2.roadmap siebel
TRANSCRIPT
1 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
2 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Siebel CRM Strategy and Roadmap
Mark Farrier – Director, Siebel Product Management
3 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Safe Harbor Statement
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.
4 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Agenda
Siebel CRM Roadmap
Siebel CRM Strategy
Phased and Zero Downtime Application Upgrade
Siebel Open UI
5 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Siebel CRM Strategy
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Siebel CRM Overview Since AU Announcement in 2006…
2500 New Siebel Features
36 New Products
9 Industry-specific Solutions for CRM
4 Siebel CRM Releases
Plus Several Major Acquisitions:
Haley Oracle Policy Automation (OPA)
E-Docs Oracle Self Service e-Billing
ATG Web Commerce & Live Help
InQuira Knowledge Management
7 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Siebel CRM 8.2 Release Summary
• Siebel 8.0 (2007)
• Siebel 8.1 (2008)
• Siebel 8.1.1 (2009)
• Siebel 8.2 (2010)
Deep Industry • Public Sector Social Services
• Oracle Policy Automation – Cross Industry
• Deeper Loyalty for Travel & Transportation and Retail
• CRM Offline Client for Life Sciences
• Personal Content Delivery for Life Sciences
• Financial Services Order Management
• Communications Order to Activate AIA
• High Tech Service Transformation
• Enhanced B2C and B2B Telecom EBPP & Analytics
Continued
Innovation
• Mobile Sales
• Customer Hub (UCM) – Enterprise Governance Manager
• CRM Desktop
• Open UI
Enterprise-Grade
CRM
• Integrated CRM for Incentive Compensation
• Deeper Support for Data Quality & Governance
• Optimized Order Mgmt
• Process-Driven CRM (Task Based UI/Workflow)
• High Availability Upgrade/GoldenGate
• CRM On Demand Integration – Hybrid Implementations
• 4 Releases Since Acquisition
• 36 New Products
• 469 New Enhancements
• 9 Industry-Specific Solutions
8 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Siebel CRM 8.x Momentum
Customers Working With Siebel CRM 8.x
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Siebel CRM Investment Strategy Deliver Timely Additive Solutions Value That Are Easy to Adopt
STRATEGY
• Add Innovations in 8.1.x and
8.2.x releases
• Annual Innovation Packs
• 3 Fix Packs per year
• ~3 Year Major Release Cycle
OBJECTIVES
• Continue Delivery of Value
Add Innovations
• Provide Innovations More
Frequently
• Adopt Innovations without
Upgrading
8.1 IP 8.2 IP 8.2.2 8.2 IP 8.1 IP 8.x 8.1 IP
10 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Siebel CRM Investment Strategy
LOWER TCO
SOCIAL SIMPLICITY MOBILITY
INDUSTRY
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Siebel CRM Roadmap
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Simplicity Browser Independence
Great User Experience on any
Browser
Smart, efficient, with a modern
look and feel
Major Functionality
Standards based, open next
generation browser client for
desktop and tablets
Highly optimized usability and
productivity
Easy to deploy and maintain
13 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Simplicity Enhanced Task Flows with TBUI
Easy to use, flexible development
process
Drag and drop designer enables
rapid process and task change
Provides declarative framework
for defining tasks and processes
Minimizes scripting
Data not committed until task is
complete
14 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Voice Plans
Data Plans
Text Plans
Simplicity Key Commerce task flows powered by ATG
Core
New Order
Advanced
Modify Order
Promotion Upgrade/Downgrade
Product Launch/Introduction
15 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Mobility Desktop Solution
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
Embed CRM data in desktop applications
Unified calendar, tasks, and contacts
Offline access to CRM data
Enforce business rules for data entry
Increase User Adoption
Minimize training costs
16 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Social Empowering Agents with Knowledge and Social Communities
Siebel CRM
Create SRs, Solutions, Leads
Tracks response
Holds complete customer profile
Oracle InQuira
Integrated Knowledge Mgmt with in-context
search
Agent-Agent Forums and Collaboration
Managed Customer communities
Social Platform
Monitors social media
Identifies relevant posts
Provides analysis dashboards
Invoking the search automatically
populates the query from the
Summary/Title of the case
The agent can now select any
number of answers and click
add them to the case.
Embedded view in Siebel, activity
(reply to post) captured in Buzzient,
and sent back into Siebel for creation.
17 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Social Maximize Brand Affinity and Engagement
Posting loyalty promotions to
social networking sites
directly from Siebel
Seamless and automated
distribution of Loyalty promotions
from Siebel to social networking
sites
Recurring loyalty member rewards
and recognition for sharing
promotions virally
Systematic tracking of loyalty
program members’ social behaviors
18 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Oracle CRM Product Roadmap
Siebel 8.1 Innovation Pack
• RTD/Next Best Action
• Enhanced Integration with Fusion Middleware
• Connected Mobile Sales
• MDM PIP’s 11.1
• Customer Hub Exa* Benchmark
Siebel 8.1 Innovation Pack
• Consumer Packaged Goods Quick Start
• Advanced Order Management for Telco
• Warranty Management
• AIA 2.5.1
• ORS Integration
• Customer Hub (UCM) 8.2
Siebel 8.2.2
• Public Sector Social Services
• Deeper Loyalty for T&T and Retail
• More Hospitality Event Operations
Siebel 8.2.2
• Financial Services (Bank in a Box)
• Public Sector
Siebel 8.1 Innovation Pack
• CEM / ATG Integration
• Disconnected Mobile Sales (iPad)
• Incremental Deployment
• Advanced Promotions for Telco
• Utilities Multi-Site Ordering
• Siebel DOO Integration
Siebel 8.1 Innovation Pack
• Open UI – Browser Independence
• Siebel-InQuira Integration
• Social Loyalty and Marketing
• Enhanced MDM Survivorship & X-Ref
• Enterprise Data Quality & Governance
19 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Oracle Database – the industry choice for Siebel Applications
Key Technologies Siebel 8.1.1 Siebel 8.2.2 Releases Collateral/Comments
Oracle Database 10g Release 2 CERTIFIED CERTIFIED
Oracle Database 11g Release 1 CERTIFIED CERTIFIED
Oracle Database 11g Release 2 CERTIFIED CERTIFIED Available on Database Machine
Siebel on Exadata
minimum release for 11gR2 is Siebel 8.0.0.9
A. Grid Computing & Maximum Availability Architecture
RAC/ClusterWare CERTIFIED CERTIFIED
Data Guard SUPPORTED* SUPPORTED*
Active Data Guard SUPPORTED* SUPPORTED* Configuring Oracle BI EE Server with Oracle Active Data Guard (Siebel BI)
Golden Gate CERTIFIED CERTIFIED Support Statement
Note 1112403.1
Maximum Availability Architecture (MAA) SUPPORTED* SUPPORTED* Siebel MAA Best Practices
Reducing Siebel Downtime with a Local Standby Database
In Memory Databases N/A N/A
Oracle Enterprise Linux CERTIFIED CERTIFIED
Oracle Virtual Server N/A CERTIFIED Oracle VM Template for Siebel CRM SIA
B. Managing Large & Unstructured Data (VLDB & ILM)
Partitioning SUPPORTED* SUPPORTED* Boost Siebel Performance and Scalability with Oracle Database 11g Partitioning
Oracle Partitioning for Siebel Applications
Advanced Compression SUPPORTED* SUPPORTED*
Oracle Spatial N/A N/A
Secure Enterprise Search N/A N/A
C. Business Intelligence
Oracle Warehouse Builder N/A N/A
Oracle OLAP N/A N/A
D. Change Management
Real Application Testing SUPPORTED* SUPPORTED*
Edition Based Redefinition N/A N/A
E. Security
Oracle Audit Vault N/A N/A
Oracle DB Vault SUPPORTED* CERTIFIED Oracle Database Vault for Siebel
Security policies
Transparent Data Encryption SUPPORTED* CERTIFIED TDE for Siebel Datasheet
Total Recall N/A N/A
F. Application Management
Enterprise Manager Packs CERTIFIED CERTIFIED Application Management Suite for Siebel Data Sheet
Application Management Suite for Siebel
Next Generation Siebel
Monitoring: A Real World Customer Experience
ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle Siebel Help Desk
CERTIFIED Not Applicable EVALUATION PLANNED
20 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Siebel Open UI
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The Changing Enterprise Client Platform
Optimized user experience
Deployment characteristics
Ability to flexibly integrate
Market Drivers
iPad; 68% Android;
27%
RIM; 5%
Tablet Market Share
iPad
Android
RIM
Internet Explorer 41,89%
Firefox; 27,49%
Chrome; 23,16%
Safari; 5,19%
Browser Market Share
Internet Explorer Firefox
Chrome Safari
Trends
Standards based browser apps
Native user experience / HTML5
Device and platform variety
JS Performance Improvement
22 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Siebel Open UI
Transforms Siebel deployments into a “open” platform
Extend Siebel’s powerful and mature business logic
using transparent and well understood technology
providing full transparency & extensibility.
Supports prebuilt features across desktops tablets and
smart phone devices with great device integration
23 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Siebel Open UI Browser Independence
Open next generation browser client for desktop and
mobile platforms.
Features
Smart, efficient UI, with a modern look and feel for
Desktop Browsers on any hardware platform
Mobile Browsers on any tablet or smart phone
Highly optimized usability & productivity across devices
Easy to deploy and maintain.
Standards Based
HTML 4.01, CSS level 2.1, JavaScript version 1.5 on desktop
HTML 5, CSS level 3.0 for mobile, (optional on desktop)
24 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
User Experience & Productivity:
Roadmap Unified notification
Data Preview
Real time data validation:
Autofill, spellcheck, masks
Special data types: email phone, etc
visual & audio indicators
“Applet Quick Link” navigation
Integrated search UI
Native bookmarking, zoom, tabbed browsing,
printing and print preview
Improved PIM integration
initiate emails or calls, enter contacts and
calendar events
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Mobile: Native look and feel
“Designed for Mobile”
Device driven rendering
Integration with native Phone, PIM,
location based integration
Multi-touch gesturing (mobile) and HTML5
Offline mode with synchronization (not v1)
26 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Navigation & Accessibility
Compliance
WCAG2.0 & section 508
WIA Aria for HTML 5 (Release TBD)
Less key strokes and clicks, same result.
efficient keyboard shortcuts
Navigation using drill in/out and keyboard
arrows
Real time validations
Designed for accessibility
native screen reader support
Accessible CSS for colors fonts borders
27 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Siebel Side by Side.
Siebel HI Client Siebel Open UI
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Deployment
Hosting and on-premise friendly
Secure: Data Execution Prevention
(DEP/NX) support
Deployable: True web based client
Auto-update: Simplified client code
patching:
High availability: server side patching
Provides separate desktop and mobile
URL’s and desktop and mobile licenses.
29 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Portal & Enterprise Integration
Portal/Portlet Friendly: Embed parts or all of an Siebel in portals
Embed other portlets in Siebel
WebCenter Integration prebuilt: Call Siebel context & Focus from Fusion
Return data using OOB integration.
SAML Authentication
30 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
ActiveX UI Architecture Open UI Architecture
HTML
Composition
Conditional
Rendering Layout
Siebel Web Templates
Styling
Style Sheets
Siebel Object
Manager
Custom
Browser
Scripts
Styling
Style Sheets
Layout
HTML
Composition
Conditional
Rendering
Siebel Web Templates
ActiveX Proxy
Siebel HI Client
JavaScript UI
Controls
JavaScript
Library
JQuery Library
JavaScript
Proxy
Siebel Open UI
Layout Data &
Data bindings
Dynamic: served by App /
Web Server
Client/Browser
Design time
Configurable Objects
Pre-compiled Objects
Customizations
Run time configurable
UI Objects
ActiveX UI Controls
Siebel Tools
Configuration
Custom
Browser
Scripts
Static: served by App /
Web Server
JavaScript
Extension API
31 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Extensibility
Develop using skills already in your
organization
Alternative to web services integration
Integrate enterprise data and mash-up’s
Object
Manager
Siebel Tools
Configuration
SRF
Customer
Data
Server: Business Process & Data
Generated
HTML
from
Siebel
Web
Templates
Siebel Open UI
Client: Open UI Rendering
Siebel JS Client (Siebel Metadata)
Customer
JS
Extension
Customer
CSS and JS
Control
Library
Siebel Open UI Extension
Siebel CSS and JS
Control Library
Customer Developed
Oracle Delivered
Customer Configurable
Oracle Delivered
32 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
UI migration options for Innovation
Pack 2012
– All modes can coexist in separate OM’s on same Server
Open UI Native Mode: (Integration, usability, accessibility) Tools configuration may change –with (OOB migration changes only)
For employee facing migrations, browser scripting refactors to JavaScript
New web templates, CSS, JavaScript
Open UI Migration Mode: (for HI application backward compatibility) Tools configuration, web templates and browser scripting remain unchanged
New CSS and JavaScript
Legacy Mode:
SI and HI mode remain the same, apply the fix pack as normal.
33 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Siebel Open UI
TCO/Deployment No complex deployment (ActiveX or Java)
Reduce FP’s and QF requirements
Dynamically update the server side client files.
Integration platforms Any browser that meets web standards
Leverage existing development skills
Fusion and other enterprise integration
Broad OS hardware and virtualization support
User experience. Productivity and ease by use of intuitive paradigm
Accessibility for employees partners and customers
Leading edge mobile device access.
34 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. 34 Copyright © 2011, Oracle and/or its affiliates. All rights
reserved.
Insert Information Protection Policy Classification from Slide 8
Siebel Fix Packs • Maintenance
2011 2012 2013
Siebel Fix Pack • Maintenance
Siebel 2012
Innovation Pack • Siebel Open UI 8.1/8.2
• Maintenance Siebel Fix Packs • Maintenance
Siebel Open UI Client Timeline: Preparation
Upgrade to latest Siebel 8.1 or above
Plan on Innovation Pack 2012 deployment
Review “Best Practices” Development Documentation for Open UI Support
Migration
Mobile and desktop licensing
35 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Phased Application
Upgrade
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Siebel Zero Downtime/Phased Upgrade
Using Oracle GoldenGate
• Deployed in one of three deployment models for Siebel Zero-Downtime Upgrades.
• Progressively more complex based on business requirements for risk tolerance, downtime, and desired method of migrating users to the new version of Siebel.
1) Uni-Directional - Allows for testing in advance & ensures transactional data integrity. No failback.
2) Active-Passive - Unidirectional replication, with passive bi-directional replication for failback after cutover.
3) Active-Active Phased Migrations - Bi-directional replication keeps both environments running in
parallel, allows phased migration. Requires conflict detection. Ris
k T
ole
rance
37 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Source
Siebel 7,8.x
Database
Target
Siebel 8.x
Database(s)
Siebel Zero Downtime Upgrade using Oracle GoldenGate Unidirectional
Siebel
Upgrade Logic
Source Siebel 6,7,8.x
Target Siebel 8.x
38 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Source
Siebel 7,8.x
Database
Target
Siebel 8.x
Database(s) Fallback
Siebel Zero Downtime Upgrade using Oracle GoldenGate Active-Passive
Siebel
Upgrade Logic
Siebel Downgrade Logic
Source Siebel 6,7,8.x
Target Siebel 8.x
39 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Source
Siebel 7,8.x
Database
Target
Siebel 8.x
Database(s) Bi-directional
Siebel Zero Downtime Upgrade using Oracle GoldenGate Active-Active
Siebel
Upgrade Logic
Siebel Downgrade Logic
Source Siebel 6,7,8.x
Target Siebel 8.x
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Siebel Zero Downtime Upgrade using Oracle GoldenGate Guiding Principles
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Siebel MAA
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Siebel CRM Industries
– Investment Highlights
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Communications, Media and Energy
Personalized Innovative
Offerings
INNOVATE
Consistent, personalized, and engaged customer relationship
ENGAGE
Improved service at lower cost
SIMPLIFY
44 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Public Sector
Handle Controls and Transitions Based on
Information from Parent/Child Business
Components
Enhanced State Model Framework Enables Status
Controls for Case, Benefit Plan, Benefit, Payment,
Order, and Service Plan.
Control Status Changes Across
Different Object Layers to Maintain
Consistent Case Management
Lifecycle
Siebel eService
Integration with OPA
Web Determinations
Hierarchical State
Model
Enhanced Effective
Dating Framework
45 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Retail
Consultative selling/ Line
busting
Actionable customer insight
Lists
Appointments Tasks Profile/Pref Wishlists
Analytics
Search
Customizations
Loyalty Social Checkout Offer/ Reco. Segmentation Interactions PLA
TF
OR
M
Emails
Catalogs
Knowledge Management
Linebuster
Products
Orders Interactions Cloud
Customers Appointments and Tasks
Siebel CRM Retail Systems
3rd Party Customer
Systems ERP Systems
Stores RE
PO
SIT
OR
Y
CH
AN
NE
L
Web Services/ REST APIs
Oracle Clienteling Solution– Conceptual Architecture
Connectors / Adapters
In-context recommendations
1:1 Contact management
Personalized offers and
contextual
recommendations
Quick campaigns
Wishlist management
Catalog/Shopping
Task Management
46 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.
Q&A
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