siebel crm strategy and roadmap ()
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Siebel CRM Strategy amp Roadmap
George Jacob Sonia Wadhwa Darshan Kumar October 2015
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Copyright copy 2015 Oracle andor 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 Oraclersquos products remains at the sole discretion of Oracle
Oracle Confidential ndash Restricted 3
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Program Agenda
Strategy
Roadmap Industry Applications
Roadmap Automation Agility
1
2
3
Oracle Confidential ndash Restricted 4
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 5
Siebel CRM Infographic
21 years delivering
the best-in-class CRM
19 Oracle Global Data Centers ndash Deploy OnPremise or Hosted Cloud
22 Languages in a single repository
Successful Siebel CRM Customers
6000+ worldwide
6 Oracle Cloud CX Suite integrations available
21 Industry specific applications
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 6
Siebel CRM customers are working with the latest release (81x82x)
89
SIEBEL CRM SUPPORT MATRIX
SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY
6x Jun lsquo05 Dec lsquo07 Indefinite Maintain
75x Dec lsquo08 NA NA EOL
77x Sep lsquo09 Sep lsquo12 Indefinite Maintain
78x May lsquo10 May lsquo13 Indefinite Maintain
80x Jan lsquo12 Jan lsquo15 Indefinite Maintain
81x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation
82x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 7
Sample Siebel CRM Success Stories for CX
Oracle Confidential ndash Restricted
Siebel amp Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions
Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service
Siebel amp Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud
Open UI Customer Portal Siebel CRM (IP2013) Financial Services Open UI eEvents Portal
Global Loyalty programme Siebel CRM Large (70m members)
Loyalty programme Oracle Cloud Hosted
(Admiral Club)
Siebel Communications Largest Telco in Australia Open UI B2B Sales platform Sophisticated Order Capture
and Bundling process
Open UI Siebel CRM (IP2014) Financial Services Large user base (30k)
Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management
Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcaregov
Siebel Loyalty Siebel CRM Large (32m members)
Loyalty programme Oracle Cloud Hosted
Siebel Financial Services Siebel CRM Incentive Compensation
Siebel Automotive Dealer Management System Automated Service amp
Logistics 1600 Dealer locations Large user base (20k)
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8
Sample Large Siebel Deployments
Oracle Confidential ndash Restricted
18000
24000 24000 25000 28000
33000
40000 40000
50000
54000
0
10000
20000
30000
40000
50000
60000
Users
Financial Services
Public Sector
Automotive
Life Sciences
Telco
High Tech
Retail
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Cloud Enabled
Oracle Confidential ndash Restricted 10
Managed Cloud Hybrid Cloud
Integrated Oracle CX Cloud solutions to augment Siebel CRM
Move your deployment to the cloud on the latest versions of Oracle software
Infrastructure Cloud
Leverage cloud infrastructure platforms with your Siebel CRM application
Roadmap
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle (Private Cloud) Partner (BPS)
Siebel Customers Deploying in the Cloud
Oracle Confidential ndash Restricted 11
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle CX Portfolio
12
The Automation Imperative
WEB CONTACT CENTER
SOCIAL MOBILE
FIELD SALES
FIELD SERVICE
STORE
IOT
COMMON MODERN USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
PLATFORM AS A SERVICE
Oracle Confidential ndash Restricted
SIEBEL CRM
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
From Here to Infinity The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency Analysis for instant evolution decision
making and automation of
information flows
Always available Local store and
Local decision making
True customer service differentiation enabled
by easy access to applications processes
and services
Data to Fuel the Services
Value From Services
Oracle Confidential ndash Restricted 13
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor 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 Oraclersquos products remains at the sole discretion of Oracle
Oracle Confidential ndash Restricted 3
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Program Agenda
Strategy
Roadmap Industry Applications
Roadmap Automation Agility
1
2
3
Oracle Confidential ndash Restricted 4
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 5
Siebel CRM Infographic
21 years delivering
the best-in-class CRM
19 Oracle Global Data Centers ndash Deploy OnPremise or Hosted Cloud
22 Languages in a single repository
Successful Siebel CRM Customers
6000+ worldwide
6 Oracle Cloud CX Suite integrations available
21 Industry specific applications
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 6
Siebel CRM customers are working with the latest release (81x82x)
89
SIEBEL CRM SUPPORT MATRIX
SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY
6x Jun lsquo05 Dec lsquo07 Indefinite Maintain
75x Dec lsquo08 NA NA EOL
77x Sep lsquo09 Sep lsquo12 Indefinite Maintain
78x May lsquo10 May lsquo13 Indefinite Maintain
80x Jan lsquo12 Jan lsquo15 Indefinite Maintain
81x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation
82x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 7
Sample Siebel CRM Success Stories for CX
Oracle Confidential ndash Restricted
Siebel amp Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions
Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service
Siebel amp Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud
Open UI Customer Portal Siebel CRM (IP2013) Financial Services Open UI eEvents Portal
Global Loyalty programme Siebel CRM Large (70m members)
Loyalty programme Oracle Cloud Hosted
(Admiral Club)
Siebel Communications Largest Telco in Australia Open UI B2B Sales platform Sophisticated Order Capture
and Bundling process
Open UI Siebel CRM (IP2014) Financial Services Large user base (30k)
Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management
Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcaregov
Siebel Loyalty Siebel CRM Large (32m members)
Loyalty programme Oracle Cloud Hosted
Siebel Financial Services Siebel CRM Incentive Compensation
Siebel Automotive Dealer Management System Automated Service amp
Logistics 1600 Dealer locations Large user base (20k)
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8
Sample Large Siebel Deployments
Oracle Confidential ndash Restricted
18000
24000 24000 25000 28000
33000
40000 40000
50000
54000
0
10000
20000
30000
40000
50000
60000
Users
Financial Services
Public Sector
Automotive
Life Sciences
Telco
High Tech
Retail
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Cloud Enabled
Oracle Confidential ndash Restricted 10
Managed Cloud Hybrid Cloud
Integrated Oracle CX Cloud solutions to augment Siebel CRM
Move your deployment to the cloud on the latest versions of Oracle software
Infrastructure Cloud
Leverage cloud infrastructure platforms with your Siebel CRM application
Roadmap
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle (Private Cloud) Partner (BPS)
Siebel Customers Deploying in the Cloud
Oracle Confidential ndash Restricted 11
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle CX Portfolio
12
The Automation Imperative
WEB CONTACT CENTER
SOCIAL MOBILE
FIELD SALES
FIELD SERVICE
STORE
IOT
COMMON MODERN USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
PLATFORM AS A SERVICE
Oracle Confidential ndash Restricted
SIEBEL CRM
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
From Here to Infinity The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency Analysis for instant evolution decision
making and automation of
information flows
Always available Local store and
Local decision making
True customer service differentiation enabled
by easy access to applications processes
and services
Data to Fuel the Services
Value From Services
Oracle Confidential ndash Restricted 13
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Program Agenda
Strategy
Roadmap Industry Applications
Roadmap Automation Agility
1
2
3
Oracle Confidential ndash Restricted 4
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 5
Siebel CRM Infographic
21 years delivering
the best-in-class CRM
19 Oracle Global Data Centers ndash Deploy OnPremise or Hosted Cloud
22 Languages in a single repository
Successful Siebel CRM Customers
6000+ worldwide
6 Oracle Cloud CX Suite integrations available
21 Industry specific applications
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 6
Siebel CRM customers are working with the latest release (81x82x)
89
SIEBEL CRM SUPPORT MATRIX
SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY
6x Jun lsquo05 Dec lsquo07 Indefinite Maintain
75x Dec lsquo08 NA NA EOL
77x Sep lsquo09 Sep lsquo12 Indefinite Maintain
78x May lsquo10 May lsquo13 Indefinite Maintain
80x Jan lsquo12 Jan lsquo15 Indefinite Maintain
81x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation
82x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 7
Sample Siebel CRM Success Stories for CX
Oracle Confidential ndash Restricted
Siebel amp Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions
Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service
Siebel amp Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud
Open UI Customer Portal Siebel CRM (IP2013) Financial Services Open UI eEvents Portal
Global Loyalty programme Siebel CRM Large (70m members)
Loyalty programme Oracle Cloud Hosted
(Admiral Club)
Siebel Communications Largest Telco in Australia Open UI B2B Sales platform Sophisticated Order Capture
and Bundling process
Open UI Siebel CRM (IP2014) Financial Services Large user base (30k)
Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management
Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcaregov
Siebel Loyalty Siebel CRM Large (32m members)
Loyalty programme Oracle Cloud Hosted
Siebel Financial Services Siebel CRM Incentive Compensation
Siebel Automotive Dealer Management System Automated Service amp
Logistics 1600 Dealer locations Large user base (20k)
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8
Sample Large Siebel Deployments
Oracle Confidential ndash Restricted
18000
24000 24000 25000 28000
33000
40000 40000
50000
54000
0
10000
20000
30000
40000
50000
60000
Users
Financial Services
Public Sector
Automotive
Life Sciences
Telco
High Tech
Retail
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Cloud Enabled
Oracle Confidential ndash Restricted 10
Managed Cloud Hybrid Cloud
Integrated Oracle CX Cloud solutions to augment Siebel CRM
Move your deployment to the cloud on the latest versions of Oracle software
Infrastructure Cloud
Leverage cloud infrastructure platforms with your Siebel CRM application
Roadmap
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle (Private Cloud) Partner (BPS)
Siebel Customers Deploying in the Cloud
Oracle Confidential ndash Restricted 11
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle CX Portfolio
12
The Automation Imperative
WEB CONTACT CENTER
SOCIAL MOBILE
FIELD SALES
FIELD SERVICE
STORE
IOT
COMMON MODERN USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
PLATFORM AS A SERVICE
Oracle Confidential ndash Restricted
SIEBEL CRM
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
From Here to Infinity The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency Analysis for instant evolution decision
making and automation of
information flows
Always available Local store and
Local decision making
True customer service differentiation enabled
by easy access to applications processes
and services
Data to Fuel the Services
Value From Services
Oracle Confidential ndash Restricted 13
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 5
Siebel CRM Infographic
21 years delivering
the best-in-class CRM
19 Oracle Global Data Centers ndash Deploy OnPremise or Hosted Cloud
22 Languages in a single repository
Successful Siebel CRM Customers
6000+ worldwide
6 Oracle Cloud CX Suite integrations available
21 Industry specific applications
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 6
Siebel CRM customers are working with the latest release (81x82x)
89
SIEBEL CRM SUPPORT MATRIX
SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY
6x Jun lsquo05 Dec lsquo07 Indefinite Maintain
75x Dec lsquo08 NA NA EOL
77x Sep lsquo09 Sep lsquo12 Indefinite Maintain
78x May lsquo10 May lsquo13 Indefinite Maintain
80x Jan lsquo12 Jan lsquo15 Indefinite Maintain
81x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation
82x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 7
Sample Siebel CRM Success Stories for CX
Oracle Confidential ndash Restricted
Siebel amp Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions
Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service
Siebel amp Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud
Open UI Customer Portal Siebel CRM (IP2013) Financial Services Open UI eEvents Portal
Global Loyalty programme Siebel CRM Large (70m members)
Loyalty programme Oracle Cloud Hosted
(Admiral Club)
Siebel Communications Largest Telco in Australia Open UI B2B Sales platform Sophisticated Order Capture
and Bundling process
Open UI Siebel CRM (IP2014) Financial Services Large user base (30k)
Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management
Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcaregov
Siebel Loyalty Siebel CRM Large (32m members)
Loyalty programme Oracle Cloud Hosted
Siebel Financial Services Siebel CRM Incentive Compensation
Siebel Automotive Dealer Management System Automated Service amp
Logistics 1600 Dealer locations Large user base (20k)
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8
Sample Large Siebel Deployments
Oracle Confidential ndash Restricted
18000
24000 24000 25000 28000
33000
40000 40000
50000
54000
0
10000
20000
30000
40000
50000
60000
Users
Financial Services
Public Sector
Automotive
Life Sciences
Telco
High Tech
Retail
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Cloud Enabled
Oracle Confidential ndash Restricted 10
Managed Cloud Hybrid Cloud
Integrated Oracle CX Cloud solutions to augment Siebel CRM
Move your deployment to the cloud on the latest versions of Oracle software
Infrastructure Cloud
Leverage cloud infrastructure platforms with your Siebel CRM application
Roadmap
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle (Private Cloud) Partner (BPS)
Siebel Customers Deploying in the Cloud
Oracle Confidential ndash Restricted 11
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle CX Portfolio
12
The Automation Imperative
WEB CONTACT CENTER
SOCIAL MOBILE
FIELD SALES
FIELD SERVICE
STORE
IOT
COMMON MODERN USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
PLATFORM AS A SERVICE
Oracle Confidential ndash Restricted
SIEBEL CRM
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
From Here to Infinity The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency Analysis for instant evolution decision
making and automation of
information flows
Always available Local store and
Local decision making
True customer service differentiation enabled
by easy access to applications processes
and services
Data to Fuel the Services
Value From Services
Oracle Confidential ndash Restricted 13
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 6
Siebel CRM customers are working with the latest release (81x82x)
89
SIEBEL CRM SUPPORT MATRIX
SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY
6x Jun lsquo05 Dec lsquo07 Indefinite Maintain
75x Dec lsquo08 NA NA EOL
77x Sep lsquo09 Sep lsquo12 Indefinite Maintain
78x May lsquo10 May lsquo13 Indefinite Maintain
80x Jan lsquo12 Jan lsquo15 Indefinite Maintain
81x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation
82x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 7
Sample Siebel CRM Success Stories for CX
Oracle Confidential ndash Restricted
Siebel amp Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions
Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service
Siebel amp Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud
Open UI Customer Portal Siebel CRM (IP2013) Financial Services Open UI eEvents Portal
Global Loyalty programme Siebel CRM Large (70m members)
Loyalty programme Oracle Cloud Hosted
(Admiral Club)
Siebel Communications Largest Telco in Australia Open UI B2B Sales platform Sophisticated Order Capture
and Bundling process
Open UI Siebel CRM (IP2014) Financial Services Large user base (30k)
Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management
Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcaregov
Siebel Loyalty Siebel CRM Large (32m members)
Loyalty programme Oracle Cloud Hosted
Siebel Financial Services Siebel CRM Incentive Compensation
Siebel Automotive Dealer Management System Automated Service amp
Logistics 1600 Dealer locations Large user base (20k)
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8
Sample Large Siebel Deployments
Oracle Confidential ndash Restricted
18000
24000 24000 25000 28000
33000
40000 40000
50000
54000
0
10000
20000
30000
40000
50000
60000
Users
Financial Services
Public Sector
Automotive
Life Sciences
Telco
High Tech
Retail
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Cloud Enabled
Oracle Confidential ndash Restricted 10
Managed Cloud Hybrid Cloud
Integrated Oracle CX Cloud solutions to augment Siebel CRM
Move your deployment to the cloud on the latest versions of Oracle software
Infrastructure Cloud
Leverage cloud infrastructure platforms with your Siebel CRM application
Roadmap
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle (Private Cloud) Partner (BPS)
Siebel Customers Deploying in the Cloud
Oracle Confidential ndash Restricted 11
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle CX Portfolio
12
The Automation Imperative
WEB CONTACT CENTER
SOCIAL MOBILE
FIELD SALES
FIELD SERVICE
STORE
IOT
COMMON MODERN USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
PLATFORM AS A SERVICE
Oracle Confidential ndash Restricted
SIEBEL CRM
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
From Here to Infinity The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency Analysis for instant evolution decision
making and automation of
information flows
Always available Local store and
Local decision making
True customer service differentiation enabled
by easy access to applications processes
and services
Data to Fuel the Services
Value From Services
Oracle Confidential ndash Restricted 13
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 7
Sample Siebel CRM Success Stories for CX
Oracle Confidential ndash Restricted
Siebel amp Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions
Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service
Siebel amp Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud
Open UI Customer Portal Siebel CRM (IP2013) Financial Services Open UI eEvents Portal
Global Loyalty programme Siebel CRM Large (70m members)
Loyalty programme Oracle Cloud Hosted
(Admiral Club)
Siebel Communications Largest Telco in Australia Open UI B2B Sales platform Sophisticated Order Capture
and Bundling process
Open UI Siebel CRM (IP2014) Financial Services Large user base (30k)
Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management
Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcaregov
Siebel Loyalty Siebel CRM Large (32m members)
Loyalty programme Oracle Cloud Hosted
Siebel Financial Services Siebel CRM Incentive Compensation
Siebel Automotive Dealer Management System Automated Service amp
Logistics 1600 Dealer locations Large user base (20k)
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8
Sample Large Siebel Deployments
Oracle Confidential ndash Restricted
18000
24000 24000 25000 28000
33000
40000 40000
50000
54000
0
10000
20000
30000
40000
50000
60000
Users
Financial Services
Public Sector
Automotive
Life Sciences
Telco
High Tech
Retail
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Cloud Enabled
Oracle Confidential ndash Restricted 10
Managed Cloud Hybrid Cloud
Integrated Oracle CX Cloud solutions to augment Siebel CRM
Move your deployment to the cloud on the latest versions of Oracle software
Infrastructure Cloud
Leverage cloud infrastructure platforms with your Siebel CRM application
Roadmap
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle (Private Cloud) Partner (BPS)
Siebel Customers Deploying in the Cloud
Oracle Confidential ndash Restricted 11
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle CX Portfolio
12
The Automation Imperative
WEB CONTACT CENTER
SOCIAL MOBILE
FIELD SALES
FIELD SERVICE
STORE
IOT
COMMON MODERN USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
PLATFORM AS A SERVICE
Oracle Confidential ndash Restricted
SIEBEL CRM
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
From Here to Infinity The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency Analysis for instant evolution decision
making and automation of
information flows
Always available Local store and
Local decision making
True customer service differentiation enabled
by easy access to applications processes
and services
Data to Fuel the Services
Value From Services
Oracle Confidential ndash Restricted 13
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8
Sample Large Siebel Deployments
Oracle Confidential ndash Restricted
18000
24000 24000 25000 28000
33000
40000 40000
50000
54000
0
10000
20000
30000
40000
50000
60000
Users
Financial Services
Public Sector
Automotive
Life Sciences
Telco
High Tech
Retail
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Cloud Enabled
Oracle Confidential ndash Restricted 10
Managed Cloud Hybrid Cloud
Integrated Oracle CX Cloud solutions to augment Siebel CRM
Move your deployment to the cloud on the latest versions of Oracle software
Infrastructure Cloud
Leverage cloud infrastructure platforms with your Siebel CRM application
Roadmap
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle (Private Cloud) Partner (BPS)
Siebel Customers Deploying in the Cloud
Oracle Confidential ndash Restricted 11
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle CX Portfolio
12
The Automation Imperative
WEB CONTACT CENTER
SOCIAL MOBILE
FIELD SALES
FIELD SERVICE
STORE
IOT
COMMON MODERN USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
PLATFORM AS A SERVICE
Oracle Confidential ndash Restricted
SIEBEL CRM
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
From Here to Infinity The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency Analysis for instant evolution decision
making and automation of
information flows
Always available Local store and
Local decision making
True customer service differentiation enabled
by easy access to applications processes
and services
Data to Fuel the Services
Value From Services
Oracle Confidential ndash Restricted 13
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Cloud Enabled
Oracle Confidential ndash Restricted 10
Managed Cloud Hybrid Cloud
Integrated Oracle CX Cloud solutions to augment Siebel CRM
Move your deployment to the cloud on the latest versions of Oracle software
Infrastructure Cloud
Leverage cloud infrastructure platforms with your Siebel CRM application
Roadmap
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle (Private Cloud) Partner (BPS)
Siebel Customers Deploying in the Cloud
Oracle Confidential ndash Restricted 11
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle CX Portfolio
12
The Automation Imperative
WEB CONTACT CENTER
SOCIAL MOBILE
FIELD SALES
FIELD SERVICE
STORE
IOT
COMMON MODERN USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
PLATFORM AS A SERVICE
Oracle Confidential ndash Restricted
SIEBEL CRM
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
From Here to Infinity The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency Analysis for instant evolution decision
making and automation of
information flows
Always available Local store and
Local decision making
True customer service differentiation enabled
by easy access to applications processes
and services
Data to Fuel the Services
Value From Services
Oracle Confidential ndash Restricted 13
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Cloud Enabled
Oracle Confidential ndash Restricted 10
Managed Cloud Hybrid Cloud
Integrated Oracle CX Cloud solutions to augment Siebel CRM
Move your deployment to the cloud on the latest versions of Oracle software
Infrastructure Cloud
Leverage cloud infrastructure platforms with your Siebel CRM application
Roadmap
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle (Private Cloud) Partner (BPS)
Siebel Customers Deploying in the Cloud
Oracle Confidential ndash Restricted 11
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle CX Portfolio
12
The Automation Imperative
WEB CONTACT CENTER
SOCIAL MOBILE
FIELD SALES
FIELD SERVICE
STORE
IOT
COMMON MODERN USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
PLATFORM AS A SERVICE
Oracle Confidential ndash Restricted
SIEBEL CRM
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
From Here to Infinity The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency Analysis for instant evolution decision
making and automation of
information flows
Always available Local store and
Local decision making
True customer service differentiation enabled
by easy access to applications processes
and services
Data to Fuel the Services
Value From Services
Oracle Confidential ndash Restricted 13
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle (Private Cloud) Partner (BPS)
Siebel Customers Deploying in the Cloud
Oracle Confidential ndash Restricted 11
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle CX Portfolio
12
The Automation Imperative
WEB CONTACT CENTER
SOCIAL MOBILE
FIELD SALES
FIELD SERVICE
STORE
IOT
COMMON MODERN USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
PLATFORM AS A SERVICE
Oracle Confidential ndash Restricted
SIEBEL CRM
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
From Here to Infinity The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency Analysis for instant evolution decision
making and automation of
information flows
Always available Local store and
Local decision making
True customer service differentiation enabled
by easy access to applications processes
and services
Data to Fuel the Services
Value From Services
Oracle Confidential ndash Restricted 13
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Oracle CX Portfolio
12
The Automation Imperative
WEB CONTACT CENTER
SOCIAL MOBILE
FIELD SALES
FIELD SERVICE
STORE
IOT
COMMON MODERN USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
PLATFORM AS A SERVICE
Oracle Confidential ndash Restricted
SIEBEL CRM
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
From Here to Infinity The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency Analysis for instant evolution decision
making and automation of
information flows
Always available Local store and
Local decision making
True customer service differentiation enabled
by easy access to applications processes
and services
Data to Fuel the Services
Value From Services
Oracle Confidential ndash Restricted 13
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
From Here to Infinity The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency Analysis for instant evolution decision
making and automation of
information flows
Always available Local store and
Local decision making
True customer service differentiation enabled
by easy access to applications processes
and services
Data to Fuel the Services
Value From Services
Oracle Confidential ndash Restricted 13
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14
Siebel Strategy Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready IoT Services amp Systems
20
11
-20
16
2014-2018
20
16
-20
22
+
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Applications Unlimited
Siebel CRM Roadmap ndash Endurance with Agility
15
2022+ 2015 2016 2019
Annual Innovation Packs (IPs) Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta) Agile Development
Run-Time Metrics Unstructured Data
Usability (Voice)
Agile Upgrades Open UI
Mobility Open UI - RWD
Real-Time Analytics
Mobile 20 Application Usage
Capture
2021 2020
IP2020
IP2021
0-12 months
Oracle Social Cloud
Oracle Sales Cloud Oracle Commerce
Oracle Integration Cloud Service (ICS)
Oracle Service Cloud Oracle Documents Cloud
Process Automation (Cross-Industry)
Machine Learning (Cross-industry)
Industry-specific Automation
Industry-specific Learning
Advance the integration of core Oracle Cloud solutions adoption of new Oracle Cloud disruptive technologies simplified with Oracle (ICS)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16
Oracle Applications Current Release and Roadmap Siebel CRM
bull Siebel CRM
Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile
applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected
mode bull Enhanced HTIM Partner portal with improved
customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical
Trials Increased Agility bull Developer preview of Siebel Composer ability to
configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface
bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time
bull Embedded EDQ and Data Governance Management Reporting for improved master data management
Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on
Windows amp Android bull Enhanced modern customer experience for self-service customer and
partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-
Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user
decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling
Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using
workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services
Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open
UI framework delivers superior user experience for mobile applications
bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard
bull Public Sector disconnected mobile application for Case Workers
Industry Innovation bull Enhancements to Siebel Communications to increase
productivity in the Contact Center bull Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness bull Financial Services disconnected mobile application
integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication
for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode
including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface
bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services
Current Release ndash IP 2015 Q2 CY15
Whatrsquos Next 0-12 month planning cycle
Future Directions 0-24 month planning cycle
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Industry Applications Innovation
17
Energy
Consumer Goods
Commrsquos
Financial Services
Chemicals
Aerospace amp Defense
Automotive Eng amp Const High Tech Industrial Mfg
Insurance amp Health
Life Sciences
Logistics
Media amp Ent
Retail amp Hospitality
Oil amp Gas
Public Sector
Travel amp Transp
Utilities
Wealth Mgmt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18
Communications Simplified Business Processes
bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time
Roadmap
bull Customer 360 Enhancements
bull Guided Navigation for Quotes and Orders
bull Partner Commerce
bull Parallel Configuration of service bundles in a promotion
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19
Financial Services
bull Home view based on dayrsquos top activities
bull 360deg Customer View with needs analysis
bull Account Origination
bull Rule Based Application Capture
bull Guided walkthrough of application process
Relationship Bankerrsquos Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Citizens
bull Improved service delivery enabling citizens to apply for the benefits
bull Navigate complex rules
bull Responsive web design
bull Government Organizations
bull Absorb the complexity of constantly changing policy rules
bull Reduce burden on call centers
bull Ability to audit all decisions advices made
bull Application submissions with reduced errors amp missing information
20
Public Sector
Oracle Confidential ndash Restricted
Integration with OPA for rule based interviews
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21
Public Sector
bull View and Create Visits and Activities (List amp Map)
bull Collect Victim Witness and Offender Details
bull Collect Evidence ndash Images Recordings Assets
bull Search and Update Contacts
bull Document Cases for Court Police
Oracle Confidential ndash Restricted
Mobile Application for Case Worker
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Field Sales
25 Oracle Confidential ndash Restricted
bull Search and access account amp contact details
bull Create and update accounts amp contacts
bull Add contacts and colleagues to accounts
bull View up-to-date customer profiles
Customer Profile Updates
bull Qualify and convert leads to opportunities
bull Promote opportunities through sales stages
bull Select products
bull Convert opportunities to quotes quotes to orders
bull Track orders
Closing Deals
bull Create account and opportunity tasks
bull Assign and follow-up on tasks with colleagues
bull Setup appointments with colleagues and contacts
Tracking Tasks to Completion
Disconnected Application for Sales
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26
Field Service
bull View Appointments and Create Visits (List amp Map)
bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures
bull Integrated with Part Tracker
bull Option to attach images recordings to the Service Request
Improved Field Service Mobile Application
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Enable users to schedule appointments on their own
bull Ability to select suitable slot
bull Automated allotment of skilled technician
bull Slots displayed based on availability of technicians
bull Optimization of schedules for technicians using Siebel Scheduler
bull Reduce workload on call centers
27
Customer Self-Service
Oracle Confidential ndash Restricted
Self Service Appointment Scheduling
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Automation Agility Roadmap
28 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull 60 of all Siebel Views response times are below 05 seconds in 153
bull 99 of all Siebel Views response times are below 1 second in 153
bull The tests cover 950 Siebel views across all Siebel applications
bull 2x better response time in IP2015 patch set 3 compared to IP2013
bull 19 improvement in IP2015 patch set 3 compared to IP2015
bull The Response Time (RT) gains higher with complexity
29
Open UI browser performance improvements
Oracle Confidential ndash Restricted
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
120 190 200
2720
5810
4710
6900
7920
9550 9870
99 of all Siebel Views under 1 second
lt 05 sec lt 10 sec
IP 2013 IP 2014 IP 20141 IP 2015 IP 20153
1056
924 871
628
509
Avg Response Time (ms)
Avg Response Time (ms)
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Analyze usage patterns and intelligently improve customer experience
bull Leverages inbuilt Siebel modules - runtime events and workflows
bull Fully configurable to meet customer needs
bull APIs exposed to the scripting interface to track within customized functionality
bull Optional Ability to import data into reporting tooldata for visual reporting
30
Application Usage Pattern
Capture end user patterns analyze amp adapt
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull HI applications always render in Open UI
bull Partner amp Customer applications redesigned for Open UI
bull Installationconfiguration simplified to remove HISI steps
bull Installed footprint reduced by 40
34
Open UI all the way
IP2016 renders all features using Open UI bull Statement of Direction IP2016
Client Platform Support
bull Siebel Certifications Download
bull Oracle Support Document
14998421 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Search - Plug and Play framework
bull Single field search
bull Search results in dockable pane
bull OSES and Find as OOTB adapters
bull Elastic adapter as sample script to showcase plug amp play capability
bull Type aheadAutosuggest based on indexed data
Oracle Confidential ndash Restricted 40
Redesigned Search on Open UI
Improved usability amp productivity
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Private amp Shared workspaces for configuration changes
bull Governance model for improved quality amp better control
bull Centrally managed for improved reliability amp security ndash No local database
bull Aligned with modern SDLC
bull Foundational building block for Siebel Composer
41
Siebel Tools with Workspaces
Centrally Managed Source Versioned amp Governed
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
bull Exposes Transactional Data and Repository Metadata
bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component
bull Stateless REST sessions with (User) Connection Pooling
Oracle Confidential ndash Restricted
RESTful Integration Interface
EAI OM
(SOAP) AOM AOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless SessionsConnection Pooling
Embedded Siebel Managed Standards based
42
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43
Siebel Composer
bull Runtime configuration preview amp
deployment
bull Drag and Drop UI Design
bull Multi user role development
bull Private and shared Workspaces for
developer isolation amp collaboration
WYSIWYG UI Development
Visual Design
Product
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product Innovations annually
Siebel and CX Cloud solutions are Complementary
Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM Online
Oracle Confidential ndash Restricted 45
youtubecomOracleSiebelCX
oraclecomsiebel
oraclecrm
blogsoraclecomsiebelopenui
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Time Session Description Notes
1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session
1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank
1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy
1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy
1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation
1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank
1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)
1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink
1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal
1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo
1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys
1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal
1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI
1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)
46
Siebel CRM Sessions
Oracle Confidential ndash Restricted
MO
N
TUE
WED
TH
U
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
Copyright copy 2015 Oracle andor its affiliates All rights reserved |
Siebel CRM CX strategy solution information feature videos etc
ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml
Oracle Customer and Partner Success Stories (including Siebel CRM)
ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel
bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)
ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932
49
Siebel CRM Resources
Oracle Confidential ndash Restricted
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