siebel openui launch and roadmap for 2013 · • banker’s desktop for financial services, retail...

1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Siebel OpenUI Launch and Roadmap for 2013 Ye Wei

Oracle China

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 2

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Safe Harbor Statement


• Siebel Investment and Release

Plan

• Announcing 2012-IP

• Spring 2013 Release and IP-2013

Agenda


Technology Innovation Is Exploding

The Rate Of Innovation Has Accelerated

Cloud Mobile Social Data


CRM has evolved, but the needs remain unchanged

CRM remains an instrumental and key part of any business. The expectations from the CRM

tools are being elevated: growing, and evolving faster than ever.

• Transactional view of CRM

• Limited communication among stakeholders

Past

• New technologies enhancing CRM such as: social media,

mobility, the cloud

• Opportunities exist for unifying the multi-channel consumer

experience

Present

• CRM will be instrumental in tying together the multi-channel consumer

experience

• Analytics will enable quick, well-informed decisions

• Marketing and sales need to be better aligned to drive efficiencies

Future

Future face of CRM will be to link all stakeholders and support great customer experiences


• Customer Experience

• Sales, Service and Marketing and Loyalty and

Customer Order Management under a single

platform

• Comprehensive, Usable, Mobile and Social

• Industry Innovations

• 21+ Industry specific capabilities and 21

languages supported in a single repository

• Industry specific enhancements and business

enablement delivered for 20 years

• TCO

• Scalable, Configurable, Upgradable

• Quicker go to market with new tooling

• Stack optimization with virtualization

Siebel CRM Comprehensive, Configurable, Industry Specific


Siebel CRM Investment Strategy Continued Innovations every year

8.1.1.9 FP

8.2.2.2 FP

2012 2013 2014 2015

8.1.1.x IP

8.2.2.x IP

8.1.1.x FP

8.2.2.x FP

8.3.0.x FP

8.1.1.x IP

8.2.2.x IP

8.1.1.x IP

8.2.2.x IP

8.3.0.0

IP-Premier Support Reset

8.3.0.x IP

Fix Pack delivery -1st Half of each year

Bug Fixes and Certifications

Annual Innovation Pack- 2nd Half of each year

Provide innovations/enhancements frequently


Siebel Roadmap

• Customer Experience • New employee and partner experience on any device,

channel and browser (Open UI)

• iPad and Android tablet apps for field sales and field

service

• Real-time rewards and recognition with high

performance loyalty engine

• Industry Innovation • Connected mobile for Consumer Goods (CG) and

Life Sciences (LS)

• Advanced process enforcement using hierarchical

state model for Public Sector

• Utilities Order-to-Bill customer and product integration

with CC&B (Customer Care and Billing)

• Lower TCO • Standardization on Oracle technology for Web

Services deployment, Reports (BI Publisher) and

Secure Enterprise Search

• EDQ integration for improved data quality

• Optimized marketing campaign performance

• Customer Experience • Cross-channel commerce, loyalty and marketing

experience with Siebel –ATG, WC Sites and Social

integration

• Improved service experience with integrated Oracle

Knowledge and social interactions

• Intelligent offer presentment and execution with Next

Best Action (Siebel-RTD integration)

• Industry Innovation • Banker’s desktop for Financial Services, Retail apps

for Communications (Siebel integrated PoS,

Clienteling), Disconnected mobile for CG & LS

• Advanced bundling, mobile commerce and multi-site

ordering for Communications and Utilities

• Improved citizen experience and case processing for

Public Sector

• Function space diary and Loyalty for Hospitality

• Lower TCO • Application life cycle management – development

(IRM), deployment, monitoring and diagnostics

• OPA integration for privacy and survivorship

• Concept-to-Cash integration for industries

• Customer Experience • Cross-channel sales and service experience with

Siebel- ATG, Retail and Endeca integration

• Extended 360 view of the customer with social

insights and integrated analytics

• Integrated portal experience for employee and

customer collaboration with integrated Oracle Social

Network (OSN)

• Industry Innovation • New mobile app for Retail Banking

• Enhanced integration between Trade Promotion

Management and Customer Order Management

• Appeals Management, Case State and Temporal

Event Management for Public Sector

• Remote monitoring and telematics integration for

Manufacturing and Service industries

• Lower TCO • Performance improvements using in memory

database for caching

• Integration with BPEL for business process innovation

• Enterprise Management user console for monitoring

2012 Innovations 2013 Innovations 8.3


Siebel CRM 8.x Momentum

Customers Working With Siebel CRM 8.x


A Sample of Siebel Customers

http://www.google.com/imgres?imgurl=http://theridgewoodblog.net/wp-content/uploads/2012/06/pnc-theridgewoodblog.net_.jpg&imgrefurl=http://theridgewoodblog.net/pnc-bank-special-promotion-earn-150/&usg=__8g4w9xH4NOY8nohI8bPtDHlcR_8=&h=406&w=896&sz=100&hl=en&start=1&zoom=1&tbnid=qdhgOFdf1adKGM:&tbnh=66&tbnw=146&ei=_stgUKmsC6ajiQLCqIDYDw&prev=/search?q=PNC+bank&hl=en&gbv=2&tbm=isch&itbs=1

http://www.google.com/imgres?imgurl=http://modernservantleader.com/wp-content/uploads/2012/01/Southwest-Airlines-logo.jpg&imgrefurl=http://modernservantleader.com/servant-leadership/southwest-airlines-2011-results-reflect-benefits-of-servant-leadership/&usg=__iuU1ztrpm6UjVUEmj8IZXz2OYb8=&h=480&w=640&sz=32&hl=en&start=2&zoom=1&tbnid=E3iYJrc-I4we7M:&tbnh=103&tbnw=137&ei=v8RgUPGyJMiu2AW93oCwDQ&prev=/search?q=southwest&hl=en&sa=X&gbv=2&tbm=isch&prmd=ivnsuz&itbs=1


Agenda


Plan


• Spring 2013 Release


Announcing Siebel IP-2012 GA Date: 12/12/2012

New releases – 8.1.1.9/8.2.2.2

Industry solutions

Features

2

21+

33+


Release Highlights

Spring FP • Oracle Universal Installer

• FMW Integration - SAI

• Siebel Restful Interfaces

• Security Enhancements

• Certifications – O/S and Database and Middleware

• Enhanced Bi Publisher Reporting

Fall IP • Open UI - Framework

• Connected Mobile Solution

• Sales, Service, Industry Solutions (LS & CG)

• Disconnected Mobile Solution – Framework

• CRM Desktop for Lotus Notes

• Eligibility and Effective Dating enhancements for Public Sector

• Advanced Scheduling and Dispatching – ORS 2.1 integration

• Real-time rewards and recognition with high performance loyalty engine

• Complex Trials and Trip Reports for Clinical

• High Availability upgrade and Single Step SEA->SIA upgrade

• Deployment and Diagnostics for Operational Excellence

Siebel CRM IP-2012 -8.1.1.9/8.2.2.2

LOWER

TCO

CUSTOMER EXPERIENCE

INDUSTRY

INNOVATIONS

• 6 Releases Since Acquisition

• 39 New Products

• 526 New Enhancements

• 21 Industry-Specific Solutions


Siebel CRM Investment Strategy

LOWER TCO

CUSTOMER EXPERIENCE

INDUSTRY INNOVATIONS

16 Copyright © 2012, Oracle and/or its affiliates. All rights

reserved.

Simplified UI Open

Architecture

Dynamic Layout Accordion iFrame Dynamic Toggling

Browser agnostic

Leverage real estate

Dynamic hide/show

Leverage Native browser/platform capabilities

Tablet support Real Time Data

validation Notification

Area Multi-Touch

Support

Collapsible Child List Applets

Multiple Tab Support

Map Integration

Signature Capture

Cache Busting Partial Refresh

Disconnected Mobile

Camera Support

Device Recognition

Infinite Scroll Jquery Support Screen Reader/

Accessibility Support

Dynamic Text box

Detail on Hover

Slide ups

Collapsible Tree Navigation

Key Open UI Capabilities


reserved.

Simplified UI Open

Architecture


Browser agnostic


Dynamic hide/show




Area Multi-Touch

Support



Map Integration

Signature Capture


Disconnected Mobile

Camera Support

Device Recognition



Dynamic Text box

Detail on Hover

Slide ups




reserved.

Dynamic Text box

Simplified UI Open

Architecture


Browser agnostic


Dynamic hide/show




Area Multi-Touch

Support



Map Integration

Signature Capture


Disconnected Mobile

Camera Support

Device Recognition



Detail on Hover

Slide ups


Dynamic Text Box


reserved.

Detail on Hover

Simplified UI Open

Architecture


Browser agnostic


Dynamic hide/show




Area Multi-Touch

Support



Map Integration

Signature Capture


Disconnected Mobile

Camera Support

Device Recognition



Dynamic Text box

Slide ups


Details on Hover


reserved.

Slide ups

Simplified UI Open

Architecture


Browser agnostic


Dynamic hide/show




Area Multi-Touch

Support



Map Integration

Signature Capture


Disconnected Mobile

Camera Support

Device Recognition



Dynamic Text box

Detail on Hover


Slide Up – Quick Applet Access


reserved.

Device Recognition

Simplified UI Open

Architecture


Browser agnostic


Dynamic hide/show




Area Multi-Touch

Support



Map Integration

Signature Capture


Disconnected Mobile

Camera Support



Dynamic Text box

Detail on Hover

Slide ups


Device Recognition


• Open UI transforms Siebel into a modern and intuitive CRM

platform; with next-generation mobile support for Tablets and

Smartphones

• Open UI allows Siebel to run in all modern web browsers

including IE9, Chrome, Firefox and Safari

• The Open UI greatly enhances user experience and

productivity; taking advantage of the latest web innovations

with device driven layouts, intuitive navigation, touch

optimization and enhanced accessibility support; Same URL,

different UI

• Open UI is a natural extension to Siebel, fully leveraging all

existing customer configuration and integration investments.

The framework is also fully extendable, providing customers

and partners with a platform to innovate.

User Experience Key Capabilities: Siebel Open UI


User Experience Native Device Integration for Mobile


• The new Siebel Mobile applications provide connected and

disconnected support across all modern Tablets and

Smartphones.

• The platform agnostic mobile applications allows Siebel to

run on multiple devices, leveraging native device

capabilities such as location services, email, camera and

signature capture.

• The mobile applications will provide out of the box support

for the Sales and Service business processes, as well as

industry specific process flows for Consumer Goods and

Life Sciences.

Benefits

• Use any of the templates provided to create a application

of your own

• Leverage existing Views and configuration

• Support for iO/S, Android, Windows based tablets

User Experience Siebel Mobile Solutions


Basic Operations – Connected and

Disconnected

• Create, View, Update & Delete, Activities,

Accounts , Contacts, Opportunities, Leads

Device/App Integration

• Google Maps Integration

• Capture Customer Signature

• Integrated email and one touch dialing

Specialized Logic

• Plan day’s activities

• Capture Sample Drops

• Product details associated with each call

• Single click order creation

• Capture attendee list for meetings

User Experience Siebel Field Sales Mobility


Basic Operations – Connected

• Create, View, Update & Delete SRs,

Activities, Accounts , Assets, Parts Inventory,

Orders, Invoices

Device/App Integration

• Google Maps Integration

• Capture Customer Signature

Specialized Logic

• Automatic Invoice Generation

• Part Tracker Inventory Update

• Activity Status State Transitions

• Check Part Availability in Trunk

• Single Click Order Creation

• Part Tracker Inventory Update

User Experience Siebel Field Service Mobility


User Experience: Open UI Does Not Solve Poor Process / UI Design…. But Siebel Does…

1. Dynamic Content for Home Page – Personalize for User

2. iHelp and Smart Scripts: Used to coach users through steps to complete a process

3. Enable Siebel in end User’s language of choice

4. Role Based Security: Simplify views to only show users required data.

5. Pre-Defined Queries / Search / Validations: Teach users how to eliminate errors

6. Universal Inbox: Consolidate workflow approval requests from multiple sources into one location

7. Tab Layout: Arrange tabs on a view / applet to align with the process.

8. Random Access and Keyboard Shortcuts: Reconfigure applets and views to consolidate data into

fewer views / clicks.

9. Task Based UI: Streamline/simplify data entry for frequently used or complex business process

10. Open UI: Enables… Simplicity across devices/channels


User Experience CRM Desktop

Outlook Lotus Notes


User Experience CRM Desktop for Lotus Notes

Personal and business contacts in a

single list provides single address

book for the end user

Custom CRM objects in

same folder structure as

native objects

• CRM Desktop allows users to focus on

learning about CRM entities, not a new user

interface

• The application allows users to access their

basic business data in one application, thus

providing better data management

• Allows sales team to access relevant data

‘on the go’ in an offline mode.

• Data is synchronized automatically when

users are online


Industry Innovations Solution Process Flow Support by Partner

Industry Process Flow Partner Consumer Goods Mobile Call Execution and Reporting ITC InfoTech

Mobile Route Planning ITC InfoTech

Retail Call and Coverage Planning ITC InfoTech

CMU New Activation Request OCS/Accenture

New Customer Summary View and Active Launch Pad OCS/Accenture

Support of Embeded UI in ORPOS OCS/Accenture

HTIMA Complex Service Enablement - Field Service Deloitte, Accenture, Wipro

Sales Enablement - B2B Selling Deloitte, Accenture, Wipro

Partner Sales Enablement Deloitte, Accenture, Wipro

Public Sector Intake and Elgibility Deloitte

Mobile Incident Reporting Deloitte, Accenture

Customer and Contact Management Deloitte

FINS Coustomer and Contact Management InfoSys, Cognizant, TCS

Activity Management InfoSys, Cognizant, TCS

Oppty Management InfoSys, Cognizant, TCS

Life Sciences Call Execution ITC InfoTech, Cognizant

Call Planning with eDetailing ITC InfoTech, Cognizant

Medical Devices Service Management ITC InfoTech, Cognizant


Relationship Manager’s Landing page on iPad by

Cognizant for FINS

Order Capture for Telcom by Accenture

Case Management by Public Sector by Deloitte

Call Execution for Life Sciences by ITC InfoTech

Industry Innovations Samples: Solution Process Flow Support by Partner


Industry Innovation Siebel Open UI – Industry Solutions


Industry Innovation Siebel Mobile – Industry Solutions

Disconnected Mobile Solutions

Pharma Sales with edetailing HTIM Field Service Solution Consumer Goods


Operational Excellence

• Single Step SEA->SIA upgrade

• HA scripts with Golden Gate

• Installation, Cloning and Patching

• Identify slow running SQL

• Partial shutdown of components

• Virtualized solution - Oracle VM containing Siebel mid-

tier application and database templates

Key Benefits • Test 2012-IP with pre-installed OVM templates

• Reduced install/patch time

• Reduced/Zero downtime for business upgrades

• Quick uptake of FixPacks and Install patches

• Ability to self-diagnose issues

Lower TCO Life Cycle Management

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 37 Oracle Confidential

Web Server

–IBM HTTP Server v7 on AIX 6.1, 7.1

–Microsoft IIS7.5 on Windows 2008 R2

–OHS (OEL 6, RHEL 6) 11g

–Sun Java System Web Server EE 7 on Sol

10,11/SPARC

Client Environments

–HI Client on IE 8

–OpenUI Client on the following browser standards

HTML 5 .01

CSS 3.0

Java Script 1.6+

Note: OpenUI is supported on any browser

supporting these standards

Database Management System

–IBM DB2 (LUW) 9.7 (w/ corresponding client)

–IBM DB2 for zOS v10 (DB2 Connect 9.7)

–Oracle 11g R2 (11G R2 Client, DD 6.1))

–MS SQL Server 2008 R2 (v10 client)

Siebel Enterprise Server OS

–Windows 2008 R2 Server 64 bit

–Sun Solaris 10,11 on SPARC

–Oracle Enterprise Linux 6.1 on 64 bit

–IBM AIX 6L and 7L, AIX 6.1, 7.1

Lower TCO Platform Support


Lower TCO Performance Optimization with Exadata/Exalogic

Siebel CRM

2x better Response Time

2x better Scalability

Siebel Call Center

Siebel CRM

2x better Response Time

2x better Scalability

Siebel Order Management

Response Time Scalability

2x

Standard hardware Exalogic and Exadata

2x

0.06 s

0.03 s

24% cpu

12% cpu

Test Metrics:

• 10K Call Center users on a single Exalogic node.

Linear scalability to 30k users on 3 nodes

• 11K Order Management users on 3 nodes of

Exalogic

Transactions Achieved:

• 0.5 Million Activities created per hour

• 24 Million web services transactions per hour on a

single Exalogic node (80% query, 10% insert, and

10% update)

• 2.2 M order items created per hour

Test Results:

• 2x Response time for Call Center and Order

Management

• Exadata CPU usage decreased by half


How do we get to 2012-IP?

Public Sector/Health and

Human Services

All Other Industries

New Customers Installing Siebel 8.2.2.2 Installing Siebel

8.1.1.9

Existing Customers

7.x, 8.0

Upgrade to Siebel

8.2.2.2

Upgrade to Siebel

8.1.1.9

Existing Customers

8.1,8.2

Patch uptake of Siebel

8.2.2.2

Patch uptake of

Siebel 8.1.1.9


Siebel 2012-IP Useful links

Siebel SOD - 8.1.1.9-8.1.1.10/8.2.2.2-8.2.2.3 features

• MOS document ID: 549362.1 • Read the attached documents in the SOD

Repository Strategy for SEA to SIA

Technical Guidance for SEA to SIA Migration

FAQ for SEA to SIA Repositories

Siebel TOI’s available on Oracle University (Public)

• For all content listed by Release date: click here • Open UI functional Overview

• Open UI Deployment and Architecture

• Siebel Mobile Functional Overview

• Siebel Open UI Calendar Overview

• Siebel Repository Strategy – SEA to SIA Technical Overview

• Siebel 8.1.1.8+ : Using Oracle Universal Installer Technical Overview

https://support.us.oracle.com/oip/faces/secure/km/DocumentDisplay.jspx?id=549362.1

https://support.us.oracle.com/oip/faces/secure/km/DownloadAttachment.jspx?attachid=549362.1:8



http://apex.oracle.com/pls/apex/f?p=44785:2:0:FORCE_QUERY::2,RIR,CIR:P2_GROUP_ID:1023

http://www.oracle.com/webfolder/technetwork/tutorials/tutorial/siebel/Open_UI_Funct_TOI/112712_103087/index.htm

http://apex.oracle.com/pls/apex/f?p=44785:24:0::NO:24:P24_CONTENT_ID,P24_PREV_PAGE:6681,2









Siebel 2012-IP Useful information and trivia

Siebel Pricing Update - Pricelist updated 12/20/2012 • New product ‘Siebel Mobile’ added to the pricelist

• Latest on pricing and migration available here: eSource

Customers/Partners downloaded 2012-IP since 12/12/2012 (Available in eDelivery and Customer Support for Download)

• 8.1.1.9 – 800+

• 8.2.2.2 – 60+

Customer Success and reference list High Level stories by month and year: Customer Success Stories

Siebel TOI’s for employee’s hosted by OU • All TOI’s for Siebel available here

http://esource.oraclecorp.com/portal/pls/portal/esrc.esr_portlet.show?id=1,2,10832

http://my.oracle.com/content/native/CNT967697

http://my.oracle.com/content/web/CNT254267?catid=L1_sbl


Agenda


Plan


• Spring 2013 Release and IP-2013


Spring Release – 2013 8.1.1.10/8.2.2.3

Open UI • Customer Dashboard and Scheduling, Gantt

Chart Search, Reports Scheduling and

Parameterization, product catalog renderer

Mobile • Disconnected Mobile for Field Service and Field

Sales

• Disconnected Mobile –Life Sciences

Cross-Industry Solution • Advanced Scheduling with ORS Integration

• Datamodel for Social profiles – CI listening

solution

• OSES –Phase 3 integration

• Agent facing Siebel-Inquira integration

• Social Collaboration – Phase 1

• Siebel Media Marketing –Phase 1

UCM • EDQ Long Term Integration

• Child Survivorship, Child Cross referencing and

Hierarchy enhancements

• Multi Branding Support and Transaction

Manager

Communication • ATG – Commerce Solution

• Advanced Advanced Promotions

• AIA - Concept to Cash Enhancements

• AIA - Siebel Fleet Mgmt

• Response Action Framework

Utilities • Multi-Site Ordering for Utilities

T&T, Hospitality, Retail • Deeper Loyalty – 8.2.2 solution

• Complete Meeting Packages

Public Sector Social Services • Citizen Self-Service and Eligibility

• Hierarchical State Model

• Accessibility with Open UI

• Self-Service with OPA

• Siebel eService enhancements

Life Cycle Management • Incremental Repository Merge (IRM)

• IRM reports – Customer Repository different

• Advanced Diagnostics

• Oracle database - OCI connection pooling

Certifications • O/S – Windows 2012,

• HP/UX Itanium V3

• Windows 8 support for Siebel Remote

• Ongoing Exalogic/Exadata Support

• OVAB support for Siebel

• BI Publisher 11g certification

Customer Experience Industry Innovations TCO


Theme Customer Use Cases

Internal Social

Collaboration

• Leverage community expertise of internal resources to

• Convert leads to maximize revenue opportunities

• Resolve problems in a timely and efficient manner

• Facilitate rapid and relevant information sharing

Multi-Channel Campaign

Execution

• Create and execute campaigns across traditional and social channels in Siebel Marketing and Oracle

Social Marketing

• Associate Social Messages and Pages with Marketing Campaigns

• Capture Leads based on social interactions (e.g. share, like, re-tweets, comments)

Social Sharing through

Traditional Channels

• Enable social sharing from traditional channels such as email and web landing pages by inserting

social links such as FB, Twitter, G+1

Listen to Social

Conversations, Respond

and Act

• Monitor social networks to identify customer service issues and leads

• Instantly respond to social conversations and post to social for brand issues

• Initiate appropriate CRM action, where necessary (SR, lead creation) and rapidly resolve support

issues

Social Sentiment and ROI

Analysis

• Leverage social profile and sentiment enriched customer view in marketing segmentation, lead scoring

and cross-channel CX management

• Track revenue attribution by traditional and social channels

• Measure ROI across marketing channels (Traditional and Social)

Measure Customer Lifetime

Value

• Measure customer lifetime value that combines both transactional and social influence value

What We Are Hearing From Our Customers…


Siebel is Central to CX Strategy

Fusion DOO

RNOW – Self-Service

Oracle Social

Applications

Oracle Knowledge

Webcenter Sites ATG Commerce

Oracle Point of

Sale-Counter

Sales

Complete Solution for CRM Lifecycle

•Customer Hub for B2B and B2C

•Cross-Channel, Cross Device

•Extend Marketing, Sales, Service Apps

•Unique Employee Facing Applications

• Asset Lifecycle Management

• Advanced Service Lifecycle

Management (Warranty, Repair

Depot, etc)

Rich and Extensible

•Data Model

•Policy and Workflow Framework

•New Modern User Interface

Best of Breed Capabilities

•Native Support for Best of Breed

Functionality

•Integration to Leading Oracle and

Industry Solutions

Oracle Policy

Automation &

Scheduling


Siebel CX Integration Priorities for 2013

Product Family Target Product Main Objects Int Type

1 Siebel All OSN Sales, Service, Marketing Tech Note / Ref Code 2 Siebel OM ATG order mgmt Tech Note / Ref Code 3 Siebel Marketing Vitrue / Involver, CI Campaigns and Leads Tech Note / Ref Code 4 Siebel (Service/All) Collective Intellect (CI) Service Request Tech Note / Ref Code 5 Siebel All Endeca Search Product, Analytics Tech Note 6 Siebel OM Fusion DOO Order Tech Note / Ref Code 7 Siebel Service Oracle KM service request, self service Productized Integration 8 Siebel Marketing WC Sites Segmentation, Content, Sites Tech Note 9 Siebel Service RNOW Self-Service Tech Note

10 Siebel Field Service ORS (TUGBU) Field service, SR, Asset Productized Integration 11 Siebel Field Service RNOW Service Request Tech Note / Ref Code 12 Siebel (All) GIS Visualization Sales, Service, Marketing, OM, Public Sector/Case Tech Note 13 Siebel All Click to Call / Chat Integrate Siebel for Click to Call / Chat Tech Note 14 Siebel RTD Integration for Next Best Offer Tech Note / Ref Code 15 eBilling RNOW Bill / Payment for Service Profile Tech Note / Ref Code 16 Siebel Loyalty ATG Transact against loyalty points. Tech Note / Ref Code 17 OPA RNOW eligability determination Productized Integration 18 Siebel Service ATG CSC Integration Siebel Service with CSC Tech Note / Ref Code

19 Siebel OM RGBU POS Integrate Siebel Order with POS for call center to

store flow support Tech Note / Ref Code

Siebel CRM Social Integrations – Service example Short Term Solution

© Oracle Corporation 2011 – Proprietary and Confidential

Identify “Topic” details

in SEM requiring SR

support

SE

M A

gent

Sie

bel A

gent

Siebel OP App

Yes Add Social attributes to

existing contact profile

No

Review work and

Link to Social Post

for Additional

Context. Cut/Paste

to Siebel.

* Use Symbolic URL to Open New

Window with Social Content (Link to

Twitter)

Create

“Topic” in SEM

Community MGR

pushes list of items to

generate SR

Automatic Search for

Contact in Siebel.

• SEM ID

• SEM Direct URL

• Net Type

• Net Message Type

• Net Message ID

• Username

Found?

Create Contact with

Social Content

Create a SR and Link

Social Post ID /

Details to the SR

Use Assignment

Manager/Workflow to

Route to CC Agents

Need

More

Info?

Custo

mer

Social Application

Communication on

Social Channel

SEM Cloud App

Communication on

Social Channel

Communication on

Social Channel

Yes

Private Exchange

with Knowledge

Worker

Update SEM Status

to show complete.

Response API

Update Customer

From SEM

Close SR in Siebel

and route Completed

status data to SEM to

close loop.

No

SEM System Deep

Link to Original

Message.

(New Window)

SEM Direct URL

SEM ID

* Launches

window to

original post on

social site. Will

be blank if

social post was

deleted.


Social Media Listening, Response and Engagement Responding to Social Media Conversations

Check for

Existing

Contact

Check for

Existing Social

Profile

Manage New

Contact

Manage

Social Profile

Respond to

Customer on

Social Media

Directly

Resolve

Customer

Issue

First Name,

Last Name,

Cellular Phone #,

Work Phone,

Fax Phone,

email address

Author name,

Author link,

Community

All Lead Attributes

including

Campaign

Reference

Does not exist Does not exist

Siebel Social

Media Web-

Service

Method: Create

SR

Social Posts

Other Social

Interactions Oracle SRM

Create an SR

and Link

Social Post

Log an Activity

to Track

Response

Need Service

Request for

Resolution

No

Route

Through

AM/Workflow

Initiate Internal

Social

Collaboration


To ensure Oracle’s customers have clarity and are positive about

Oracle’s commitment to existing Applications

• Design business applications & business processes that

transform Customer Experience

• Provide specialized line-of-business applications and

transformative Industry Innovations

• Offer significant functional value with lower TCO on current

CRM solutions.

Summary


Questions?

51 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Siebel 2012-IP Launch and Roadmap for 2013 Aaron Shidler, Vice President, Siebel and CRM On Demand Product Development

Uma Welingkar, Senior Director, Product Management

siebel openui launch and roadmap for 2013 · • banker’s desktop for financial services, retail...

Documents