Siebel CRM Strategy and Roadmap

1 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Siebel 2013 Spring Release and Roadmap
Uma Welingkar, Senior Director, Product Management
Raj Aggarwal, Senior Principal Product Manager, Siebel Product Management

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 Overview
• 2012-IP Recap
• Announcing Spring 2013 Release
• Fall 2013-IP Release
Agenda

• Customer Experience
• Sales, Service and Marketing and Loyalty
and Customer Order Management under a
single platform
• Comprehensive, Usable, Mobile and Social
• Industry Innovations
• 21+ Industry specific capabilities and 21
languages supported in a single repository
• Industry specific enhancements and
business enablement delivered for 20 years
• TCO
• Scalable, Configurable, Upgradable
• Quicker go to market with new tooling
• Stack optimization with virtualization
Siebel CRM Today
Comprehensive, Configurable, Industry Specific

Customer Experience CRM
Siebel Customer Solution Opportunities
1. Innovation
• Rich CRM Data Model
• Rich CRM Feature Set
• New and Innovative User Experience
2. Augmentation
• SRM for Socializing Siebel
• ATG/Content for Siebel eCommerce
• Inquira for making Siebel more
knowledgeable
3. Migration
• Fusion for SFA / Customer Master
• RNOW for Cloud Service
• ATG for Self-Service Commerce
• Eloqua for Cloud Marketing

Siebel CRM 8.x Momentum
Customers Working With Siebel CRM 8.x

Siebel Highlights
Recognized Brands
• ~20 year history of delivering best-in-class CRM solutions
• Thousands of customers and millions of users
• Dedicated team of product development resources with
10,000+ years of CRM experience
• 6 Releases delivered since Oracle acquisition
• 39 new products and 526 new features since Oracle
acquisition
• Over 73% of customers on the latest live 8.1/8.2 releases
• Active Global CRM Strategy Council represented by 50
companies across the globe in all industries
24,000+ Users
28,000+ Users
6,000+ Users 8,000+ Users
54,000+ Users 24,000+ Users
30,000+ Users
11,000+ Users

A Sample of Siebel Customers
HTIMAHTIMA Communications Life Sciences CG / RetailPublic Sector FINS

Siebel CRM Investment Strategy
Continued Innovations every year
2013 2014 2015 2016 20182017 2019
2014-IP
Siebel 8.3
Siebel 8.1.1.10
Siebel 8.2.2.3
Siebel 8.1/8.2 FP
2015-IP
Siebel 8.3 IP
2016-IP
Siebel 8.3 IP
Siebel 8.3 FP
Siebel 8.3 FP
2017-IP
Siebel 8.4
2018-IP
Siebel 8.4 IP
Siebel 8.3 FP
Siebel 8.4 FP
Siebel 8.1.1.9
Siebel 8.2.2.2
2013-IP
Siebel 8.1/8.2 IP
Siebel 8.4 FP

Siebel Roadmap
• 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
• 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)
• 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
• 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)
• 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

Agenda
• Siebel Overview
• 2012-IP Recap

Siebel CRM IP-2012 - 8.1.1.9/8.2.2.2
• Sales and Service solutions and process flows for tablets and smart
phones
• Industry flows and process extended by partners and customers
• Native device integration – click to call, email, camera , GPS and more
• Optimized Mobile Solution
Siebel Mobile Solutions
• Any browser, any devise support for enhanced user experience and
productivity
• Supports latest Web innovations including device driven layouts,
intuitive navigation, touch optimization
• Extendable framework – platform for customers and partners to innovate
• Improved User Experience
Siebel Open UI Framework
2012-IP

Siebel CRM IP-2012 - 8.1.1.9/8.2.2.2
• Redesigned CTI for better usability
• Email-F9 capability with attachment and template support
• Notifications with color coding and read/unread options and details with hover
• Lower deployment costs , easy integration with 3rd party vendor solutions
Cross Channel: Updated CTI, Email Response and Notifications
• Redesigned Smart Scripts with color coding for required field
• TBUI similar to smart scripts ,
• Drag and drop ability for file attachments
• Similar look feel across the application for process flows
Process Flow : Smart Scripts ,TBUI and File attachments
• Updated Caledar UI – with configurable daily, weekly an d monthly options
• Updated Product config with easy
• Resizeable text boxes, simplified MVG applets and List of Values
• Reduces time to complete tasks for call center rep
Simplified Flows : Product Config, Calendar, MVG’s and more
2012-IP

Siebel 2012-IP
Useful information and recap
Siebel Pricing Update - Latest on pricing and migration available here: eSource
• ‘Siebel Mobile’ – Price line item added with 2012-IP
• Single license for both connected and disconnected usage
• Single license for both tablet and Smartphone usage
• License is named user basis as a add-on to base CRM license
• Migration options from Siebel Remote/Siebel Handheld/Siebel Handheld standalone/Mobile Sales Assistant
Customers/Partners that have active SR#’s against 8.1.1.9/8.2.2.2
• 200+ unique customers actively logging SR#’s against 8.1.1.9/8.2.2.2
UX-Direct Website is Live!
• UX-Direct Site
• Applications User Experience:Usable Apps
Open UI Course Description posted on OU
• Open UI Training Sign Up
Siebel TOI’s available on Oracle University (Public)
• For all content listed by Release date: click here
2012-IP

Rich Partner Eco-System
Partners engaged with Open UI
Sample System Integrators Partner Validated Solutions

Relationship Manager’s
Landing page on iPad by
Cognizant for FINS
Order Capture for
Telecom by Accenture
Case Management by
Public Sector by Deloitte
Call Execution for Life
Sciences by ITC InfoTech
Industry Innovations
Samples: Solution Process Flow Support by Partner

Agenda
• Siebel Overview
• 2012-IP Recap

Provide customer
value with added
innovations at lower,
more predictable
costs
Goals Capabilities
Customer Experience
Industry Innovation Lower TCO
Spring Release – 2013
Innovation Focus Themes

Release Highlights
Customer Experience : Usability , Mobile and Social
• Customer Dashboard and Scheduling, Search, Reports Scheduling and Parameterization, Product catalog renderer
• Disconnected Mobile for Field Service and Field Sales and Life Sciences
• Advanced Scheduling with ORS Integration for Service
• Datamodel for Social profiles – CI listening solution for Service including integrated Knowledge Mgmt, Social Media Marketing
UCM
• EDQ Long Term Integration, Child Survivorship, Child Cross referencing and Hierarchy enhancements and Multi Branding Support and
Transaction Manager
Industry Solutions
CMU
• ATG – Commerce Solution
• Advanced Promotions , Response Action Framework
• AIA - Concept to Cash Enhancements, AIA - Siebel Fleet Mgmt
• Multi-Site Ordering for Utilities
T&T, Hospitality, Retail
• Deeper Loyalty – 8.2.2 solution, Complete Meeting Packages
Public Sector Social Services
• Citizen Self-Service and Eligibility including eService, Hierarchical State Model, Accessibility with Open UI, Self-Service with OPA,
TCO
• Incremental Repository Merge (IRM) with IRM reports to identify custom repository changes
• Advanced Diagnostics
• Oracle database - OCI connection pooling
• Certifications : O/S – Windows 2012, HP/UX Itanium V3, Windows 8 support for Siebel Remote, BI Publisher 11g certification
Siebel CRM Spring 2013 -8.1.1.10/8.2.2.3
Fall-2012-8.1.1.9/8.2.2.2
• Open UI - Framework
• Connected Mobile Solution
• Sales, Service,
Industry Solutions (LS
& CG)
• Disconnected Mobile
Solution – Framework
• CRM Desktop for Lotus
Notes
• Eligibility and Effective
Dating enhancements for
Public Sector
• Real-time rewards and
recognition with high
• Complex Trials and Trip
Reports for Clinical
• High Availability upgrade and
Single Step SEA->SIA
upgrade
• Deployment and Diagnostics
for Operational Excellence
Spring -2013

Customer Experience –
Usability and Mobility

Customer Experience – Usability
Reports
Solution Overview:
Intuitive user interface for Open UI to execute reports. Designed for
use on all browsers and tablets.
Key Capabilities:
• Open UI notifications to show reports generated
• Open report directly from the notification list
• Intuitive buttons improve tablet usability
• Improved usability using collapsible menus and no popups
• Return context to the application immediately after report
execution
• Less button clicks to execute reports and open report output
Why It Matters:
Ability to run interactive reports, scheduled reports and with
parameters from Open UI on browser and tablets.
Dynamic reports menu in Open UI
Directly open reports from notification list
Spring -2013
Latest information on the Reports forum post:
http://myforums.oracle.com/jive3/forum.jspa?forumID=3178

Search
Solution Overview:
Intuitive user interface for Open UI for Search. Designed for use
on all browsers and tablets.
Key Capabilities:
• Capable of increasing the weight age for each searchable
fields and search engine returns results based on these
weights
• Create/Update/Delete sources directly from the Siebel UI
• Asynchronous indexing and support for both FTP and HTTP
indexing
Why It Matters:
Ability to search and find results through a single simplified
search menu providing a seem less single UI solution across all
controls like CTI, Search, Reports etc
Single Search Box with rest of the Menu items
Spring -2013
Dynamic Search Results displayed on the same screen

User Experience – Usability
Customer Dashboard Persistent & Quick access to customer information through the lifecycle
of the call
Click to Call from Form Applet
Solution Overview:
Intuitive user interface for Customer Dashboard – single user
interface across the entire application
Key Capabilities:
• Persistent and quick access to customer information across the
life cycle of the call
• Click to call from a form applet
• Improved usability using collapsible menus and no popups
• Email-F9 capability with attachment and template support
• Notifications with color coding and read/unread options and
details with hover
Why it Matters:
Lower deployment costs , easy integration with 3rd party vendor
solutions
Spring -2013

Customer Experience - Usability
Web Commerce for Siebel
Solution Overview: Siebel Order Management integrated with ATG Web
Commerce to enable cross-channel commerce and deliver a more seamless
shopping and purchasing experience for consumers.
Key Capabilities:
• Seamlessly create and manage account, contact, and customer information
across channels.
• Achieve optimal performance by leveraging integrated sales catalog structures,
product details, price and promotions
• Deliver consistent experience by extending product configuration, pricing and
product eligibility rules from Siebel product catalog to ATG Web Commerce
Why It Matters:
• Provide continuous clicks-to-bricks and bricks-to-clicks support for customers
and employees, increase speed of new product introductions and reduce time
managing data and sales policies in silos
Spring -2013

Solution Overview: Improved customer campaigns by
delivering 1:1 Personalized Message and Offers to customers.
Extend and enable customers to share offers and content on
social network.
Key Features:
• Setup URLs for Dynamic Content as well as social sharing
• Include one or more social network sharing links within email
template
• Dynamic URL can point to a 3rd party offer/content repository and
rules engine to determine the appropriate content for a given
campaign target
• Dynamic URLs can be specified with merge fields. The merge field
content will be passed to URL at runtime.
Why it Matters:
• Improved targeting response rate and conversion and customer
satisfaction, extending to social channels maximizes offer penetration
and social presence
Every Customer is Unique
Then why your emails
look the same?
Marketing Campaigns
Spring -2013

Loyalty 8.2.2 - Backported to 8.1.1.10
Spring -2013
Loyalty 1:1
Business User
Empowerment
Industry Best Practices
Enhanced Accrual Process
• Process & Data Model
Enhancement
• Enhanced Accrual Web services
Enhanced Redemption Process
• Enhanced redemption web service
• Recurring Awards
Enhanced Promotions Framework
• Promotion Designer
• Eligibility Promotions
• Transient Variables
• Calendar Attributes
• Hierarchical Rule Authoring
• Theme Based Promotions
• Rule Library
• Advanced Search
• Formula Support
Enhanced Reward Capabilities
• Dynamic Vouchers
• Advanced Voucher Actions
• Future Dated Vouchers
Enhanced Loyalty Engine
• User-Defined Engine Parameterization
• Enhanced Processing Log
• Advanced Transaction Simulation
• Custom Transactions Support
Enhanced Member Administration
• Bulk Promotion Enrollment
• Enhanced Member Search
Enhanced Usability
• New UI for Partnership Management
• New UI for Loyalty Product
Management

Customer Care: Improved Employee, Customer and Partner Knowledge
Solution Overview. Oracle Knowledge integration with Siebel’s Call
center and Web Self-Service provides a unique ability to discover the
true intent of each inquiry with real-time contextual data from
enterprise systems to quickly pinpoint the most-relevant answers.
Key Capabilities:
• It allows agents, customer communities to tap into knowledge from
various sources collaborate with peers, reach out to subject matter
experts, and contribute their own expertise.
• Context-driven search quickly pinpoints relevant answers leveraging
key information from service requests. Provides historical context of
the problem resolution for future reference.
• Industry specific answers on the web with managed Customer
communities leading to fewer escalations
Why it matters :
Customers today expect superior customer experience across any of
the channels they interact on
Spring -2013

Customer Care: Advanced Scheduling
Solution Overview: Integrating Siebel Service with Oracle’s
Real Time scheduler provides a real-time dynamic scheduling
solution for companies to optimize the scheduling of their
skilled mobile resources.
Key Capabilities:
• Optimize cost and resource utilization for service
appointment scheduling
• Minimize appointment window with continuous optimization
up to point of dispatch
• Meet & exceed customer expectations while keeping
customers informed in real-time
• Manage and track employee work hours, holidays,
availability, skills and updated schedules seamlessly
Why It Matters: Superior customer experience by providing on-
time service appointments and helping manage customer
expectations
Risk Mitigation Design
• Coexistence of both Siebel Scheduler and ORS
• Existing customers can phase in ORS
Spring -2013

Customer Experience – Mobility
Functional Changes
Spring -2013
Basic Operations and Look and Feel
• Allows user to create an icon for the mobile application
on the home page
• Hides away the URL to provide much cleaner look and
feel
• Icons moved and related items aligned properly
• Changed hyperlink to icons for drill down
• Automatic Platform differentiation between tablet and
Smartphone
Device/App Integration
• Customers can use the camera to capture a picture or
video and attach it to the calls/accounts/contacts
Specialized Logic
• Allows users to create or view attachments attach new
documents to the calls/contacts/accounts

Key Considerations
• Maintain device and OS independence
• Continue to leverage Siebel configuration
and Meta-data
• Client side enhancements to manage
state in disconnected mode
• Server side enhancements to support
richer meta-data needs of client
• Full set of Sync Process - Incremental,
Full, Object level
• Server and Client side enhancements to
support incremental sync
• Total Cost of Ownership (TCO) and
Deployment
Disconnected Capability
Txn Sync
Wrapper
Data
Generation
Wrapper
Sync
API
DM Txn Tables
Disconnected
Mobile
Siebel Server with Remote and HH enabled
Summer -2013

Empowering Field Service Technician
Basic Operations
• Create, View, Update & Delete SRs, Activities, Accounts ,
Assets, Parts Inventory, Orders, Invoices (C)
• Google Maps Integration ( C)
Special Logic
• Automatic Invoice Generation (C)
• Part Tracker Inventory Update (C)
• Activity Status State Transitions ( C)
• Check Part Availability in Trunk ( C)
• Single Click Order Creation (C)
• Capture Customer Signature (C)
Basic Operations
• Create, View, Update and Delete SRs, Activities, Accounts ,
Assets, Parts Inventory, Orders, Invoices (D)
Special Logic
• Automatic Invoice Generation (D)
• Check Parts Availability in Trunk from within Service Activity (
D)
• Single Click Order Creation (D)
• Activity Status State Transitions ( D)
• Capture Customer Signature (D)
C-Connected Available Now; D – Disconnected
Summer -2013

Empowering Pharmaceutical Sales Rep
Basic Operations
• Plan, Schedule and Execute Calls, Drop Samples, Detail Products and
Capture Signature
• Google Maps Integration ( C)
• Camera Integration (C, D)
Special Logic
• Attachment (C, D)
• Sample Drop (C, D)
• Detail Products (C, D)
• Signature Capture ( C, D)
• Able to pass call a 3rd party application for eDetailing (C, D)
• Able to record response from 3rd party eDetailer (C, D)
C-Connected D – Disconnected
Summer -2013

Empowering Field Service Technician
Basic Operations
• Support Solutions, Asset Hierarchy, Customer Survey,
View peer truck stock
• Support Leads, Timesheets, Quotes, Contracts and
Expense Reports ( C,D)
• Camera (Photo/Video) Integration (C, D)
• Facetime Integration ( C)
• Offline Google Maps Integration ( D)
• Barcode Integration ( C,D)
• GPS Integration ( C)
• Calendar Integration ( C)
Specialized Logic
• Check Part Availability in Trunk ( D)
• Part Tracker Inventory Update (D)
• Automatic Quote Generation from SR ( C)
• Spare Part Pricing and Ordering ( C)
• Asset Warranty eligibility check ( C)
• Timesheet Automation ( C)
• Receive Parts and update Inventory ( C, D)
• Cycle Counting ( C)
• Print Invoice ( C,D)
• Email Invoice (C)
Fall -2013

Customer Experience – Social

Customer Experience - Social
Integration to Oracle Social Relationship Management (SRM)
Solution Overview: Basic Siebel CRM social media integration
framework for integration with Oracle Social Engagement & Monitoring
and Social Marketing cloud services.
Key Capabilities:
• Match social authors to existing contact within CRM system,
create activities to record interactions.
• Engage customers on the social channel from a single unified
Desktop interface for improved interaction
• Monitoring consumer trends allows for cross-sell and up-sell of
products through call center and self-service channels
• Monitor sentiments and react directly through the social channels
reaching the complete sphere of influence that the consumer has.
Why It Matters: Leverage the leading capabilities of Oracle SRM product
services with Siebel CRM for Service and Marketing use cases. Full
service offering for the social media channel. Create leads from social
media and manage social media campaigns within Siebel CRM. Expand
customer 360 with Contact Social Profiles.
Contact Social Profiles enhance
customers 360° view
Service Request creation from social
media posts in Oracle SEM
Contact
Social Profile Interactions
Contact Social Profiles
Social Profile Attributes
Spring -2013

Customer Experience - Social
Integration to Oracle Social Marketing
Solution Overview: Siebel Marketing integrated with Oracle SRM to
enable closed-loop, cross-channel campaigns with integrated
social media, for marketers to engage with prospects on social
networks , capture leads based on their social actions, maximize
insight and overall marketing effectiveness
Key Capabilities:
• Associate Siebel Marketing campaigns with social messages
and components (Phase 1)
• Capture new leads from social interactions in Siebel (Phase 1)
• Social sharing from traditional channels: email and Web (Phase
1/2)
• Cross-channel campaign analysis (Phase 2)
• Unified customer profiles with social insight for superior
segmentation and targeting capabilities (Phase 2)
• Track revenue attribution by traditional and social channels
(Phase 3)
• Why It Matters
• The integration will allow marketers to combine traditional and
social channels to maximize reach, relevance and revenue and
deliver rich cross-channel CX
Spring -2013

Industry Innovations

Enhanced Application Intake, Contact
Matching and Application Review
Processing
Modern Citizen Portal with More Self-
Service Options
PS State Model, Updates for Latest OPA
Connector and New Effective Dating
Features (including Future Dating and
Effective Date Status)
• Solution Overview: Provide world class citizen service via an integrated
eligibility and case management offering to government customers.
• Key Capabilities: Support for complex citizen self-service and integrated
eligibility scenarios across programs, agencies, and service providers via
• Streamlined user experience for employees, citizens and partners
• Fully accessible and government client applications aligned to Section
508 and WCAG 2.0 AA standards
• Refined effective dating capabilities to manage different change of
circumstances situations
• Enhanced citizen experience through new self-service capabilities like
online applications, appeal requests, and appointment scheduling
• Integration with Oracle Policy Automation for complete self-service
application intake, contact matching and application processing
• Enhanced state based process control for Public Sector objects
• Why It Matters: Allows governments to focus on cross-channel, outcomes-
driven citizen experience and service delivery, while responding to fast
changing policy and declining budgets.
Industry Innovation
Integrated Cross-Channel Case Management for Public Sector
Spring -2013

Industry Innovation
Commerce Automation using Response Action Framework
Solution Overview: Enable service providers to create personalized
actionable offers that customers can accept with one click and that can
be used on the Web or on channels where there is limited user
interactivity, such as SMS and IVR.
Key Capabilities: The new response-action framework automates offer
execution and supports key order processes, including asset-based
ordering. New web services simplify the offer-to-order process for non-
assisted interactions. Key features include
• Product Offer Administration: New administration views to create and
maintain product offers
• Product Offer Presentment: Recommend eligible product offers based
on customers’ installed assets and automate offer execution.
• Product Offer Web Services: New web services to get recommended
offers for a customer and apply an offer to create a quote or order
• Product Configurator Web Service for Orders: New product
configurator web service to add and configure products in a sales order
Why It Matters: Enhances business agility by simplifying the offer to order
process for non-assisted interactions and improving developer
productivity and application maintainability.
Create Personalized Actionable Offers
Declarative framework to automate offer
execution
Spring -2013

Industry Innovation
Complete Meeting Packages for Hospitality
Solution Overview: Provide enhanced sales and event management
capabilities for effectively managing complete meeting packages
Key Capabilities: Support the bundling of function spaces, sleeping
rooms, catering, audio/visual and other event order items into a single
meeting package
• Per person prices to simplify quoting to customers
• Revenue allocationed by revenue categories for detailed accounting
and tracking
• Enhanced pricing capabilities to support modifications to the package
price during negotiations
• Comprehensive pro-forma report to provide a complete picture of the
event
Why It Matters: Allows hospitality companies to maximize revenue by
selling pre-packaged events that have been assembled and optimized by
revenue managers. Also increases customer satisfaction by offering a
package with a simple pricing structure allowing them to easily manage
budgets.
Meeting
Package
Room BlocksFunctions
Non-Function
Line Items
Function Line
Items
Room Block Line
Items
Enhanced quote management capabilities
to provide for easy meeting package
detailing
Revenue Allocations, Pro-Forma Report,
Non-function line items, Package
Restrictions and Effective Dates
Packaged group offerings to meet the
complete needs of event planners
Spring -2013

Industry Innovation
Billing and Product Management for Utilities
Solution Overview: Allows Utilities to offer customers with convenience and a rich
set of Billing options, processed seamlessly between the multi-channel contact
center and the back office
Key Capabilities:
• Support an integrated solution between Siebel Utilities and Oracle Utilities
Customer Care & Billing to deliver customer and product synchronization
– Synchronization of New Customer information from Siebel Energy to
CC&B: Billing Account, Address, Contact, Billing Profiles, Statement
Profiles
– Synchronization of Customer information Updates from Siebel Energy
to CC&B
– Synchronization of rate information from CC&B to Siebel Energy
• Secondary Bill Recipients and Seasonal Addresses for primary/secondary bill
recipients
• Central Repository of Bank information
Why It Matters: Utilities benefit from lower TCO, lower risk, and faster deployment
with pre-build integration while enabling best practice processes to ensure
superior Customer Experience
Synchronize Product
Submit Order
Create CustomerOutbound
Outbound
Inbound
Order Management
Process
Update Customer
Outbound
Inbound
Oracle
Siebel
for
Utilities
Oracle
Utilities
Customer
Care and
Billing
Spring -2013

TCO

• Web Server
• IBM HTTP Server v7 on AIX 6.1, 7.1
• Microsoft IIS7.5 on Windows 2008 R2
• OHS (OEL 6, RHEL 6) 11g
• Sun Java System Web Server EE 7 on Sol
10,11/SPARC
• Client Environments
• HI Client on IE 8
• Windows 8 on Disconnected client
• OpenUI Client on the following browser standards
• HTML 5 .01
• CSS 3.0
• Java Script 1.6+
Note: OpenUI is supported on any browser
supporting these standards
•Database Management System
• IBM DB2 (LUW) 9.7 (w/ corresponding client)
• IBM DB2 for zOS v10 (DB2 Connect 9.7)
• Oracle 11g R2 (11G R2 Client, DD 6.1))
• MS SQL Server 2008 R2 (v10 client)
•Siebel Enterprise Server OS
• Windows 2012 Server 64 bit
• Windows 2008 R2 Server 64 bit
• Sun Solaris 10,11 on SPARC
• Oracle Enterprise Linux 6.1 on 64 bit
• IBM AIX 6L and 7L, AIX 6.1, 7.1
Lower TCO
Platform Support
Spring -2013

List of all failed processes in this Siebel Enterprise List of all users affected by the selected failed process
Dump of activity just prior to process failure
Crash.txt file content for the selected failed process
Lower TCO
Diagnostics
Operational Excellence
• Identify slow running SQL
• Single Siebel Admin view
providing diagnostic view of the
following
• Crash logs embedded in views
• Map to FDR data for last know
user interactions that caused
the crash
• List of users attached to
process that crashed
Key Benefits
• Ability to self-diagnose issues
• Identify user triggering slow
running SQL and help change
user behavior
• Identify users affected by crash
and proactively notify users
Spring -2013

How do we get to Spring Release-2013?
Public Sector/Health
and Human Services
All Other Industries
New Customers Installing Siebel
8.2.2.3
Installing Siebel
8.1.1.10
Existing Customers
7.x, 8.0
Upgrade to Siebel
8.2.2.3
Upgrade to Siebel
8.1.1.10
Existing Customers
8.1*,8.2*
Uptake Siebel 8.2.2.3
with Incremental
Repository
Merge(IRM)
Uptake Siebel 8.1.1.10
with Incremental
Repository Merge(IRM)

Lower TCO
Incremental Repository Merge(IRM)
Spring -2013
Solution Overview: Provide a wizard in Siebel Tools to
deploy and import the innovation packs. IRM is mandatory
to install innovation packs
Key Capabilities:
• With 8.1.1.10/8.2.2.2 all ACRs are bundled up once a
year as an Innovation Pack to reduce multiple steps to
install ACRs
• Comparison between base version, prior customer
repository and Siebel’s new innovation pack content
• Creates a new customized repository – final, copied
and merged repository
• Logical Schema applied to physical database
• Seed data imported (also language-specific seed data)
Why it matters:
• Reduce cost of development uptake of innovation
packs and upgrades and allow customer to go to
market faster

Lower TCO
Spring -2013
Hierarchical Merge Conflict Reports:
Filter Report by choosing
• Siebel and customer modified : These are the ones where
Oracle has changed the same object that the customer has
• Siebel modified: Only Siebel has changed these objects.
• All: Everything in the conflict data report
Report Capabilities:
• Browse Objects like Object Explorer and Filter them
• View Objects and their dependencies
• Asterisks mean that an object the current object depends on
has changed.
• Click Show Dependencies button to see object.
• See what has changed in a dependent object by drilling down
on the parent

Lower TCO
Spring -2013
Workflow/Task Visual Compare
Tool
• The workflow/task difference utility
makes spotting differences in versions
of workflows and tasks easy.
• Select two versions of the same
process or task and right click to
choose Compare ObjectsSelected.
• The version selected first is on the
bottom (usually the new one) and the
version on top is the older version.
• In a step in one version is the color red
it has been deleted from that version.
Yellow means it has been updated.
Green means it is a new step.

Spring 2013 Release and Summer 2013 - Disconnected Mobility
Useful information and trivia
Siebel Pricing Update - New product price line items
• Siebel Bulk Order Capture for Partners
• Siebel Promotion Groups for Partners
• Updated Price: Siebel Bulk Order Capture
• Latest on pricing and migration available here: eSource
Customer Success and reference list
• High Level stories by month and year: Customer Success Stories
Siebel TOI’s for employee’s hosted by OU
• All TOI’s for Siebel available here
Siebel Mobile Disconnected (Summer Release -2013- Beta Program)
• Beta program for disconnected starts April’ 2013

Agenda
• Siebel Overview
• 2012-IP Recap

Siebel Roadmap
• 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
• 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
• 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)
• 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
• 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)
• 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 Roadmap – Fall 2013 Release
• Cross-channel commerce, loyalty
and marketing experience with
Siebel –ATG, WC Sites and Social
integration
• Field Service enhancements
optimized for Smartphones and
tablets
• Improved service experience with
integrated Oracle Knowledge and
social interactions – Phase 2
• Intelligent offer presentment and
execution with Next Best Action
(Siebel-RTD integration)
• eService enhancements
• Social Collaboration with Siebel
• Social Marketing enhancements –
Phase 2
• Banker’s desktop for Financial
Services, Corporate banking for
tablets
• Retail apps for Communications
(Siebel integrated PoS,
Clienteling),
• Disconnected mobile for CG & LS
• Advanced bundling, mobile
commerce and multi-site ordering
for Communications and Utilities
• Improved citizen experience and
case processing for Public Sector
• Function space diary and Loyalty
for Hospitality
• Public Sector eService
enhancements using Open UI
• Performance improvements using
in memory database for caching
• Runtime configuration for Siebel
Tools Extensibility
• Simplified Install process
• Server Management Dashboard
and Views using Open UI
• Enterprise Management user
console for configuration,
monitoring and diagnostics
• Exadata/Exalogic uptake across
industry solutions
• Continued Certifications
• Security Enhancements
Customer
Experience
Industry
Innovations
TCO

Siebel CX Integrations Already Delivered
Oracle Solution Integration Description Integration
Type
Release
Delivered
Status
Oracle Real-Time Scheduling • Advanced Scheduling for Field Sales/Service •Productized Integration •8.1 / 8.2 •Complete
ATG Commerce • Cross Channel OM for Web Commerce (Cross Industry) •Tech Note & Reference Code •8.1 / 8.2 •Complete
Oracle Knowledge Management
• Integrated Contextual Knowledge for Contact center
and Self-Service
•Productized Integration •8.1 / 8.2 •Complete
RNOW • OPA for RNOW Service •Tech Note & Reference Code •8.1 / 8.2 •Complete
Siebel OM to RGBU POS • POS for Siebel Customers •Tech Note & Reference Code •8.1 / 8.2 •Complete
Oracle Policy Automation •Policy Automation for Siebel (OPA & Siebel) •Productized Integration •8.1 / 8.2 •Complete
Real-Time Decisioning •RTD/Next Best Action and Siebel (Siebel & RTD) •Productized Integration •8.1 / 8.2 •Complete
EBS
•Order to Cash for Siebel (Siebel & eBS)
•Product and Customer Master for Siebel (Siebel & eBS)
OSM
•Service Provisioning in Service Industry and Siebel
(Siebel & OSM)
Communications Billing
•Agent Assisted Billing Care in Communications Industry
for Siebel
Utilities Billing
• Order to Bill integration in Deregulated Utilities for
Siebel
Transportation Quoting •Transportation Quoting & Fleet Management for Siebel •Productized Integration •8.1 / 8.2 •Complete
Available Now

Siebel CX Integrations Planned and Underway
Oracle Solution Integration Description Integration
Type
Family
Priority
Planned
Release
Status
Oracle Social Network • Cross team Social Collaboration for CRM
•Tech Note & Reference
Code
•2013 – 1 •IP2013 •In Progress
ATG Commerce
•Cross Channel OM for Web Commerce (Industry)
•Loyalty for Web Commerce
Code
Code
•2013 – 2 •IP2013 •In Progress
Social Relationship
Management
• Personalized marketing campaigns on social
channels
• Listen and Respond in social channels for service
Code
Code
•2013 – 3
•2013 – 4
•8.1.1.10
•8.1.1.10
•In Progress
•In Progress
Distributed Order
Orchestration
• Orchestrating demand capture for Siebel
Commerce
Code
•2013 – 6 •8.1.1.10 •Complete
WC Sites • Personalized marketing content delivery for Siebel •TBD •2013 – 8 •IP14 •In Progress
RNOW
•Empowering Customer Self-Service for Siebel
• Enhanced on-line billing(eBilling) for RNOW
Service
Code
Code
•2013 – 9
•2013 – 10
•2013 – 12
•IP2013/14
•IP2013/14
•IP2013
•In Progress
•In Progress
•In Progress
Real Time Decisions • Next best action and recommendations for Siebel
Code
•2013 – 11 •IP 2013 •In Progress
Geo-Spatial • Geo Spatial Visualization for Siebel •Tech Note •2013 – 14 •IP 2013 •In Progress
Click to Call / Chat • Integrated Click to Call / Chat for Siebel •Tech Note •2013 – 15 •IP2013 •In Progress
Planned

Summary
Siebel Innovation Themes
– Usability - New modern User Interface – Open UI supporting multiple browsers and devices
– Mobility - New Mobile Solutions including disconnected mobile for all industries supporting iOS, Android and
Windows devices
– Social – Monitoring and Social Engagement using SRM and Social Collaboration using Oracle Social Network
– Continued investment in CME, FINS, HTIM, PS, LS, CG
– Deliver key industry capabilities in Communications that covers advanced bundling, mobile commerce and
multi-site ordering for Utilities
– Improved citizen experience and case processing , appeals Management, Case State and Temporal Event
Management for Public Sector
• Total Cost of Ownership
– Extensibility enhancements to Siebel Tools for reduced development and upgrade costs
– Continued Support for multiple Databases, Operating systems and middleware systems
– Virtualized solution - Oracle VM containing Siebel mid-tier application and database templates

Upcoming Product Direct Sessions
Date/Time Session Title Presenter
March 13, 8:30AM PDT Siebel-ORS integration for Field Service
Mudit Maheshwari / Calvin
Tu / Peter Broughton
March 20, 8:30AM PDT Siebel Customer Experience Update Uma Welingkar / Joe Blau
April 3, 8:30AM PDT Siebel Reference Showcase
Scott Eggleston / Allison
Woolsey
April 17, 8:30AM PDT CRM Industry Update David Fan
May 1, 8:30AM PDT
Siebel Industry Solution Demo - Open
UI – Partners
David Fan / Industry Team
May 15, 8:30AM PDT CRM On Demand Reference Showcase
Scott Eggleston / Allison
Woolsey
June 5, 8:30AM PDT CRMOD Mobility - Hosted iSales Raj Aggarwal / Joe Blau
June 19, 8:30AM PDT Siebel IP13 - What's coming in 2H 2013 Aaron Shidler

Questions?

Siebel CRM Strategy and Roadmap

Recomendados

Recomendados

Más contenido relacionado

La actualidad más candente

La actualidad más candente (20)

Destacado

Destacado (7)

Similar a Siebel CRM Strategy and Roadmap

Similar a Siebel CRM Strategy and Roadmap (20)

Más de Ilya Milshtein

Más de Ilya Milshtein (7)

Último

Último (20)

Siebel CRM Strategy and Roadmap