Oracle is preparing to ship the next release of its customer relationship management (CRM) range of sales, marketing and call centre applications on 15 May.
Called CRM 3i, the package boasts 35 modules and follows CRM 3.0 that began shipping last November. CRM is the latest fashionable acronym among applications vendors and according to the Gartner Group, the CRM market will be worth $1.5 billion this year.
CRM encompasses software for sales and marketing automation, and telephone and Web based selling. Oracle's major rivals in this space include Siebel Systems and Vantive.
The latest release of Oracle's product includes integration between CRM applications and backend enterprise resource planning applications, as well as the addition of a telesales and mobile field service modules.
CRM 3i also features a retail banking call centre module as well as a customer care application. An online Ibill and Pay facility enables retail banking call centres to also act as marketing agents, while a call centre intelligence module is aimed at telesales operators.
This version also allows firms to create a "360 degree" view of all customer interactions, whether via direct sales contact, customer access via the Web, through call centres or indirectly through channel partners.
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