New and upgraded applications that offer complete capabilities for managing customer relationships over the web - covering the spectrum from marketing and sales to customer support - have been announced by Oracle Corporation.
Oracle iSupport and Oracle eMail Center, and new versions of Oracle iStore, Oracle iMarketing and Oracle iPayment, leverage the power of "self-service and the web" as a low cost, high productivity method of interacting with customers, according to Glenn Lottering, CRM business development manager, Oracle Corp SA.
"As companies gain more experience doing business on the Internet, they are increasingly realising that establishing a successful online presence requires more than an online store front - this is equally true for 'dot coms` and more traditional 'brick and mortar` business," says Lottering.
"By leveraging the customer information that can be gathered by blending all customer interactions, and integrating those interactions with back office applications, companies can truly understand their customers and provide them a superior experience,`` he says.
"Out-of-the-box integration between Oracle`s online customer offerings and back-end applications truly enables companies to gain a 360 degree customer view."
He adds that a web site that does nothing more than display simple content on handling basic transactions is no longer sufficient to be competitive.
"Businesses need to utilise the web`s power to provide integrated marketing, sales and support, or they risk being out manoeuvred by competitors who can respond faster, offer a better customer experience, and target and sell products in a more personalised way.
"The Oracle e-business suite makes it possible for virtually any company to become more customer facing and establish a powerful, responsive and competitive web presence."
The Oracle suite of applications includes:
Oracle iStore
Oracle iStore is an end-to-end solution for creating, deploying and maintaining personalised online storefronts.
Oracle iStore is the first web store that includes everything needed for global commerce: from multi-currency and translation support, to a product catalogue with extensive search capabilities, a shopping basket which can be saved and shared with other users, customer profiling and personalization and even customer service features such as order tracking.
iStore includes comprehensive integration to traditional front office and back office applications in order to fully automate the process of self-service ordering, from product availability checking to final delivery.
Oracle iMarketing
Oracle iMarketing manages all 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.
With tight integration to iStore, online shoppers who view a banner ad on a partner`s site will be able to click on the link and be transferred directly to the checkout stand to complete the purchase.
Additionally, iMarketing provides metrics that track campaign performance, such as resultant purchases and click-throughs.
Oracle iPayment
Oracle 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 and supports Internet security standards of SSL and SET.
Oracle eMail Center
Oracle eMail Center manages high volumes of inbound and outbound customer e-mails. Oracle eMail Center automatically classifies inbound e-mails and creates suggested responses based on message content.
Oracle iSupport
Oracle 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.
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