Siebelcrmstrategyandroadmap 151118120419 Lva1 App6891 2

Siebel CRM
Strategy & Roadmap

George Jacob
Sonia Wadhwa
Darshan Kumar
October, 2015
Copyright 2015, Oracle and/or its affiliates. All rights reserved. |
Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for
information purposes only, and may not be incorporated into any contract. It is not a
commitment to deliver any material, code, or functionality, and should not be relied upon
in making purchasing decisions. The development, release, and timing of any features or
functionality described for Oracles products remains at the sole discretion of Oracle.
Copyright 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential Restricted
Program Agenda
1
Strategy
Roadmap: Industry Applications
Roadmap: Automation Agility
Siebel CRM Infographic
21 years delivering
the best-in-class CRM
6
Oracle Cloud CX Suite
integrations available
19
21
Industry specific
applications
Oracle Global Data

Centers
Deploy OnPremise
or Hosted Cloud
Successful Siebel
CRM Customers
6000+
worldwide
22
Languages
in a single repository
89%
Siebel CRM customers are working with the latest release (8.1.x/8.2.x)
SIEBEL CRM SUPPORT MATRIX
SIEBEL RELEASE
PREMIER SUPPORT
EXTENDED SUPPORT
SUSTAINING SUPPORT
GO FORWARD STRATEGY
6.x
Jun 05
Dec 07
Indefinite
Maintain
7.5.x
Dec 08
NA
NA
EOL
7.7.x
Sep 09
Sep 12
Indefinite
Maintain
7.8.x
May 10
May 13
Indefinite
Maintain
8.0.x
Jan 12
Jan 15
Indefinite
Maintain
8.1.x
Nov 19
Nov 22
Indefinite
Incremental Innovation
8.2.x
Nov 19
Nov 22
Indefinite
Incremental Innovation
Sample Siebel CRM Success Stories for CX

Obamacare
Siebel CRM (IP2014)
Large user base (18k)
Healthcare.gov
Siebel & Oracle Social Cloud

Siebel CRM (IP2014)
Social Customer Service
Multiple Brands
Multiple Regions
Global Loyalty programme
Siebel CRM
Large (70m members)
Loyalty programme
Oracle Cloud Hosted
(Admiral Club)
Open UI
Siebel CRM (IP2014)
Financial Services
Siebel Loyalty
Siebel CRM
Large (32m members)
Loyalty programme
Oracle Cloud Hosted
Service Excellence
Siebel CRM (IP2013)
Service Cloud
Knowledge Management
Self Service
Siebel & Cloud

Siebel CRM (IP2014)
Sales Cloud
Marketing Cloud
Open UI Customer Portal

Siebel CRM (IP2013)
Financial Services
Open UI eEvents Portal
Siebel Automotive
Dealer Management System
Automated Service &
Logistics
1600 Dealer locations
Public Sector Portal

Siebel CRM (IP2013)
Oracle Policy Automation
Partner Relationship Management
Siebel Financial Services

Siebel CRM
Incentive Compensation
Siebel Communications
Largest Telco in Australia
Open UI B2B Sales platform
Sophisticated Order Capture
and Bundling process
Sample Large Siebel Deployments

60,000
54,000
50,000
50,000
40,000
40,000
Public Sector
40,000
Financial Services
33,000
28,000
30,000
24,000
20,000
24,000
Automotive
25,000
18,000
Life Sciences
10,000
Telco
Users
0
High Tech
Retail
Cloud Enabled
Managed Cloud
Infrastructure Cloud
Hybrid Cloud
Move your deployment to the cloud on

the latest versions of Oracle software
Leverage cloud infrastructure platforms

with your Siebel CRM application*
Integrated Oracle CX Cloud solutions to

augment Siebel CRM
* Roadmap
10
Siebel Customers Deploying in the Cloud

@ Oracle (Private Cloud)
@ Partner (BPS)
11
Oracle CX Portfolio
The Automation Imperative
CONTACT
CENTER
STORE
FIELD
SERVICE
FIELD SALES
WEB
MOBILE
SOCIAL
IOT
INDUSTRY SOLUTIONS
CX APPLICATIONS
MARKETING
SALES
CPQ
COMMERCE
SERVICE
SOCIAL
MARKETPLACE
CX FOUNDATION LAYER
SIEBEL CRM
COMMON MODERN
USER INTERFACE
CUSTOMER MASTER
DATA AS A SERVICE
STANDARDIZED APIs
COLLABORATION
ANALYTICS
PLATFORM AS A
SERVICE
12
From Here to Infinity: The Internet of Things

Intelligent Devices
Big and Fast Data
Responsiveness
Data to Fuel the Services

Value From Services
Always available
Local store and
Local decision making
High Frequency
Analysis for instant
evolution, decision
making and
automation of
information flows
True customer service

differentiation enabled
by easy access to
applications, processes
and services
13
Siebel Strategy
Simplicity with Sophistication
Industry Innovation
2016-2022+
Customer Experience
2011-2016
2014-2018
Business Agility
Cloud Ready, IoT Services & Systems
14
Siebel CRM Roadmap Endurance with Agility

Annual Innovation Packs (IPs), Monthly Patch Sets
Oracle Service Cloud
Oracle Documents Cloud
Oracle Social Cloud
Oracle Integration
Cloud Service (ICS)
Oracle Sales Cloud

Oracle Commerce
Advance the integration of core Oracle Cloud solutions; adoption of

new Oracle Cloud disruptive technologies, simplified with Oracle (ICS)
CX Augmentation
2013
2014
2015
2016
2017
2018
2019
2020
2021
2022+
Applications Unlimited
IP2014
Mobility
Open UI - RWD
Mobile 2.0
Application Usage
Capture
IP2022+
IP2018
IP2020
Real-Time
Analytics
Machine Learning
(Cross-industry)
IP2016*
IP2013
IP2015
IP2017
Agile Upgrades
Open UI
Simplified UI (Alta)
Agile Development
Run-Time Metrics
Unstructured Data
Usability (Voice)
IP2019
Process Automation
(Cross-Industry)
Industry-specific
Learning
IP2021
Industry-specific
Automation
* 0-12 months
15
Oracle Applications: Current Release and Roadmap

Siebel CRM
Siebel
CRM IP 2015
Current Release
Q2 CY15
Customer Experience
Oracle Cloud application theme for Siebel applications
Disconnected mode for Sales and Service mobile
applications
New JQuery charting framework for Open UI
Industry Innovation
Life Sciences digital content delivery in disconnected
mode
Enhanced HTIM Partner portal with improved
customer experience and persona driven UI
Training Planning and Tracking solution for Clinical
Trials
Increased Agility
Developer preview of Siebel Composer, ability to
configure and deploy the Siebel application with no
downtime and partial ability to configure via a web
browser interface
Enhancements to the patching and annual innovation
pack application process, providing simplicity and
saving time
Embedded EDQ and Data Governance Management
Reporting for improved master data management
Whats Next
0-12 month planning cycle
Customer Experience
Expose Siebel Calendar as a CalDAV server
Usability enhancements to Search & support for external Search Engines
Superior customer experience for Mobile, including support on
Windows & Android
Enhanced modern customer experience for self-service customer and
partner applications using Open UI
Industry Innovation
Support aggregate pricing & de-bundling scenarios for Mobile Wireless
Improved promotion upgrade / downgrade performance using InMemory database
Improved one-click ordering flows for Siebel Communications
Financial Services Application Capture using OPA Integration
Improved case management via Public Sector Self-Service / OPA
Messaging Plan personalization and Call Planning completeness
Self-Service scheduling for appointments
Enhancements to Clinical for improved productivity/quicker end user
decisions
Increased Agility
Siebel Open UI Desktop Integration - Attachment Editing, CTI Hoteling,
Outlook Drag & Drop
Siebel Application Usage Capture to detect & analyze end-user behavior
Siebel Composer Developer Preview II - Parallel development using
workspaces, visual editing of UI artifacts
REST Interface and integration with Oracle Integration Cloud Services
Future Directions
0-24 month planning cycle
Customer Experience
UI enhancements to support complex ordering scenarios
Improved UX design and continued investment in Open
UI framework delivers superior user experience for
mobile applications
Dynamic Bundling to simplify deals, Parallel Configuration
of Customizable Products and enhanced Customer 360
Dashboard
Public Sector disconnected mobile application for Case
Workers
Industry Innovation
Enhancements to Siebel Communications to increase
productivity in the Contact Center
Consumer Goods disconnected mobile application for
merchandising to improve sales effectiveness
Financial Services disconnected mobile application
integrated with OPA disconnected
Increased Agility
Improved security with Account Contact authentication
for Call Center and Partner applications
Ongoing improvements to Siebel Composer Mode,
including full WYSIWYG editing of UI artifacts and full
configuration capability in the web interface
Scalable SOAP Interface and integration with Oracle
Integration Cloud Services
16
Public Sector
Aerospace &
Defense
Financial
Services
Wealth Mgmt.
Insurance &
Health
Life Sciences
Consumer Goods
Travel & Transp.
Retail &
Hospitality
High Tech
Industrial Mfg.
Automotive
Eng. & Const.
Logistics
Media & Ent.
Utilities
Oil & Gas
Energy
Chemicals
Industry Applications
Innovation
Comms
17
Communications
Roadmap
Simplified Business Processes
Customer 360
Enhancements
In-memory Upgrade Promotion Simplified click
stream and improved Response time
Partner Commerce
Parallel Configuration
Guided Navigation for
of service bundles in a
Quotes and Orders
promotion
18
Financial Services
Relationship Bankers Mobile Application
Home view based on days top

activities
360 Customer View with needs
analysis
Account Origination
Rule Based Application Capture
Guided walkthrough of application
process
19
Public Sector
Integration with OPA for rule based interviews
Citizens
Improved service delivery enabling citizens to
apply for the benefits
Navigate complex rules
Responsive web design
Government Organizations
Absorb the complexity of constantly changing
policy rules
Reduce burden on call centers
Ability to audit all decisions / advices made
Application submissions with reduced errors &
missing information
20
Public Sector
Mobile Application for Case Worker
View and Create Visits and Activities (List & Map)

Collect Victim, Witness, and Offender Details
Collect Evidence Images, Recordings, Assets
Search and Update Contacts
Document Cases for Court / Police
21
Field Sales
Disconnected Application for Sales
Customer
Profile Updates
Search and access account & contact details

Create and update accounts & contacts
Add contacts and colleagues to accounts
View up-to-date customer profiles
Closing Deals
Qualify and convert leads to opportunities

Promote opportunities through sales stages
Select products
Convert opportunities to quotes, quotes to orders
Track orders
Tracking Tasks
to Completion
Create account and opportunity tasks

Assign and follow-up on tasks with colleagues
Setup appointments with colleagues and contacts
25
Field Service
Improved Field Service Mobile Application
View Appointments and Create Visits (List &

Map)
Complete flow for servicing the customer

request from request Intake to customer
acceptance and signatures
Integrated with Part Tracker

Option to attach images / recordings to the
Service Request
26
Customer Self-Service
Self Service Appointment Scheduling
Enable users to schedule appointments on their

own
Ability to select suitable slot
Automated allotment of skilled technician
Slots displayed based on availability of

technicians
Optimization of schedules for technicians

using Siebel Scheduler
Reduce workload on call centers
27
Automation Agility
Roadmap
28
Open UI browser performance improvements

60% of all Siebel Views response times are below 0.5 seconds in 15.3
99% of all Siebel Views response times are below 1 second in 15.3
The tests cover 950 Siebel views across all Siebel applications
2x better response time in IP2015 patch set 3 compared to IP2013

19% improvement in IP2015 patch set 3 compared to IP2015
The Response Time (RT) gains higher with complexity
99% of all Siebel Views under 1 second

< 0.5 sec
Avg Response Time (ms)
< 1.0 sec
Avg Response Time (ms)

95.50%
98.70%
1056
924
79.20%
871
69.00%
58.10%
628
509
47.10%
27.20%
1.20%
1.90%
2.00%
IP 2013
IP 2014
IP 2014.1
IP 2015
IP 2015.3
IP 2013
IP 2014
IP 2014.1
IP 2015
IP 2015.3
29
Application Usage Pattern

Capture end user patterns, analyze & adapt
Analyze usage patterns and intelligently improve
customer experience
Leverages inbuilt Siebel modules - runtime events
and workflows
Fully configurable to meet customer needs
APIs exposed to the scripting interface to track
within customized functionality
Optional: Ability to import data into reporting

tool/data for visual reporting
30
Open UI all the way

Statement of Direction IP2016
Client Platform Support
IP2016 renders all features using Open UI

HI applications always render in Open UI
Partner & Customer applications redesigned for
Open UI
Installation/configuration simplified to remove
HI/SI steps
Installed footprint reduced by 40%
Siebel Certifications Download

Oracle Support Document
1499842.1 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)
34
Redesigned Search on Open UI

Improved usability & productivity
Search - Plug and Play framework
Single field search
Search results in dockable pane
OSES and Find as OOTB adapters
Elastic adapter as sample script to showcase plug
& play capability
Type ahead/Autosuggest based on indexed data
40
Siebel Tools with Workspaces

Centrally Managed Source, Versioned & Governed
Private & Shared workspaces for configuration
changes
Governance model for improved quality & better
control
Centrally managed for improved reliability &
security No local database
Aligned with modern SDLC
Foundational building block for Siebel Composer
41
RESTful Integration Interface

Embedded, Siebel Managed, Standards based
Integration Cloud
Service
Exposes Transactional Data and Repository

Metadata
Reverse Proxy
Tomcat inside Siebel - Proxy OM to allow Tomcat

management as a Siebel Component
Stateless REST sessions with (User) Connection
Pooling
Other REST based

Clients
Siebel Composer
Siebel Web Engine

(Load Balanced)
AOM
AOM
AOM
Tomcat Load Balancer

(sticky sessions)
Proxy
OM
Proxy
OM
Proxy
OM
for
Tomcat
for
Tomcat
for Tomcat
EAI
OM
EAI
EAIOM
OM
(SOAP)
(SOAP)
(SOAP)
Stateless Sessions/Connection Pooling

EAI
OM
EAI
EAIOM
OM
(REST)
(SOAP)
(SOAP)
42
Visual Design
Siebel Composer
WYSIWYG UI Development
Runtime configuration, preview &
deployment
Product
Drag and Drop UI Design

Multi user role development
Private and shared Workspaces for
developer isolation & collaboration
43
Key Takeaways
Oracle is Committed to Siebel and is delivering many New Product
Innovations annually
Siebel and CX Cloud solutions are Complementary

Siebel innovation is focused on the Automation Imperative
Significant enhancements in Industry Applications and Automation Agility
44
Siebel CRM Online

oracle.com/siebel
youtube.com/OracleSiebelCX
@oraclecrm
blogs.oracle.com/siebelopenui
45
Siebel CRM Sessions

MON
TUE
Time
Session #
Description
Notes
14.15-15.00
GEN7023
Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success
Siebel CRM Strategy General Session
17.15-18.00
CON7024
Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences
Siebel CRM Customer Leadership Success Panel:

General Motors, American Airlines, Sberbank
11.00-11.45
CON7027
Discover the latest industry solutions with Siebel Mobile
Siebel CRM Mobile Strategy
12.15-13.00
CON7026
Unleashing the power of Siebel Open UI for Business Agility
Siebel CRM Business Agility Innovation Strategy
Siebel CRM Meet the Experts
Demo grounds - CX Foundation
14.00-15.00
WED
THU
16.00-16.45
CON9637
Customer Innovation Showcase with Siebel Open UI
Open UI innovations from Australia DSS, Rabobank
17.15-18.00
CON5022
Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions
Open UI and Oracle Cloud (CIMA & BoxFusion)
12.15-13.00
CON9626
Siebel CRM for Communications Now and into the Future
Communications: Mobilink
13.45-14.30
CON9639
Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes
Public Sector: City of Los Angeles (3Di), Dell Federal
15.00-15.45
CON8927
Fiat Brazil transforms customer care with Oracle CX Suite
Automotive: Fiat, Tata Consulting, Volvo
10.45-11.00
CON9632
Modern Banking with Siebel Financial Services
Financial Services: Westpac , Infosys
12.00-12.45
CON9645
New era for Siebel Life Sciences enriched with Cloud and Mobile solutions
Life Sciences: Johnson & Johnson, Laerdal
13.15-14.00
CON9642
Success stories with Siebel Consumer Goods
Consumer Goods: Masan (Hitachi Consulting), JTI
14.30-15.15
CON9640
Increased Agility enabled by the rapid adoption of Siebel Innovation Packs
Agility & Upgrade: Insperity, Barclays (Oracle Consulting)
46
47
Siebel CRM Resources

Siebel CRM CX strategy, solution information, feature videos etc
http://www.oracle.com/us/products/applications/siebel/overview/index.html
Oracle Customer and Partner Success Stories (including Siebel CRM)
http://www.oracle.com/search/customers/browse?Ns=InDateMillis%7C1&Ntt=Siebel
For support and training: My Oracle Support - Support Issues (Doc ID 1466493.2)
https://support.oracle.com/epmos/faces/DocumentDisplay?id=1466493.2
49

Siebelcrmstrategyandroadmap 151118120419 Lva1 App6891 2

Загружено:

Сведения о документе

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

Siebelcrmstrategyandroadmap 151118120419 Lva1 App6891 2

Загружено:

Авторское право:

Доступные форматы

Siebel CRM

Strategy & Roadmap

Copyright 2015, Oracle and/or its affiliates. All rights reserved. |

Safe Harbor Statement

Roadmap: Industry Applications

Roadmap: Automation Agility

Siebel CRM Infographic

Oracle Global Data

Sample Siebel CRM Success Stories for CX

Siebel & Oracle Social Cloud

Siebel & Cloud

Open UI Customer Portal

Public Sector Portal

Siebel Financial Services

Sample Large Siebel Deployments

Move your deployment to the cloud on

Leverage cloud infrastructure platforms

Integrated Oracle CX Cloud solutions to

Siebel Customers Deploying in the Cloud

From Here to Infinity: The Internet of Things

Big and Fast Data

Data to Fuel the Services

True customer service

Simplicity with Sophistication

Cloud Ready, IoT Services & Systems

Siebel CRM Roadmap Endurance with Agility

Oracle Social Cloud

Oracle Sales Cloud

Advance the integration of core Oracle Cloud solutions; adoption of

Oracle Applications: Current Release and Roadmap

Travel & Transp.

Eng. & Const.

Media & Ent.

Oil & Gas

Simplified Business Processes

Home view based on days top

View and Create Visits and Activities (List & Map)

Search and access account & contact details

Qualify and convert leads to opportunities

Create account and opportunity tasks

View Appointments and Create Visits (List &

Complete flow for servicing the customer

Integrated with Part Tracker

Enable users to schedule appointments on their

Ability to select suitable slot

Automated allotment of skilled technician

Slots displayed based on availability of

Optimization of schedules for technicians

Reduce workload on call centers

Open UI browser performance improvements

2x better response time in IP2015 patch set 3 compared to IP2013

99% of all Siebel Views under 1 second

Avg Response Time (ms)

< 1.0 sec

Avg Response Time (ms)

Application Usage Pattern

Optional: Ability to import data into reporting

Open UI all the way

IP2016 renders all features using Open UI

Siebel Certifications Download

Redesigned Search on Open UI

Siebel Tools with Workspaces

RESTful Integration Interface

Exposes Transactional Data and Repository