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COD Partner StrategySR. Principal Product Manager, Balaji SundaraCOD 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 existsPM 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

Invited Partners for Beta Program

• Serene• CRMiT• Code Theater• easyCRM• Vsoft• Rene added MTSI, Promero, CD Group, AMX

• Per Tim > what does the partner need as a commitment to do this?

• Will look for pitfalls during beta process• Announce on August 24th

• Must be a CP / CAP – certified CRM OD Partners• Until then, Tom Herold is the contact for assisting partners to

coordinate the OCS until this is

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved

Training, Documentation and Collateral

• Training

http://ouweb.us.oracle.com/crmondemand/cont_demand.html

• Documentation

http://download.oracle.com/docs/cd/E12850_01/homepage.html

• Call Center CRM home

http://my.oracle.com/portal/page/myo/CRM/Call%20Center%20CRM%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: 1st 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

Call Center On Demand Projects – Contact ON Demand

Partner Consultant Customer/ COD Provisioning Team/ Operations

Partner Consulting Mgr

Completed Questionnaire/

Agent Lists

Project Notice to Proceed

Build out customer system

Complete Call Flow Diagram/

Scripts

Make initial contact with

Customer – Set Kickoff Date

Kickoff Meeting * Agenda* Preso

* Timeline

Kickoff Meeting* Agenda* Preso

* Timeline

Completes Customer

Questionnaire/Agent Lists

Business Requirements

Meeting* Agenda* Preso

Completed Call Flow Diagram/

Scripts

Call Flow Meeting* Agenda

Completed Call Flow Diagram

Call Flow MeetingCustomizations

* Agenda

* Business Requirements Meeting and Call Flow Meeting may be combined for customers with less

complex requirements

To Next Page

* Call Flow Meeting is optional for COD

Provisioning Team

* SLA calls for system readiness by 10 days

after receipt of recorded scripts

Informs COD Operations and

Sales of the opportunity

Any changes to the norm,

customizations etc. are discussed

Any changes to the norm,

customizations etc. are discussed

Call Flow MeetingCustomizations

* Agenda

Call Flow MeetingCustomizations

* Agenda

Call Flow Meeting* Agenda

Ops Creates Tenent

Oracle Internal and Confidential – This Document is for Planning Purposes – some parts of plan not yet approved

Partner Process Flow – page 2Call Center Consulting Project – CRM On Demand

COD Provisioning Team/ Operations

teamCustomerParter Consultant

Partner Consultng Resource Mgr

EndUser Training

Production Readiness/Project Closeout Meeting

* Agenda* Presentation

Testing/Validation

Project Acceptance /

Customer testing

Turnover Meeting* Agenda

* Turn Over Document

Turnover Meeting* Agenda

* Turn Over Document

Project Complete

Implementation

From page -1

Implementation plans reviewed by

COD OPS

Project in Production

Production Readiness/Project Closeout Meeting

* Agenda* Presentation

Production Readiness/Project Closeout Meeting

* Agenda* Presentation

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