Siebel CRM Strategy and Roadmap

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Siebel CRM Strategy and Roadmap

  1. 1. 1 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Siebel 2013 Spring Release and RoadmapUma Welingkar, Senior Director, Product ManagementRaj Aggarwal, Senior Principal Product Manager, Siebel Product Management
  2. 2. 2 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.The following is intended to outline our general productdirection. It is intended for information purposes only, andmay not be incorporated into any contract. It is not acommitment to deliver any material, code, or functionality,and should not be relied upon in making purchasingdecisions. The development, release, and timing of anyfeatures or functionality described for Oracle’s productsremains at the sole discretion of Oracle.Safe Harbor Statement
  3. 3. 3 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.• Siebel Overview• 2012-IP Recap• Announcing Spring 2013 Release• Fall 2013-IP ReleaseAgenda
  4. 4. 4 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.• Customer Experience• Sales, Service and Marketing and Loyaltyand Customer Order Management under asingle platform• Comprehensive, Usable, Mobile and Social• Industry Innovations• 21+ Industry specific capabilities and 21languages supported in a single repository• Industry specific enhancements andbusiness enablement delivered for 20 years• TCO• Scalable, Configurable, Upgradable• Quicker go to market with new tooling• Stack optimization with virtualizationSiebel CRM TodayComprehensive, Configurable, Industry Specific
  5. 5. 5 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience CRMSiebel Customer Solution Opportunities1. Innovation• Rich CRM Data Model• Rich CRM Feature Set• New and Innovative User Experience2. Augmentation• SRM for Socializing Siebel• ATG/Content for Siebel eCommerce• Inquira for making Siebel moreknowledgeable3. Migration• Fusion for SFA / Customer Master• RNOW for Cloud Service• ATG for Self-Service Commerce• Eloqua for Cloud Marketing
  6. 6. 6 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Siebel CRM 8.x MomentumCustomers Working With Siebel CRM 8.x
  7. 7. 7 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Siebel HighlightsRecognized Brands• ~20 year history of delivering best-in-class CRM solutions• Thousands of customers and millions of users• Dedicated team of product development resources with10,000+ years of CRM experience• 6 Releases delivered since Oracle acquisition• 39 new products and 526 new features since Oracleacquisition• Over 73% of customers on the latest live 8.1/8.2 releases• Active Global CRM Strategy Council represented by 50companies across the globe in all industries24,000+ Users28,000+ Users6,000+ Users 8,000+ Users54,000+ Users 24,000+ Users30,000+ Users11,000+ Users
  8. 8. 8 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.A Sample of Siebel CustomersHTIMAHTIMA Communications Life Sciences CG / RetailPublic Sector FINS
  9. 9. 9 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Siebel CRM Investment StrategyContinued Innovations every year2013 2014 2015 2016 20182017 20192014-IPSiebel 8.3Siebel 8.1.1.10Siebel 8.2.2.3Siebel 8.1/8.2 FP2015-IPSiebel 8.3 IP2016-IPSiebel 8.3 IPSiebel 8.3 FPSiebel 8.3 FP2017-IPSiebel 8.42018-IPSiebel 8.4 IPSiebel 8.3 FPSiebel 8.4 FPSiebel 8.1.1.9Siebel 8.2.2.22013-IPSiebel 8.1/8.2 IPSiebel 8.4 FP
  10. 10. 10 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Siebel Roadmap• Customer Experience• New employee and partner experience on any device,channel and browser (Open UI)• iPad and Android tablet apps for field sales and fieldservice• Real-time rewards and recognition with highperformance loyalty engine• Industry Innovation• Connected mobile for Consumer Goods (CG) andLife Sciences (LS)• Advanced process enforcement using hierarchicalstate model for Public Sector• Utilities Order-to-Bill customer and product integrationwith CC&B (Customer Care and Billing)• Lower TCO• Standardization on Oracle technology for WebServices deployment, Reports (BI Publisher) andSecure Enterprise Search• EDQ integration for improved data quality• Optimized marketing campaign performance• Customer Experience• Cross-channel commerce, loyalty and marketingexperience with Siebel –ATG, WC Sites and Socialintegration• Improved service experience with integrated OracleKnowledge and social interactions• Intelligent offer presentment and execution with NextBest Action (Siebel-RTD integration)• Industry Innovation• Banker’s desktop for Financial Services, Retail appsfor Communications (Siebel integrated PoS,Clienteling), Disconnected mobile for CG & LS• Advanced bundling, mobile commerce and multi-siteordering for Communications and Utilities• Improved citizen experience and case processing forPublic Sector• Function space diary and Loyalty for Hospitality• Lower TCO• Application life cycle management – development(IRM), deployment, monitoring and diagnostics• OPA integration for privacy and survivorship• Concept-to-Cash integration for industries• Customer Experience• Cross-channel sales and service experience withSiebel- ATG, Retail and Endeca integration• Extended 360 view of the customer with socialinsights and integrated analytics• Integrated portal experience for employee andcustomer collaboration with integrated Oracle SocialNetwork (OSN)• Industry Innovation• New mobile app for Retail Banking• Enhanced integration between Trade PromotionManagement and Customer Order Management• Appeals Management, Case State and TemporalEvent Management for Public Sector• Remote monitoring and telematics integration forManufacturing and Service industries• Lower TCO• Performance improvements using in memorydatabase for caching• Integration with BPEL for business process innovation• Enterprise Management user console for monitoring2012 Innovations 2013 Innovations 8.3
  11. 11. 11 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Agenda• Siebel Overview• 2012-IP Recap• Announcing Spring 2013 Release• Fall 2013-IP Release
  12. 12. 12 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Siebel CRM IP-2012 - 8.1.1.9/8.2.2.2• Sales and Service solutions and process flows for tablets and smartphones• Industry flows and process extended by partners and customers• Native device integration – click to call, email, camera , GPS and more• Optimized Mobile SolutionSiebel Mobile Solutions• Any browser, any devise support for enhanced user experience andproductivity• Supports latest Web innovations including device driven layouts,intuitive navigation, touch optimization• Extendable framework – platform for customers and partners to innovate• Improved User ExperienceSiebel Open UI Framework2012-IP
  13. 13. 13 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Siebel CRM IP-2012 - 8.1.1.9/8.2.2.2• Redesigned CTI for better usability• Email-F9 capability with attachment and template support• Notifications with color coding and read/unread options and details with hover• Lower deployment costs , easy integration with 3rd party vendor solutionsCross Channel: Updated CTI, Email Response and Notifications• Redesigned Smart Scripts with color coding for required field• TBUI similar to smart scripts ,• Drag and drop ability for file attachments• Similar look feel across the application for process flowsProcess Flow : Smart Scripts ,TBUI and File attachments• Updated Caledar UI – with configurable daily, weekly an d monthly options• Updated Product config with easy• Resizeable text boxes, simplified MVG applets and List of Values• Reduces time to complete tasks for call center repSimplified Flows : Product Config, Calendar, MVG’s and more2012-IP
  14. 14. 14 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Siebel 2012-IPUseful information and recapSiebel Pricing Update - Latest on pricing and migration available here: eSource• ‘Siebel Mobile’ – Price line item added with 2012-IP• Single license for both connected and disconnected usage• Single license for both tablet and Smartphone usage• License is named user basis as a add-on to base CRM license• Migration options from Siebel Remote/Siebel Handheld/Siebel Handheld standalone/Mobile Sales AssistantCustomers/Partners that have active SR#’s against 8.1.1.9/8.2.2.2• 200+ unique customers actively logging SR#’s against 8.1.1.9/8.2.2.2UX-Direct Website is Live!• UX-Direct Site• Applications User Experience:Usable AppsOpen UI Course Description posted on OU• Open UI Training Sign UpSiebel TOI’s available on Oracle University (Public)• For all content listed by Release date: click here2012-IP
  15. 15. 15 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Rich Partner Eco-SystemPartners engaged with Open UISample System Integrators Partner Validated Solutions
  16. 16. 16 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Relationship Manager’sLanding page on iPad byCognizant for FINSOrder Capture forTelecom by AccentureCase Management byPublic Sector by DeloitteCall Execution for LifeSciences by ITC InfoTechIndustry InnovationsSamples: Solution Process Flow Support by Partner
  17. 17. 17 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  18. 18. 18 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  19. 19. 19 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  20. 20. 20 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  21. 21. 21 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  22. 22. 22 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  23. 23. 23 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  24. 24. 24 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  25. 25. 25 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Agenda• Siebel Overview• 2012-IP Recap• Announcing Spring 2013 Release• Fall 2013-IP Release
  26. 26. 26 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Provide customervalue with addedinnovations at lower,more predictablecostsGoals CapabilitiesCustomer ExperienceIndustry Innovation Lower TCOSpring Release – 2013Innovation Focus Themes
  27. 27. 27 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Release HighlightsCustomer Experience : Usability , Mobile and Social• Customer Dashboard and Scheduling, Search, Reports Scheduling and Parameterization, Product catalog renderer• Disconnected Mobile for Field Service and Field Sales and Life Sciences• Advanced Scheduling with ORS Integration for Service• Datamodel for Social profiles – CI listening solution for Service including integrated Knowledge Mgmt, Social Media MarketingUCM• EDQ Long Term Integration, Child Survivorship, Child Cross referencing and Hierarchy enhancements and Multi Branding Support andTransaction ManagerIndustry SolutionsCMU• ATG – Commerce Solution• Advanced Promotions , Response Action Framework• AIA - Concept to Cash Enhancements, AIA - Siebel Fleet Mgmt• Multi-Site Ordering for UtilitiesT&T, Hospitality, Retail• Deeper Loyalty – 8.2.2 solution, Complete Meeting PackagesPublic Sector Social Services• Citizen Self-Service and Eligibility including eService, Hierarchical State Model, Accessibility with Open UI, Self-Service with OPA,TCO• Incremental Repository Merge (IRM) with IRM reports to identify custom repository changes• Advanced Diagnostics• Oracle database - OCI connection pooling• Certifications : O/S – Windows 2012, HP/UX Itanium V3, Windows 8 support for Siebel Remote, BI Publisher 11g certificationSiebel CRM Spring 2013 -8.1.1.10/8.2.2.3Fall-2012-8.1.1.9/8.2.2.2• Open UI - Framework• Connected Mobile Solution• Sales, Service,Industry Solutions (LS& CG)• Disconnected MobileSolution – Framework• CRM Desktop for LotusNotes• Eligibility and EffectiveDating enhancements forPublic Sector• Real-time rewards andrecognition with highperformance loyalty engine• Complex Trials and TripReports for Clinical• High Availability upgrade andSingle Step SEA->SIAupgrade• Deployment and Diagnosticsfor Operational ExcellenceSpring -2013
  28. 28. 28 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience –Usability and Mobility
  29. 29. 29 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience – UsabilityReportsSolution Overview:Intuitive user interface for Open UI to execute reports. Designed foruse on all browsers and tablets.Key Capabilities:• Open UI notifications to show reports generated• Open report directly from the notification list• Intuitive buttons improve tablet usability• Improved usability using collapsible menus and no popups• Return context to the application immediately after reportexecution• Less button clicks to execute reports and open report outputWhy It Matters:Ability to run interactive reports, scheduled reports and withparameters from Open UI on browser and tablets.Dynamic reports menu in Open UIDirectly open reports from notification listSpring -2013Latest information on the Reports forum post:http://myforums.oracle.com/jive3/forum.jspa?forumID=3178
  30. 30. 30 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience – UsabilitySearchSolution Overview:Intuitive user interface for Open UI for Search. Designed for useon all browsers and tablets.Key Capabilities:• Capable of increasing the weight age for each searchablefields and search engine returns results based on theseweights• Create/Update/Delete sources directly from the Siebel UI• Asynchronous indexing and support for both FTP and HTTPindexingWhy It Matters:Ability to search and find results through a single simplifiedsearch menu providing a seem less single UI solution across allcontrols like CTI, Search, Reports etcSingle Search Box with rest of the Menu itemsSpring -2013Dynamic Search Results displayed on the same screen
  31. 31. 31 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.User Experience – UsabilityCustomer Dashboard Persistent & Quick access to customer information through the lifecycleof the callClick to Call from Form AppletSolution Overview:Intuitive user interface for Customer Dashboard – single userinterface across the entire applicationKey Capabilities:• Persistent and quick access to customer information across thelife cycle of the call• Click to call from a form applet• Improved usability using collapsible menus and no popups• Email-F9 capability with attachment and template support• Notifications with color coding and read/unread options anddetails with hoverWhy it Matters:Lower deployment costs , easy integration with 3rd party vendorsolutionsSpring -2013
  32. 32. 32 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience - UsabilityWeb Commerce for SiebelSolution Overview: Siebel Order Management integrated with ATG WebCommerce to enable cross-channel commerce and deliver a more seamlessshopping and purchasing experience for consumers.Key Capabilities:• Seamlessly create and manage account, contact, and customer informationacross channels.• Achieve optimal performance by leveraging integrated sales catalog structures,product details, price and promotions• Deliver consistent experience by extending product configuration, pricing andproduct eligibility rules from Siebel product catalog to ATG Web CommerceWhy It Matters:• Provide continuous clicks-to-bricks and bricks-to-clicks support for customersand employees, increase speed of new product introductions and reduce timemanaging data and sales policies in silosSpring -2013
  33. 33. 33 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Solution Overview: Improved customer campaigns bydelivering 1:1 Personalized Message and Offers to customers.Extend and enable customers to share offers and content onsocial network.Key Features:• Setup URLs for Dynamic Content as well as social sharing• Include one or more social network sharing links within emailtemplate• Dynamic URL can point to a 3rd party offer/content repository andrules engine to determine the appropriate content for a givencampaign target• Dynamic URLs can be specified with merge fields. The merge fieldcontent will be passed to URL at runtime.Why it Matters:• Improved targeting response rate and conversion and customersatisfaction, extending to social channels maximizes offer penetrationand social presenceEvery Customer is UniqueThen why your emailslook the same?Customer Experience - UsabilityMarketing CampaignsSpring -2013
  34. 34. 34 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience - UsabilityLoyalty 8.2.2 - Backported to 8.1.1.10Spring -2013Loyalty 1:1Business UserEmpowermentIndustry Best PracticesEnhanced Accrual Process• Process & Data ModelEnhancement• Enhanced Accrual Web servicesEnhanced Redemption Process• Enhanced redemption web service• Recurring AwardsEnhanced Promotions Framework• Promotion Designer• Eligibility Promotions• Transient Variables• Calendar Attributes• Hierarchical Rule Authoring• Theme Based Promotions• Rule Library• Advanced Search• Formula SupportEnhanced Reward Capabilities• Dynamic Vouchers• Advanced Voucher Actions• Future Dated VouchersEnhanced Loyalty Engine• User-Defined Engine Parameterization• Enhanced Processing Log• Advanced Transaction Simulation• Custom Transactions SupportEnhanced Member Administration• Bulk Promotion Enrollment• Enhanced Member SearchEnhanced Usability• New UI for Partnership Management• New UI for Loyalty ProductManagement
  35. 35. 35 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience – UsabilityCustomer Care: Improved Employee, Customer and Partner KnowledgeSolution Overview. Oracle Knowledge integration with Siebel’s Callcenter and Web Self-Service provides a unique ability to discover thetrue intent of each inquiry with real-time contextual data fromenterprise systems to quickly pinpoint the most-relevant answers.Key Capabilities:• It allows agents, customer communities to tap into knowledge fromvarious sources collaborate with peers, reach out to subject matterexperts, and contribute their own expertise.• Context-driven search quickly pinpoints relevant answers leveragingkey information from service requests. Provides historical context ofthe problem resolution for future reference.• Industry specific answers on the web with managed Customercommunities leading to fewer escalationsWhy it matters :Customers today expect superior customer experience across any ofthe channels they interact onSpring -2013
  36. 36. 36 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience – UsabilityCustomer Care: Advanced SchedulingSolution Overview: Integrating Siebel Service with Oracle’sReal Time scheduler provides a real-time dynamic schedulingsolution for companies to optimize the scheduling of theirskilled mobile resources.Key Capabilities:• Optimize cost and resource utilization for serviceappointment scheduling• Minimize appointment window with continuous optimizationup to point of dispatch• Meet & exceed customer expectations while keepingcustomers informed in real-time• Manage and track employee work hours, holidays,availability, skills and updated schedules seamlesslyWhy It Matters: Superior customer experience by providing on-time service appointments and helping manage customerexpectationsRisk Mitigation Design• Coexistence of both Siebel Scheduler and ORS• Existing customers can phase in ORSSpring -2013
  37. 37. 38 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience – MobilityFunctional ChangesSpring -2013Basic Operations and Look and Feel• Allows user to create an icon for the mobile applicationon the home page• Hides away the URL to provide much cleaner look andfeel• Icons moved and related items aligned properly• Changed hyperlink to icons for drill down• Automatic Platform differentiation between tablet andSmartphoneDevice/App Integration• Customers can use the camera to capture a picture orvideo and attach it to the calls/accounts/contactsSpecialized Logic• Allows users to create or view attachments attach newdocuments to the calls/contacts/accounts
  38. 38. 39 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Key Considerations• Maintain device and OS independence• Continue to leverage Siebel configurationand Meta-data• Client side enhancements to managestate in disconnected mode• Server side enhancements to supportricher meta-data needs of client• Full set of Sync Process - Incremental,Full, Object level• Server and Client side enhancements tosupport incremental sync• Total Cost of Ownership (TCO) andDeploymentCustomer Experience – MobilityDisconnected CapabilityTxn SyncWrapperDataGenerationWrapperSyncAPIDM Txn TablesDisconnectedMobileSiebel Server with Remote and HH enabledSummer -2013
  39. 39. 40 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience – MobilityEmpowering Field Service TechnicianBasic Operations• Create, View, Update & Delete SRs, Activities, Accounts ,Assets, Parts Inventory, Orders, Invoices (C)Device/App Integration• Google Maps Integration ( C)Special Logic• Automatic Invoice Generation (C)• Part Tracker Inventory Update (C)• Activity Status State Transitions ( C)• Check Part Availability in Trunk ( C)• Single Click Order Creation (C)• Capture Customer Signature (C)Basic Operations• Create, View, Update and Delete SRs, Activities, Accounts ,Assets, Parts Inventory, Orders, Invoices (D)Special Logic• Automatic Invoice Generation (D)• Check Parts Availability in Trunk from within Service Activity (D)• Single Click Order Creation (D)• Activity Status State Transitions ( D)• Capture Customer Signature (D)C-Connected Available Now; D – DisconnectedSummer -2013
  40. 40. 41 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience – MobilityEmpowering Pharmaceutical Sales RepBasic Operations• Plan, Schedule and Execute Calls, Drop Samples, Detail Products andCapture SignatureDevice/App Integration• Google Maps Integration ( C)• Camera Integration (C, D)Special Logic• Attachment (C, D)• Sample Drop (C, D)• Detail Products (C, D)• Signature Capture ( C, D)• Able to pass call a 3rd party application for eDetailing (C, D)• Able to record response from 3rd party eDetailer (C, D)C-Connected D – DisconnectedSummer -2013
  41. 41. 42 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience – MobilityEmpowering Field Service TechnicianBasic Operations• Support Solutions, Asset Hierarchy, Customer Survey,View peer truck stock• Support Leads, Timesheets, Quotes, Contracts andExpense Reports ( C,D)Device/App Integration• Camera (Photo/Video) Integration (C, D)• Facetime Integration ( C)• Offline Google Maps Integration ( D)• Barcode Integration ( C,D)• GPS Integration ( C)• Calendar Integration ( C)Specialized Logic• Check Part Availability in Trunk ( D)• Part Tracker Inventory Update (D)• Automatic Quote Generation from SR ( C)• Spare Part Pricing and Ordering ( C)• Asset Warranty eligibility check ( C)• Timesheet Automation ( C)• Receive Parts and update Inventory ( C, D)• Cycle Counting ( C)• Print Invoice ( C,D)• Email Invoice (C)Fall -2013
  42. 42. 44 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience – Social
  43. 43. 45 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience - SocialIntegration to Oracle Social Relationship Management (SRM)Solution Overview: Basic Siebel CRM social media integrationframework for integration with Oracle Social Engagement & Monitoringand Social Marketing cloud services.Key Capabilities:• Match social authors to existing contact within CRM system,create activities to record interactions.• Engage customers on the social channel from a single unifiedDesktop interface for improved interaction• Monitoring consumer trends allows for cross-sell and up-sell ofproducts through call center and self-service channels• Monitor sentiments and react directly through the social channelsreaching the complete sphere of influence that the consumer has.Why It Matters: Leverage the leading capabilities of Oracle SRM productservices with Siebel CRM for Service and Marketing use cases. Fullservice offering for the social media channel. Create leads from socialmedia and manage social media campaigns within Siebel CRM. Expandcustomer 360 with Contact Social Profiles.Contact Social Profiles enhancecustomers 360° viewService Request creation from socialmedia posts in Oracle SEMContactSocial Profile InteractionsContact Social ProfilesSocial Profile AttributesSpring -2013
  44. 44. 46 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Customer Experience - SocialIntegration to Oracle Social MarketingSolution Overview: Siebel Marketing integrated with Oracle SRM toenable closed-loop, cross-channel campaigns with integratedsocial media, for marketers to engage with prospects on socialnetworks , capture leads based on their social actions, maximizeinsight and overall marketing effectivenessKey Capabilities:• Associate Siebel Marketing campaigns with social messagesand components (Phase 1)• Capture new leads from social interactions in Siebel (Phase 1)• Social sharing from traditional channels: email and Web (Phase1/2)• Cross-channel campaign analysis (Phase 2)• Unified customer profiles with social insight for superiorsegmentation and targeting capabilities (Phase 2)• Track revenue attribution by traditional and social channels(Phase 3)• Why It Matters• The integration will allow marketers to combine traditional andsocial channels to maximize reach, relevance and revenue anddeliver rich cross-channel CXSpring -2013
  45. 45. 47 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Industry Innovations
  46. 46. 48 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Enhanced Application Intake, ContactMatching and Application ReviewProcessingModern Citizen Portal with More Self-Service OptionsPS State Model, Updates for Latest OPAConnector and New Effective DatingFeatures (including Future Dating andEffective Date Status)• Solution Overview: Provide world class citizen service via an integratedeligibility and case management offering to government customers.• Key Capabilities: Support for complex citizen self-service and integratedeligibility scenarios across programs, agencies, and service providers via• Streamlined user experience for employees, citizens and partners• Fully accessible and government client applications aligned to Section508 and WCAG 2.0 AA standards• Refined effective dating capabilities to manage different change ofcircumstances situations• Enhanced citizen experience through new self-service capabilities likeonline applications, appeal requests, and appointment scheduling• Integration with Oracle Policy Automation for complete self-serviceapplication intake, contact matching and application processing• Enhanced state based process control for Public Sector objects• Why It Matters: Allows governments to focus on cross-channel, outcomes-driven citizen experience and service delivery, while responding to fastchanging policy and declining budgets.Industry InnovationIntegrated Cross-Channel Case Management for Public SectorSpring -2013
  47. 47. 49 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Industry InnovationCommerce Automation using Response Action FrameworkSolution Overview: Enable service providers to create personalizedactionable offers that customers can accept with one click and that canbe used on the Web or on channels where there is limited userinteractivity, such as SMS and IVR.Key Capabilities: The new response-action framework automates offerexecution and supports key order processes, including asset-basedordering. New web services simplify the offer-to-order process for non-assisted interactions. Key features include• Product Offer Administration: New administration views to create andmaintain product offers• Product Offer Presentment: Recommend eligible product offers basedon customers’ installed assets and automate offer execution.• Product Offer Web Services: New web services to get recommendedoffers for a customer and apply an offer to create a quote or order• Product Configurator Web Service for Orders: New productconfigurator web service to add and configure products in a sales orderWhy It Matters: Enhances business agility by simplifying the offer to orderprocess for non-assisted interactions and improving developerproductivity and application maintainability.Create Personalized Actionable OffersDeclarative framework to automate offerexecutionSpring -2013
  48. 48. 50 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Industry InnovationComplete Meeting Packages for HospitalitySolution Overview: Provide enhanced sales and event managementcapabilities for effectively managing complete meeting packagesKey Capabilities: Support the bundling of function spaces, sleepingrooms, catering, audio/visual and other event order items into a singlemeeting package• Per person prices to simplify quoting to customers• Revenue allocationed by revenue categories for detailed accountingand tracking• Enhanced pricing capabilities to support modifications to the packageprice during negotiations• Comprehensive pro-forma report to provide a complete picture of theeventWhy It Matters: Allows hospitality companies to maximize revenue byselling pre-packaged events that have been assembled and optimized byrevenue managers. Also increases customer satisfaction by offering apackage with a simple pricing structure allowing them to easily managebudgets.MeetingPackageRoom BlocksFunctionsNon-FunctionLine ItemsFunction LineItemsRoom Block LineItemsEnhanced quote management capabilitiesto provide for easy meeting packagedetailingRevenue Allocations, Pro-Forma Report,Non-function line items, PackageRestrictions and Effective DatesPackaged group offerings to meet thecomplete needs of event plannersSpring -2013
  49. 49. 51 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Industry InnovationBilling and Product Management for UtilitiesSolution Overview: Allows Utilities to offer customers with convenience and a richset of Billing options, processed seamlessly between the multi-channel contactcenter and the back officeKey Capabilities:• Support an integrated solution between Siebel Utilities and Oracle UtilitiesCustomer Care & Billing to deliver customer and product synchronization– Synchronization of New Customer information from Siebel Energy toCC&B: Billing Account, Address, Contact, Billing Profiles, StatementProfiles– Synchronization of Customer information Updates from Siebel Energyto CC&B– Synchronization of rate information from CC&B to Siebel Energy• Secondary Bill Recipients and Seasonal Addresses for primary/secondary billrecipients• Central Repository of Bank informationWhy It Matters: Utilities benefit from lower TCO, lower risk, and faster deploymentwith pre-build integration while enabling best practice processes to ensuresuperior Customer ExperienceSynchronize ProductSubmit OrderCreate CustomerOutboundOutboundInboundOrder ManagementProcessUpdate CustomerOutboundInboundOracleSiebelforUtilitiesOracleUtilitiesCustomerCare andBillingSpring -2013
  50. 50. 52 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.TCO
  51. 51. 53 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.• Web Server• IBM HTTP Server v7 on AIX 6.1, 7.1• Microsoft IIS7.5 on Windows 2008 R2• OHS (OEL 6, RHEL 6) 11g• Sun Java System Web Server EE 7 on Sol10,11/SPARC• Client Environments• HI Client on IE 8• Windows 8 on Disconnected client• OpenUI Client on the following browser standards• HTML 5 .01• CSS 3.0• Java Script 1.6+Note: OpenUI is supported on any browsersupporting these standards•Database Management System• IBM DB2 (LUW) 9.7 (w/ corresponding client)• IBM DB2 for zOS v10 (DB2 Connect 9.7)• Oracle 11g R2 (11G R2 Client, DD 6.1))• MS SQL Server 2008 R2 (v10 client)•Siebel Enterprise Server OS• Windows 2012 Server 64 bit• Windows 2008 R2 Server 64 bit• Sun Solaris 10,11 on SPARC• Oracle Enterprise Linux 6.1 on 64 bit• IBM AIX 6L and 7L, AIX 6.1, 7.1Lower TCOPlatform SupportSpring -2013
  52. 52. 54 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.List of all failed processes in this Siebel Enterprise List of all users affected by the selected failed processDump of activity just prior to process failureCrash.txt file content for the selected failed processLower TCODiagnosticsOperational Excellence• Identify slow running SQL• Single Siebel Admin viewproviding diagnostic view of thefollowing• Crash logs embedded in views• Map to FDR data for last knowuser interactions that causedthe crash• List of users attached toprocess that crashedKey Benefits• Ability to self-diagnose issues• Identify user triggering slowrunning SQL and help changeuser behavior• Identify users affected by crashand proactively notify usersSpring -2013
  53. 53. 55 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.How do we get to Spring Release-2013?Public Sector/Healthand Human ServicesAll Other IndustriesNew Customers Installing Siebel8.2.2.3Installing Siebel8.1.1.10Existing Customers7.x, 8.0Upgrade to Siebel8.2.2.3Upgrade to Siebel8.1.1.10Existing Customers8.1*,8.2*Uptake Siebel 8.2.2.3with IncrementalRepositoryMerge(IRM)Uptake Siebel 8.1.1.10with IncrementalRepository Merge(IRM)
  54. 54. 56 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Lower TCOIncremental Repository Merge(IRM)Spring -2013Solution Overview: Provide a wizard in Siebel Tools todeploy and import the innovation packs. IRM is mandatoryto install innovation packsKey Capabilities:• With 8.1.1.10/8.2.2.2 all ACRs are bundled up once ayear as an Innovation Pack to reduce multiple steps toinstall ACRs• Comparison between base version, prior customerrepository and Siebel’s new innovation pack content• Creates a new customized repository – final, copiedand merged repository• Logical Schema applied to physical database• Seed data imported (also language-specific seed data)Why it matters:• Reduce cost of development uptake of innovationpacks and upgrades and allow customer to go tomarket faster
  55. 55. 57 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Lower TCOIncremental Repository Merge(IRM)Spring -2013Hierarchical Merge Conflict Reports:Filter Report by choosing• Siebel and customer modified : These are the ones whereOracle has changed the same object that the customer has• Siebel modified: Only Siebel has changed these objects.• All: Everything in the conflict data reportReport Capabilities:• Browse Objects like Object Explorer and Filter them• View Objects and their dependencies• Asterisks mean that an object the current object depends onhas changed.• Click Show Dependencies button to see object.• See what has changed in a dependent object by drilling downon the parent
  56. 56. 58 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Lower TCOIncremental Repository Merge(IRM)Spring -2013Workflow/Task Visual CompareTool• The workflow/task difference utilitymakes spotting differences in versionsof workflows and tasks easy.• Select two versions of the sameprocess or task and right click tochoose Compare ObjectsSelected.• The version selected first is on thebottom (usually the new one) and theversion on top is the older version.• In a step in one version is the color redit has been deleted from that version.Yellow means it has been updated.Green means it is a new step.
  57. 57. 59 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Spring 2013 Release and Summer 2013 - Disconnected MobilityUseful information and triviaSiebel Pricing Update - New product price line items• Siebel Bulk Order Capture for Partners• Siebel Promotion Groups for Partners• Updated Price: Siebel Bulk Order Capture• Latest on pricing and migration available here: eSourceCustomer Success and reference list• High Level stories by month and year: Customer Success StoriesSiebel TOI’s for employee’s hosted by OU• All TOI’s for Siebel available hereSiebel Mobile Disconnected (Summer Release -2013- Beta Program)• Beta program for disconnected starts April’ 2013
  58. 58. 60 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Agenda• Siebel Overview• 2012-IP Recap• Announcing Spring 2013 Release• Fall 2013-IP Release
  59. 59. 61 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Siebel Roadmap• Customer Experience• New employee and partner experience on any device,channel and browser (Open UI)• iPad and Android tablet apps for field sales and fieldservice• Real-time rewards and recognition with highperformance loyalty engine• Industry Innovation• Connected mobile for Consumer Goods (CG) andLife Sciences (LS)• Advanced process enforcement using hierarchicalstate model for Public Sector• Utilities Order-to-Bill customer and product integrationwith CC&B (Customer Care and Billing)• Lower TCO• Standardization on Oracle technology for WebServices deployment, Reports (BI Publisher) andSecure Enterprise Search• EDQ integration for improved data quality• Optimized marketing campaign performance• Customer Experience• Cross-channel commerce, loyalty and marketingexperience with Siebel –ATG, WC Sites and Socialintegration• Improved service experience with integrated OracleKnowledge and social interactions• Intelligent offer presentment and execution with NextBest Action (Siebel-RTD integration)• Industry Innovation• Banker’s desktop for Financial Services, Retail appsfor Communications (Siebel integrated PoS,Clienteling), Disconnected mobile for CG & LS• Advanced bundling, mobile commerce and multi-siteordering for Communications and Utilities• Improved citizen experience and case processing forPublic Sector• Function space diary and Loyalty for Hospitality• Lower TCO• Application life cycle management – development(IRM), deployment, monitoring and diagnostics• OPA integration for privacy and survivorship• Concept-to-Cash integration for industries• Customer Experience• Cross-channel sales and service experience withSiebel- ATG, Retail and Endeca integration• Extended 360 view of the customer with socialinsights and integrated analytics• Integrated portal experience for employee andcustomer collaboration with integrated Oracle SocialNetwork (OSN)• Industry Innovation• New mobile app for Retail Banking• Enhanced integration between Trade PromotionManagement and Customer Order Management• Appeals Management, Case State and TemporalEvent Management for Public Sector• Remote monitoring and telematics integration forManufacturing and Service industries• Lower TCO• Performance improvements using in memorydatabase for caching• Integration with BPEL for business process innovation• Enterprise Management user console for monitoring2012 Innovations 2013 Innovations 8.3
  60. 60. 62 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Siebel Roadmap – Fall 2013 Release• Cross-channel commerce, loyaltyand marketing experience withSiebel –ATG, WC Sites and Socialintegration• Field Service enhancementsoptimized for Smartphones andtablets• Improved service experience withintegrated Oracle Knowledge andsocial interactions – Phase 2• Intelligent offer presentment andexecution with Next Best Action(Siebel-RTD integration)• eService enhancements• Social Collaboration with Siebel• Social Marketing enhancements –Phase 2• Banker’s desktop for FinancialServices, Corporate banking fortablets• Retail apps for Communications(Siebel integrated PoS,Clienteling),• Disconnected mobile for CG & LS• Advanced bundling, mobilecommerce and multi-site orderingfor Communications and Utilities• Improved citizen experience andcase processing for Public Sector• Function space diary and Loyaltyfor Hospitality• Public Sector eServiceenhancements using Open UI• Performance improvements usingin memory database for caching• Runtime configuration for SiebelTools Extensibility• Simplified Install process• Server Management Dashboardand Views using Open UI• Enterprise Management userconsole for configuration,monitoring and diagnostics• Exadata/Exalogic uptake acrossindustry solutions• Continued Certifications• Security EnhancementsCustomerExperienceIndustryInnovationsTCO
  61. 61. 63 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Siebel CX Integrations Already DeliveredOracle Solution Integration Description IntegrationTypeReleaseDeliveredStatusOracle Real-Time Scheduling • Advanced Scheduling for Field Sales/Service •Productized Integration •8.1 / 8.2 •CompleteATG Commerce • Cross Channel OM for Web Commerce (Cross Industry) •Tech Note & Reference Code •8.1 / 8.2 •CompleteOracle Knowledge Management• Integrated Contextual Knowledge for Contact centerand Self-Service•Productized Integration •8.1 / 8.2 •CompleteRNOW • OPA for RNOW Service •Tech Note & Reference Code •8.1 / 8.2 •CompleteSiebel OM to RGBU POS • POS for Siebel Customers •Tech Note & Reference Code •8.1 / 8.2 •CompleteOracle Policy Automation •Policy Automation for Siebel (OPA & Siebel) •Productized Integration •8.1 / 8.2 •CompleteReal-Time Decisioning •RTD/Next Best Action and Siebel (Siebel & RTD) •Productized Integration •8.1 / 8.2 •CompleteEBS•Order to Cash for Siebel (Siebel & eBS)•Product and Customer Master for Siebel (Siebel & eBS)•Productized Integration •8.1 / 8.2 •CompleteOSM•Service Provisioning in Service Industry and Siebel(Siebel & OSM)•Productized Integration •8.1 / 8.2 •CompleteCommunications Billing•Agent Assisted Billing Care in Communications Industryfor Siebel•Productized Integration •8.1 / 8.2 •CompleteUtilities Billing• Order to Bill integration in Deregulated Utilities forSiebel•Productized Integration •8.1 / 8.2 •CompleteTransportation Quoting •Transportation Quoting & Fleet Management for Siebel •Productized Integration •8.1 / 8.2 •CompleteAvailable Now
  62. 62. 64 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Siebel CX Integrations Planned and UnderwayOracle Solution Integration Description IntegrationTypeFamilyPriorityPlannedReleaseStatusOracle Social Network • Cross team Social Collaboration for CRM•Tech Note & ReferenceCode•2013 – 1 •IP2013 •In ProgressATG Commerce•Cross Channel OM for Web Commerce (Industry)•Loyalty for Web Commerce•Tech Note & ReferenceCode•Tech Note & ReferenceCode•2013 – 2 •IP2013 •In ProgressSocial RelationshipManagement• Personalized marketing campaigns on socialchannels• Listen and Respond in social channels for service•Tech Note & ReferenceCode•Tech Note & ReferenceCode•2013 – 3•2013 – 4•8.1.1.10•8.1.1.10•In Progress•In ProgressDistributed OrderOrchestration• Orchestrating demand capture for SiebelCommerce•Tech Note & ReferenceCode•2013 – 6 •8.1.1.10 •CompleteWC Sites • Personalized marketing content delivery for Siebel •TBD •2013 – 8 •IP14 •In ProgressRNOW•Empowering Customer Self-Service for Siebel• Enhanced on-line billing(eBilling) for RNOWService•Tech Note & ReferenceCode•Tech Note & ReferenceCode•2013 – 9•2013 – 10•2013 – 12•IP2013/14•IP2013/14•IP2013•In Progress•In Progress•In ProgressReal Time Decisions • Next best action and recommendations for Siebel•Tech Note & ReferenceCode•2013 – 11 •IP 2013 •In ProgressGeo-Spatial • Geo Spatial Visualization for Siebel •Tech Note •2013 – 14 •IP 2013 •In ProgressClick to Call / Chat • Integrated Click to Call / Chat for Siebel •Tech Note •2013 – 15 •IP2013 •In ProgressPlanned
  63. 63. 65 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.SummarySiebel Innovation Themes• Customer Experience– Usability - New modern User Interface – Open UI supporting multiple browsers and devices– Mobility - New Mobile Solutions including disconnected mobile for all industries supporting iOS, Android andWindows devices– Social – Monitoring and Social Engagement using SRM and Social Collaboration using Oracle Social Network• Industry Innovation– Continued investment in CME, FINS, HTIM, PS, LS, CG– Deliver key industry capabilities in Communications that covers advanced bundling, mobile commerce andmulti-site ordering for Utilities– Improved citizen experience and case processing , appeals Management, Case State and Temporal EventManagement for Public Sector• Total Cost of Ownership– Extensibility enhancements to Siebel Tools for reduced development and upgrade costs– Continued Support for multiple Databases, Operating systems and middleware systems– Virtualized solution - Oracle VM containing Siebel mid-tier application and database templates
  64. 64. 66 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Upcoming Product Direct SessionsDate/Time Session Title PresenterMarch 13, 8:30AM PDT Siebel-ORS integration for Field ServiceMudit Maheshwari / CalvinTu / Peter BroughtonMarch 20, 8:30AM PDT Siebel Customer Experience Update Uma Welingkar / Joe BlauApril 3, 8:30AM PDT Siebel Reference ShowcaseScott Eggleston / AllisonWoolseyApril 17, 8:30AM PDT CRM Industry Update David FanMay 1, 8:30AM PDTSiebel Industry Solution Demo - OpenUI – PartnersDavid Fan / Industry TeamMay 15, 8:30AM PDT CRM On Demand Reference ShowcaseScott Eggleston / AllisonWoolseyJune 5, 8:30AM PDT CRMOD Mobility - Hosted iSales Raj Aggarwal / Joe BlauJune 19, 8:30AM PDT Siebel IP13 - Whats coming in 2H 2013 Aaron Shidler
  65. 65. 67 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Questions?

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