Siebel crm strategy and roadmap ()

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 Oracle’s products remains at the sole discretion of Oracle.
Oracle Confidential – Restricted 3

Program Agenda
Strategy
Roadmap: Industry Applications
Roadmap: Automation Agility
1
2
3

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 5
Siebel CRM Infographic
21 years delivering
the best-in-class CRM
19
Oracle Global Data
Centers –
Deploy OnPremise
or Hosted Cloud
22
Languages
in a single repository
Successful Siebel
CRM Customers
6000+
worldwide
6
Oracle Cloud CX Suite
integrations available
21
Industry specific
applications

Siebel CRM customers are working with the latest release (8.1.x/8.2.x)
89%
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

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 7
Sample Siebel CRM Success Stories for CX
Oracle Confidential – Restricted
Siebel & Oracle Social Cloud
Siebel CRM (IP2014)
Social Customer Service
Multiple Brands
Multiple Regions
Service Excellence
Service Cloud
Knowledge Management
Self Service
Siebel & Cloud
Sales Cloud
Marketing Cloud
Open UI Customer Portal
Financial Services
Open UI eEvents Portal
Global Loyalty programme
Siebel CRM
Large (70m members)
Loyalty programme
Oracle Cloud Hosted
(Admiral Club)
Siebel Communications
Largest Telco in Australia
Open UI B2B Sales platform
Sophisticated Order Capture
and Bundling process
Open UI
Financial Services
Large user base (30k)
Public Sector Portal
Oracle Policy Automation
Partner Relationship Management
Obamacare
Healthcare.gov
Siebel Loyalty
Siebel CRM
Large (32m members)
Loyalty programme
Oracle Cloud Hosted
Siebel Financial Services
Siebel CRM
Incentive Compensation
Siebel Automotive
Dealer Management System
Automated Service &
Logistics
1600 Dealer locations

Sample Large Siebel Deployments
18,000
24,000 24,000 25,000
28,000
33,000
40,000 40,000
50,000
54,000
0
10,000
20,000
30,000
40,000
50,000
60,000
Users
Financial Services
Public Sector
Automotive
Life Sciences
Telco
High Tech
Retail

Cloud Enabled
Managed Cloud Hybrid Cloud
Integrated Oracle CX Cloud solutions to
augment Siebel CRM
Move your deployment to the cloud on
the latest versions of Oracle software
Infrastructure Cloud
Leverage cloud infrastructure platforms
with your Siebel CRM application*
* Roadmap

@ Oracle (Private Cloud) @ Partner (BPS)
Siebel Customers Deploying in the Cloud

Oracle CX Portfolio
12
The Automation Imperative
WEBCONTACT
CENTER
SOCIAL
MOBILE
FIELD SALES
FIELD
SERVICE
STORE
IOT
COMMON MODERN
USER INTERFACE
CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED API’s COLLABORATION ANALYTICS
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
PLATFORM AS A
SERVICE
SIEBEL CRM

From Here to Infinity: The Internet of Things
Intelligent Devices Big and Fast Data Responsiveness
High Frequency
Analysis for instant
evolution, decision
making and
automation of
information flows
Always available
Local store and
Local decision making
True customer service
differentiation enabled
by easy access to
applications, processes
and services
Data to Fuel the Services
Value From Services

Siebel Strategy
Simplicity with Sophistication
Customer Experience
Industry Innovation
Business Agility
Cloud Ready, IoT Services & Systems
2011-2016
2014-2018
2016-2022+

Applications Unlimited
Siebel CRM Roadmap – Endurance with Agility
15
2022+2015 2016 2019
Annual Innovation Packs (IPs), Monthly Patch Sets
2013 2014 2017 2018
CX Augmentation
IP2013
IP2014
IP2015
IP2016*
IP2017
IP2018
IP2019
IP2022+
Simplified UI (Alta)
Agile Development
Run-Time Metrics
Unstructured Data
Usability (Voice)
Agile Upgrades
Open UI
Mobility
Open UI - RWD
Real-Time
Analytics
Mobile 2.0
Application Usage
Capture
20212020
IP2020
IP2021
* 0-12 months
Oracle Social Cloud
Oracle Sales Cloud
Oracle Commerce
Oracle Integration
Cloud Service (ICS)
Oracle Service Cloud
Oracle Documents Cloud
Process Automation
(Cross-Industry)
Machine Learning
(Cross-industry)
Industry-specific
Automation
Industry-specific
Learning
Advance the integration of core Oracle Cloud solutions; adoption of
new Oracle Cloud disruptive technologies, simplified with Oracle (ICS)

Oracle Applications: Current Release and Roadmap
Siebel CRM
• Siebel CRM
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
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 In-
Memory 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
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
Current Release – IP 2015
Q2 CY15
What’s Next
0-12 month planning cycle
Future Directions
0-24 month planning cycle

Industry Applications
Innovation
17
Energy
Consumer Goods
Comm’s
Financial
Services
Chemicals
Aerospace &
Defense
Automotive Eng. & Const.High Tech Industrial Mfg.
Insurance &
Health
Life Sciences
Logistics
Media & Ent.
Retail &
Hospitality
Oil & Gas
Public Sector
Travel & Transp.
Utilities
Wealth Mgmt.

Communications
Simplified Business Processes
• In-memory Upgrade Promotion – Simplified click
stream and improved Response time
Roadmap
• Customer 360
Enhancements
• Guided Navigation for
Quotes and Orders
• Partner Commerce
• Parallel Configuration
of service bundles in a
promotion

Financial Services
• Home view based on day’s top
activities
• 360° Customer View with needs
analysis
• Account Origination
• Rule Based Application Capture
• Guided walkthrough of application
process
Relationship Banker’s Mobile Application

• 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
Integration with OPA for rule based interviews

Public Sector
• 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
Mobile Application for Case Worker

Field Sales
25Oracle Confidential – Restricted
•Search and access account & contact details
•Create and update accounts & contacts
•Add contacts and colleagues to accounts
•View up-to-date customer profiles
Customer
Profile Updates
•Qualify and convert leads to opportunities
•Promote opportunities through sales stages
•Select products
•Convert opportunities to quotes, quotes to orders
•Track orders
Closing Deals
•Create account and opportunity tasks
•Assign and follow-up on tasks with colleagues
•Setup appointments with colleagues and contacts
Tracking Tasks
to Completion
Disconnected Application for Sales

Field Service
• 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
Improved Field Service Mobile Application

• 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
Customer Self-Service
Self Service Appointment Scheduling

Automation Agility
Roadmap

• 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
29
Open UI browser performance improvements
IP 2013 IP 2014 IP 2014.1 IP 2015 IP 2015.3
1.20% 1.90% 2.00%
27.20%
58.10%
47.10%
69.00%
79.20%
95.50%
98.70%
99% of all Siebel Views under 1 second
< 0.5 sec < 1.0 sec
IP 2013 IP 2014 IP 2014.1 IP 2015 IP 2015.3
1056
924
871
628
509
Avg Response Time (ms)
Avg Response Time (ms)

• 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
Application Usage Pattern
Capture end user patterns, analyze & adapt

• 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%
34
Open UI all the way
IP2016 renders all features using Open UI • Statement of Direction IP2016
Client Platform Support
• Siebel Certifications Download
• Oracle Support Document
1499842.1 (IP2014 Siebel Open
UI Best Practices - Deployment
Guide)

• 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
Redesigned Search on Open UI
Improved usability & productivity

• 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
Siebel Tools with Workspaces
Centrally Managed Source, Versioned & Governed

• Exposes Transactional Data and Repository
Metadata
• Tomcat inside Siebel - Proxy OM to allow Tomcat
management as a Siebel Component
• Stateless REST sessions with (User) Connection
Pooling
RESTful Integration Interface
EAI OM
(SOAP)
AOMAOM
EAI OM
(SOAP)
Integration Cloud
Service
Reverse Proxy
AOM
Siebel Web Engine
(Load Balanced)
Siebel Composer
Other REST based
Clients
EAI OM
(SOAP)
Tomcat Load Balancer
(sticky sessions)
Proxy OM
for Tomcat
Proxy OM
for Tomcat
Proxy OM
for Tomcat
EAI OM
(SOAP)
EAI OM
(SOAP)
EAI OM
(REST)
Stateless Sessions/Connection Pooling
Embedded, Siebel Managed, Standards based
42

Siebel Composer
• Runtime configuration, preview &
deployment
• Drag and Drop UI Design
• Multi user role development
• Private and shared Workspaces for
developer isolation & collaboration
WYSIWYG UI Development
Visual Design
Product

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

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

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
14.00-15.00 Siebel CRM – Meet the Experts Demo grounds - CX Foundation
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
Siebel CRM Sessions
MONTUEWEDTHU

 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
Siebel CRM Resources

Siebel crm strategy and roadmap ()

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