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Siebel CRM Strategy and Roadmap
1.
1 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Siebel 2013 Spring Release and Roadmap Uma Welingkar, Senior Director, Product Management Raj Aggarwal, Senior Principal Product Manager, Siebel Product Management
2.
2 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. 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
3.
3 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. • Siebel Overview • 2012-IP Recap • Announcing Spring 2013 Release • Fall 2013-IP Release Agenda
4.
4 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. • 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 Today Comprehensive, Configurable, Industry Specific
5.
5 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Customer Experience CRM Siebel Customer Solution Opportunities 1. Innovation • Rich CRM Data Model • Rich CRM Feature Set • New and Innovative User Experience 2. Augmentation • SRM for Socializing Siebel • ATG/Content for Siebel eCommerce • Inquira for making Siebel more knowledgeable 3. Migration • Fusion for SFA / Customer Master • RNOW for Cloud Service • ATG for Self-Service Commerce • Eloqua for Cloud Marketing
6.
6 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Siebel CRM 8.x Momentum Customers Working With Siebel CRM 8.x
7.
7 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Siebel Highlights Recognized Brands • ~20 year history of delivering best-in-class CRM solutions • Thousands of customers and millions of users • Dedicated team of product development resources with 10,000+ years of CRM experience • 6 Releases delivered since Oracle acquisition • 39 new products and 526 new features since Oracle acquisition • Over 73% of customers on the latest live 8.1/8.2 releases • Active Global CRM Strategy Council represented by 50 companies across the globe in all industries 24,000+ Users 28,000+ Users 6,000+ Users 8,000+ Users 54,000+ Users 24,000+ Users 30,000+ Users 11,000+ Users
8.
8 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. A Sample of Siebel Customers HTIMAHTIMA Communications Life Sciences CG / RetailPublic Sector FINS
9.
9 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Siebel CRM Investment Strategy Continued Innovations every year 2013 2014 2015 2016 20182017 2019 2014-IP Siebel 8.3 Siebel 8.1.1.10 Siebel 8.2.2.3 Siebel 8.1/8.2 FP 2015-IP Siebel 8.3 IP 2016-IP Siebel 8.3 IP Siebel 8.3 FP Siebel 8.3 FP 2017-IP Siebel 8.4 2018-IP Siebel 8.4 IP Siebel 8.3 FP Siebel 8.4 FP Siebel 8.1.1.9 Siebel 8.2.2.2 2013-IP Siebel 8.1/8.2 IP Siebel 8.4 FP
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 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
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 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 smart phones • Industry flows and process extended by partners and customers • Native device integration – click to call, email, camera , GPS and more • Optimized Mobile Solution Siebel Mobile Solutions • Any browser, any devise support for enhanced user experience and productivity • Supports latest Web innovations including device driven layouts, intuitive navigation, touch optimization • Extendable framework – platform for customers and partners to innovate • Improved User Experience Siebel Open UI Framework 2012-IP
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 solutions Cross 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 flows Process 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 rep Simplified Flows : Product Config, Calendar, MVG’s and more 2012-IP
14.
14 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Siebel 2012-IP Useful information and recap Siebel 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 Assistant Customers/Partners that have active SR#’s against 8.1.1.9/8.2.2.2 • 200+ unique customers actively logging SR#’s against 8.1.1.9/8.2.2.2 UX-Direct Website is Live! • UX-Direct Site • Applications User Experience:Usable Apps Open UI Course Description posted on OU • Open UI Training Sign Up Siebel TOI’s available on Oracle University (Public) • For all content listed by Release date: click here 2012-IP
15.
15 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Rich Partner Eco-System Partners engaged with Open UI Sample System Integrators Partner Validated Solutions
16.
16 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Relationship Manager’s Landing page on iPad by Cognizant for FINS Order Capture for Telecom 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
17.
17 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved.
18.
18 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved.
19.
19 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved.
20.
20 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved.
21.
21 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved.
22.
22 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved.
23.
23 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved.
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24 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved.
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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
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26 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Provide customer value with added innovations at lower, more predictable costs Goals Capabilities Customer Experience Industry Innovation Lower TCO Spring Release – 2013 Innovation Focus Themes
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27 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Release Highlights Customer 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 Marketing UCM • EDQ Long Term Integration, Child Survivorship, Child Cross referencing and Hierarchy enhancements and Multi Branding Support and Transaction Manager Industry Solutions CMU • ATG – Commerce Solution • Advanced Promotions , Response Action Framework • AIA - Concept to Cash Enhancements, AIA - Siebel Fleet Mgmt • 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 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 certification Siebel CRM Spring 2013 -8.1.1.10/8.2.2.3 Fall-2012-8.1.1.9/8.2.2.2 • 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 • 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 Spring -2013
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28 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Customer Experience – Usability and Mobility
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29 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Customer Experience – Usability Reports 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 • 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. Dynamic reports menu in Open UI Directly open reports from notification list Spring -2013 Latest information on the Reports forum post: http://myforums.oracle.com/jive3/forum.jspa?forumID=3178
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30 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Customer Experience – Usability Search Solution Overview: Intuitive user interface for Open UI for Search. Designed for use on 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 • Asynchronous indexing and support for both FTP and HTTP indexing Why It Matters: Ability to search and find results through a single simplified search menu providing a seem less single UI solution across all controls like CTI, Search, Reports etc Single Search Box with rest of the Menu items Spring -2013 Dynamic Search Results displayed on the same screen
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2013, Oracle and/or its affiliates. All rights reserved. User Experience – Usability Customer Dashboard Persistent & Quick access to customer information through the lifecycle of the call Click to Call from Form Applet Solution Overview: Intuitive user interface for Customer Dashboard – single user interface across the entire application Key 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 • Email-F9 capability with attachment and template support • Notifications with color coding and read/unread options and details with hover Why it Matters: Lower deployment costs , easy integration with 3rd party vendor solutions Spring -2013
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32 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Customer Experience - Usability Web Commerce for Siebel Solution 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 Commerce Why 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 Spring -2013
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2013, Oracle and/or its affiliates. All rights reserved. Solution Overview: Improved customer campaigns by delivering 1:1 Personalized Message and Offers to customers. Extend and enable customers to share offers and content on 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. Why it Matters: • Improved targeting response rate and conversion and customer satisfaction, extending to social channels maximizes offer penetration and social presence Every Customer is Unique Then why your emails look the same? Customer Experience - Usability Marketing Campaigns Spring -2013
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2013, Oracle and/or its affiliates. All rights reserved. Customer Experience - Usability Loyalty 8.2.2 - Backported to 8.1.1.10 Spring -2013 Loyalty 1:1 Business User Empowerment Industry Best Practices Enhanced Accrual Process • Process & Data Model Enhancement • Enhanced Accrual Web services Enhanced Redemption Process • Enhanced redemption web service • Recurring Awards Enhanced Promotions Framework • Promotion Designer • Eligibility Promotions • Transient Variables • Calendar Attributes • Hierarchical Rule Authoring • Theme Based Promotions • Rule Library • Advanced Search • Formula Support Enhanced Reward Capabilities • Dynamic Vouchers • Advanced Voucher Actions • Future Dated Vouchers Enhanced Loyalty Engine • User-Defined Engine Parameterization • Enhanced Processing Log • Advanced Transaction Simulation • Custom Transactions Support Enhanced Member Administration • Bulk Promotion Enrollment • Enhanced Member Search Enhanced Usability • New UI for Partnership Management • New UI for Loyalty Product Management
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35 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Customer Experience – Usability Customer Care: Improved Employee, Customer and Partner Knowledge Solution 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 escalations Why it matters : Customers today expect superior customer experience across any of the channels they interact on Spring -2013
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2013, Oracle and/or its affiliates. All rights reserved. Customer Experience – Usability Customer Care: Advanced Scheduling Solution 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 seamlessly Why It Matters: Superior customer experience by providing on- time service appointments and helping manage customer expectations Risk Mitigation Design • Coexistence of both Siebel Scheduler and ORS • Existing customers can phase in ORS Spring -2013
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38 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Customer Experience – Mobility Functional Changes Spring -2013 Basic 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 Smartphone Device/App Integration • Customers can use the camera to capture a picture or video and attach it to the calls/accounts/contacts Specialized Logic • Allows users to create or view attachments attach new documents to the calls/contacts/accounts
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2013, Oracle and/or its affiliates. All rights reserved. Key Considerations • Maintain device and OS independence • Continue to leverage Siebel configuration and Meta-data • Client side enhancements to manage state in disconnected mode • Server side enhancements to support richer meta-data needs of client • Full set of Sync Process - Incremental, Full, Object level • Server and Client side enhancements to support incremental sync • Total Cost of Ownership (TCO) and Deployment Customer Experience – Mobility Disconnected Capability Txn Sync Wrapper Data Generation Wrapper Sync API DM Txn Tables Disconnected Mobile Siebel Server with Remote and HH enabled Summer -2013
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2013, Oracle and/or its affiliates. All rights reserved. Customer Experience – Mobility Empowering Field Service Technician Basic 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 – Disconnected Summer -2013
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41 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Customer Experience – Mobility Empowering Pharmaceutical Sales Rep Basic Operations • Plan, Schedule and Execute Calls, Drop Samples, Detail Products and Capture Signature Device/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 Summer -2013
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42 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Customer Experience – Mobility Empowering Field Service Technician Basic Operations • Support Solutions, Asset Hierarchy, Customer Survey, View peer truck stock • Support Leads, Timesheets, Quotes, Contracts and Expense 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
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44 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Customer Experience – Social
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45 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Customer Experience - Social Integration to Oracle Social Relationship Management (SRM) Solution Overview: Basic Siebel CRM social media integration framework for integration with Oracle Social Engagement & Monitoring and 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 unified Desktop interface for improved interaction • Monitoring consumer trends allows for cross-sell and up-sell of products through call center and self-service channels • Monitor sentiments and react directly through the social channels 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. Contact Social Profiles enhance customers 360° view Service Request creation from social media posts in Oracle SEM Contact Social Profile Interactions Contact Social Profiles Social Profile Attributes Spring -2013
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46 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Customer Experience - Social Integration to Oracle Social Marketing Solution 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 effectiveness Key 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 Spring -2013
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47 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Industry Innovations
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48 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Enhanced Application Intake, Contact Matching and Application Review Processing Modern Citizen Portal with More Self- Service Options PS State Model, Updates for Latest OPA Connector and New Effective Dating Features (including Future Dating and Effective Date Status) • 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 • Refined effective dating capabilities to manage different change of circumstances situations • 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. Industry Innovation Integrated Cross-Channel Case Management for Public Sector Spring -2013
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2013, Oracle and/or its affiliates. All rights reserved. Industry Innovation Commerce Automation using Response Action Framework Solution Overview: Enable service providers to create personalized 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 on customers’ installed assets and automate offer 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 order Why It Matters: Enhances business agility by simplifying the offer to order process for non-assisted interactions and improving developer productivity and application maintainability. Create Personalized Actionable Offers Declarative framework to automate offer execution Spring -2013
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2013, Oracle and/or its affiliates. All rights reserved. Industry Innovation Complete Meeting Packages for Hospitality Solution Overview: Provide enhanced sales and event management capabilities for effectively managing complete meeting packages Key Capabilities: Support the bundling of function spaces, sleeping rooms, catering, audio/visual and other event order items into a single meeting package • Per person prices to simplify quoting to customers • Revenue allocationed by revenue categories for detailed accounting and tracking • Enhanced pricing capabilities to support modifications to the package price during negotiations • Comprehensive pro-forma report to provide a complete picture of the event Why 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 budgets. Meeting Package Room BlocksFunctions Non-Function Line Items Function Line Items Room Block Line Items Enhanced quote management capabilities to provide for easy meeting package detailing Revenue Allocations, Pro-Forma Report, Non-function line items, Package Restrictions and Effective Dates Packaged group offerings to meet the complete needs of event planners Spring -2013
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2013, Oracle and/or its affiliates. All rights reserved. Industry Innovation Billing and Product Management for Utilities Solution 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 office Key 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 recipients • Central Repository of Bank information Why It Matters: Utilities benefit from lower TCO, lower risk, and faster deployment with pre-build integration while enabling best practice processes to ensure superior Customer Experience Synchronize Product Submit Order Create CustomerOutbound Outbound Inbound Order Management Process Update Customer Outbound Inbound Oracle Siebel for Utilities Oracle Utilities Customer Care and Billing Spring -2013
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2013, Oracle and/or its affiliates. All rights reserved. TCO
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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 Sol 10,11/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 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 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, 7.1 Lower TCO Platform Support Spring -2013
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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 process Dump of activity just prior to process failure Crash.txt file content for the selected failed process Lower TCO Diagnostics Operational Excellence • Identify slow running SQL • Single Siebel Admin view providing diagnostic view of the 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 Key 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 Spring -2013
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2013, Oracle and/or its affiliates. All rights reserved. How do we get to Spring Release-2013? Public Sector/Health and Human Services All Other Industries New Customers Installing Siebel 8.2.2.3 Installing Siebel 8.1.1.10 Existing Customers 7.x, 8.0 Upgrade to Siebel 8.2.2.3 Upgrade to Siebel 8.1.1.10 Existing Customers 8.1*,8.2* Uptake Siebel 8.2.2.3 with Incremental Repository Merge(IRM) Uptake Siebel 8.1.1.10 with Incremental Repository Merge(IRM)
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2013, Oracle and/or its affiliates. All rights reserved. Lower TCO Incremental Repository Merge(IRM) Spring -2013 Solution Overview: Provide a wizard in Siebel Tools to deploy and import the innovation packs. IRM is mandatory to install innovation packs Key Capabilities: • With 8.1.1.10/8.2.2.2 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
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57 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Lower TCO Incremental Repository Merge(IRM) Spring -2013 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 report Report 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
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58 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Lower TCO Incremental Repository Merge(IRM) Spring -2013 Workflow/Task Visual Compare Tool • 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 ObjectsSelected. • 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.
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59 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Spring 2013 Release and Summer 2013 - Disconnected Mobility Useful information and trivia Siebel 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: eSource 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 Siebel Mobile Disconnected (Summer Release -2013- Beta Program) • Beta program for disconnected starts April’ 2013
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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
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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 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
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62 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Siebel Roadmap – Fall 2013 Release • Cross-channel commerce, loyalty and marketing experience with Siebel –ATG, WC Sites and Social integration • Field Service enhancements optimized for Smartphones and tablets • Improved service experience with integrated Oracle Knowledge and social interactions – Phase 2 • Intelligent offer presentment and execution with Next Best Action (Siebel-RTD integration) • eService enhancements • Social Collaboration with Siebel • Social Marketing enhancements – Phase 2 • Banker’s desktop for Financial Services, Corporate banking for tablets • 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 • Public Sector eService enhancements using Open UI • Performance improvements using in memory database for caching • Runtime configuration for Siebel Tools Extensibility • Simplified Install process • Server Management Dashboard and Views using Open UI • Enterprise Management user console for configuration, monitoring and diagnostics • Exadata/Exalogic uptake across industry solutions • Continued Certifications • Security Enhancements Customer Experience Industry Innovations TCO
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63 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Siebel CX Integrations Already Delivered Oracle Solution Integration Description Integration Type Release Delivered Status Oracle Real-Time Scheduling • Advanced Scheduling for Field Sales/Service •Productized Integration •8.1 / 8.2 •Complete ATG Commerce • Cross Channel OM for Web Commerce (Cross Industry) •Tech Note & Reference Code •8.1 / 8.2 •Complete Oracle Knowledge Management • Integrated Contextual Knowledge for Contact center and Self-Service •Productized Integration •8.1 / 8.2 •Complete RNOW • OPA for RNOW Service •Tech Note & Reference Code •8.1 / 8.2 •Complete Siebel OM to RGBU POS • POS for Siebel Customers •Tech Note & Reference Code •8.1 / 8.2 •Complete Oracle Policy Automation •Policy Automation for Siebel (OPA & Siebel) •Productized Integration •8.1 / 8.2 •Complete Real-Time Decisioning •RTD/Next Best Action and Siebel (Siebel & RTD) •Productized Integration •8.1 / 8.2 •Complete EBS •Order to Cash for Siebel (Siebel & eBS) •Product and Customer Master for Siebel (Siebel & eBS) •Productized Integration •8.1 / 8.2 •Complete OSM •Service Provisioning in Service Industry and Siebel (Siebel & OSM) •Productized Integration •8.1 / 8.2 •Complete Communications Billing •Agent Assisted Billing Care in Communications Industry for Siebel •Productized Integration •8.1 / 8.2 •Complete Utilities Billing • Order to Bill integration in Deregulated Utilities for Siebel •Productized Integration •8.1 / 8.2 •Complete Transportation Quoting •Transportation Quoting & Fleet Management for Siebel •Productized Integration •8.1 / 8.2 •Complete Available Now
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2013, Oracle and/or its affiliates. All rights reserved. Siebel CX Integrations Planned and Underway Oracle Solution Integration Description Integration Type Family Priority Planned Release Status Oracle Social Network • Cross team Social Collaboration for CRM •Tech Note & Reference Code •2013 – 1 •IP2013 •In Progress ATG Commerce •Cross Channel OM for Web Commerce (Industry) •Loyalty for Web Commerce •Tech Note & Reference Code •Tech Note & Reference Code •2013 – 2 •IP2013 •In Progress Social Relationship Management • Personalized marketing campaigns on social channels • Listen and Respond in social channels for service •Tech Note & Reference Code •Tech Note & Reference Code •2013 – 3 •2013 – 4 •8.1.1.10 •8.1.1.10 •In Progress •In Progress Distributed Order Orchestration • Orchestrating demand capture for Siebel Commerce •Tech Note & Reference Code •2013 – 6 •8.1.1.10 •Complete WC Sites • Personalized marketing content delivery for Siebel •TBD •2013 – 8 •IP14 •In Progress RNOW •Empowering Customer Self-Service for Siebel • Enhanced on-line billing(eBilling) for RNOW Service •Tech Note & Reference Code •Tech Note & Reference Code •2013 – 9 •2013 – 10 •2013 – 12 •IP2013/14 •IP2013/14 •IP2013 •In Progress •In Progress •In Progress Real Time Decisions • Next best action and recommendations for Siebel •Tech Note & Reference Code •2013 – 11 •IP 2013 •In Progress Geo-Spatial • Geo Spatial Visualization for Siebel •Tech Note •2013 – 14 •IP 2013 •In Progress Click to Call / Chat • Integrated Click to Call / Chat for Siebel •Tech Note •2013 – 15 •IP2013 •In Progress Planned
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65 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Summary Siebel 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 and Windows 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 and multi-site ordering for Utilities – Improved citizen experience and case processing , appeals Management, Case State and Temporal Event Management 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
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66 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Upcoming Product Direct Sessions Date/Time Session Title Presenter March 13, 8:30AM PDT Siebel-ORS integration for Field Service Mudit Maheshwari / Calvin Tu / Peter Broughton March 20, 8:30AM PDT Siebel Customer Experience Update Uma Welingkar / Joe Blau April 3, 8:30AM PDT Siebel Reference Showcase Scott Eggleston / Allison Woolsey April 17, 8:30AM PDT CRM Industry Update David Fan May 1, 8:30AM PDT Siebel Industry Solution Demo - Open UI – Partners David Fan / Industry Team May 15, 8:30AM PDT CRM On Demand Reference Showcase Scott Eggleston / Allison Woolsey June 5, 8:30AM PDT CRMOD Mobility - Hosted iSales Raj Aggarwal / Joe Blau June 19, 8:30AM PDT Siebel IP13 - What's coming in 2H 2013 Aaron Shidler
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67 Copyright ©
2013, Oracle and/or its affiliates. All rights reserved. Questions?