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

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

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
  • 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
  • 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
  • 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.”
  • “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.”


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