1 Copyright 2013 Oracle andor its affiliates All

1 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Safe Harbor Statements The 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. 2 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Boost your sales and service productivity with Oracle CRM Analytics Paul Rodwick – VP, BI Product Management July 2013

Agenda § Introduction to Oracle BI Applications – What are BI Applications? – Recent Releases – BI Applications as a Stepping Stone to Fusion Applications § Customer Success § Roadmap and Future Investments § Q&A 4 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Key Corporate Objective Maximizing Customer Value & Operational Efficiency Customers Front Office / CRM • Primary Role: Identify, acquire & support customers • Key Objective: Grow revenues and profit by maximizing customer value • Primary Functions: Sales, Marketing, Service, Contact Center 5 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Back Office / ERP Suppliers • Primary Role: Buy, make, and deliver products, support the workforce, and manage finances • Key Objectives: Maximize operational efficiency, quality & accuracy while controlling costs • Primary Functions: Finance, HR, Supply Chain Operations, Procurement, Order Management

Critical CRM Front Office Interactions online interactions Sales & Partner Contact Center Customer social Marketing & Loyalty 6 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Service

Business Requirement: Answers to Rapidly Emerging Questions • How are actual sales tracking against forecast and plan by region? Sales & Partner Contact Center • What are the best products to cross and up-sell? • Why are sales opportunities being lost? Marketing & Loyalty 7 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Service

Business Requirement: Answers to Rapidly Emerging Questions • Which campaign tactics are most effective? Sales & Partner • Which offers are succeeding with Contact Center different customer segments? • What is the product mix compared to plan? Marketing & Loyalty 8 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Service

Business Requirement: Answers to Rapidly Emerging Questions • What are average handle times and abandonment rates? Sales & Partner • Which are the most productive Contact Center and efficient CSR’s and why? • What are the best cross-sell and up-sell offers for each segment? Marketing & Loyalty 9 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Service

Business Requirement: Answers to Rapidly Emerging Questions • How do I reduce costs while Sales & Partner maintaining high customer satisfaction? • What are quality levels and Contact Center component failure rates by product? • How long is it taking to resolve new service requests? Marketing & Loyalty 10 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Service

Business Requirement: Visibility Across Functional Areas § Best align switch workflows to increase customer sat Sales & Partner Contact Center § Convert inbound service calls to sales • • Improve lead follow-up and conversion Understand campaign impact on revenue Improve customer product and service offerings Customer • • Marketing & Loyalty 11 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. • • Devise marketing programs to deflect product availability or quality issues Understand how marketing promotions impact service centers Monitor and manage service channel usage / mix Understand compliance of call handling to SLA’s Monitor customer satisfaction vs. service cost Service

Introducing: Oracle BI Applications Prebuilt Solutions for EBS, People. Soft, Siebel, JD Edwards, Fusion & more § Benefits – Add insight to CRM and ERP applications – Easy to adapt and extend § Unique features – Tight integration with OLTP systems – Works with existing IT environment – Fast time to value; Low TCO – Over 4, 000 customers 12 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Oracle BI Applications Delivering CRM Business Insights Sales Analytics • Improve pipeline visibility • Quickly spot opportunities / threats • Reduce revenue leakage from Opportunity to Quote to Order • Discover high potential segments • Maximize return on spend • Identify customer data gaps • Optimize customer reach Price Analytics *Customer DM Analytics Marketing Analytics Alignment Across Functions Optimize customer relationships across all business processes Service Analytics Contact Center Analytics 13 • Improve customer service • Drive efficiency, lower costs • Increase customer retention and promotion effectiveness. • Optimize staffing for call volumes • Monitor CSR performance & drivers • Enhance partner channel visibility and coordination Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Loyalty Analytics Partner Analytics

Example of CRM Related Business Questions Sales Analytics How does the sales pipeline health look like? Do we see significant incompatibilities in forecast and pipeline figures across quarters ? Are we bringing in orders fast enough ? How does it compare with the last qtr ? What are the top opportunities this quarter that need my attention? How do the members of my sales team compare on sufficiency/quality of pipeline ? 14 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. How well is my sales team closing orders and meeting their quota? Is the weekly pipeline buildup fast enough? How do we compare with the last quarter ?

Oracle BI Applications Product Family Rapid Performance Insight CRM ANALYTICS SALES • • • SERVICE & CONTACT CENTER MARKETING Pipeline Analysis Forecast Accuracy Up-sell/Cross-sell Cycle Times Lead Conversion Sales Team Effectiveness • Campaign • • Service Effectiveness Customer Satisfaction Resolution Rates Service Rep Efficiency • Service Cost • Service Trends Effectiveness Customer Insight Product Propensity Market Basket Analysis Campaign ROI Analysis • Deal Life Cycle • Deal Desk Analysis • Product Pricing Performance • Member • • Demographics Membership Trends Promotion Cost Promotion Effectiveness Points Analysis HUMAN RESOURCES FINANCIALS • • • General Ledger Accounts Receivable Accounts Payable Cash Flow Profitability Expense Management • • • Employee Productivity Compensation Talent Management Recruiting Analysis Learning Analysis Workforce Profile • • Plan to Produce Work Orders Inventory and WIP Quality Resource Usage Bill of Material Costing Kanban • • • Revenue & Backlog Inventory Analysis Fulfillment Status Customer Status Order Cycle Time BOM Analysis STUDENT INFORMATION ANALYTICS PROJECTS • Project Funding and • • Budget Product Cost Project Revenue Project Billing Project Profitability • Admissions and Recruiting • Student Records • Student Financials ENTERPRISE ASSET MANAGEMENT PROCUREMENT & SPEND SUPPLY CHAIN & ORDER MGMT MANUFACTURING LOYALTY PRICE • Price Segments • Price Waterfall ERP ANALYTICS • Direct & Indirect • • • Spend Buyer Productivity Contract Compliance Supplier Perf. Purch. Cycle Time Employee Expense • • Maintenance History Maintenance Costing Asset Genealogy Breakdown & Preventive • Quality • Inventory ORACLE BUSINESS INTELLIGENCE FOUNDATION SOURCE ADAPTERS: 15 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. AND OTHER OPERATIONAL AND ANALYTIC SOURCES

Deeper than Dashboards Oracle BI Applications 1 Pre-Built Analytic Warehouse 2 • Business Analytics Warehouse • Over 100 star schemas • Designed for analysis and reporting 3 Best Practice Metrics • Over 9, 000 metrics • Additional pre-defined calculations • Based on best practices 16 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Certified Application Integration • Pre-mapped integration • Fusion, EBS, PSFT, SEBL , JDE, SAP, IBM • Role-based Security 4 Role-Based Dashboards • Over 500 Dashboards and Pages • Over 3, 000 reports • Across Lines of Business

Oracle Embedded Business Analytics Intelligence Embedded In Business Processes 17 4 Take Action 3 Optimize Copyright © 2013, Oracle and/or its affiliates. All rights reserved. ORACLE APPLICATIONS BUSINESS PROCESSES 1 What Happened 2 Why Did It Happen?

Oracle Embedded Business Analytics Insight to Action With Contextual Integration INSIGHT Late Payment Trend Headcount Budget Analysis Finance Hold Credit HR Approve Hire Forecast Update Product Safety Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Poor Campaign Results Sales Service Supply Marketing Chain Approve Discount Escalate Issue ACTION 18 Supply Shortfall Change Request Redirect Funds

Speeds Time To Value and Lowers TCO Build from Scratch with Traditional BI Tools Oracle BI Applications Training / Roll-out Define Metrics & Dashboards DW Design Back-end ETL and Mapping Quarters or Years Source: Patricia Seybold Research, Merrill Lynch, Oracle Analysis 19 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. ü Faster deployment ü Lower TCO ü Assured business value Training / Rollout Define Metrics & Dashboards Easy to use, easy to adapt Role-based dashboards and thousands of predefined metrics DW Design Back-end ETL and Mapping Weeks or Months Prebuilt Business Adapters for Oracle EBS, People. Soft, JD Edwards. Siebel, SAP, others

Total Economic Impact of Oracle BI Apps Based on commissioned study conducted by Forrester Consulting Validated Benefits § Lower Procurement Spend - 5% lower procurement costs in Year 1 of the study and increased to 7% in Year 2. § Accounts Payable Savings - Savings of more than $1 million per year by the third year of the study § IT and business labor savings - Apps created efficiencies in both the IT and business sides of the organization. § Lower Inventory Working Capital – 15% reduction in inventory for the affected product categories 97% ROI with a 20 Months Payback Period* § Increased gross sales and prices- 0. 3% increase in average sales price and 0. 4% lift in sales at affected parts of the organization *Composite Organization Three-Year Risk-Adjusted ROI Source: The Total Economic Impact of Oracle BI Applications, " commissioned study conducted by Forrester Consulting on behalf of Oracle, October 2012 20 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. .

All BI Applications are BI Mobile Certified 21 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

What Does Exalytics Mean for BI Applications? Speed of Thought Analysis 1. Make Existing Deployments Blazing Fast – Orders of magnitude faster end user response times – Exalytics up and running in days 2. Reduce Development Time on BI Applications Extensions – New dashboard development cost reduced (less dashboards, less tuning) – Practically eliminate need for custom aggregate tables 3. Get Ready for Enterprise Adoption! – Up to 50, 000 users on a single Exalytics machine (but can start small) – More end user interactivity and instant responsiveness means higher user adoption – Enables immersive mobile experience 4. Supports a New Class of BI Applications – Real-time forecasting, optimization and scenario modeling on large data sets 22 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Agenda § Introduction to Oracle BI Applications – What are BI Applications? – Recent Releases – BI Applications as a Stepping Stone to Fusion Applications § Customer Success § Roadmap and Future Investments § Q&A 23 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

What’s New in BI Applications 11. 1. 1. 7. 1 Indirect Spend Planning § § § Student Information Analytics New Content Enhancements New Applications Oracle Golden. Gate New OBIEE 11. 1. 1. 7 24 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Financials HR Projects CRM Procurement & Spend Supply Chain & Order Management Oracle Data Integrator New Data Integration § § Data Lineage ETL Validation GUI Based Configuration Functional Setup Tool New TCO Tools

BI Applications 11. 1. 1. 7. 1 Summary of Features § Most significant BI Applications release in three years. § Significant expansion of content and new products § Completely re-architected solution leveraging the power of ODI § Released on the latest version of OBIEE 11. 1. 1. 7 § Number of new out-of-the-box tools to increase productivity and drive down TCO § Golden Gate option available for customers that have significant ETL time pressures 25 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Oracle BI Applications PS 1 (11. 1. 1. 7. 1) Additional Content for Applications Unlimited Customers • FINANCIALS – Commitment Control & Public Sector Financial/Budget Analysis (EBS & PSFT) – Fixed Assets (EBS) • PROCUREMENT & SPEND – Sourcing Analytics – Enhancements to Change Orders and Agreements • HR – Time & Labor (EBS & PSFT) – Global Payroll (PSFT) – Transfers (EBS & PSFT) • SUPPLYCHAIN AND ORDER MANAGEMENT – Costing – Inventory Cycle Count – Other Enhancements • PROJECTS – Resource Management (EBS & PSFT) – Cross Charge (EBS & PSFT) – Forecasting Enhancements & Commitments (PSFT) – GL Reconciliation (EBS & PSFT) • STUDENT INFORMATION ANALYTICS – Admissions, Recruiting, Records, partial Financials (PSFT) • CRM – Service Analytics Enhancements (EBS) – Price Analytics (EBS) 26 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. • OPERATIONAL PLANNING – Indirect Spend Planning

Visualizations & Interactions Enabled by OBIEE 11. 1. 1. 7 in BI Applications PS 1 Performance Tiles Waterfall & Stacked Bar Freeze-Header Tables Updated Styles Precision Layouts Improved Printing Full Featured Excel Interaction 27 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Next Generation Data Integration BI Applications 11. 1. 1. 7. 1 with Oracle Data Integrator and Golden Gate Oracle Data Integrator provides § In-database E-LT Transformation vs. E-T-L § Best in class performance, scalability, availability § Lightweight deployment for lower TCO § Faster time-to-value through declarative design Oracle Golden Gate option for BI Apps § Reduce load on source system by streaming data continuously into persistent store in the DW § More reliable change data capture and delete support § Enables near real time DW refresh 28 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Agenda § Introduction to Oracle BI Applications – What are BI Applications? – Recent Releases – BI Applications as a Stepping Stone to Fusion Applications § Customer Success § Roadmap and Future Investments § Q&A 29 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Embedded, Actionable BI Surmounts the Challenges of Traditional BI THE OLD WAY THE NEW WAY Search Transactions Tools Reports Navigation Disconnected. Open Ended 30 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Analytics Integrated. Closed Loop.

Better Analytics in Fusion Applications Better Decisions Today’s Challenges 31 Future with Fusion § Historical Data § Backwards Looking ü Real-time, Predictive Data ü Improved Decision Making § Reports and Analyses § Delivered Standalone ü Contextually Relevant Insight ü Delivered in the Work Process § Multiple BI Tools § Unique Skills § Fragmented Views § Used by Few ü Single BI Foundation ü Common Skills ü Enterprise Perspective ü Used by Many Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Engineered as a Single System BI Embedded Throughout Oracle Fusion Financial Management Oracle Fusion Human Capital Management General Ledger Accounts Payable Asset Management Global Human Resources Workforce Lifecycle Manager Benefits Management Payments & Collections Accounts Receivable Cash & Expense Management Compensation Management Talent Review Performance & Goal Mgmt Global Payroll Network @ Work Business Intelligence Common Modules Business Intelligence Oracle Fusion Project Portfolio Management Oracle Fusion Supply Chain Management Product Master Distributed Order Data Management Orchestration Inventory Management Oracle Fusion Customer Relationship Mgmt Oracle Fusion Procurement Project Billing Project Performance Reporting Purchasing Self-service Procurement Sourcing Customer Master Project Control Project Integration Gateway Project Contracts Procurement Contracts Supplier Portal Spend & Performance Analysis Incentive Compensation 32 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Business Intelligence Shipping & Receiving Business Intelligence Project Costing Business Intelligence Cost Management Global Order Promising Sales Marketing Mobile & Outlook Territory & Quota Integration Mgmt Business Intelligence

Fusion Reporting and Analytics Consistent, Timely, Complete Oracle Transactional BI (OTBI) 33 • Real time, self service reporting directly off Fusion Apps data • Pre-packaged content covering major Fusion Applications • Built on Oracle BI EE technology Oracle BI Applications (OBIA) • Unlimited historical analysis, including trending and cross-domain insight • Pre-packaged data warehouse, ETL, metrics, and interactive dashboards • Available for EBS, Peoplesoft, JD Edwards, Siebel & now extending to Fusion • Built on Oracle BI EE technology Specialized Analytics • Financial statements, sales territory planning, project performance, and more built on Essbase technology • Whitespace analysis built on Real-Time Decisions and Oracle Data Mining technologies Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Agenda § Introduction to Oracle BI Applications – What are BI Applications? – Recent Releases – BI Applications as a Stepping Stone to Fusion Applications § Customer Success § Roadmap and Future Investments § Q&A 34 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Key Trends and Product Momentum Oracle BI Applications • “Buy & Extend” growing in popularity over “Build” • FY 12: 530+ (30% Yo. Y growth) unique net new customers • Nearly half of customers license 3 or more BI Applications • Significant expansion in global markets • FY 11: ~50% growth rates • Proven products means more complex, enterprise wide deployments • 10+ heterogeneous sources is not uncommon • Growing partner ecosystem (internal and external) • Bolt-on BI Applications for industry-specific and vertical areas • BI 11 g is driving a lot of upgrade interest • 35 Fresh UI, Essbase integration, Mobile and now Exalytics Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

36 Communications Public Sector Finance / Banking Consumer Goods High Tech Retail Aero / Industrial Insurance / Health Life Sciences Travel & Transport Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Rapid Deployments in Weeks Against Oracle Applications Unlimited and Non-Oracle Sources 16 weeks 75 days 11 weeks 14 weeks 12 weeks 100 days 37 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Over 4, 000 BI Applications Customers Implementations Range from Single Source to Distributed Multi. Source / Multi-Instance Multi Sourced - 3 EBS instances, SAP and legacy - 6 JDE instances and 1 EBS - 15 EBS instances - Multiple Siebel instances EBS SIEBEL - JDE and legacy 38 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Oracle BI Applications PSFT SAP Legacy Multi Instance & Version Oracle BI - EBS and People. Soft - 5 ERPs -EBS, SAP, Navision, Legacy JDE Applications EBS Americas EBS EMEA APAC

Agenda § Introduction to Oracle BI Applications – What are BI Applications? – Recent Releases – BI Applications as a Stepping Stone to Fusion Applications 39 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. § Customer Success § Roadmap and Future Investments § Q&A

Oracle Applications Planning BI Applications Current Releases and Roadmap BI Apps 7. 9. 6. 4 January 2013 • • • For Applications Unlimited customers ETL with Informatica New Manufacturing Analytics New Enterprise Asset Management Analytics New SLA support for EBS R 12 (patch) BI Apps 7. 9. 7. 2 September 2012 • For SAP customers • ETL with ODI • Financials, Procurement & Spend, Supply Chain & Order Management Analytics BI Apps 11. 1. 1. 7. 1 May 2013 • For Application Unlimited customers • ETL with ODI 40 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. What’s Next 0 -12 month planning cycle • Data model and release integration across Fusion and Applications Unlimited • ODI and Informatica : release alignment • New content: Talent Management, PLM Analytics integration, EAM enhancements, Student Analytics enhancements • New adapters: Procurement & Spend Analytics for JDE, Supply Chain & Order Management Analytics for People. Soft • New cloud adapters: Adapters to Fusion Cloud Service, Taleo adapter, Right. Now adapter • User Experience Redesign (partial) • Cost of Ownership Improvements: Data Lineage, ETL Data Validation Future Directions Post 12 month planning cycle • BI Applications as Oracle Cloud Service • New content/modules: Grants, Benefits, Depot Repair & Field Service, EVM & Project Scheduling • New adapters: Manufacturing Analytics for JDE, Eloqua adapter • Additional operational planning applications • Unstructured/big data analytic applications • Continue user experience redesign • Additional cost of ownership improvements

Future: Customer Big Data Analytic Application Product Concept Single 360 o view of customers across all channels § Customer event model can be extended with other organization specific, relevant sources of customer information (social, web activity, promotion responses, loyalty) Service Interactions Data using Hadoop-based infrastructure • Scalable customer event model • Identity resolution & other enrichment • Real-time query services § Foundation for more intelligent CRM business processes in marketing, sales, service, pricing & brand management 41 Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Social, Web Activity Other Customer Data Marketing Responses § Hybrid between traditional DW and Big

Questions 42 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Safe Harbor Statements The preceding 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. 43 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

44 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

45 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.