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PaaS for Oracle Customer Experience:Practical PaaS for Oracle B2B CX Cloud Solutions
Justin GrochoskiDirector of MarketingCustomer ExperienceOct 01, 2014
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 3
Safe Harbor StatementThe 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.
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 4
Program Agenda
1
2
3
4
Oracle Platform as a Service
Customer Experience Issues and Challenges
How Oracle PaaS Enables Great Customer Experience
Summary
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 5
Key ComponentsOracle Platform as a Service
Database Cloud
Data storage Data import
MobileCloud
Mobile APIs Federated
identity Mobile security Any platform,
any device
Developer Cloud
Source code
management Build deploy
tools Web service
repository
Java Cloud
Logic and
business rules UI
modifications Full power of
J2EE
BI Cloud
Enterprise
analytics Reporting
Documents Cloud
External
document
collaboration Offline syncing Web, mobile,
desktop
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 6
Key Features Simplifies Back-End Deployments for Mobile Applications API Repository to enable front and back end developers to work
simultaneously to a common contract Client Agnostic – use Oracle Mobile Application Framework or
any other mobile framework for your apps REST based – JSON friendly Pass through or local security – basic, digest, SAML, token based
Differentiators Push Notifications Data Sync for building offline/online applications Pre built & custom connectors to Oracle & other
applications/services Catalog of application components and services to compose new
apps rapidly
Oracle Mobile Cloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 7
Key Features Full-featured: Dedicated 11gR2 or 12c DBMS Secure: Encryption - Network, DB, Storage Highly Available: Data Guard, RAC Cluster Managed: Oracle Backs Up, Patches, Upgrades All DB Tools: SQL Loader, Data Pump, JDBC, OCI, Enterprise Manager,
Any Third Party Tools Full portability: On-premise to Cloud
Differentiators All DB Options Secure Highly available with clustering Rapid and fully automated provisioning Fully Managed
Oracle Database Cloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 8
Key Features Industry’s #1 application server on the best engineered hardware Secure, highly available infrastructure Enterprise-grade, Open, Standard-based Database service & IDE integration Java EE apps, Web Apps, Web Services, REST services Fully managed and supported by ORACLE
Oracle Java Cloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 9
Key Features Secure, Agile, Team Development in Oracle Cloud Hosted GIT & Maven, Issue Tracking, Code Review, Wiki Continuous Build & Delivery Automated Deployment to JCS, JaaS, and On Premise Facilitates Developer Collaboration
Differentiators Tightly integrated in Oracle Cloud Ecosystem Accelerates Oracle PaaS/SaaS integration and extension Integrated into popular IDEs: Eclipse, JDeveloper, Netbeans Supports the complete software development lifecycle
Oracle Developer Cloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 10
Key Features Access content anywhere Automatically backup work Securely share and collaborate on content Easily send large files Manage sharing inside and outside the organization
Differentiators Comprehensive audit trail Updates made when offline are automatically synced upon
connection Integrations for Sales, Service and Marketing
Oracle Document Cloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 11
Customer ExperienceIssues and Challenges
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 12
Today, every business faces a digital challenge
around-the-clock availability xxxx big data xxxxxxx change at the
speed of business xxxxxx customer and employee
engagement xxxxxx digital x immediate information xxxxxx
mobile xxxxxx personalized service xxxxxxx real-time fulfillment
xxxxxxx social xxxxxx user experience xxxxxx zero errors xxxxxx
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 13
Common cloud concerns
Make changes quickly?
Secure data access?
Avoid business disruption?
Satisfy different user
needs?
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 14
Why is Platform as a Service Important to you ?More than a technology decision
Sources: Harvard Business Review “The Truth About Customer Experience” by McKinsey Partners Alex Rawson, Ewan Duncan, and Conor Jones; and Oracle Corp.
Companies are Moving to an “Outside In” Perspective …• Companies have to change fast to move at the same pace
as the customer• A range of available device and connection options are
needed• These options have a high degree of innovation to drive
competitive advantage
… and Turning Themselves “Inside Out”• Customers should never find a dead end in their
interactions• Capabilities can’t be isolated• BI must be holistic• Processes must be integrated
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 15
Oracle Customer ExperienceConnecting Every Interaction Your Customer Has With Your Brand
CUSTOMER
MARKETING CPQ COMMERCE SOCIALSALES SERVICE
BRAND
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 16
As a Company You Need One Set of Capabilities to Connect to Your Customers; Not Separate Ones
Oracle Confidential – Internal/Restricted/Highly Restricted
16
CUSTOMER
MARKETING
CPQ
COMMERCE
SOCIAL
SALES
SERVICE
BRAND
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 17Oracle Confidential – Internal/Restricted/Highly Restricted
17
CUSTOMER BRAND
MARKETING
CPQ
COMMERCE
SOCIAL
SALES
SERVICE
JAVA
DATABASE
As a Company You Need a CX Cloud … on a Robust Platform
As a Company You Need a CX Cloud … on a Robust Platform
SECURITY& IDENTITY
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 18
Oracle PaaS & Oracle Customer ExperienceHow Oracle PaaS Enables Great Customer Experience
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 19
Modern CX Cloud
Modern Cloud
Personalized
Applications tailored to your business with the speed and simplicity of SaaS
1 2Connected
Seamless integration of data and processes
across cloud, on premise and third
party
3
SecureTop to bottom security from the industry leader
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 20
Why?Personalized CX Cloud
Your users have
CHANGEDSocial Mobile Gen-Y Self Discovery
Learning Choice Innovation Expectation Information
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 2121
Modern CX Cloud: Personalized
Do More Within Your Cloud. Make It Your Own. Upgrade Safe.
Easily Create New Features & New Applications. Extend SaaS.
Enrich CX Cloud PaaS Tailor User ExperienceSaaS
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 2222
Modern CX Cloud: Personalized
Do More Within Your Cloud. Make It Your Own. Upgrade Safe.
Easily Create New Features & New Applications. Extend SaaS.
Enrich CX Cloud PaaS Tailor User ExperienceSaaS
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 23
Tailor Your CX Cloud within Oracle Apps
Benefits: Included in Oracle Apps:
Improve user experience
Increase user satisfaction
Protect tailored changes across software updates
• Tailor your brand
• Tailor data fields
• Tailor workflow processes
• Tailor dashboards
• Tailor UI on any device
• Tailor social conversations
Tailoring done by Business Users
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 24
Examples: Business Benefits:
How customers tailor their CX cloud Business Value of Tailoring
Tailor your brand1
2
3
4
5
Tailor data fields
Tailor workflow processes
Tailor dashboards
Tailor display on any device
Promote brand awareness and distinction
Place and validate data on the page
Modify approval processes as needed
Create unique dashboards that matter to you
Configure display on web and mobile
6 Tailor social conversations Select conversations to be updated based on sales actions
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 2525
Modern CX Cloud: Personalized
Do More Within Your Cloud. Make It Your Own. Upgrade Safe.
Easily Create New Features & New Applications. Extend SaaS.
Enrich CX Cloud PaaS Tailor User ExperienceSaaS
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 26
Enrich Your CX Cloud with Oracle Cloud PaaS
Benefits Oracle Cloud PaaS
Extend capabilities
One cloud platform
Streamlined development
• Create mobile apps
• Share documents externally
• Simplify and unify BI across business
• Use certified 3rd party apps from Oracle Cloud
partners
• Develop, access data & test apps quickly
Build seamless extensions to enrich CX
to create new features and new applications
with standards-based tools
with applications portable to other platforms
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 27
Examples: Business Benefits:
How customers enrich their CX cloud Business Value of Enriching
Create a Mobile App1
2
3
4
5
External Document Sharing
Unify and Simplify BI
Get certified 3rd Party Apps
Develop App & Access External Data
Assist sales reps with automated lead follow-up
Share documents with partners
Gain visibility into partner sales data quickly
Create stunning proposals, contests for reps
Create drug application for MD
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 28
Tailor within SaaS. Enrich with PaaS.Personalize Your CX Cloud
Database Cloud
Developer Cloud
Java Cloud
Documents Cloud
BI Cloud
Social Cloud
Data storage Data import
Logic and
business rules UI modifications Full power of J2EE
Source code
management Build deploy tools Web service repository
Social relationship
management Listening, engagement Enterprise social
network Data management
External document
collaboration Offline syncing Web, mobile,
desktop
Enterprise
analytics Reporting
Oracle CX Cloud
Rich tailoring
capabilities Mobile support Embedded social
collaboration Tailor approvals/
workflows
CloudMarketplace
MobileCloud
Unique apps By cloud partners Certified
Mobile APIs Federated identity Mobile security Any platform, any
device
One Cloud Platform
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 29
With a Personalized CX Cloud
Your business can
CHANGESocial Mobile Gen-Y Self Discovery
Learning Choice Innovation Expectation Information
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 30
Oracle Applications Cloud and ServicesGo beyond other cloud providers. Modern. Complete.
Global HumanResources Talent Management Sales Service Commerce Enterprise Resource Planning &
Performance ManagementMarketing
Social Marketing Social Engagement & Monitoring Social Enterprise Network Social Data & Insight
Storage Compute Messaging Identity Sync
TAILOR
Mobile Java Database Documents Business IntelligenceDeveloper Cloud Marketplace
ENRICH
Applications
Platform
Infrastructure
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 31
Oracle’s Cloud Leadership
Cloud Customers in
180+ Countries
13 Global Data Centers
2,100+ CloudCX Customers
21,500,000+ End Cloud Users
10,000+CloudEnterprise Customers
Cloud Customers In
34 Languages
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Use Case Overview
32
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 33
Overview: Competitive Comparison Calculator
• AIM: “Build an iPad application that reps can use to help accelerate sales cycles when competing against SFDC”
• Build next generation application using Oracle’s PaaS for SaaS platform
• Real-life use case to prove platform capabilities and ease of use
• Production-ready system to be leveraged by 1000’s of Oracle sales reps globally on a day to day basis
• Tool for sales reps to show prospects capabilities of Oracle PaaS for SaaS
• Integrated into Oracle’s Engineered Selling Process initiative
Focus & Background
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 34
Overview: Competitive Comparison Calculator
• Build a simple to use iPad application for reps
• Reps enter minimal data on prospect
• Application generates a “prospect specific” PDF document using pre-defined TCO/ROI calculations
• Rep then shares PDF with their team via Oracle Social Network
• Rep emails or presents the report to their prospect
• Analytics allows for tracking of rep use of the application and metrics produced
Use Case Scenario
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |35
Use Case Flow
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 36
Overview: Competitive Comparison CalculatorHigh Level Flow
Application Built &
Deployed
Rep Gets Report
Sales Rep Enters Data
Data Sent For Calculation
Results Calculated
Metrics Captured
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 37
Application Built & Deployed
• iPad application developed using ADF Mobile part of Mobile Cloud
• Server components developed using JDevloper part of Developer Cloud
• Deployed to iPad via Apple App Store
MobileCloud
DeveloperCloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 38
Sales Rep Enters Data
• Using iPad application sales reps enters prospect data
• Simple to use ADF Mobile UI components make data entry easy
• Data stored on local iPad• Sales rep clicks SUBMIT to start
calculations
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 39
Data Sent for Calculation
• Data entered by sales rep now needs to be sent to server for calculations
• iPad application sends data to server running in Java Cloud via REST API calls
• Calculated Data is returned to iPad application as a JSON object from Java Cloud
JavaCloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 40
Results Calculated
• Java code running on Java Cloud runs rules and derives calculated comparison values
• Java code calls Database Cloud to store results
• Java code calls Database Cloud to store audit report
• Java services communicate with iPad application via REST API’s
DatabaseCloud
JavaCloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 41
Rep Gets Report
• iPad application renders the calculated data to be shared and discussed with customer
• Rep can request a PDF report and share it via OSN with account team
• Rep can email PDF report or share it via their iPad with prospect
• Report can also be saved for further use and/or additional edits Java
CloudSocialCloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 42
Data Sent for PDF
• iPad application data is resent to server running in Java Cloud via REST API calls
• PDF document link is returned to iPad application as a URI from Java Cloud
• Rep opens the URI in Safari to download the PDF document from Java Cloud
JavaCloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 43
Results Calculated
• Java code calls Database Cloud to store results
• Java code calls Database Cloud to store audit report
• Java code builds PDF document from calculations
• Java services communicate with iPad application via REST API’s
DatabaseCloud
JavaCloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 44
Metrics Captured
• When calculation runs the results are stored in a Database Cloud schema
• Today results can be seen via SQL tools
• Future Enhancement: Use Business Intelligence Cloud to create a personalized dashboard to display metrics
DatabaseCloud
BICloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |45
High Level Architecture
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 46
High Level Architecture (build the report on iPad)
iPad App
(Mobile Cloud)
Java Cloud
Database Cloud
(Business Intelligence
Cloud)
Sales Rep Enters Data
Data Passed via REST API calls
Calculations completed & stored in DB
iPad App
(Mobile Cloud)Calculated Data
Returned as JSON object
Dashboards read stored data
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 47
High Level Architecture (request a PDF)
iPad App
(Mobile Cloud)
Java Cloud
Database Cloud Social Cloud
(Business Intelligence
Cloud)
Sales Rep Requests PDF
Data Passed via REST API calls
PDF created and data stored in
Database Cloud
iPad App
(Mobile Cloud)PDF created and
returned as a URI (link) to the
PDFPDF report
passed to OSN
PDF report
Dashboards read stored data
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 48
High Level Architecture (request a XLSX)
iPad App
(Mobile Cloud)
Java Cloud
Database Cloud Social Cloud
(Business Intelligence
Cloud)
Sales Rep Requests XLSX
Data Passed via REST API calls
XLSX created and data stored
in Database Cloud
iPad App
(Mobile Cloud)XLSX created
and returned as a URI (link) to
the PDFXLSX report
passed to OSN
XLSX report
Dashboards read stored data
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Oracle PaaS for SaaS
49
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 50
Tenets of Next Generation - PaaS for SaaS
True Enterprise Development Platform
Enterprise Grade Runtime Platform
Simple to Understand Limits
Complete lifecycle together with standards-based tools
Secure, Scalable and Governed
Build how you want to .. not get forced into a design
Most Complete PaaS FootprintNext Generation Cloud Capabilities
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 5151
Most Complete PaaS Footprint
MobileCloud
Oracle CXCloud
DatabaseCloud
JavaCloud
DeveloperCloud
DocumentCloud
CloudMarketplace
BICloud
SocialCloud
Database Back UpCloud
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 52
Thank YouJustin Grochoski [email protected] @justingrochoski
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 53