siebel openui launch and roadmap for 2013 · • banker’s desktop for financial services, retail...
TRANSCRIPT
1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Siebel OpenUI Launch and Roadmap for 2013 Ye Wei
Oracle China
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 2
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.
Safe Harbor Statement
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 3
• Siebel Investment and Release
Plan
• Announcing 2012-IP
• Spring 2013 Release and IP-2013
Agenda
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 4
Technology Innovation Is Exploding
The Rate Of Innovation Has Accelerated
Cloud Mobile Social Data
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 5
CRM has evolved, but the needs remain unchanged
CRM remains an instrumental and key part of any business. The expectations from the CRM
tools are being elevated: growing, and evolving faster than ever.
• Transactional view of CRM
• Limited communication among stakeholders
Past
• New technologies enhancing CRM such as: social media,
mobility, the cloud
• Opportunities exist for unifying the multi-channel consumer
experience
Present
• CRM will be instrumental in tying together the multi-channel consumer
experience
• Analytics will enable quick, well-informed decisions
• Marketing and sales need to be better aligned to drive efficiencies
Future
Future face of CRM will be to link all stakeholders and support great customer experiences
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 6
• Customer Experience
• Sales, Service and Marketing and Loyalty and
Customer Order Management under a single
platform
• Comprehensive, Usable, Mobile and Social
• Industry Innovations
• 21+ Industry specific capabilities and 21
languages supported in a single repository
• Industry specific enhancements and business
enablement delivered for 20 years
• TCO
• Scalable, Configurable, Upgradable
• Quicker go to market with new tooling
• Stack optimization with virtualization
Siebel CRM Comprehensive, Configurable, Industry Specific
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 7
Siebel CRM Investment Strategy Continued Innovations every year
8.1.1.9 FP
8.2.2.2 FP
2012 2013 2014 2015
8.1.1.x IP
8.2.2.x IP
8.1.1.x FP
8.2.2.x FP
8.3.0.x FP
8.1.1.x IP
8.2.2.x IP
8.1.1.x IP
8.2.2.x IP
8.3.0.0
IP-Premier Support Reset
8.3.0.x IP
Fix Pack delivery -1st Half of each year
Bug Fixes and Certifications
Annual Innovation Pack- 2nd Half of each year
Provide innovations/enhancements frequently
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 8
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 field
service
• Real-time rewards and recognition with high
performance loyalty engine
• Industry Innovation • Connected mobile for Consumer Goods (CG) and
Life Sciences (LS)
• Advanced process enforcement using hierarchical
state model for Public Sector
• Utilities Order-to-Bill customer and product integration
with CC&B (Customer Care and Billing)
• Lower TCO • Standardization on Oracle technology for Web
Services deployment, Reports (BI Publisher) and
Secure Enterprise Search
• EDQ integration for improved data quality
• Optimized marketing campaign performance
• Customer Experience • Cross-channel commerce, loyalty and marketing
experience with Siebel –ATG, WC Sites and Social
integration
• Improved service experience with integrated Oracle
Knowledge and social interactions
• Intelligent offer presentment and execution with Next
Best Action (Siebel-RTD integration)
• Industry Innovation • Banker’s desktop for Financial Services, Retail apps
for Communications (Siebel integrated PoS,
Clienteling), Disconnected mobile for CG & LS
• Advanced bundling, mobile commerce and multi-site
ordering for Communications and Utilities
• Improved citizen experience and case processing for
Public 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 with
Siebel- ATG, Retail and Endeca integration
• Extended 360 view of the customer with social
insights and integrated analytics
• Integrated portal experience for employee and
customer collaboration with integrated Oracle Social
Network (OSN)
• Industry Innovation • New mobile app for Retail Banking
• Enhanced integration between Trade Promotion
Management and Customer Order Management
• Appeals Management, Case State and Temporal
Event Management for Public Sector
• Remote monitoring and telematics integration for
Manufacturing and Service industries
• Lower TCO • Performance improvements using in memory
database for caching
• Integration with BPEL for business process innovation
• Enterprise Management user console for monitoring
2012 Innovations 2013 Innovations 8.3
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 9
Siebel CRM 8.x Momentum
Customers Working With Siebel CRM 8.x
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 10
A Sample of Siebel Customers
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 11
Agenda
• Siebel Investment and Release
Plan
• Announcing 2012-IP
• Spring 2013 Release
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 12
Announcing Siebel IP-2012 GA Date: 12/12/2012
New releases – 8.1.1.9/8.2.2.2
Industry solutions
Features
2
21+
33+
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 13
Release Highlights
Spring FP • Oracle Universal Installer
• FMW Integration - SAI
• Siebel Restful Interfaces
• Security Enhancements
• Certifications – O/S and Database and Middleware
• Enhanced Bi Publisher Reporting
Fall IP • Open UI - Framework
• Connected Mobile Solution
• Sales, Service, Industry Solutions (LS & CG)
• Disconnected Mobile Solution – Framework
• CRM Desktop for Lotus Notes
• Eligibility and Effective Dating enhancements for Public Sector
• Advanced Scheduling and Dispatching – ORS 2.1 integration
• Real-time rewards and recognition with high performance loyalty engine
• Complex Trials and Trip Reports for Clinical
• High Availability upgrade and Single Step SEA->SIA upgrade
• Deployment and Diagnostics for Operational Excellence
Siebel CRM IP-2012 -8.1.1.9/8.2.2.2
LOWER
TCO
CUSTOMER EXPERIENCE
INDUSTRY
INNOVATIONS
• 6 Releases Since Acquisition
• 39 New Products
• 526 New Enhancements
• 21 Industry-Specific Solutions
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 14
Siebel CRM Investment Strategy
LOWER TCO
CUSTOMER EXPERIENCE
INDUSTRY INNOVATIONS
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 15
16 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.
Simplified UI Open
Architecture
Dynamic Layout Accordion iFrame Dynamic Toggling
Browser agnostic
Leverage real estate
Dynamic hide/show
Leverage Native browser/platform capabilities
Tablet support Real Time Data
validation Notification
Area Multi-Touch
Support
Collapsible Child List Applets
Multiple Tab Support
Map Integration
Signature Capture
Cache Busting Partial Refresh
Disconnected Mobile
Camera Support
Device Recognition
Infinite Scroll Jquery Support Screen Reader/
Accessibility Support
Dynamic Text box
Detail on Hover
Slide ups
Collapsible Tree Navigation
Key Open UI Capabilities
17 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.
Simplified UI Open
Architecture
Dynamic Layout Accordion iFrame Dynamic Toggling
Browser agnostic
Leverage real estate
Dynamic hide/show
Leverage Native browser/platform capabilities
Tablet support Real Time Data
validation Notification
Area Multi-Touch
Support
Collapsible Child List Applets
Multiple Tab Support
Map Integration
Signature Capture
Cache Busting Partial Refresh
Disconnected Mobile
Camera Support
Device Recognition
Infinite Scroll Jquery Support Screen Reader/
Accessibility Support
Dynamic Text box
Detail on Hover
Slide ups
Collapsible Tree Navigation
Collapsible Tree Navigation
18 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.
Dynamic Text box
Simplified UI Open
Architecture
Dynamic Layout Accordion iFrame Dynamic Toggling
Browser agnostic
Leverage real estate
Dynamic hide/show
Leverage Native browser/platform capabilities
Tablet support Real Time Data
validation Notification
Area Multi-Touch
Support
Collapsible Child List Applets
Multiple Tab Support
Map Integration
Signature Capture
Cache Busting Partial Refresh
Disconnected Mobile
Camera Support
Device Recognition
Infinite Scroll Jquery Support Screen Reader/
Accessibility Support
Detail on Hover
Slide ups
Collapsible Tree Navigation
Dynamic Text Box
19 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.
Detail on Hover
Simplified UI Open
Architecture
Dynamic Layout Accordion iFrame Dynamic Toggling
Browser agnostic
Leverage real estate
Dynamic hide/show
Leverage Native browser/platform capabilities
Tablet support Real Time Data
validation Notification
Area Multi-Touch
Support
Collapsible Child List Applets
Multiple Tab Support
Map Integration
Signature Capture
Cache Busting Partial Refresh
Disconnected Mobile
Camera Support
Device Recognition
Infinite Scroll Jquery Support Screen Reader/
Accessibility Support
Dynamic Text box
Slide ups
Collapsible Tree Navigation
Details on Hover
20 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.
Slide ups
Simplified UI Open
Architecture
Dynamic Layout Accordion iFrame Dynamic Toggling
Browser agnostic
Leverage real estate
Dynamic hide/show
Leverage Native browser/platform capabilities
Tablet support Real Time Data
validation Notification
Area Multi-Touch
Support
Collapsible Child List Applets
Multiple Tab Support
Map Integration
Signature Capture
Cache Busting Partial Refresh
Disconnected Mobile
Camera Support
Device Recognition
Infinite Scroll Jquery Support Screen Reader/
Accessibility Support
Dynamic Text box
Detail on Hover
Collapsible Tree Navigation
Slide Up – Quick Applet Access
21 Copyright © 2012, Oracle and/or its affiliates. All rights
reserved.
Device Recognition
Simplified UI Open
Architecture
Dynamic Layout Accordion iFrame Dynamic Toggling
Browser agnostic
Leverage real estate
Dynamic hide/show
Leverage Native browser/platform capabilities
Tablet support Real Time Data
validation Notification
Area Multi-Touch
Support
Collapsible Child List Applets
Multiple Tab Support
Map Integration
Signature Capture
Cache Busting Partial Refresh
Disconnected Mobile
Camera Support
Infinite Scroll Jquery Support Screen Reader/
Accessibility Support
Dynamic Text box
Detail on Hover
Slide ups
Collapsible Tree Navigation
Device Recognition
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 22
• Open UI transforms Siebel into a modern and intuitive CRM
platform; with next-generation mobile support for Tablets and
Smartphones
• Open UI allows Siebel to run in all modern web browsers
including IE9, Chrome, Firefox and Safari
• The Open UI greatly enhances user experience and
productivity; taking advantage of the latest web innovations
with device driven layouts, intuitive navigation, touch
optimization and enhanced accessibility support; Same URL,
different UI
• Open UI is a natural extension to Siebel, fully leveraging all
existing customer configuration and integration investments.
The framework is also fully extendable, providing customers
and partners with a platform to innovate.
User Experience Key Capabilities: Siebel Open UI
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 24
User Experience Native Device Integration for Mobile
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 25
• The new Siebel Mobile applications provide connected and
disconnected support across all modern Tablets and
Smartphones.
• The platform agnostic mobile applications allows Siebel to
run on multiple devices, leveraging native device
capabilities such as location services, email, camera and
signature capture.
• The mobile applications will provide out of the box support
for the Sales and Service business processes, as well as
industry specific process flows for Consumer Goods and
Life Sciences.
Benefits
• Use any of the templates provided to create a application
of your own
• Leverage existing Views and configuration
• Support for iO/S, Android, Windows based tablets
User Experience Siebel Mobile Solutions
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 26
Basic Operations – Connected and
Disconnected
• Create, View, Update & Delete, Activities,
Accounts , Contacts, Opportunities, Leads
Device/App Integration
• Google Maps Integration
• Capture Customer Signature
• Integrated email and one touch dialing
Specialized Logic
• Plan day’s activities
• Capture Sample Drops
• Product details associated with each call
• Single click order creation
• Capture attendee list for meetings
User Experience Siebel Field Sales Mobility
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 27
Basic Operations – Connected
• Create, View, Update & Delete SRs,
Activities, Accounts , Assets, Parts Inventory,
Orders, Invoices
Device/App Integration
• Google Maps Integration
• Capture Customer Signature
Specialized Logic
• Automatic Invoice Generation
• Part Tracker Inventory Update
• Activity Status State Transitions
• Check Part Availability in Trunk
• Single Click Order Creation
• Part Tracker Inventory Update
User Experience Siebel Field Service Mobility
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 28
User Experience: Open UI Does Not Solve Poor Process / UI Design…. But Siebel Does…
1. Dynamic Content for Home Page – Personalize for User
2. iHelp and Smart Scripts: Used to coach users through steps to complete a process
3. Enable Siebel in end User’s language of choice
4. Role Based Security: Simplify views to only show users required data.
5. Pre-Defined Queries / Search / Validations: Teach users how to eliminate errors
6. Universal Inbox: Consolidate workflow approval requests from multiple sources into one location
7. Tab Layout: Arrange tabs on a view / applet to align with the process.
8. Random Access and Keyboard Shortcuts: Reconfigure applets and views to consolidate data into
fewer views / clicks.
9. Task Based UI: Streamline/simplify data entry for frequently used or complex business process
10. Open UI: Enables… Simplicity across devices/channels
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 29
User Experience CRM Desktop
Outlook Lotus Notes
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 30
User Experience CRM Desktop for Lotus Notes
Personal and business contacts in a
single list provides single address
book for the end user
Custom CRM objects in
same folder structure as
native objects
• CRM Desktop allows users to focus on
learning about CRM entities, not a new user
interface
• The application allows users to access their
basic business data in one application, thus
providing better data management
• Allows sales team to access relevant data
‘on the go’ in an offline mode.
• Data is synchronized automatically when
users are online
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 32
Industry Innovations Solution Process Flow Support by Partner
Industry Process Flow Partner Consumer Goods Mobile Call Execution and Reporting ITC InfoTech
Mobile Route Planning ITC InfoTech
Retail Call and Coverage Planning ITC InfoTech
CMU New Activation Request OCS/Accenture
New Customer Summary View and Active Launch Pad OCS/Accenture
Support of Embeded UI in ORPOS OCS/Accenture
HTIMA Complex Service Enablement - Field Service Deloitte, Accenture, Wipro
Sales Enablement - B2B Selling Deloitte, Accenture, Wipro
Partner Sales Enablement Deloitte, Accenture, Wipro
Public Sector Intake and Elgibility Deloitte
Mobile Incident Reporting Deloitte, Accenture
Customer and Contact Management Deloitte
FINS Coustomer and Contact Management InfoSys, Cognizant, TCS
Activity Management InfoSys, Cognizant, TCS
Oppty Management InfoSys, Cognizant, TCS
Life Sciences Call Execution ITC InfoTech, Cognizant
Call Planning with eDetailing ITC InfoTech, Cognizant
Medical Devices Service Management ITC InfoTech, Cognizant
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 33
Relationship Manager’s Landing page on iPad by
Cognizant for FINS
Order Capture for Telcom by Accenture
Case Management by Public Sector by Deloitte
Call Execution for Life Sciences by ITC InfoTech
Industry Innovations Samples: Solution Process Flow Support by Partner
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 34
Industry Innovation Siebel Open UI – Industry Solutions
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 35
Industry Innovation Siebel Mobile – Industry Solutions
Disconnected Mobile Solutions
Pharma Sales with edetailing HTIM Field Service Solution Consumer Goods
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 36
Operational Excellence
• Single Step SEA->SIA upgrade
• HA scripts with Golden Gate
• Installation, Cloning and Patching
• Identify slow running SQL
• Partial shutdown of components
• Virtualized solution - Oracle VM containing Siebel mid-
tier application and database templates
Key Benefits • Test 2012-IP with pre-installed OVM templates
• Reduced install/patch time
• Reduced/Zero downtime for business upgrades
• Quick uptake of FixPacks and Install patches
• Ability to self-diagnose issues
Lower TCO Life Cycle Management
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 37 Oracle Confidential
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 Sol
10,11/SPARC
Client Environments
–HI Client on IE 8
–OpenUI Client on the following browser standards
HTML 5 .01
CSS 3.0
Java Script 1.6+
Note: OpenUI is supported on any browser
supporting 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 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, 7.1
Lower TCO Platform Support
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 38
Lower TCO Performance Optimization with Exadata/Exalogic
Siebel CRM
2x better Response Time
2x better Scalability
Siebel Call Center
Siebel CRM
2x better Response Time
2x better Scalability
Siebel Order Management
Response Time Scalability
2x
Standard hardware Exalogic and Exadata
2x
0.06 s
0.03 s
24% cpu
12% cpu
Test Metrics:
• 10K Call Center users on a single Exalogic node.
Linear scalability to 30k users on 3 nodes
• 11K Order Management users on 3 nodes of
Exalogic
Transactions Achieved:
• 0.5 Million Activities created per hour
• 24 Million web services transactions per hour on a
single Exalogic node (80% query, 10% insert, and
10% update)
• 2.2 M order items created per hour
Test Results:
• 2x Response time for Call Center and Order
Management
• Exadata CPU usage decreased by half
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 39
How do we get to 2012-IP?
Public Sector/Health and
Human Services
All Other Industries
New Customers Installing Siebel 8.2.2.2 Installing Siebel
8.1.1.9
Existing Customers
7.x, 8.0
Upgrade to Siebel
8.2.2.2
Upgrade to Siebel
8.1.1.9
Existing Customers
8.1,8.2
Patch uptake of Siebel
8.2.2.2
Patch uptake of
Siebel 8.1.1.9
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 40
Siebel 2012-IP Useful links
Siebel SOD - 8.1.1.9-8.1.1.10/8.2.2.2-8.2.2.3 features
• MOS document ID: 549362.1 • Read the attached documents in the SOD
Repository Strategy for SEA to SIA
Technical Guidance for SEA to SIA Migration
FAQ for SEA to SIA Repositories
Siebel TOI’s available on Oracle University (Public)
• For all content listed by Release date: click here • Open UI functional Overview
• Open UI Deployment and Architecture
• Siebel Mobile Functional Overview
• Siebel Open UI Calendar Overview
• Siebel Repository Strategy – SEA to SIA Technical Overview
• Siebel 8.1.1.8+ : Using Oracle Universal Installer Technical Overview
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 41
Siebel 2012-IP Useful information and trivia
Siebel Pricing Update - Pricelist updated 12/20/2012 • New product ‘Siebel Mobile’ added to the pricelist
• Latest on pricing and migration available here: eSource
Customers/Partners downloaded 2012-IP since 12/12/2012 (Available in eDelivery and Customer Support for Download)
• 8.1.1.9 – 800+
• 8.2.2.2 – 60+
Customer Success and reference list High Level stories by month and year: Customer Success Stories
Siebel TOI’s for employee’s hosted by OU • All TOI’s for Siebel available here
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 42
Agenda
• Siebel Investment and Release
Plan
• Announcing 2012-IP
• Spring 2013 Release and IP-2013
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 43
Spring Release – 2013 8.1.1.10/8.2.2.3
Open UI • Customer Dashboard and Scheduling, Gantt
Chart Search, Reports Scheduling and
Parameterization, product catalog renderer
Mobile • Disconnected Mobile for Field Service and Field
Sales
• Disconnected Mobile –Life Sciences
Cross-Industry Solution • Advanced Scheduling with ORS Integration
• Datamodel for Social profiles – CI listening
solution
• OSES –Phase 3 integration
• Agent facing Siebel-Inquira integration
• Social Collaboration – Phase 1
• Siebel Media Marketing –Phase 1
UCM • EDQ Long Term Integration
• Child Survivorship, Child Cross referencing and
Hierarchy enhancements
• Multi Branding Support and Transaction
Manager
Communication • ATG – Commerce Solution
• Advanced Advanced Promotions
• AIA - Concept to Cash Enhancements
• AIA - Siebel Fleet Mgmt
• Response Action Framework
Utilities • Multi-Site Ordering for Utilities
T&T, Hospitality, Retail • Deeper Loyalty – 8.2.2 solution
• Complete Meeting Packages
Public Sector Social Services • Citizen Self-Service and Eligibility
• Hierarchical State Model
• Accessibility with Open UI
• Self-Service with OPA
• Siebel eService enhancements
Life Cycle Management • Incremental Repository Merge (IRM)
• IRM reports – Customer Repository different
• Advanced Diagnostics
• Oracle database - OCI connection pooling
Certifications • O/S – Windows 2012,
• HP/UX Itanium V3
• Windows 8 support for Siebel Remote
• Ongoing Exalogic/Exadata Support
• OVAB support for Siebel
• BI Publisher 11g certification
Customer Experience Industry Innovations TCO
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 44
Theme Customer Use Cases
Internal Social
Collaboration
• Leverage community expertise of internal resources to
• Convert leads to maximize revenue opportunities
• Resolve problems in a timely and efficient manner
• Facilitate rapid and relevant information sharing
Multi-Channel Campaign
Execution
• Create and execute campaigns across traditional and social channels in Siebel Marketing and Oracle
Social Marketing
• Associate Social Messages and Pages with Marketing Campaigns
• Capture Leads based on social interactions (e.g. share, like, re-tweets, comments)
Social Sharing through
Traditional Channels
• Enable social sharing from traditional channels such as email and web landing pages by inserting
social links such as FB, Twitter, G+1
Listen to Social
Conversations, Respond
and Act
• Monitor social networks to identify customer service issues and leads
• Instantly respond to social conversations and post to social for brand issues
• Initiate appropriate CRM action, where necessary (SR, lead creation) and rapidly resolve support
issues
Social Sentiment and ROI
Analysis
• Leverage social profile and sentiment enriched customer view in marketing segmentation, lead scoring
and cross-channel CX management
• Track revenue attribution by traditional and social channels
• Measure ROI across marketing channels (Traditional and Social)
Measure Customer Lifetime
Value
• Measure customer lifetime value that combines both transactional and social influence value
What We Are Hearing From Our Customers…
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 45
Siebel is Central to CX Strategy
Fusion DOO
RNOW – Self-Service
Oracle Social
Applications
Oracle Knowledge
Webcenter Sites ATG Commerce
Oracle Point of
Sale-Counter
Sales
Complete Solution for CRM Lifecycle
•Customer Hub for B2B and B2C
•Cross-Channel, Cross Device
•Extend Marketing, Sales, Service Apps
•Unique Employee Facing Applications
• Asset Lifecycle Management
• Advanced Service Lifecycle
Management (Warranty, Repair
Depot, etc)
Rich and Extensible
•Data Model
•Policy and Workflow Framework
•New Modern User Interface
Best of Breed Capabilities
•Native Support for Best of Breed
Functionality
•Integration to Leading Oracle and
Industry Solutions
Oracle Policy
Automation &
Scheduling
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 46
Siebel CX Integration Priorities for 2013
Product Family Target Product Main Objects Int Type
1 Siebel All OSN Sales, Service, Marketing Tech Note / Ref Code 2 Siebel OM ATG order mgmt Tech Note / Ref Code 3 Siebel Marketing Vitrue / Involver, CI Campaigns and Leads Tech Note / Ref Code 4 Siebel (Service/All) Collective Intellect (CI) Service Request Tech Note / Ref Code 5 Siebel All Endeca Search Product, Analytics Tech Note 6 Siebel OM Fusion DOO Order Tech Note / Ref Code 7 Siebel Service Oracle KM service request, self service Productized Integration 8 Siebel Marketing WC Sites Segmentation, Content, Sites Tech Note 9 Siebel Service RNOW Self-Service Tech Note
10 Siebel Field Service ORS (TUGBU) Field service, SR, Asset Productized Integration 11 Siebel Field Service RNOW Service Request Tech Note / Ref Code 12 Siebel (All) GIS Visualization Sales, Service, Marketing, OM, Public Sector/Case Tech Note 13 Siebel All Click to Call / Chat Integrate Siebel for Click to Call / Chat Tech Note 14 Siebel RTD Integration for Next Best Offer Tech Note / Ref Code 15 eBilling RNOW Bill / Payment for Service Profile Tech Note / Ref Code 16 Siebel Loyalty ATG Transact against loyalty points. Tech Note / Ref Code 17 OPA RNOW eligability determination Productized Integration 18 Siebel Service ATG CSC Integration Siebel Service with CSC Tech Note / Ref Code
19 Siebel OM RGBU POS Integrate Siebel Order with POS for call center to
store flow support Tech Note / Ref Code
Siebel CRM Social Integrations – Service example Short Term Solution
© Oracle Corporation 2011 – Proprietary and Confidential
Identify “Topic” details
in SEM requiring SR
support
SE
M A
gent
Sie
bel A
gent
Siebel OP App
Yes Add Social attributes to
existing contact profile
No
Review work and
Link to Social Post
for Additional
Context. Cut/Paste
to Siebel.
* Use Symbolic URL to Open New
Window with Social Content (Link to
Twitter)
Create
“Topic” in SEM
Community MGR
pushes list of items to
generate SR
Automatic Search for
Contact in Siebel.
• SEM ID
• SEM Direct URL
• Net Type
• Net Message Type
• Net Message ID
• Username
Found?
Create Contact with
Social Content
Create a SR and Link
Social Post ID /
Details to the SR
Use Assignment
Manager/Workflow to
Route to CC Agents
Need
More
Info?
Custo
mer
Social Application
Communication on
Social Channel
SEM Cloud App
Communication on
Social Channel
Communication on
Social Channel
Yes
Private Exchange
with Knowledge
Worker
Update SEM Status
to show complete.
Response API
Update Customer
From SEM
Close SR in Siebel
and route Completed
status data to SEM to
close loop.
No
SEM System Deep
Link to Original
Message.
(New Window)
SEM Direct URL
SEM ID
* Launches
window to
original post on
social site. Will
be blank if
social post was
deleted.
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 48
Social Media Listening, Response and Engagement Responding to Social Media Conversations
Check for
Existing
Contact
Check for
Existing Social
Profile
Manage New
Contact
Manage
Social Profile
Respond to
Customer on
Social Media
Directly
Resolve
Customer
Issue
First Name,
Last Name,
Cellular Phone #,
Work Phone,
Fax Phone,
email address
Author name,
Author link,
Community
All Lead Attributes
including
Campaign
Reference
Does not exist Does not exist
Siebel Social
Media Web-
Service
Method: Create
SR
Social Posts
Other Social
Interactions Oracle SRM
Create an SR
and Link
Social Post
Log an Activity
to Track
Response
Need Service
Request for
Resolution
No
Route
Through
AM/Workflow
Initiate Internal
Social
Collaboration
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 49
To ensure Oracle’s customers have clarity and are positive about
Oracle’s commitment to existing Applications
• Design business applications & business processes that
transform Customer Experience
• Provide specialized line-of-business applications and
transformative Industry Innovations
• Offer significant functional value with lower TCO on current
CRM solutions.
Summary
Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 50
Questions?
51 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Siebel 2012-IP Launch and Roadmap for 2013 Aaron Shidler, Vice President, Siebel and CRM On Demand Product Development
Uma Welingkar, Senior Director, Product Management