2. Agenda
• Web Site Business Drivers <Insert Picture Here>
• Customer Success: MeadWestvaco
• Key Concepts
• Self-Optimized Content Targeting
• Summary
2
3. Business Need to Reach Multiple Audiences
• Self-Service
Knowledge Base
• Customer extranet
Customers
• Web Site
• Micro-sites
• Multi-lingual sites
Enterprise Content
Management • Localized sites
Prospects
• Self-Service
Extranet
Partners
3
4. Business Drivers for Web Sites
Operational
Growth
Transformational
• Web delivery of • Brand awareness • Move to self
information (Web presence) service model
• Consolidation • Improve lead • Create new
(sites, technology, generation services
vendors) • Improve customer • Create new
• More productive retention marketing channels
employees • Ecommerce (sell • Differentiate
• Transactional self- products / services) business
service offerings • Better educate • Create new
• Meeting regulatory sales / channel business /
requirements • Improve marketing business model
• Minimizing risk research (surveys,
statistics, etc.)
Lower Costs Marketing Driven Change How
You Do Business
4
5. MeadWestvaco
Leveraging the Oracle UCM Platform
• MWV’s overall web strategy is to continuously improve
our web operations, build brand awareness, inform and
educate, increase leads and improve loyalty, reduce
administrative costs, enable self-service.
– Consolidated 100+ public facing and non-managed websites,
to a single externally-facing presence.
– Continuously create new marketing channels and employee
channels leveraging the platform
Measureable Successes:
Able to track new sales to website visitors Improved operational efficiency
Reduced printing cost Improved customer engagement
MWV’s Implementation Partner: 5
6. Oracle UCM: Enabling Our Web Strategies
Oracle Enables Our Key
Business Drivers:
•A single, well managed content
management and delivery
platform
•Design consistency and
enforcement (templates)
•Share content across channels
•Multi-language support
•Handles all content types
•Distributed ownership
•Easy to learn, easy to use
•Strong workflow capabilities
•Real-time publishing
•Future: Cross channel support
(social media), targeted
presentation
MWV’s Implementation Partner: 6
7. Oracle UCM: Multi-Media Content
Excellent support for rich
media content:
•Support for all file types (Flash,
images, video, design files,
documents, etc.)
•Store a single source file,
system creates renditions
•High and low resolution options
•Exceptional search capabilities
•Content is easy to manage
MWV’s Implementation Partner: 7
8. Oracle UCM: Communications Center
Alternate experiences for
different audiences:
•Targeting specific audience
needs – our first step toward
personalization
•Support for all file types (Flash,
images, video, design files,
documents, etc.)
• Store a single source file,
system creates renditions
• High and low resolution options
• Exceptional search capabilities
• Content is easy to manage
MWV’s Implementation Partner: 8
9. Oracle UCM: Policy Library
Ability to meet a variety of business
needs:
• Legal team requested a document
management solution to meet specific
requirements around the storage, archive,
retrieval, and workflow
• Policy owners wanted an easy-to-use
content management solution and the ability
to associate other rich content, such as
translations, e-learning and other related
content
Future: Policy
owners who are
logged in to the
Intranet will be able
to easily edit their
policies inline.
9
10. Key Concept When Management Multiple Sites
Balance of Control
• Distributed ownership to
business units
– Content and site maintenance Web Team
# of
• …with centralized control users
– Centralized control of branding
presentation and architecture Site Managers
– Decentralized control of content,
navigation, and on-going maintenance
• Separation of user roles
– Template and layout design
Contributors
– In-context site management
– In-context contribution
Consumers
10
11. Key Capabilities for Distributed Web Site Ownership
Oracle offers different tools for different users
• Web Developer: Development & Architecture Expert XML Data File
Ravenna Tower Speakers
• Creates reusable code, layouts and templates PX229
• Controls permissions and exposed functionality Region Template
Sound that goes to the ceiling
<H1>
• Creates solid architecture to efficiently manage With tweeters designed by
birds and woofers designed
hundreds of sites by big dogs, Ravenna Tower
speakers emit the clearest, </H1> <H2>
most powerful sound you’ve
• Site Manager: Audience & Line of Business Expert heard outside of the wild.
</H2> <DIV>
• Organizes /refines site navigation and structure
• Picks layouts from a pre-defined list </DIV>
• Controls keywords in title and meta tags
right from the Web site
• Content Author: Content & Knowledge Expert
• Edits and adds content directly from the Web site
• Previews changes in-context of the site
• Reuses existing business content from Microsoft Word,
PowerPoint, Excel, etc.
11
12. Key Features for Creating a Richer User Experience
Easily Add Rich Media To Your Web Sites with Oracle
• All file types
– Flash, Photoshop, EPS, JPEG,
TIFF, BMP, Quicktime, Real,
Windows Media, AVI, MP3…
• Automatic conversion to Web
formats
• Automatic renditions sets
– Video, audio & images
– High & low bandwidth options
• Easy search and retrieval
– Thumbnails, storyboards, and
closed caption
12
13. Key for Creating a Relevant Web Experience
Right Content, Right User, Right Format
• Automatic conversion, dynamic templates
– To Web and mobile formats and sizes
• Secured and personalized content
– Only users with the right permissions can view
– Content easily personalized based on groups
– Productized portal integrations – for richer
personalization
• Self-optimized content targeting
– Self-optimization engine for content targeting –
automatically learn what works
– Display optimized content, landing pages, ads, &
templates for different sets users on Web sites Automatically identifies
predictive drivers
– A/B testing and analytics
13
14. Directly from Sites or Custom Web Applications
Add 1-Click Web Content Mgmt to New & Existing
14
16. What is Oracle Real Time Decisions (RTD)?
Personalized Business Intelligence at the Point of Interaction
A solution that addresses a business issue
faced by all organizations :
…how to make personalized and
accurate decisions, using the most up
to date information, in real time…
…consistently and in large volumes.
16
17. Managing Customer Attention
Cross Channel Challenge
Call Center Social Media Branch
Get Advice
Mobile
Web
Kiosk
Yesterday Today
• Traditional Channels • New Generation Channels
• Multi-Channel Experiences
CRM • Cross-Channel Interactions
• Outbound Centric Model • Inbound Centric Model
17
18. Self-Optimizing Decision Engine
Closed Loop Interaction Optimization
Customer Experience
Choices Supply Venues for Recommendations
Closed Loop Optimization
Campaign
Offers
Management
Oracle or Third-party
Goals Call Center
Product Online
Catalogs
Products Rules
Predictive Models
Oracle or Third-party
Eligibility
Content Arbitration
Content
Management Automation
Branch Kiosk
Oracle or Third-party Reports
Catalogs Promotions
Adds
Oracle or Third-party Campaigns
System of Record for “Decisions”
18
19. Self-Optimized Decisions Generates Measurable ROI
Typical Improvement over Control Group
• Transaction Volumes • Retention Rates
– 150% Lift in click-through – 40% lift in retention rates
rates
– 20% Lift in sales conversion
rates • Marketing Velocity
– 50% Lift in click and – 500% lift in A/B testing velocity
purchases rates – 90% reduction in number of
– 76% increase in sales targeting rules
conversion rates
• Customer Satisfaction
• Transaction Value – Confidence that Oracle helped
– 6% lift in average transaction agents do their job increased
value from 25% to 85%
– 40% lift in margin per – Confidence that Oracle
transaction recommendations are ‘very
accurate’ in matching
customer's needs of 66%
19
20. When Determining Which Content to Deliver…
Self-optimized decision making – for content as well as presentation!
Which offer or
promotion
(internal /
external) is the
most relevant?
Which Which call
style to
sheet? action?
Which
products?
Which
content?
20
21. Oracle Universal Content Management
WCM Platform Built on ECM; Integrated for Multi-channel Delivery
E-BUSINESS SUITE
PEOPLESOFT
SIEBEL | JD EDWARDS
Desktop &
Built-in Web Portal Application Mobile
Office
Site Designer Connectors Connectors Delivery
Integrations
Oracle Enterprise Web Content Management
In-Context User Experience Services:
Contribution, Preview, Reviews, etc.
Integrated Content Decisioning Services with RTD
High Value ECM Features and Services
Web Content Mgmt, Digital Asset Mgmt, Document & Image Mgmt,
Retention Mgmt, Records Mgmt, Rights Mgmt, Capture, Archiving
Core Content Management Services
21
22. Summary
– Feature-Rich Enterprise Web Content Management
• In-context Web experience for business users
• Rapid site development with distributed controls
• Open Web content management platform for all types of sites
• 7900+ customers, powering thousands of Web sites
– Cross-Channel Decision Management Platform
• Make personalized and accurate decisions…in real time
• Large palette of decision management techniques
(rules, predictive models, optimization)
• Scalability & decision automation
– Powerful, Combined Solution: Enabling You to Provide
a More Relevant Web Site Experience
• Enable marketers to target content to site visitors
• Continual learning and self-optimization
– Automates manual processes
– Enables you to find micro-segments of Web site visitors
• Increase revenue and improve customer retention
22
23. Engage in the Conversations!
Twitter:
#WebCenter, #E20, #ECM, #Oracle
Facebook:
http://facebook.com/OracleE20
http://facebook.com/OracleWebCenter
LinkedIn
Oracle Enterprise 2.0 Group
Oracle’s Enterprise 2.0 blog:
http://blogs.oracle.com/enterprise20
28. 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.
28
