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Siebel Sales Overview and Roadmap

  1. 1. Siebel Sales Overview and Roadmap Siebel Sales Overview and Roadmap Sonia Wadhwa, Siebel 8.1 SFA
  2. 2. Safe Harbor Statements 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 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. 3. Presentation Agenda <ul><li>Market Dynamics </li></ul><ul><ul><li>What’s Going On in the Market? </li></ul></ul><ul><li>What’s New in Oracle’s Siebel Sales </li></ul><ul><ul><li>Siebel 8.0 Review </li></ul></ul><ul><ul><li>What’s New In Siebel 8.1 </li></ul></ul><ul><ul><li>Siebel Product Roadmap </li></ul></ul><ul><li>Oracle CRM On Demand to Siebel On Premise Integration </li></ul><ul><li>CRM Outlook Edition </li></ul><ul><li>Voice Applications </li></ul><ul><li>Social CRM Applications </li></ul><ul><li>Gadgets & Widgets </li></ul><Insert Picture Here>
  4. 4. <Insert Picture Here> Market Dynamics
  5. 6. What’s the estimated cost of not engaging our employees? Source: 2007, Gallup survey $382,000,000,000.00 in the U.S. alone
  6. 7. Where Enterprise Applications Fall Short Populating and maintaining data Getting user acceptance Generating meaningful analytics Customizing CRM applications Measuring CRM project ROI Identifying sales-process problems Matching technology to process Effectively rolling out the application Evaluating CRM applications Obtaining executive support Managing CRM vendor relationship Getting adequate project funding other 52% 41% 35% 30% 28% 27% 20% 18% 10% 8% 6% 6% 4% Source: Harvard Business Review , July-August 2006; Annual sales survey of Chief Sales Officers.
  7. 8. Employees are organized hierarchically…
  8. 9. But work through social networks
  9. 10. Personal Preferences Content SOCIAL CAPITAL Customers, Partners, Suppliers Employees Employees, Customers, Partners, Suppliers Communities Drive Business Innovation Contribution Accelerate Growth Community Value CRM HR SCM Tagging RSS Sharing Social Networks Enterprise
  10. 11. Communities Must be Flexible AND Secure Contribution Accelerate Growth Community Value
  11. 12. <Insert Picture Here> Oracle’s Siebel Sales 8.0
  12. 13. Task-Based User Interface Business Processes on the Desktop <ul><li>Capabilities </li></ul><ul><ul><li>Dynamic user interface guides users through key tasks </li></ul></ul><ul><ul><li>Advanced Decision Logic and Branching </li></ul></ul><ul><ul><li>Integration to External Data or Logic </li></ul></ul><ul><ul><li>Validation to enforce rules </li></ul></ul><ul><li>Benefits </li></ul><ul><ul><li>Improves ease of use </li></ul></ul><ul><ul><li>Standardization of processes </li></ul></ul><ul><ul><li>Improves Data quality through consistent capture </li></ul></ul><ul><ul><li>Lowers training costs </li></ul></ul>Increasing productivity and accelerating adoption
  13. 14. Desktop Integration Tools <ul><li>Manage reporting, forecasting, and correspondence </li></ul><ul><li>Access Siebel data directly inside Excel and Word </li></ul><ul><li>Integration with MS Exchange Server </li></ul>
  14. 15. Territory Management <ul><li>Structure Approval Flows </li></ul><ul><ul><li>Alignments can be created with the expertise and validation of the sales representatives </li></ul></ul><ul><ul><li>Ensures certainty of the activated alignment </li></ul></ul><ul><ul><li>Discrepancies can be rectified with the field ahead of time </li></ul></ul><ul><li>Enhanced Rules </li></ul><ul><ul><li>Flexibility to define granular territories using explicit named rules or indirect Geography (Postal code, State, Country, Geo Zone), Product or Industry Rules </li></ul></ul><ul><ul><li>Supports Opportunity assignment </li></ul></ul><ul><li>Simplified Administrative Tasks </li></ul><ul><ul><li>Easily copy conditions and combine alignments with a single button click </li></ul></ul>Increased flexibility for Speed and Accuracy
  15. 16. The Value of Oracle Technology Leveraging Oracle’s Strengths to Enhance Siebel CRM Enterprise Manager Increase IT insight & reduce resolution times w/ integrated mgmt Role-Based Analytics Insight provided within the context of operational systems Search Secure search for private, unstructured enterprise data XML Reporting Easy, intuitive end user reports built from any data source Master Data Management Consolidate and leverage master data Integration Reduced TCO through sustainable integrations Role-Based Analytics XML Reporting Integration Search Enterprise Manager Master Data Management
  16. 17. Business Process Agility SOA Extends CRM Business Processes ERP Services Receivables Shipping Order Capture Invoicing Order Fulfillment Customer Distributor Call Center Agent Accountant CRM 3 rd Party / Custom SCM
  17. 18. Customers, Analysts & Partners Endorse Siebel 8 “ Under Oracle's Applications Unlimited program, we are confident that Oracle will protect our current investments in Siebel applications. Siebel 8 has a completely SOA-enabled CRM platform and task-based user interface that will help us achieve our CRM goals and give us the ability to adapt quickly to the changing needs of our business.” – Juan Carlos Soto, VP Market Development & Technology “ Our goals are to serve the customer, it is in our DNA, and Siebel CRM has allowed us to really achieve that vision.  We will continue to expand our use of Siebel over time, and Siebel 8.0 is the latest enhancement to what we feel is the best CRM tool on the market today.” – Kelly Hynes, VP IT Operations & Services “ We are pleased with Siebel's continued support and commitment to the CPG industry; their focus on trade promotion management will allow us to deliver significant global business improvements” – Tim Butler “ In order for companies to remain competitive in the market today, they must have processes in place that enable them to make more informed decisions, respond to the changing needs of their customers and provide a consistent customer experience across all channels. With its release of Siebel 8, Oracle responds to these requirements with smoother admin features, a more flexible user-friendly interface, standards-based integration and new enhancements to the Siebel CRM product line.” – Mary Wardley, VP Enterprise Apps & CRM Software “ The Department for Work and Pensions is excited about the functional and architectural enhancements that are being launched in Siebel 8 and the opportunities that these generate. We believe Siebel 8 has the potential to improve critical business processes whilst reinforcing the Department's commitment to the highest quality of customer service for the public.” – Martin Bellamy, Director, DWP &quot;Easier to use software, the ability to rapidly change business processes, and push learning tools are critical to delivering a superior customer experience and more effective change management. Siebel 8 appears to take a very significant step towards realizing these objectives through its task driven user interface.” – Andy Bodea, Home Depot
  18. 19. <Insert Picture Here> Oracle’s Siebel Sales 8.1
  19. 20. Siebel Sales 8.1 Highlights <ul><li>Increased Flexibility in Reporting with Oracle BI Publisher </li></ul><ul><li>Enhanced Forecast Accuracy & Quota Attainment with Customer Adaptive Forecasting </li></ul><ul><li>Superior User Experience with Global Account Hierarchy </li></ul><ul><li>Improved Alignment between Marketing & Sales with Enhanced Lead Management </li></ul><ul><li>Siebel Self-service </li></ul>
  20. 21. Siebel Sales 8.1 BI Publisher Integration <ul><li>Standards based reporting </li></ul><ul><li>Choice of data source, output presentation and delivery channels </li></ul><ul><li>Shipping with multiple reports for Accounts, Contacts and Opportunities </li></ul>Data Source Layout Tools Output Destinations <ul><li>Increased flexibility in reporting </li></ul><ul><li>Reduced complexity of the reporting infrastructure </li></ul><ul><li>Removes dependency on 3rd party products (Actuate) </li></ul>Key Benefits
  21. 22. Siebel Sales 8.1 Customer Adaptive Forecasting <ul><li>View forecast from cross-functional teams across orgs by supporting Sales Overlays </li></ul><ul><li>Support for ad-hoc revenue line items </li></ul><ul><li>Introducing Standard Forecast Series to enable flexible adjustment and rollup of forecasts </li></ul>Key Benefits <ul><li>Increased productivity and effectiveness of sales managers </li></ul><ul><li>Enhanced forecast accuracy </li></ul><ul><li>Improved quota attainment </li></ul>
  22. 23. Siebel Sales 8.1 Improved User Experience with Global Accounts <ul><li>Provides a context sensitive, hierarchical tree structure that allows quick navigation to acct related information: contacts, opptys, activities in an Explorer like interface </li></ul><ul><li>Ability to expand the list of associated biz objects to include: Assets, Quotes, SRs, Orders </li></ul><ul><li>Introduces faster algorithms to build complex account hierarchy structures & relationships </li></ul>Key Benefits <ul><li>Superior user experience with a Microsoft Explorer paradigm </li></ul><ul><li>Quicker access to account related information and related objects </li></ul><ul><li>Increased performance and scalability in populating acct hierarchy information </li></ul>
  23. 24. Siebel Sales 8.1 Lead Management <ul><li>Enhanced ‘Lead Qualifier’ UI with explicit lead conversion and rejection </li></ul><ul><li>Enhanced data import (leads, responses, customer lists) </li></ul><ul><li>Lead channel selection and Lead scoring rules </li></ul>Key Benefits <ul><li>Improved alignment between marketing and sales </li></ul><ul><li>Superior quality leads routed to sales leading to faster follow up </li></ul><ul><li>Higher conversion rates of leads to opportunities </li></ul>
  24. 25. Siebel Self-Service 8.1 Empowers Customers to Help Themselves <ul><li>Browse Products, Configure and Checkout </li></ul><ul><li>View/Modify Asset </li></ul><ul><li>Telco, Public Sector and High Tech focus </li></ul>eCommerce <ul><li>Manage Service Requests </li></ul><ul><li>Knowledge Base </li></ul><ul><li>Web Chat, Contact Us </li></ul><ul><li>Public Sector </li></ul>eService <ul><li>J2EE Fusion Middleware Application </li></ul><ul><li>Administration </li></ul><ul><li>User Registration </li></ul><ul><li>Profile Management </li></ul>CSS Platform Combines existing customer processes and rules with a flexible customer self-service solution
  25. 26. Siebel Sales Product Roadmap Continued Investment, Customer-Driven Development <ul><li>Personal Prospecting </li></ul><ul><li>Sales Prospector </li></ul><ul><li>Voice Applications </li></ul><ul><li>Complex Territory Management </li></ul><ul><li>Oracle BI Publisher Enhancements </li></ul><ul><li>Granular Access Control </li></ul><ul><li>Sales Methodology Connector </li></ul>Siebel: 8.x Siebel 8.x <ul><li>Web 2.0 </li></ul><ul><li>Sales Library </li></ul><ul><li>Mobile Sales Assistant </li></ul><ul><li>Microsoft Office Integration: Siebel CRM Outlook Edition </li></ul><ul><li>Enhanced Sales Forecasting </li></ul><ul><li>Embedded Sales Analytics </li></ul><ul><li>Seamless ERP integration </li></ul><ul><li>Adaptive Industry Task and Process Support </li></ul><ul><li>Advanced Wireless Support </li></ul><ul><li>Correspondence and Proposal Generation Re-Design </li></ul><ul><li>Mobile UI Enhancement </li></ul><ul><li>Delegate Primary Proxy </li></ul><ul><li>On Demand / On Premise Integration (Hybrid Model) </li></ul><ul><li>Oracle BI Publisher </li></ul><ul><li>Lead Management </li></ul><ul><li>Customer Adaptive Forecasting </li></ul><ul><li>Enhanced Global Account Hierarchy </li></ul>Siebel 8.1
  26. 27. Personal Prospecting A small percentage of leads are ready to buy and convert into Opportunities Over 65% have an intention to buy long term * * Lead Generation for the Complex Sale Effectiveness in Personal Prospecting is often cited ** as the single biggest factor between Sales Reps who miss their number, and those who exceed it. Yet it remains largely unassisted in SFA ** It’s common for less than 40% of a sales rep’s actual opportunities to originate with a formal lead. Personal prospecting makes up the rest. -Jeffrey Gitomer
  27. 28. Territory Management Enhancements <ul><li>Ability to develop strategic alignments </li></ul><ul><li>Simulate results and optimize alignments </li></ul><ul><li>Enhanced what-if impact analysis </li></ul><ul><li>Ability to manage alignments in Excel </li></ul><ul><li>Activate territory alignments </li></ul><ul><li>Mapping Capabilities </li></ul><ul><li>Enhanced Excel Capabilities </li></ul><ul><li>Territory Versioning </li></ul><ul><li>Audit trails </li></ul><ul><li>Date-effective Assignments </li></ul><ul><li>Home Dashboards </li></ul><ul><li>Monitor performance using analytics </li></ul><ul><li>View Version Activation History </li></ul>Performance Planning Execution
  28. 29. Contextual Sales Analytics <ul><li>Business Needs </li></ul><ul><li>Time consuming way of accessing analytic data </li></ul><ul><li>Lost revenue due to untapped business </li></ul><ul><li>No means for self assessments </li></ul><ul><li>Need to access different applications for coverage assessments </li></ul><ul><li>Contextual Analytics </li></ul><ul><li>Opportunity Management </li></ul><ul><li>Account Management </li></ul><ul><li>Forecasting </li></ul><ul><li>Usage Accelerator </li></ul><ul><li>Easily determine what business to concentrate on </li></ul><ul><li>Self assess performance </li></ul><ul><li>Have guidance on what to invest time in </li></ul>Sales Rep Sales Manager <ul><li>Determine optimal use of time for subordinates </li></ul><ul><li>Better pipeline coverage access </li></ul><ul><li>Quickly access untapped revenue potentials and forecast better </li></ul><ul><li>Better decision making </li></ul><ul><li>Just in time </li></ul><ul><li>Actionable </li></ul>Key Benefits
  29. 30. <Insert Picture Here> On Demand to On Premise Integration
  30. 31. Application Integration Architecture Oracle’s Standards-based SOA Implementation <ul><li>Powered by Oracle Fusion Middleware </li></ul><ul><li>Leverage Oracle’s best-in-class, standards-based SOA Middleware platform </li></ul><ul><li>Best Practice Processes </li></ul><ul><li>Optimize business performance leveraging Oracle’s extensive experience and best practices </li></ul><ul><li>Direct Integrations & Process Integration Packs </li></ul><ul><li>Rapidly implement discreet business processes using AIA’s pre-built, out of the box, integrations across Oracle Applications </li></ul><ul><li>Foundation Packs </li></ul><ul><li>Build cross-functional business processes across any of your applications utilizing a standardized approach and methodology </li></ul>
  31. 32. Oracle Integration Packs Pre-built, Sustainable, Best-of-Breed Integrations Using AIA <ul><li>Pre-built integrations enable rapid time to value </li></ul><ul><li>Orchestrated flows deliver end to end visibility across your Oracle Applications </li></ul><ul><li>Common object model and extension framework enable upgrades </li></ul><ul><li>Productized integrations reduce maintenance costs </li></ul><ul><li>Virtual suite with much richer functionality </li></ul>Pre-built Sustainable Integrations Back Office Applications Front Office Applications E-Business Suite Siebel CRM On Demand Opportunity to Quote E-Business Suite Siebel CRM Order to Cash Siebel CRM i-flex Account Origination with Core Banking E-Business Suite Adverse Event Reporting Others… Other… Other… Siebel CRM Call Center
  32. 33. A Connected Strategy <ul><li>Strategic, Enterprise Growth & Productivity Business Demands </li></ul><ul><li>Deliberate, Sophisticated End to End, Comprehensive Business Processes </li></ul>Siebel CRM <ul><li>Tactical, Short-Term or Urgent Business Demands </li></ul><ul><li>Ad hoc, Simple, Departmental Business Processes </li></ul>Siebel CRM On Demand Complete Business Flexibility Application Integration Architecture
  33. 34. Integration Phase I - Feature Overview <ul><li>Bi-Directional Data Integration: Account, Contact and Opportunity </li></ul><ul><ul><li>Account/Contact Addresses </li></ul></ul><ul><ul><li>Opportunity Product Revenue </li></ul></ul><ul><li>One-Way Product Data Synch (OP  OD) </li></ul><ul><li>Support for Multiple OD Instances </li></ul><ul><li>Integrated PIM Synch Support </li></ul><ul><li>Initial Data Load Support for: </li></ul><ul><ul><li>Existing OP, New OD </li></ul></ul><ul><ul><li>Existing OD, Existing OP </li></ul></ul><ul><li>Entity Cross Referencing in the Middle Tier </li></ul><ul><li>Integration Admin Worklists and Alerts </li></ul><ul><li>OD & OP Transaction Logging </li></ul><ul><li>Support for EIM / Remote Transactions </li></ul><ul><li>Certified for Siebel 7.8.2 (HOR) and Oracle CRM OD R15 </li></ul><ul><li>Extensible </li></ul><ul><li>Built on Oracle AIA using Fusion Middleware </li></ul>OP OD 1 OD 2 OD N Bi-directional Data Sync: Accounts Contacts Opportunities Products (OP published to OD) Oracle Application Integration Architecture (AIA) ORACLE FUSION MIDDLEWARE Phase 1 Capabilities
  34. 35. Integration Phase I – Feature Overview Benefits <ul><li>Core customer data sync </li></ul><ul><ul><li>Account (2 way) </li></ul></ul><ul><ul><li>Contact (2 way) </li></ul></ul><ul><li>Core SFA data sync </li></ul><ul><ul><li>Opportunity (2 way) </li></ul></ul><ul><ul><li>Product (OP to OD) </li></ul></ul><ul><li>Support for Multiple OD Instances </li></ul><ul><li>Distributed Assignment </li></ul><ul><li>Fully extendable </li></ul><ul><li>Built on Oracle AIA using Fusion Middleware </li></ul><ul><li>Certified for Siebel 7.8 [HOR] </li></ul><ul><li>Certified for Oracle CRMOD R15 </li></ul><ul><li>Single source of truth for customer and product data </li></ul><ul><li>Eliminate data silos; standardize processes </li></ul><ul><li>Enable limited enterprise-wide forecasting rollup </li></ul><ul><li>Support the needs of the most complex organizations </li></ul><ul><li>Choose the solution that makes sense for the business, keep aligned with the overall CRM strategy </li></ul><ul><li>Standards based, flexible architecture </li></ul><ul><li>Pre-built, sustainable integration </li></ul>CAPABILITIES VALUE
  35. 36. Oracle CRM On Demand Integration to Siebel CRM – Roadmap Opportunity to Quote Lead to Cash <ul><li>Support for Siebel 7.8 SIA, 8.x SIA </li></ul><ul><li>Bi-Directional Data Integration for Users, Leads, Notes, Tasks, Attachments, Assets and Service Requests </li></ul><ul><li>Hybrid OD-OP Team Collaboration </li></ul><ul><li>Enhanced Data Quality Management </li></ul><ul><li>Incentive Compensation Integration </li></ul><ul><li>Global Forecasting </li></ul><ul><li>Business Process Integration: </li></ul><ul><li>- Opportunity-to-Quote (OD-OP) </li></ul><ul><li>- Lead-to-Cash (OD-OP-EBS) </li></ul>Roadmap Considerations OD 1 OD 2 OD N OP Oracle Application Integration Architecture (AIA) ORACLE FUSION MIDDLEWARE Users Service Requests Industry Specific Bi-directional Data Sync: Accounts Contacts Opportunities Products (OP published to OD) Leads (with Siebel 8.1) Notes Tasks Attachments
  36. 37. <Insert Picture Here> Siebel CRM Outlook Edition
  37. 38. Siebel CRM Outlook Edition Accelerating User Adoption End User Productivity Managerial Knowledge Managed Choice Familiar User Interface Transparency
  38. 39. Siebel CRM Outlook Edition Flexible CRM inside of Outlook <ul><li>Sales Reps manage many daily tasks inside Outlook, need value of CRM data to maximize productivity </li></ul><ul><ul><li>Customer Insight: understand history of customer interactions available in CRM </li></ul></ul><ul><ul><li>Simplified Recordkeeping: easily save Outlook content in CRM without opening CRM client </li></ul></ul><ul><ul><li>Unified Data: keep Outlook calendar and contact list in sync with CRM </li></ul></ul><ul><ul><li>Portability: access CRM information in Outlook whether connected or disconnected from network </li></ul></ul><ul><li>=> Outlook Edition delivers CRM functionality where and how sales professionals work </li></ul>
  39. 40. Siebel CRM Outlook Edition Capability Overview <ul><li>Familiar Outlook user interface allows Sales Reps to view and manage CRM data </li></ul><ul><li>New widgets and Action Pane simplify data capture, interaction between CRM and Outlook content </li></ul><ul><li>Sync engine keeps Outlook and CRM data consistent and up to date </li></ul><ul><li>Framework allows customization and extensions </li></ul><ul><li>=> Oracle Siebel CRM Outlook Edition drives end-user productivity , CRM adoption , and business success </li></ul>
  40. 41. <Insert Picture Here> Social CRM Applications
  41. 42. The Internal Battle Over SFA “ You need to adhere to our corporate IT policy & standards” “ Hello? Hello? What about my needs?” “ You take forever to give me the information and reports I want” Sales Executive Sales Rep IT
  42. 43. CRM 2.0—The Next Evolution of Applications Enterprise Desktop ERP HRMS EMAIL User- and Business-Adaptive Applications CRM B BeeHive CRM OnDemand A
  43. 44. Mashups Web 2.0 Apps Gadgets Office/Mobile How Can Oracle Enable Enterprise/Sales 2.0?
  44. 45. Social CRM Applications Defining Principles <ul><li>Easy to use stand-alone applications </li></ul><ul><ul><li>Loosely connected together </li></ul></ul><ul><ul><li>Connected to CRM systems </li></ul></ul>SIMPLE FOCUSED SOCIALLY USED & DISTRIBUTED <ul><li>Focused on increasing productivity by empowering end users </li></ul><ul><li>Delivered directly to end users </li></ul><ul><li>Consumed through social distribution </li></ul><ul><li>Used collaboratively through social network </li></ul><ul><li>Provide access to data across internal and external assets </li></ul><ul><ul><li>Public data </li></ul></ul><ul><ul><li>Personal data </li></ul></ul><ul><ul><li>Company data </li></ul></ul><ul><li>Leverage Web 2.0 technologies, development models and delivery methods </li></ul>BEYOND COMPANY BARRIERS STANDARDS BASED <ul><li>Interoperate with other standards based Web 2.0 apps </li></ul>AGILE DRIVEN
  45. 46. Web 2.0 Applications for the Enterprise Oracle Sales Library Oracle Deal Management Oracle Sales Campaigns Oracle Sales Prospector
  46. 47. Oracle Sales Prospector <ul><ul><li>Offers insight on what to sell next based on analysis of buying patterns of customers with similar attributes </li></ul></ul>
  47. 48. Oracle Sales Campaigns <ul><ul><li>Empowers sales reps to create sophisticated html campaigns in email and track the result </li></ul></ul>
  48. 49. Oracle Sales Library <ul><ul><li>Provides a shared library to facilitate finding and sharing of sales content </li></ul></ul>
  49. 50. Oracle – Mobile Productivity Search Lookup Call Find an Address Share leads Contacts Check Schedule Create Appointments Update Leads Approvals Check To Dos Jot Notes Connect with Teams Follow-up Business Intelligence Alerts HR On the way to meeting After the meeting Throughout the day
  50. 51. Oracle – Mobile Productivity Search Lookup Call Find an Address Share leads Contacts Check Schedule Create Appointments Update Leads Approvals Check To Dos Jot Notes Connect with Teams Follow-up Business Intelligence Alerts HR On the way to meeting After the meeting Throughout the day
  51. 52. <Insert Picture Here> Widgets & Gadgets & Mashups
  52. 53. Oracle Gadgets Unleash Creativity <ul><li>Oracle Applications </li></ul><ul><li>Search </li></ul><ul><li>Google Finance </li></ul><ul><li>RSS </li></ul><ul><li>AJAX </li></ul>
  53. 54. Mashups Web 2.0 Apps Office/Mobile Device and Browser Independent Enterprise 2.0 Encourages End User Consumption of Enterprise Applications Gadgets
  54. 55. Oracle WebCenter Mashups Notifications Email Contextual Wiring Documents Discussions Personal / Group Spaces Presence Preferences Search Recent Favorites
  55. 56. <Insert Picture Here> Voice Applications
  56. 57. Voice Application Market Drivers <ul><li>Voice applications trending towards packaged apps </li></ul><ul><li>Voice-enabled services expected to grow 54% by 2011 </li></ul><ul><li>90% of all customer interactions still by phone </li></ul><ul><li>“ By 2010, 80% of companies would have integrated voice into some of their business applications” </li></ul><ul><li>- Gartner </li></ul>Voice Apps Spend by Development Paradigm
  57. 58. Message Management
  58. 59. Voice Application Benefits for SFA Calls logged as activities and attachable to Opportunities Easy Access to Sales Information Automatic transcription of voice messages into text Contextual caller information Quicker response to customer requests

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