SOURCE: Oracle Corporation

Oracle Corporation

November 10, 2009 08:00 ET

Oracle Unveils PeopleSoft Enterprise CRM 9.1

Web 2.0 and Customer-Driven Innovations Help Increase User Productivity, Accelerate Business Performance and Lower the Cost of Ownership

REDWOOD SHORES, CA--(Marketwire - November 10, 2009) - Oracle (NASDAQ: ORCL)


News Facts

  • To help organizations increase user productivity, accelerate business performance and lower the cost of ownership across CRM business processes, Oracle today announced Oracle's PeopleSoft Enterprise CRM 9.1.

  • Developed closely with feedback from more than 40 customers, PeopleSoft Enterprise CRM 9.1 introduces over 100 new features, 20 new Web services and two new products across Sales, Service and Marketing.

  • More than 4,000 PeopleSoft CRM pages are enhanced in CRM 9.1 to deliver a next-generation Web 2.0 user interface and experience enhancements.

Increasing User Productivity

  • PeopleSoft Enterprise CRM 9.1 users can leverage new collaboration tools such as chat, wikis, discussion forums, blogs and tagging to help them engage and connect with others in their knowledge network and increase productivity.

  • The latest release of PeopleSoft CRM includes drag and drop interactivity, partial page refresh, modal search windows, simpler navigation, as well as contextual, embedded insight for increased user effectiveness.

  • Redesigned user interfaces and streamlined business process flows help dramatically reduce clicks and page transfers, resulting in less time on an inquiry and more time for involvement with customers.

Enabling Lower Cost of Ownership

  • PeopleSoft CRM 9.1 is built on Oracle's PeopleSoft Enterprise PeopleTools 8.50, the PeopleSoft Enterprise technology platform, which offers a highly-flexible development environment for customers to manage, customize, integrate and support their PeopleSoft applications. Compatible with previous application releases, PeopleTools 8.50 helps reduce the total cost of ownership by providing customers valuable enhancements without requiring an upgrade to core CRM applications.

  • PeopleSoft CRM delivers even greater application configuration specifically for Sales and Marketing user interfaces and workflow, which can dramatically reduce customizations.

More Complete End-to-End Business Processes

  • Marketers can more effectively leverage lower cost marketing channels and expand marketing reach through new channels like SMS messaging and Events with Event Management.

  • Sales organizations can spend more time selling as sales management can respond more quickly to sales reorganizations with mass sales activity reassignment capabilities.

  • PeopleSoft CRM 9.1 vastly expands its product and service price rules capabilities, taking advantage of the robust price rule framework available in PeopleSoft Enterprise Pricer.

  • PeopleSoft Enterprise 9.1 can help increase adoption of lower cost service channels with streamlined email response management processes and enhanced self-service knowledgebase search effectiveness.

  • Global and duplicate case alerting functionality can enable contact centers to more effectively handle global and duplicate service issues resulting in reduced answer shopping and improved agent productivity.

  • Expanded CRM functionalities for Human Resources includes integration between PeopleSoft HelpDesk for Human Resources and Workforce Communications with the Oracle® E-Business Suite 12.1 Human Capital Management, enabling HR organizations to deploy lower cost, more effective multi-channel service delivery and workforce communications strategies.

Industry-Tailored Applications to Help Improve Business Performance

  • PeopleSoft Enterprise CRM 9.1 delivers new industry-specific requirements for Higher Education, Human Resources, and Communications markets.

  • Higher Education institutions can improve their recruiting, retention and student service delivery processes with expanded integration to PeopleSoft Campus Solutions.

  • As Communication providers look to provide innovative products, packages and pricing to gain competitive advantage and retain customers in a highly competitive and saturated marketplace, PeopleSoft CRM 9.1 for Communications helps providers offer their customers more tailored and flexible packaging and billing for services.

Supporting Quotes

  • "Academic support can be challenging to provide in a large, decentralized campus with a burgeoning student population," said Ken Scullion, Associate University Registrar, Ryerson University. "We expect that using PeopleSoft CRM for Higher Education 9.1 will assist Ryerson University to provide a virtual one stop academic support solution that will reduce the anxiety, frustration and stress levels of students. CRM also has the potential to provide efficiency benefits to academic support staff in the management of their responsibilities."
  • "Oracle is investing in the right things that customers care about: a 'Web 2.0' user experience, collaboration tools, marketing and service functionality improvements, and making upgrades easier," said William Band, vice president and principal analyst, Forrester Research, Inc. "I am sure the PeopleSoft fan club will be glad they now have a fully up-to-date CRM solution available to them." (1)
  • "We worked very closely with our customers on the release of PeopleSoft CRM 9.1, and we are excited to deliver key capabilities based on what customers have asked for and what they need to be more productive," said Paco Aubrejuan, Oracle's vice president and general manager of PeopleSoft. "In this release we enable our stakeholders to increase user productivity through Web 2.0 functionality, increase business performance and significantly lower cost of ownership. This latest release of PeopleSoft CRM 9.1 has created a great deal of customer excitement, especially when they see new functionality and new user experience for the first time."

Supporting Resources

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(1) "PeopleSoft Seeks a New Place in the CRM Sun with Release 9.1," Forrester Research Blog for Business Process and Application Professionals, William Band, October 30, 2009.

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