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Oracle Announces PeopleSoft Enterprise CRM 9.1


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Developed with feedback from more than 40 customers, Oracle has announced PeopleSoft Enterprise CRM 9.1, which introduces more than 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.

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

PeopleSoft CRM 9.1 is built on Oracle's PeopleSoft Enterprise PeopleTools 8.50, the PeopleSoft Enterprise technology platform, which offers a 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. Additionally, according to Oracle, PeopleSoft CRM delivers even greater application configuration specifically for Sales and Marketing user interfaces and workflow, which can dramatically reduce customizations.

In key new capabilities, PeopleSoft CRM 9.1 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.

Moreover, 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. And in this release, 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.

PeopleSoft Enterprise CRM 9.1 also 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, PeopleSoft CRM 9.1 for Communications helps providers offer their customers more tailored and flexible packaging and billing for services.

"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," states 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."

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