Oracle has announced new and upgraded applications for its Oracle Applications suite - Oracle Applications release 11i - introducing two new applications for customer self-support.
Oracle iSupport and eMail Center join new versions of iStore, Oracle iMarketing and iPayment. iSupport will enable companies to create an online information portal that allows customer to view data such as service contracts, order status, outstanding invoices and payment. Additionally, customers will be able to proactively seek answers to their support inquiries by browsing though frequently asked questions, searching the knowledge base of problem resolution or creating a service request and requesting a call back.
Oracle eMail Center manages high volumes of inbound and outbound customer e-mails, automatically classifying inbound e-mails, and creating suggested responses based on message content.
iStore is an end-to-end solution for creating, deploying and maintaining personalised online storefronts. Oracle iStore supports multi-currency and translation support, a product catalogue with search capabilities, a shopping basket which can be saved and shared with other users, customer profiling and personalisation, and customer service features such as order tracking.
Oracle iMarketing manages online marketing activities, including affiliate links, banner campaigns, online event sign ups, surveys, discounts and coupons as well as product recommendation or substitution based on shoppers profile or product availability. Additionally, iMarketing provides metrics that track campaign performance, such as resultant purchases and click-throughs.
iPayment provides payment service processing, including credit card authorisation and clearing, as well as payment routing based on business rules. iPayment works with key payment processing systems such as Cybercash and Verifone, and supports Internet security standards of SSL and SET.
Oracle`s Applications release 11i is scheduled to be available in the second calendar quarter of 2000.
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