalability, and superior Oracle
integration
• Integration with Oracle Coherence for leading replicated and distributed data management and caching
• Integration with Oracle Universal Content Management for enterprise-class content management
• Certification with Oracle Identity Management for management of high population B2C customer bases
• Certification with Oracle Database11g R2, and Oracle Exalogic for complete, integrated application-to-
disk solution
• Integration with Oracle SOA Suite and Oracle BPM Suite for standards based process orchestration• Integration with Oracle SOA Suite and Oracle BPM Suite for standards-based process orchestration
• Integration with Oracle WebCenter Services for communities and social collaboration
within ATG
• Integration with Oracle Real-Time Decisions for cross-channel, unified real-time decisioning and
29
Integration with Oracle Real Time Decisions for cross channel, unified real time decisioning and
messaging
Integrating ATG with Oracle Siebel CRM
and Oracle E-Business Suite
Add Best-in-Class CRM and ERP to Industry-Leading Online Commerce Platform
• Integration with Oracle E-Business Suite (EBS) for unified supply chain management, available to
promise (ATP), fulfillment, and unified product masterp ( ), , p
• Integration with Siebel and Oracle EBS Order Management for cross-channel, consistent commerce
processes, pricing and promotions, content personalization and real-time product recommendations
• Integration with Siebel Loyalty to reward and recognize customers and enable loyalty currency forIntegration with Siebel Loyalty to reward and recognize customers and enable loyalty currency for
commerce across channels
• Integration with Siebel Marketing for cross-channel, closed-loop campaign management and
dynamic 1:1 personalized communication
• Integration with Oracle Fusion Distributed Order Orchestration for cross-channel order orchestration
and fulfillment across heterogeneous supply chains
• Integration with Siebel Service to enable cross-channel support, including knowledge management
30
g pp , g g g
and live help
Integrating ATG with Oracle Retail Applications
Add Best-in-Class Retail Applications to Industry-Leading Online Commerce Platform
• Integration with Oracle Retail Point of Service for unified customer recognition and
cross-channel order execution
• Integration with Oracle Retail Merchandising for cross channel inventory visibility &• Integration with Oracle Retail Merchandising for cross-channel inventory visibility &
reservations and endless aisle product assortments
• Integration with Oracle Retail Price Management and Price Optimization for optimized pricing
and promotions across all channels
• Integration with Oracle Retail Assortment and Category Planning for optimized cross-channel
assortments
• Integration with Oracle Retail Demand Forecasting for accurate cross-channel sales and g g
inventory demand
• Integration with Oracle Retail Advanced Inventory Planning for optimized inventory distribution
across the supply chain using commerce information
31
Customer & Partner FeedbackCustomer & Partner Feedback
32
Customers and Partners Respond Positively
“As a customer of both Oracle and ATG, we view the integration of the
two companies as a natural fit. We look forward to new efficiencies that
address our online and cross-channel business strategies and help us
further provide superior customer experiences.”
Kevin Cunnington, Global Head of Online
“With customers rapidly moving to online digital channels for
commerce, Oracle and ATG combined will offer leading companies all
f th biliti th d f i l id t d liof the capabilities they need, from a single provider, to deliver
consistent and high quality cross-channel customer journeys that result
in high-value brand experiences.
Ewen Sturgeon, CEO, LBi EMEA
33
g , ,
Analysts Respond Positively
“Oracle has already assembled quite a few key components to the new connected commerce offering with robustOracle has already assembled quite a few key components to the new connected commerce offering with robust
CRM, merchandising, analytics, inventory management, etc. and with this addition to its portfolio extends the
platform significantly. In particular, ATG adds a robust platform that works across online, in store and mobile
channels creating the new omni-channel commerce offering.”
Michael Fauscette Group Vice President Software Business Solutions–Michael Fauscette, Group Vice President, Software Business Solutions
“Oracle’s acquisition of ATG is important for current Oracle Retail users who’ve been contemplating an ecommerce
f h b t it l t t it f th id k t ith d t d t d t d l ti il bl frefresh, but it also creates an opportunity for the mid-market, with end-to-end-to-end-to-end solutions available from
a single vendor. Oracle is assembling a stunning suite of retail products.”
–Paula Rosenblum, Managing Partner
“eCommerce sits at the gateway for Social CRM, Mobile, and Cloud. Companies now realize the need to consolidate
multi-channel efforts onto common platforms. ATG gives Oracle one of the leading eCommerce platforms.”
–R “Ray” Wang, Principal Analyst and CEO
34
Note: IDC Quote Source -- “Modern eCommerce, or is that just next gen commerce?” Michael Fauscette, IDC, November 8, 2010
Press Respond Positively
“Analysts said the acquisition, due to close early next year, was a good move for Oracle
as it boosted its competitive position against Salesforce.com, as well as International
Business Machine Corp…"It's a nice, safe acquisition for Oracle," said Avian Securities
analyst Jeff Gaggin, adding that the deal will expand Oracle's retail software portfolio,
hi h i l d R t k t il ft it i d i 2005 ” (11/2/2010)which includes Retek, a retail software company it acquired in 2005.” (11/2/2010)
“While ATG’s e-commerce application may not be industry-specific, it will complement
Oracle’s already extensive CRM software ” (11/3/2010)
“The news is that Oracle is buying independent ecommerce software provider, ATG of
Cambridge MA for $1 billion I think it’s a good move for both companies ” (11/2/2010)
Oracle’s already extensive CRM software.” (11/3/2010)
Cambridge, MA for $1 billion. I think it s a good move for both companies. (11/2/2010)
“Oracle can now offer a complete multi-channel commerce solution across web, branch,
call to click and mobile ” (11/11/2010)
35
call-to-click and mobile.” (11/11/2010)
SummarySummary
36
Oracle & ATG Together – Strategic Rationale
• Businesses want to reach customers and carry out commerce through
multiple channels
• Businesses want to provide customers with common business processes• Businesses want to provide customers with common business processes
and a unified experience across channels
• Oracle & ATG together provide a complete and best-of-breed suite of
products technology & applications (CRM Retail Supply Chain ERP)products - technology & applications (CRM, Retail, Supply Chain, ERP) -
to enable cross-channel CRM, retail, and commerce
• Oracle & ATG have a clear strategy and phased roadmap to integrate
th i d t d idl d li thi ifi d i itheir products and rapidly deliver this unified vision
• Customers, partners, and analysts have reacted positively to the
acquisition and combined product roadmap
37
38
本文档为【atg-webcast-presentation-254179】，请使用软件OFFICE或WPS软件打开。作品中的文字与图均可以修改和编辑，
图片更改请在作品中右键图片并更换，文字修改请直接点击文字进行修改，也可以新增和删除文档中的内容。
该文档来自用户分享，如有侵权行为请发邮件ishare@vip.sina.com联系网站客服，我们会及时删除。
[版权声明] 本站所有资料为用户分享产生，若发现您的权利被侵害，请联系客服邮件isharekefu@iask.cn，我们尽快处理。
本作品所展示的图片、画像、字体、音乐的版权可能需版权方额外授权，请谨慎使用。
网站提供的党政主题相关内容(国旗、国徽、党徽..)目的在于配合国家政策宣传，仅限个人学习分享使用，禁止用于任何广告和商用目的。
浙公网安备 33021202002483