PeopleSoft Makes Major CRM Upgrade

Chief among 150 new features in PeopleSoft 8.8 is an e-mail and chat client pervasive and integrated across all apps in the suite.

PeopleSoft Inc. announced Monday version 8.8 of its PeopleSoft CRM suite, billed as the most significant release of its CRM software since it embraced a Web-based architecture last year.

The second major iteration of PeopleSoft CRM since the groundbreaking browser-based version 8, PeopleSoft 8.8 CRM includes six new products and more than 150 new features, said PeopleSoft officials, in Pleasanton, Calif.

This release also includes three new industry-specific suites for insurance, energy and high tech, joining existing industry-specific versions for financial services, communications and government.

Chief among the features in PeopleSoft 8.8 is an e-mail and chat client pervasive and integrated across all applications in the suite, allowing for multi-level customer interactions, company officials said.

Reports and alerts can also be pushed out to users via chat and e-mail.

There is also a new application called Advisor, an extension of technology PeopleSoft acquired from Calico Commerce earlier this year, which is a guided selling technology in PeopleSoft Sales that captures customer preferences through interactions and dialogue.

PeopleSoft Sales also features mobile order capture, including price, discount, order and quote, all through a mobile device, and sales incentive management.

Theres a new pricing module in PeopleSoft Sales that can take up to 200 business rules into account and provide customer-specific pricing.

PeopleSoft 8.8 CRM also includes a human resources specific help desk application for employee relationship management.

New features of PeopleSoft Marketing include: personalized dialogs; improved management of multi-channel and multi-wave campaigns; and advanced customer profile management for improved audience segmentation.

PeopleSoft Service enhancements include: improved agent navigation; Quick Code field pre-population; and new browser-based push capabilities that drive events to users in real time without requiring code on the client, PeopleSoft officials said.

Lastly, said officials, PeopleSoft 8.8 is easier to configure, featuring a graphical configuration tool, 20 new pre-built integration points, and pre-integrated business processes.

PeopleSoft 8.8 CRM is expected to ship Dec. 26. Pricing is based on customer revenue and number of employees.