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Crm siebel
- 2. Siebel CRM
Strategy & Roadmap
George Jacob
Sonia Wadhwa
Darshan Kumar
October, 2015
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
- 3. Safe Harbor Statement
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 3
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.
- 5. Siebel CRM Infographic
21 years delivering
the best-in-class CRM
19
Oracle Global Data
Centers –
Deploy OnPremise
or Hosted Cloud
22
Languages
in a single repository
Successful Siebel
CRM Customers
6000+
worldwide
6
Oracle Cloud CX Suite
integrations available
21
Industry specific
applications
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 5
- 6. Siebel CRM customers are working with the latest release (8.1.x/8.2.x)
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 6
89%
SIEBEL CRM SUPPORT MATRIX
SIEBELRELEASE PREMIERSUPPORT EXTENDEDSUPPORT SUSTAININGSUPPORT GO FORWARDSTRATEGY
6.x Jun‘05 Dec‘07 Indefinite Maintain
7.5.x Dec‘08 NA NA EOL
7.7.x Sep‘09 Sep‘12 Indefinite Maintain
7.8.x May‘10 May‘13 Indefinite Maintain
8.0.x Jan‘12 Jan‘15 Indefinite Maintain
8.1.x Nov‘19 Nov‘22 Indefinite IncrementalInnovation
8.2.x Nov‘19 Nov‘22 Indefinite IncrementalInnovation
- 7. Sample Siebel CRM Success Stories for CX
Siebel & Oracle SocialCloud
Siebel CRM (IP2014)
Social Customer Service
MultipleBrands
MultipleRegions
ServiceExcellence
Siebel CRM (IP2013)
Service Cloud
Knowledge Management
Self Service
Siebel & Cloud
Siebel CRM (IP2014)
Sales Cloud
Marketing Cloud
Open UI CustomerPortal
Siebel CRM (IP2013)
Financial Services
Open UI eEvents Portal
Global Loyalty programme
SiebelCRM
Large (70m members)
Loyaltyprogramme
Oracle Cloud Hosted
(AdmiralClub)
Siebel Communications
Largest Telco in Australia
Open UI B2B Sales platform
SophisticatedOrder Capture
and Bundlingprocess
OpenUI
Siebel CRM (IP2014)
Financial Services
Large user base (30k)
Public SectorPortal
SiebelCRM (IP2013)
Oracle Policy Automation
Partner RelationshipManagement
Obamacare
Siebel CRM (IP2014)
Large user base (18k)
Healthcare.gov
Siebel Loyalty
SiebelCRM
Large (32m members)
Loyaltyprogramme
Oracle Cloud Hosted
Siebel Financial Services
SiebelCRM
Incentive Compensation
Siebel Automotive
Dealer ManagementSystem
Automated Service&
Logistics
1600 Dealer locations
Large user base (20k)
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 7
- 8. Sample Large Siebel Deployments
18,000
24,000 24,000 25,000
28,000
33,000
40,000 40,000
50,000
54,000
0
10,000
20,000
30,000
40,000
50,000
60,000
Users
PublicSector
Financial Services
Automotive
LifeSciences
Telco
High Tech
Retail
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 8
- 9. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 9
- 10. Cloud Enabled
Managed Cloud Hybrid Cloud
Integrated Oracle CX Cloud solutionsto
augment SiebelCRM
Move your deployment to the cloudon
the latest versions of Oraclesoftware
Infrastructure Cloud
Leverage cloud infrastructure platforms
with your Siebel CRMapplication*
*Roadmap
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 10
- 11. @ Oracle (Private Cloud) @ Partner(BPS)
Siebel Customers Deploying in the Cloud
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 11
- 12. Oracle CX Portfolio
The Automation Imperative
WEBCONTACT
CENTER
SOCIAL
MOBILE
FIELD SALES
FIELD
SERVICE
STORE
IOT
COMMONMODERN
USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZEDAPI’s COLLABORATION ANALYTICS
CXAPPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE
CX FOUNDATIONLAYER
SERVICE SOCIAL MARKETPLACE
PLATFORM AS A
SERVICE
SIEBEL CRM
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 12
- 13. From Here to Infinity: The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency
Analysis for instant
evolution, decision
making and
automation of
information flows
Always available
Local store and
Local decision making
True customer service
differentiation enabled
by easy access to
applications, processes
and services
Data to Fuel the Services
Value From Services
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 13
- 14. Siebel Strategy
Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready, IoT Services & Systems
2011-2016
2014-2018
2016-2022+
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 14
- 15. Siebel CRM Roadmap – Endurance with Agility
2022+2015 2016 2019
Annual Innovation Packs (IPs), Monthly Patch Sets
2013 2014
CX Augmentation
2017 2018
ApplicationsUnlimited
IP2015
Simplified UI (Alta)
AgileDevelopment
IP2017
Run-Time Metrics
Unstructured Data
Usability (Voice)
IP2013
Agile Upgrades
OpenUI
IP2014
Mobility
Open UI - RWD
IP2018
Real-Time
Analytics
IP2016*
Mobile 2.0
Application Usage
Capture
20212020
* 0-12months
Oracle Social Cloud
Oracle SalesCloud
Oracle Commerce
OracleIntegration
Cloud Service (ICS)
Oracle Service Cloud
Oracle Documents Cloud
IP2019
Process Automation
(Cross-Industry)
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 15
IP2020
Machine Learning
(Cross-industry)
IP2021
Industry-specific
Automation
IP2022+
Industry-specific
Learning
Advance the integration of core Oracle Cloud solutions; adoption of
new Oracle Cloud disruptive technologies, simplified with Oracle (ICS)
- 16. Oracle Applications: Current Release and Roadmap
Siebel CRM
CustomerExperience
• Oracle Cloud application theme for Siebel applications
• Disconnected mode for Sales and Service mobile
applications
• New JQuery charting framework for Open UI
IndustryInnovation
• Life Sciences digital content delivery in disconnected
mode
• Enhanced HTIM Partner portal with improved
customer experience and persona driven UI
• Training Planning and Tracking solution for Clinical
Trials
IncreasedAgility
• Developer preview of Siebel Composer, ability to
configure and deploy the Siebel application with no
downtime and partial ability to configure via a web
browserinterface
• Enhancements to the patching and annual innovation
pack application process, providing simplicity and
savingtime
• Embedded EDQ and Data Governance Management
Reporting for improved master data management
IndustryInnovation
• Support aggregate pricing & de-bundling scenarios for Mobile Wireless
• Improved promotion upgrade / downgrade performance using In-
Memorydatabase
• Improved one-click ordering flows for Siebel Communications
• Financial Services Application Capture using OPA Integration
• Improved case management via Public Sector Self-Service / OPA
• Messaging Plan personalization and Call Planning completeness
• Self-Service scheduling for appointments
• Enhancements to Clinical for improved productivity/quicker end user
decisions
IncreasedAgility
• Siebel Open UI Desktop Integration - Attachment Editing, CTI Hoteling,
Outlook Drag & Drop
• Siebel Application Usage Capture to detect & analyze end-user behavior
• Siebel Composer Developer Preview II - Parallel development using
workspaces, visual editing of UI artifacts
• REST Interface and integration with Oracle Integration Cloud Services
CustomerExperience
• UI enhancements to support complex ordering scenarios
• Improved UX design and continued investment in Open
UI framework delivers superior user experience for
mobileapplications
• Dynamic Bundling to simplify deals, Parallel Configuration
of Customizable Products and enhanced Customer 360
Dashboard
• Public Sector disconnected mobile application for Case
Workers
IndustryInnovation
• Enhancements to Siebel Communications to increase
productivity in the Contact Center
• Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness
• Financial Services disconnected mobile application
integrated with OPA disconnected
IncreasedAgility
• Improved security with Account – Contact authentication
for Call Center and Partner applications
• Ongoing improvements to Siebel Composer Mode,
including full WYSIWYG editing of UI artifacts and full
configuration capability in the web interface
• Scalable SOAP Interface and integration with Oracle
Integration Cloud Services
•SiCeurbreentlRCeleRasMe– IP 2015
Q2CY15
What’s Next
0-12 month planningcycle
CustomerExperience
• Expose Siebel Calendar as a CalDAV server
• Usability enhancements to Search & support for external Search Engines
• Superior customer experience for Mobile, including support on
Windows & Android
• Enhanced modern customer experience for self-service customer and
partner applications using Open UI
Future Directions
0-24 month planning cycle
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 16
- 18. Communications
Simplified Business Processes
• In-memory Upgrade Promotion – Simplified click
stream and improved Response time
Roadmap
• Customer 360
Enhancements
• Guided Navigation for
Quotes and Orders
• Partner Commerce
• Parallel Configuration
of service bundles in a
promotion
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 18
- 19. Financial Services
• Home view based on day’s top
activities
• 360° Customer View with needs
analysis
• Account Origination
• Rule Based Application Capture
• Guided walkthrough of application
process
Relationship Banker’s Mobile Application
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 19
- 20. • Citizens
• Improved service delivery enabling citizens to
apply for the benefits
• Navigate complex rules
• Responsive web design
• Government Organizations
• Absorb the complexity of constantly changing
policy rules
• Reduce burden on call centers
• Ability to audit all decisions / advices made
• Application submissions with reduced errors &
missing information
Public Sector
Integration with OPA for rule based interviews
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 20
- 21. Public Sector
• View and Create Visits and Activities (List & Map)
• Collect Victim, Witness, and Offender Details
• Collect Evidence – Images, Recordings, Assets
• Search and Update Contacts
• Document Cases for Court / Police
Mobile Application for Case Worker
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 21
- 22. Field Sales
•Search and access account & contact details
•Create and update accounts & contacts
•Add contacts and colleagues to accounts
•View up-to-date customer profiles
Customer
Profile Updates
•Qualify and convert leads to opportunities
•Promote opportunities through sales stages
•Selectproducts
•Convert opportunities to quotes, quotes to orders
•Trackorders
Closing Deals
•Create account and opportunity tasks
•Assign and follow-up on tasks withcolleagues
•Setup appointments with colleagues and contacts
Tracking Tasks
to Completion
Disconnected Application for Sales
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 25
- 23. Field Service
• View Appointments and Create Visits (List &
Map)
• Complete flow for servicing the customer
request – from request Intake to customer
acceptance and signatures
• Integrated with Part Tracker
• Option to attach images / recordings to the
Service Request
Improved Field Service Mobile Application
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 26
- 24. • Enable users to schedule appointments on their
own
• Ability to select suitable slot
• Automated allotment of skilled technician
• Slots displayed based on availability of
technicians
• Optimization of schedules for technicians
using Siebel Scheduler
• Reduce workload on call centers
Customer Self-Service
Self Service Appointment Scheduling
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 27
- 26. Open UI browser performance improvements
IP2013 IP2014 IP2014.1 IP2015 IP2015.3
1.20% 1.90% 2.00%
58.10%
98.70%
• 60% of all Siebel Views response times are below 0.5 seconds in 15.3
• 99% of all Siebel Views response times are below 1 second in 15.3
• The tests cover 950 Siebel views across all Siebel applications
99% of all Siebel Views under 1second
< 0.5 sec < 1.0sec
95.50%
79.20%
69.00%
47.10%
27.20%
IP2013 IP2014 IP2014.1 IP2015 IP2015.3
1056
924
871
628
509
• 2x better response time in IP2015 patch set 3 compared to IP2013
• 19% improvement in IP2015 patch set 3 compared to IP2015
• The Response Time (RT) gains higher with complexity
Avg Response Time (ms)
Avg Response Time (ms)
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 29
- 27. • Analyze usage patterns and intelligently improve
customer experience
• Leverages inbuilt Siebel modules - runtime events
and workflows
• Fully configurable to meet customer needs
• APIs exposed to the scripting interface to track
within customized functionality
• Optional: Ability to import data into reporting
tool/data for visual reporting
Application Usage Pattern
Capture end user patterns, analyze & adapt
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 30
- 28. • HI applications always render in Open UI
• Partner & Customer applications redesigned for
Open UI
• Installation/configuration simplified to remove
HI/SI steps
• Installed footprint reduced by 40%
Open UI all the way
IP2016 renders all features using Open UI • Statement of Direction IP2016
Client Platform Support
• Siebel Certifications Download
• Oracle Support Document
1499842.1 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 34
- 29. • Search - Plug and Play framework
• Single field search
• Search results in dockable pane
• OSES and Find as OOTB adapters
• Elastic adapter as sample script to showcase plug
& play capability
• Type ahead/Autosuggest based on indexed data
Redesigned Search on Open UI
Improved usability & productivity
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 40
- 30. • Private & Shared workspaces for configuration
changes
• Governance model for improved quality & better
control
• Centrally managed for improved reliability &
security – No local database
• Aligned with modern SDLC
• Foundational building block for Siebel Composer
Siebel Tools with Workspaces
Centrally Managed Source, Versioned & Governed
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 41
- 31. • Exposes Transactional Data and Repository
Metadata
• Tomcat inside Siebel - Proxy OM to allow Tomcat
management as a Siebel Component
• Stateless REST sessions with (User) Connection
Pooling
RESTful Integration Interface
AOM
IntegrationCloud
Service
ReverseProxy
AAOOMM
Siebel WebEngine
(LoadBalanced)
SiebelComposer
Other REST based
Clients
EEAAIIOOMM
((S(SOOAAPP))
SEOAAIPO)M
Tomcat LoadBalancer
(sticky sessions)
PProroxxyyOOMM
ProxyOM
ffoforrTToommccaatt
or Tomcat
EEEAAIIOOMM
AI OM
((S(SOOAAPP))
REST)
Stateless Sessions/Connection Pooling
Embedded, Siebel Managed, Standards based
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 42
- 32. Siebel Composer
• Runtime configuration, preview &
deployment
• Drag and Drop UI Design
• Multi user role development
• Private and shared Workspaces for
developer isolation & collaboration
WYSIWYG UI Development
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 43
Visual Design
Product
- 33. Key Takeaways
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 44
Oracle is Committed to Siebel and is delivering many New Product
Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
- 35. Time Session# Description Notes
Siebel CRM Sessions
MON
14.15-15.00 GEN7023 Siebel CRM Strategy and Roadmap - ContinuousInnovation and Customer Success Siebel CRM Strategy – GeneralSession
17.15-18.00 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great CustomerExperiences Siebel CRM Customer Leadership SuccessPanel:
General Motors, American Airlines,Sberbank
TUE
11.00-11.45 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM MobileStrategy
12.15-13.00 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility InnovationStrategy
14.00-15.00 Siebel CRM – Meet the Experts Demo grounds - CX Foundation
16.00-16.45 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS,Rabobank
17.15-18.00 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA & BoxFusion)
WED
12.15-13.00 CON9626 Siebel CRM for Communications – Now and into theFuture Communications:Mobilink
13.45-14.30 CON9639 Public Sector InnovationsDriving the Citizen Experience and PositiveSocial Outcomes Public Sector: City of Los Angeles (3Di), Dell Federal
15.00-15.45 CON8927 Fiat Brazil transforms customer care with Oracle CXSuite Automotive: Fiat, Tata Consulting,Volvo
THU
10.45-11.00 CON9632 Modern Banking with Siebel FinancialServices Financial Services: Westpac , Infosys
12.00-12.45 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences: Johnson& Johnson, Laerdal
13.15-14.00 CON9642 Success stories with Siebel ConsumerGoods Consumer Goods: Masan (Hitachi Consulting),JTI
14.30-15.15 CON9640 Increased Agility enabled by the rapid adoptionof Siebel InnovationPacks Agility & Upgrade: Insperity, Barclays (Oracle Consulting)
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 46
- 36. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 47
- 38. Siebel CRM CX strategy, solution information, feature videos etc
– http://www.oracle.com/us/products/applications/siebel/overview/index.html
Oracle Customer and Partner Success Stories (including Siebel CRM)
– http://www.oracle.com/search/customers/browse?Ns=InDateMillis%7C1&Ntt=Siebel
• For support and training: My Oracle Support - Support Issues (Doc ID 1466493.2)
– https://support.oracle.com/epmos/faces/DocumentDisplay?id=1466493.2
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 49
Siebel CRM Resources
