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Siebel Modules

Table of Contents

S i e b e l C o m m u n i c a t i o n s , M e d i a a n d E n e r g y C R M B a s e ________________________ 3
S i e b e l C u s t o m e r O r d e r M a n a g e m e n t A d m i n i s t r a t i o n S e r v e r __________________ 3
S i e b e l A d v i s o r ____________________________________________________________ 3
S i e b e l C a m p a i g n s _________________________________________________________ 4
S i e b e l C o n f i g u r a t o r R u n t i m e _______________________________________________ 4
S i e b e l C T I ________________________________________________________________ 4
S i e b e l S m a r t S c r i p t ________________________________________________________ 5
S i e b e l B i l l i n g M a n a g e m e n t _________________________________________________ 6
S i e b e l C r e d i t M a n a g e m e n t _________________________________________________ 6
S i e b e l C M E C o n t r a c t s ( S i e b e l C o n t r a c t s ) ____________________________________ 6
S i e b e l C M E Q u o t e a n d O r d e r C a p t u r e _______________________________________ 6
S i e b e l N e t w o r k O r d e r E n t r y _______________________________________________ 7
S i e b e l P r e m i s e s ___________________________________________________________ 7
S i e b e l W o r k O r d e r s ________________________________________________________ 8
S i e b e l E m a i l M a r k e t i n g S e r v e r _____________________________________________ 8
S i e b e l D i a l o g u e M a n a g e r ___________________________________________________ 9
S i e b e l M a r k e t i n g R e s o u r c e M a n a g e r _______________________________________ 10
S i e b e l S e g m e n t M a n a g e r __________________________________________________ 10
S i e b e l M a r k e t i n g S e g m e n t a t i o n F e a t u r e s __________________________________ 10
T e l e c o m M a r k e t i n g A n a l y t i c s F u s i o n E d i t i o n _______________________________ 11
S i e b e l C M E P a r t n e r C o m m e r c e ____________________________________________ 11
S i e b e l C M E P a r t n e r P o r t a l ________________________________________________ 11
S i e b e l S e r v e r E x t e n s i o n s f o r U N I X ________________________________________ 12
S i e b e l E m a i l / W e b O f f e r D e s i g n e r __________________________________________ 12
S i e b e l C o n f i g u r a t o r A d m i n i s t r a t i o n S e r v e r ________________________________ 13
S i e b e l M a r k e t i n g S e r v e r __________________________________________________ 13

Siebel Communications, Media and Energy CRM Base

With the new release of Siebel 8.1.1 for Communications, Oracle provides a best-in-class CRM
solution specific to the Communications, Media and Utilities industries that ensures seamless and
integrated process flows and a superior self-service experience. The CRM solution harmonizes front
and back office processes, while optimizing total cost of ownership through pre-built integrations. This
allows faster time-to-market and improved order accuracy between customer relationship
management and billing systems.
Customer experience is critical in the marketplace, and with new features and critical enhancements
found in Siebel 8.1.1 for Communications, Media and Energy, organizations can dramatically improve
customer satisfaction levels, maximize profitability, and deliver the most personalized and consistent
customer experience at every point of interaction via any desired channel.

Siebel Customer Order Management Administration


Oracle's Siebel Customer Order Management solutions simplify the complex and often frustrating
process of tracking thousands of products across multiple catalogs and systems. They deliver deep
customer insight that enables businesses to dynamically present targeted product bundles, offer
intelligent cross-sell and up-sell opportunities, and achieve optimal prices for products and customer
segments. At the same time, they give employees the information they need to take decisive action
and conduct intelligent interactions with customers. As a result, companies see greater revenues,
reduced operating costs, and higher customer loyalty.

Siebel Advisor
Advisor is the administration environment used to author and maintain interactive selling applications.
Use Advisor to create projects which contain browser-based applications. After you deploy the
project, it is referred to as an Advisor application.
Advisor applications use a Web browser to present product specifications, prices, images,
schematics, applicability guidelines, and other information that customers require to select products.
Advisor can be used to:

 Recommend products services, or a course of action based on user needs

 Select and configure products based on product features and user requirements

Siebel Campaigns
Oracle’s Siebel Campaign Management delivers a comprehensive solution for the complete design,
execution, and management of personalized, permission-based campaigns across all channels of
customer interaction including: phone, direct mail, the Web, wireless devices, email, direct sales and
partner network. With Siebel Campaign Management you can lower costs, shorten campaign
planning and development cycles, and increase responses and revenue while building and enhancing
customer relationships.

Siebel Configurator Runtime

Oracle® Configurator is a strategic guided selling and configuration product providing next-
generation, state-of-the-art configuration technology. Oracle Configurator is a powerful add-on
module to Oracle’s CRM and SCM applications that enable information-driven business processes
which connect, automate, and energize your business.

Siebel CTI
Siebel CTI provides integrated inbound, outbound, and transfer call routing based on comprehensive
information about the customer, agent, channels, and service level agreements, ensuring optimal
productivity for each customer interaction. Siebel CTI helps decrease call times and improve
customer intimacy. It supports off-the-shelf integration with popular CTI middleware providers to
provide integrated call handling, call tracking, and automated screen pop capabilities with a broad
variety of Automated Call Distributors (ACDs). Siebel CTI includes Siebel Adaptive Communications
API, a framework that supports the ability for middleware vendors, systems integrators, consultants,
and customers to integrate additional third-party middleware applications and leverage the features of
Siebel CTI.

Siebel SmartScript
Siebel SmartScript for consistent identification, codification, and recording of adverse events and
You can seamlessly capture and escalate complaints for investigation and regulatory reporting while
maintaining a complete audit trail. This approach increases efficiency and helps you comply with
stringent regulations, thereby avoiding potential penalties for noncompliance

Siebel SmartScript offers the following benefits:

 Software-controlled workflow. Siebel SmartScript enforces the business processes

of the enterprise by means of a script that the call center agent or customer must follow. The
script guides the agent or customer through each step of the appropriate business process,
typically by providing a sequence of questions. Siebel SmartScript selects the appropriate
branch of questions as needed. Branching activity is based on the answers and responses
that the customer or prospect selects.
 Reduced training time.. Siebel SmartScript guides even inexperienced users through a
set process. Users are prompted with what questions to answer or ask, and what information
to read.
 Simple workflow design and implementation. Siebel SmartScript allows
business analysts and call center managers, rather than systems analysts or programmers,
to design and implement the workflow. This capability brings first-hand knowledge to process
definition, allowing business experts to build SmartScripts question by question.
 Intuitive graphical user interface. SmartScript Designer is a visual tool that allows a
script administrator to create scripts by graphically manipulating script elements to define a
workflow. Technical programming skills are not required; however, an analyst who does have
programming skills can use Siebel VB or Siebel eScript to enhance and extend the
capabilities of SmartScripts.
 Personalized interaction. Both the questions that are asked, and the logic of the script
can be adjusted based on customer information or on answers provided previously in the
script. This capability allows a user session using the script to be personalized and effective.
 Dynamic updating. Using branching logic, Siebel SmartScript displays only those
questions in a script that are pertinent to a given transaction.
 Search Center integration. Smartscripts can be searched and displayed in the Search
Center results field. The user can then click the hyperlink and launch the SmartScript.
 Dashboard. Information gained from a SmartScript can be dynamically updated on the
customer dashboard so it can be viewed during the customer interaction.

Siebel Billing Management
Siebel Billing Management serves as a common interface for performing customer billing functions,
such as addressing billing inquiries, issuing adjustments or credits, requesting duplicate invoices, or
changing billing preferences. This provides energy and utility companies with a comprehensive view
of all billing transactions, obviates the need to train agents on multiple billing systems, and
dramatically improves agent productivity. With Siebel Billing Management, energy and utility
companies can

• Track customer billing information and payment history

• Query billing information from billing systems in real time
• Manage billing adjustments and repayment plans
• Enable Web-based bill presentment and payment

Siebel Credit Management

Siebel Credit Management allows service representatives to identify and proactively manage credit-
challenged customers, and minimize losses due to nonpayment. Through integration with legacy
credit applications, service representatives can identify customers with past-due bills, request and
accept payment, create adjustments and installment payment plans, and disconnect delinquent

Siebel CME Contracts (Siebel Contracts)

Siebel Contracts allows service providers to create and manage complex sales contracts and service
agreements. Using Siebel Contract Management, when sales representatives close a sale, they can
quickly generate the appropriate contract using previously collected quote information and apply
standard terms and conditions and service discounts. This functionality dramatically increases sales
efficiency and accelerates the service delivery process.

Siebel CME Quote and Order Capture

Siebel Quote and Order Capture allows users to capture and validate customer orders for energy and
utility products and services. The application manages business rules for product eligibility and
compatibility and automates the process of creating an accurate quote for a bundle of products and
services and generating syntactically correct order information for submission to back-office billing
and provisioning systems. This powerful functionality enhances sales efficiency dramatically, shortens
service delivery cycles, and reduces the number of orders rejected due to entry errors.

Siebel Network Order Entry
The network order entry process is used to configure products that are too large to be configured in
real time with Siebel Configurator.

Large telecommunications networks might have 500 nodes and 1,000 connections, with each of
these components having about 30 attributes.

Siebel Configurator can be used for small telecommunications networks. However, Configurator
validates configuration in real time, and configuring large networks requires so much processing that
real-time validation is not possible.

Network order entry solves this problem by:

 Partitioning the network into a number of components.

 Using Configurator to validate configuration of individual components in real time.
 Using the Compound Product Validation Engine to validate cross-component rules only at
key times, such as when the user clicks the Validate button.

Siebel Premises
The premises functionality of Siebel Communications is used by administrators, such as distribution
network planners, field service engineers, field service operations managers, and managers of
customer service representatives. It is also used by end users, such as customer service
representatives. A premise is an address that identifies a physical location, such as a building,
apartment, land parcel, and so on, to which communications services can be delivered. For
communication businesses, a premise acts as a grouping of service points.

Siebel Work Orders
The Work Orders module in Siebel Communications helps service providers to manage the
components needed to activate a service for a customer. A work order is an action item that must be
completed to implement an order. When an order is submitted, the back-office order processing
system divides it into one or more work orders, based upon criteria, such as service provider or due
dates. A work order has most of the components found in a standard order, but it deals specifically
with those items that are required for the provisioning process.

By creating and tracking work orders separately, you can access the status of a sales order. This is
important because work orders are executed by back-office systems, such as the provisioning
system. Tracking the status of an order gives you up-to-date access to the information related to the
order and can therefore convey it to a customer at any time, either through inbound contact or
through outbound workflow-initiated activities.

Siebel Email Marketing Server

The Siebel Email Marketing Server is a combination of components designed to support high volume,
personalized email messages and track email bounces and click-through responses. The Siebel
Email Marketing Server consists of the following three components, each with its own installer and
each is separate from the Siebel Marketing Server installer:

 The Email Sending Daemon (ESD). Assembles each outbound email message for a
campaign using the email template (HTML or text) and the recipient list, and then sends each
message to your company's outbound MTAs for delivery.
 The Bounce Handler Daemon (BHD). Tracks email messages that cannot be delivered,
parses the returned email messages, and records the cause of the bounce.
 The Click-Through Daemon (CTD). Tracks clicks made by the email recipient on any Siebel-
supported hyperlinks included in the email template.

Siebel Dialogue Manager
Siebel Dialogue Manager provides capabilities for program managers to design powerful multistage,
recurring and event-triggered marketing programs. Program designers who want to implement
sophisticated multi-step strategies can create conditional branching between stages of the program.
Each stage can have its own target audience, schedule, and recurring execution. The program
designer provides great flexibility for scheduling specific steps in the program. Any stage can be
scheduled and repeated independently of other steps in the program, and any step in the program
can be executed in a manual or automated approach, enabling the execution team to better support
the real-life demands of the program schedule. Program Template capability is included for saving
and reusing program designs to reduce the setup time and facilitate repeatable, high quality
execution. Using these templates, companies can provide best practice approaches and share them
throughout the organization. Users with limited training can easily pick from a menu of available
program designs, thus reducing the amount of training required to learn the application.
Administrators can also use templates to ensure that specific settings are always included to maintain
the quality of the process and reduce user errors.
The segment tree designer in Siebel Dialogue Manager enables direct marketers to easily split and
sample segments into highly targeted cells and prioritize these cells for automatic de-duplication. All
of this is handled in context of a defined “eligible audience” which restricts final target lists to
individuals who are identified as being eligible for these marketing communications. Multiple
sampling methods are provided to allow significant flexibility in this process. These include: Random,
Nth, By rank, based on a selected metric, By N-tile, based on a selected metric, By value, based on a
selected metric, and By value range, based on a selected metric.
Once the selected segments have been subdivided into appropriate cells for targeting, the task of
associating these groups with the desired campaign offers is accomplished by simply selecting the
desired combinations using an interactive matrix. For example, a marketer can now more easily split
the result of segmentation criteria into 3 equal groups such as Platinum, Gold, and Silver, split each
of these groups into a 10% random sample control group and remainder group, and then split each of
the final groups by channel preference before assigning the appropriate treatment strategy and offer.
The segment tree designer also makes it easier for marketers to ensure they have created
statistically significant control groups and test cells by providing integrated statistical significance
checking based on inputs selected by the marketer.

Siebel Marketing Resource Manager
Siebel Marketing Resource Manager (MRM) helps organizations plan, align and optimize marketing
resources, improve visibility and control of spending, and accelerate time to market. Siebel MRM
automates key processes including planning, budgeting and financial management; approvals
management; activity management and collaboration; enterprise marketing calendaring; asset
management. When combined with Oracle Marketing Analytics, Siebel MRM offers complete financial
analysis, monitoring, and alerting. It also provides an enterprise platform that enables marketing
teams to use a common language and better coordinate business processes based on best practices
and corporate priorities. With Siebel MRM, organizations are able to optimize resource allocations
and make smarter decisions faster, leading to improved marketing results and greater organizational

Siebel Segment Manager

Oracle's Siebel Marketing Segmentation provides powerful segmentation capabilities enabling
sophisticated marketers to more effectively target relevant messages to the right customers. The
segmentation engine leverages the full power of the Siebel Business Analytics platform so that
advanced metrics, embedded predictive models, and multiple data sources can easily be included in
the targeting strategy.

Siebel Marketing Segmentation Features

Greater Transparency, Greater Insight—the segment designer provides transparency throughout the
segmentation process, giving users the ability to see the impact of every inclusion and exclusion
criteria as these criteria are applied
High-Performance Features—sampled counts and intelligent caching provide an interactive
experience even on very large data sources

Telecom Marketing Analytics Fusion Edition
Telecom Marketing Analytics is a comprehensive analytic solution that provides timely fact-based
insight into the marketing activities of the entire organization. It provides new levels of information
richness, usability and reach to marketing professionals throughout the enterprise. All users, from
marketing executives to marketing analysts, get up-to-the-moment, complete, and in-context
marketing insight—insight that is personalized, relevant, and actionable. The benefits are faster and
more informed decisions that help the marketing organization optimize its resources, reduce costs
and improve effectiveness of marketing activities.

Siebel CME Partner Commerce

Partner Commerce gives partners the ability to drive sales and increase market penetration. They can
browse relevant product catalogs, configure complex products, and directly capture orders from an
easy-to-use, highly configurable user interface. This partner software solution also lets partners order
products for simple inventory replenishment, or take orders on behalf of customers.

Siebel CME Partner Portal

Oracle's Siebel Partner Portal enables companies to share information between partners, brand
owners, and joint customers. Its broad range of data, marketing materials, and selling tools facilitates
the collaborative sales process, while its superior service and problem-resolution capabilities help
partners deliver timely and consistent customer service.

Siebel Server Extensions for UNIX
Siebel Web Server Extension (SWSE) enables communication between Siebel Web Clients and
Siebel Servers. Siebel Business Applications are a family of Web-based applications that users
access through a standard Web browser. Several components work together to deliver the
applications to end users:

 Siebel Web Client. The Siebel application client running in the browser on the end user's
 Web server. Client Web browsers connect to Web servers to access Siebel applications.

Supported Web servers and operating systems include Microsoft IIS (on Microsoft Windows),
Sun Java System Web Server (on Sun Solaris), IBM HTTP Server (on AIX), and HP Apache
Web Server (on HP-UX). Each Web server is covered in the Windows or UNIX version, the
Siebel Installation Guide for the operating system you are using, according to the Web server

IBM HTTP Server and HP Apache Web Server are sometimes referred to as Apache-based
Web servers and share some characteristics.

For details about Web server platform support, see System Requirements and Supported
Platforms on Siebel SupportWeb.

 Siebel Web Server Extension (SWSE). A plug-in extension that runs within the Web
server and that communicates with the Siebel Web Engine (which is part of an Application
Object Manager component, such as Call Center Object Manager) on the Siebel Server.
 Siebel Web Engine. Part of the Application Object Manager component on the Siebel
Server, such as Call Center Object Manager. Provides access to Siebel applications data and

Siebel Email/Web Offer Designer

Built-in , highly scalable personalized email marketing capabilities and Integrated html designer for
web offer and content development

Siebel Configurator Administration Server
Siebel Configurator allows users to interactively configure customizable products when ordering or
generating a quote. Siebel Configurator uses a constraint-based solution engine that resides on the
Siebel Server. This engine evaluates customer choices and generates product configurations that
conform to business rules. Business rules are defined using constraint statements contained in
models stored on the Siebel File System.

Siebel Marketing Server

Siebel Marketing is an application that uses the Communications Outbound Manager and workflow
processes to send outbound communications, in the form of email and fax offers, to potentially large
sets of recipients. (Offers of type eNewsletter also use the email channel.)

Siebel Marketing sends the offer data, optionally with Siebel data field substitution, to recipients
associated with one or more business object instances—such as contacts associated with an
account. Offers use the database tables for communications templates and outbound communication
requests, but do not use the user interface for these elements that is described in this book.

Siebel Marketing administrators must work with communications administrators to create profiles for
the Internet SMTP/POP3 Server communications driver.

And in return it enhaces the efficiency of marketing campaigns.