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Siebel innovation pack 2013 spring release


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Siebel innovation pack 2013 spring release

  1. 1. Siebel Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  2. 2. Siebel CRM 8.x Momentum Customers Working With Siebel CRM 8.x2 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  3. 3. Siebel CRM Investment Strategy Continued Innovations every year Siebel 8.3 FP Siebel 8.3 FP Siebel 8.4 FP Siebel 8.1/8.2 FP Siebel 8.3 FP Siebel 8.4 FP Siebel Siebel 2013 2014 2015 2016 2017 2018 2019 2014-IP 2017-IPSiebel Siebel 8.3 Siebel 8.4Siebel 2013-IP 2015-IP 2016-IP 2018-IP Siebel 8.1/8.2 IP Siebel 8.3 IP Siebel 8.3 IP Siebel 8.4 IP 3 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  4. 4. Siebel Roadmap 2012 Innovations 2013 Innovations 8.3• Customer Experience • Customer Experience • Customer Experience • New employee and partner experience on any • Cross-channel commerce, loyalty and marketing • Cross-channel sales and service experience with device, channel and browser (Open UI) experience with Siebel –ATG, WC Sites and Social Siebel- ATG, Retail and Endeca integration • iPad and Android tablet apps for field sales and field integration • Extended 360 view of the customer with social service • Improved service experience with integrated Oracle insights and integrated analytics • Real-time rewards and recognition with high Knowledge and social interactions • Integrated portal experience for employee and performance loyalty engine • Intelligent offer presentment and execution with Next customer collaboration with integrated Oracle Social Best Action (Siebel-RTD integration) Network (OSN)• Industry Innovation • Connected mobile for Consumer Goods (CG) and • Industry Innovation • Industry Innovation Life Sciences (LS) • Banker’s desktop for Financial Services, Retail apps • New mobile app for Retail Banking • Advanced process enforcement using hierarchical for Communications (Siebel integrated • Enhanced integration between Trade Promotion state model for Public Sector PoS, Clienteling), Disconnected mobile for CG & LS Management and Customer Order Management • Utilities Order-to-Bill customer and product integration • Advanced bundling, mobile commerce and multi-site • Appeals Management, Case State and Temporal with CC&B (Customer Care and Billing) ordering for Communications and Utilities Event Management for Public Sector • Improved citizen experience and case processing for • Remote monitoring and telematics integration for• Lower TCO Public Sector Manufacturing and Service industries • Standardization on Oracle technology for Web • Function space diary and Loyalty for Hospitality Services deployment, Reports (BI Publisher) and • Lower TCO Secure Enterprise Search • Lower TCO • Performance improvements using in memory • EDQ integration for improved data quality • Application life cycle management – development database for caching • Optimized marketing campaign performance (IRM), deployment, monitoring and diagnostics • Integration with BPEL for business process innovation • OPA integration for privacy and survivorship • Enterprise Management user console for monitoring • Concept-to-Cash integration for industries 4 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  5. 5. Agenda• Siebel Overview• 2012-IP Recap• Announcing Spring 2013 Release• Fall 2013-IP Release 5 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  6. 6. Spring Release – 2013Innovation Focus Themes Goals CapabilitiesProvide customervalue with added Customer Experience innovations at lower, morepredictable costs Industry Innovation Lower TCO6 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  7. 7. Siebel CRM Spring 2013 - Spring -2013Fall-2012- Release Highlights• Open UI - Framework Customer Experience : Usability , Mobile and Social • Customer Dashboard and Scheduling, Search, Reports Scheduling and Parameterization, Product catalog renderer• Connected Mobile Solution • Disconnected Mobile for Field Service and Field Sales and Life Sciences • Sales, Service, Industr • Advanced Scheduling with ORS Integration for Service y Solutions (LS & CG) • Datamodel for Social profiles – CI listening solution for Service including integrated Knowledge Mgmt, Social Media Marketing• Disconnected Mobile UCM Solution – Framework • EDQ Long Term Integration, Child Survivorship, Child Cross referencing and Hierarchy enhancements and Multi Branding Support and• CRM Desktop for Lotus Transaction Manager Notes• Eligibility and Effective Industry Solutions CMU Dating enhancements for • ATG – Commerce Solution Public Sector • Advanced Promotions , Response Action Framework• Real-time rewards and • AIA - Concept to Cash Enhancements, AIA - Siebel Fleet Mgmt recognition with high • Multi-Site Ordering for Utilities performance loyalty engine T&T, Hospitality, Retail• Complex Trials and Trip • Deeper Loyalty – 8.2.2 solution, Complete Meeting Packages Public Sector Social Services Reports for Clinical • Citizen Self-Service and Eligibility including eService, Hierarchical State Model, Accessibility with Open UI, Self-Service with OPA,• High Availability upgrade and Single Step SEA->SIA TCO upgrade • Incremental Repository Merge (IRM) with IRM reports to identify custom repository changes• Deployment and Diagnostics • Advanced Diagnostics for Operational Excellence • Oracle database - OCI connection pooling • Certifications : O/S – Windows 2012, HP/UX Itanium V3, Windows 8 support for Siebel Remote, BI Publisher 11g certification 7 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  8. 8. Customer Experience – Usability and Mobility8 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  9. 9. Customer Experience – Usability Spring -2013 Reports Dynamic reports menu in Open UI Solution Overview: Intuitive user interface for Open UI to execute reports. Designed for use 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 Directly open reports from notification list • Return context to the application immediately after report execution • Less button clicks to execute reports and open report output Why It Matters: Ability to run interactive reports, scheduled reports and with parameters from Open UI on browser and tablets.Latest information on the Reports forum post: 9 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  10. 10. Customer Experience – Usability Spring -2013 Search Single Search Box with rest of the Menu itemsSolution 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 searchable fields and search engine returns results based on these weights• Create/Update/Delete sources directly from the Siebel UI Dynamic Search Results displayed on the same screen• Asynchronous indexing and support for both FTP and HTTP indexingWhy 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 etc 10 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  11. 11. User Experience – Usability Spring -2013 Customer Dashboard Persistent & Quick access to customer information through the lifecycle of the callSolution Overview:Intuitive user interface for Customer Dashboard – single userinterface across the entire applicationKey Capabilities:• Persistent and quick access to customer information across the life cycle of the call• Click to call from a form applet• Improved usability using collapsible menus and no popups Click to Call from Form Applet• Email-F9 capability with attachment and template support• Notifications with color coding and read/unread options and details with hoverWhy it Matters:Lower deployment costs , easy integration with 3rd party vendor solutions 11 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  12. 12. Customer Experience - Usability Spring -2013 Web Commerce for SiebelSolution Overview: Siebel Order Management integrated with ATG Web Commerce to enable cross-channel commerce and deliver a more seamless shopping and purchasing experience for consumers.Key Capabilities:• Seamlessly create and manage account, contact, and customer information across channels.• Achieve optimal performance by leveraging integrated sales catalog structures, product details, price and promotions• Deliver consistent experience by extending product configuration, pricing and product eligibility rules from Siebel product catalog to ATG Web CommerceWhy It Matters:• Provide continuous clicks-to-bricks and bricks-to-clicks support for customers and employees, increase speed of new product introductions and reduce time managing data and sales policies in silos 12 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  13. 13. Customer Experience - Usability Spring -2013 Marketing CampaignsSolution Overview: Improved customer campaigns by delivering 1:1 Personalized Message and Offers to customers. Extend and enable customers to share offers and content on Every Customer is Unique social network.Key Features:• Setup URLs for Dynamic Content as well as social sharing• Include one or more social network sharing links within email template• Dynamic URL can point to a 3rd party offer/content repository and rules engine to determine the appropriate content for a given campaign target• Dynamic URLs can be specified with merge fields. The merge field content will be passed to URL at runtime. Then why your emailsWhy it Matters: look the same?• Improved targeting response rate and conversion and customer satisfaction, extending to social channels maximizes offer penetration and social presence 13 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  14. 14. Customer Experience - Usability Spring -2013 Loyalty 8.2.2 - Backported to Loyalty 1:1Enhanced Accrual Process Enhanced Reward Capabilities• Process & Data Model • Dynamic Vouchers Enhancement • Advanced Voucher Actions• Enhanced Accrual Web services • Future Dated VouchersEnhanced Redemption Process Enhanced Loyalty Engine Business User• Enhanced redemption web service • User-Defined Engine Parameterization Empowerment• Recurring Awards • Enhanced Processing Log • Advanced Transaction SimulationEnhanced Promotions Framework • Custom Transactions Support• Promotion Designer• Eligibility Promotions Enhanced Member Administration• Transient Variables • Bulk Promotion Enrollment Industry Best Practices• Calendar Attributes • Enhanced Member Search• Hierarchical Rule Authoring• Theme Based Promotions Enhanced Usability• Rule Library • New UI for Partnership Management• Advanced Search • New UI for Loyalty Product• Formula Support Management 14 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  15. 15. Customer Experience – Usability Spring -2013 Customer Care: Improved Employee, Customer and Partner KnowledgeSolution Overview. Oracle Knowledge integration with Siebel’s Call center and Web Self-Service provides a unique ability to discover the true intent of each inquiry with real-time contextual data from enterprise systems to quickly pinpoint the most-relevant answers.Key Capabilities:• It allows agents, customer communities to tap into knowledge from various sources collaborate with peers, reach out to subject matter experts, and contribute their own expertise.• Context-driven search quickly pinpoints relevant answers leveraging key information from service requests. Provides historical context of the problem resolution for future reference.• Industry specific answers on the web with managed Customer communities leading to fewer escalationsWhy it matters :Customers today expect superior customer experience across any of the channels they interact on 15 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  16. 16. Customer Experience – Usability Spring -2013 Customer Care: Advanced SchedulingSolution Overview: Integrating Siebel Service with Oracle’s Real Time scheduler provides a real-time dynamic scheduling solution for companies to optimize the scheduling of their skilled mobile resources.Key Capabilities:• Optimize cost and resource utilization for service appointment scheduling• Minimize appointment window with continuous optimization up to point of dispatch• Meet & exceed customer expectations while keeping customers 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- Risk Mitigation Designtime service appointments and helping manage customer • Coexistence of both Siebel Scheduler and ORSexpectations • Existing customers can phase in ORS 16 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  17. 17. Customer Experience – Mobility Spring -2013 Functional ChangesBasic Operations and Look and Feel• Allows user to create an icon for the mobile application on the home page• Hides away the URL to provide much cleaner look and feel• Icons moved and related items aligned properly• Changed hyperlink to icons for drill down• Automatic Platform differentiation between tablet and SmartphoneDevice/App Integration• Customers can use the camera to capture a picture or video and attach it to the calls/accounts/contactsSpecialized Logic• Allows users to create or view attachments attach new documents to the calls/contacts/accounts 17 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  18. 18. Customer Experience – Mobility Summer -2013 Disconnected CapabilityKey Considerations• Maintain device and OS independence• Continue to leverage Siebel configuration Txn Sync and Meta-data Wrapper• Client side enhancements to manage Sync API state in disconnected mode• Server side enhancements to support Data richer meta-data needs of client Disconnected Generation Mobile Wrapper• Full set of Sync Process - Incremental, Full, Object level• Server and Client side enhancements to DM Txn Tables support incremental sync• Total Cost of Ownership (TCO) and Deployment Siebel Server with Remote and HH enabled 18 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  19. 19. Customer Experience – Mobility Summer -2013 Empowering Field Service TechnicianBasic Operations Basic Operations• Create, View, Update & Delete SRs, Activities, Accounts • Create, View, Update and Delete SRs, Activities, Accounts , Assets, Parts Inventory, Orders, Invoices (C) , Assets, Parts Inventory, Orders, Invoices (D)Device/App Integration• Google Maps Integration ( C) Special LogicSpecial Logic • Automatic Invoice Generation (D)• Automatic Invoice Generation (C) • Check Parts Availability in Trunk from within Service Activity (• Part Tracker Inventory Update (C) D)• Activity Status State Transitions ( C) • Single Click Order Creation (D)• Check Part Availability in Trunk ( C) • Activity Status State Transitions ( D)• Single Click Order Creation (C) • Capture Customer Signature (D)• Capture Customer Signature (C) C-Connected Available Now; D – Disconnected 19 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  20. 20. Customer Experience – Mobility Summer -2013 Empowering Pharmaceutical Sales RepBasic Operations• Plan, Schedule and Execute Calls, Drop Samples, Detail Products and Capture 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 – Disconnected 20 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  21. 21. Customer Experience – Mobility Fall -2013 Empowering Field Service TechnicianBasic Operations Specialized Logic• Support Solutions, Asset Hierarchy, Customer • Check Part Availability in Trunk ( D) Survey, View peer truck stock • Part Tracker Inventory Update (D)• Support Leads, Timesheets, Quotes, Contracts and • Automatic Quote Generation from SR ( C) Expense Reports ( C,D) • Spare Part Pricing and Ordering ( C)Device/App Integration • Asset Warranty eligibility check ( C)• Camera (Photo/Video) Integration (C, D) • Timesheet Automation ( C)• Facetime Integration ( C) • Receive Parts and update Inventory ( C, D)• Offline Google Maps Integration ( D) • Cycle Counting ( C)• Barcode Integration ( C,D) • Print Invoice ( C,D)• GPS Integration ( C) • Email Invoice (C)• Calendar Integration ( C) 21 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  22. 22. Customer Experience – Social22 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  23. 23. Customer Experience - Social Spring -2013 Integration to Oracle Social Relationship Management (SRM) Contact Social Profiles enhanceSolution Overview: Basic Siebel CRM social media integration customers 360 view framework for integration with Oracle Social Engagement & Monitoring and Social Marketing cloud services.Key Capabilities:• Match social authors to existing contact within CRM Contact system, create activities to record interactions.• Engage customers on the social channel from a single unified Contact Social Profiles Desktop interface for improved interaction• Monitoring consumer trends allows for cross-sell and up-sell of Social Profile Attributes Social Profile Interactions products through call center and self-service channels• Monitor sentiments and react directly through the social channels Service Request creation from social media posts in Oracle SEM reaching the complete sphere of influence that the consumer has.Why It Matters: Leverage the leading capabilities of Oracle SRM product services with Siebel CRM for Service and Marketing use cases. Full service offering for the social media channel. Create leads from social media and manage social media campaigns within Siebel CRM. Expand customer 360 with Contact Social Profiles. 23 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  24. 24. Customer Experience - Social Spring -2013 Integration to Oracle Social MarketingSolution Overview: Siebel Marketing integrated with Oracle SRM to enable closed-loop, cross-channel campaigns with integrated social media, for marketers to engage with prospects on social networks , capture leads based on their social actions, maximize insight and overall marketing effectivenessKey Capabilities:• Associate Siebel Marketing campaigns with social messages and components (Phase 1)• Capture new leads from social interactions in Siebel (Phase 1)• Social sharing from traditional channels: email and Web (Phase 1/2)• Cross-channel campaign analysis (Phase 2)• Unified customer profiles with social insight for superior segmentation 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 and social channels to maximize reach, relevance and revenue and deliver rich cross-channel CX 24 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  25. 25. Industry Innovations25 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  26. 26. Spring -2013 Industry Innovation Integrated Cross-Channel Case Management for Public Sector Modern Citizen Portal with More Self- Service Options• Solution Overview: Provide world class citizen service via an integrated eligibility and case management offering to government customers.• Key Capabilities: Support for complex citizen self-service and integrated eligibility scenarios across programs, agencies, and service providers via • Streamlined user experience for employees, citizens and partners • Fully accessible and government client applications aligned to Section 508 and WCAG 2.0 AA standards Enhanced Application Intake, Contact • Refined effective dating capabilities to manage different change of Matching and Application Review circumstances situations Processing • Enhanced citizen experience through new self-service capabilities like online applications, appeal requests, and appointment scheduling • Integration with Oracle Policy Automation for complete self-service application 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 fast changing policy and declining budgets. PS State Model, Updates for Latest OPA Connector and New Effective Dating Features (including Future Dating and Effective Date Status) 26 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  27. 27. Industry Innovation Spring -2013 Commerce Automation using Response Action FrameworkSolution Overview: Enable service providers to create personalized Create Personalized Actionable Offers actionable offers that customers can accept with one click and that can be used on the Web or on channels where there is limited user interactivity, such as SMS and IVR.Key Capabilities: The new response-action framework automates offer execution and supports key order processes, including asset-based ordering. New web services simplify the offer-to-order process for non- assisted interactions. Key features include• Product Offer Administration: New administration views to create and maintain product offers• Product Offer Presentment: Recommend eligible product offers based Declarative framework to automate offer on customers’ installed assets and automate offer execution. execution• Product Offer Web Services: New web services to get recommended offers for a customer and apply an offer to create a quote or order• Product Configurator Web Service for Orders: New product configurator web service to add and configure products in a sales orderWhy It Matters: Enhances business agility by simplifying the offer to order process for non-assisted interactions and improving developer productivity and application maintainability. 27 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  28. 28. Industry Innovation Spring -2013 Complete Meeting Packages for Hospitality Packaged group offerings to meet theSolution Overview: Provide enhanced sales and event management complete needs of event planners capabilities for effectively managing complete meeting packages Meeting PackageKey Capabilities: Support the bundling of function spaces, sleeping rooms, catering, audio/visual and other event order items into a single Non-Function Functions Room Blocks meeting package Line Items• Per person prices to simplify quoting to customers Function Line Room Block Line• Revenue allocationed by revenue categories for detailed accounting Items Items and tracking Enhanced quote management capabilities• Enhanced pricing capabilities to support modifications to the package to provide for easy meeting package detailing price during negotiations• Comprehensive pro-forma report to provide a complete picture of the eventWhy It Matters: Allows hospitality companies to maximize revenue by selling pre-packaged events that have been assembled and optimized by revenue managers. Also increases customer satisfaction by offering a package with a simple pricing structure allowing them to easily manage Revenue Allocations, Pro-Forma budgets. Report, Non-function line items, Package Restrictions and Effective Dates 28 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  29. 29. Industry Innovation Spring -2013 Billing and Product Management for UtilitiesSolution Overview: Allows Utilities to offer customers with convenience and a rich set of Billing options, processed seamlessly between the multi-channel contact center and the back officeKey Capabilities:• Support an integrated solution between Siebel Utilities and Oracle Utilities Customer Care & Billing to deliver customer and product synchronization – Synchronization of New Customer information from Siebel Energy to CC&B: Billing Account, Address, Contact, Billing Profiles, Statement Profiles – Synchronization of Customer information Updates from Siebel Energy to CC&B – Synchronization of rate information from CC&B to Siebel Energy• Secondary Bill Recipients and Seasonal Addresses for primary/secondary bill Inbound Synchronize Product recipients• Central Repository of Bank information Order Management Outbound Process Oracle Oracle Submit Order Utilities Siebel CustomerWhy It Matters: Utilities benefit from lower TCO, lower risk, and faster deployment for Care and with pre-build integration while enabling best practice processes to ensure Utilities Inbound Billing superior Customer Experience Outbound Create Customer Outbound Update Customer 29 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  30. 30. TCO30 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  31. 31. Lower TCO Spring -2013 Platform Support• Database Management System • Web Server • IBM DB2 (LUW) 9.7 (w/ corresponding client) • IBM HTTP Server v7 on AIX 6.1, 7.1 • IBM DB2 for zOS v10 (DB2 Connect 9.7) • Microsoft IIS7.5 on Windows 2008 R2 • Oracle 11g R2 (11G R2 Client, DD 6.1)) • OHS (OEL 6, RHEL 6) 11g • MS SQL Server 2008 R2 (v10 client) • Sun Java System Web Server EE 7 on Sol 10,11/SPARC • Client Environments• Siebel Enterprise Server OS • HI Client on IE 8 • Windows 2012 Server 64 bit • Windows 8 on Disconnected client • Windows 2008 R2 Server 64 bit • OpenUI Client on the following browser standards • Sun Solaris 10,11 on SPARC • HTML 5 .01 • Oracle Enterprise Linux 6.1 on 64 bit • IBM AIX 6L and 7L, AIX 6.1, 7.1 • CSS 3.0 • Java Script 1.6+ Note: OpenUI is supported on any browser supporting these standards 31 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  32. 32. Spring -2013 Lower TCO DiagnosticsOperational Excellence• Identify slow running SQL• Single Siebel Admin view providing diagnostic view of the List of all failed processes in this Siebel Enterprise List of all users affected by the selected failed process following • Crash logs embedded in views • Map to FDR data for last know user interactions that caused the crash • List of users attached to process that crashed Dump of activity just prior to process failureKey Benefits• Ability to self-diagnose issues• Identify user triggering slow running SQL and help change user behavior• Identify users affected by crash and proactively notify users Crash.txt file content for the selected failed process 32 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  33. 33. How do we get to Spring Release-2013? Public Sector/Health All Other Industries and Human Services New Customers Installing Siebel Installing Siebel Existing Customers Upgrade to Siebel Upgrade to Siebel 7.x, 8.0 Existing Customers Uptake Siebel Uptake Siebel 8.1*,8.2* with Incremental with Incremental Repository Repository Merge(IRM) Merge(IRM)33 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  34. 34. Spring -2013 Lower TCO Incremental Repository Merge(IRM)Solution Overview: Provide a wizard in Siebel Tools todeploy and import the innovation packs. IRM is mandatoryto install innovation packsKey Capabilities:• With all ACRs are bundled up once a year as an Innovation Pack to reduce multiple steps to install ACRs• Comparison between base version, prior customer repository and Siebel’s new innovation pack content• Creates a new customized repository – final, copied and 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 innovation packs and upgrades and allow customer to go to market faster 34 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  35. 35. Spring -2013 Lower TCO Incremental Repository Merge(IRM)Hierarchical Merge Conflict Reports:Filter Report by choosing• Siebel and customer modified : These are the ones where Oracle 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 on has changed.• Click Show Dependencies button to see object.• See what has changed in a dependent object by drilling down on the parent 35 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  36. 36. Spring -2013 Lower TCO Incremental Repository Merge(IRM)Workflow/Task Visual CompareTool• The workflow/task difference utility makes spotting differences in versions of workflows and tasks easy.• Select two versions of the same process or task and right click to choose Compare ObjectsSelected.• The version selected first is on the bottom (usually the new one) and the version on top is the older version.• In a step in one version is the color red it has been deleted from that version. Yellow means it has been updated. Green means it is a new step. 36 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  37. 37. Agenda• Siebel Overview• 2012-IP Recap• Announcing Spring 2013 Release• Fall 2013-IP Release 37 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  38. 38. Siebel CX Integrations Already Delivered Available Now Oracle Solution Integration Description Integration Release Status Type DeliveredOracle 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 •Complete • Integrated Contextual Knowledge for Contact centerOracle Knowledge Management •Productized Integration •8.1 / 8.2 •Complete and Self-ServiceRNOW • 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 •Complete •Order to Cash for Siebel (Siebel & eBS)EBS •Productized Integration •8.1 / 8.2 •Complete •Product and Customer Master for Siebel (Siebel & eBS) •Service Provisioning in Service Industry and SiebelOSM •Productized Integration •8.1 / 8.2 •Complete (Siebel & OSM) •Agent Assisted Billing Care in Communications IndustryCommunications Billing •Productized Integration •8.1 / 8.2 •Complete for Siebel • Order to Bill integration in Deregulated Utilities forUtilities Billing •Productized Integration •8.1 / 8.2 •Complete SiebelTransportation Quoting •Transportation Quoting & Fleet Management for Siebel •Productized Integration •8.1 / 8.2 •Complete 38 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
  39. 39. Siebel CX Integrations Planned and Underway Planned Oracle Solution Integration Description Integration Family Planned Status Type Priority Release •Tech Note & ReferenceOracle Social Network • Cross team Social Collaboration for CRM •2013 – 1 •IP2013 •In Progress Code •Tech Note & Reference •Cross Channel OM for Web Commerce (Industry) CodeATG Commerce •2013 – 2 •IP2013 •In Progress •Loyalty for Web Commerce •Tech Note & Reference Code •Tech Note & Reference • Personalized marketing campaigns on socialSocial Relationship Code •2013 – 3 • •In Progress channelsManagement •Tech Note & Reference •2013 – 4 • •In Progress • Listen and Respond in social channels for service CodeDistributed Order • Orchestrating demand capture for Siebel •Tech Note & Reference •2013 – 6 • •CompleteOrchestration Commerce CodeWC Sites • Personalized marketing content delivery for Siebel •TBD •2013 – 8 •IP14 •In Progress •Tech Note & Reference •Empowering Customer Self-Service for Siebel •2013 – 9 •IP2013/14 •In Progress CodeRNOW • Enhanced on-line billing(eBilling) for RNOW •2013 – 10 •IP2013/14 •In Progress •Tech Note & Reference Service •2013 – 12 •IP2013 •In Progress Code •Tech Note & ReferenceReal Time Decisions • Next best action and recommendations for Siebel •2013 – 11 •IP 2013 •In Progress CodeGeo-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 Progress 39 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.