Siebelcrmstrategyandroadmap 151118120419 Lva1 App6891 2

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Siebel CRMStrategy & Roadmap

George JacobSonia WadhwaDarshan Kumar

October, 2015

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


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Safe Harbor StatementThe following is intended to outline our general product direction. It is inteninformation purposes only, and may not be incorporated into any contract.commitment to deliver any material, code, or functionality, and should not in making purchasing decisions. The development, release, and timing of anfunctionality described for Oracles products remains at the sole discretion

Oracle ConfidentialRest


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Program Agenda

Strategy

Roadmap: Industry Applications

Roadmap: Automation Agility

1

2

3



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

Siebel CRM Infographic

21 years deliveringthe best-in-class CRM

19Oracle Global Data

Centers

Deploy OnPremise

or Hosted Cloud

22Lanin a s

Succ

CRM

600

wo

6Oracle Cloud CX Suite

integrations available

21Industry specific

applications


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Siebel CRM customers are working with the latest release (8.89%SIEBEL CRM SUPPORT MATRIX

SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT

6.x Jun 05 Dec 07 Indefinite

7.5.x Dec 08 NA NA

7.7.x Sep 09 Sep 12 Indefinite

7.8.x May 10 May 13 Indefinite

8.0.x Jan 12 Jan 15 Indefinite

8.1.x Nov 19 Nov 22 Indefinite

8.2.x Nov 19 Nov 22 Indefinite


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Sample Siebel CRM Success Stories for CX


Siebel & Oracle Social CloudSiebel CRM (IP2014)Social Customer ServiceMultiple BrandsMultiple Regions

Service ExcellenceSiebel CRM (IP2013)Service CloudKnowledge ManagementSelf Service

Siebel & CloudSiebel CRM (IP2014)Sales CloudMarketing Cloud

Open UI Customer PortalSiebel CRM (IP2013)Financial ServicesOpen UI eEvents Portal

Global Loyalty programmeSiebel CRMLarge (70m members)

Loyalty programmeOracle Cloud Hosted

(Admiral Club)

Open UISiebel CRM (IP2014)Financial ServicesLarge user base (30k)

P

ObamacareSiebel CRM (IP2014)Large user base (18k)Healthcare.gov

Siebel LoyaltySiebel CRMLarge (32m members)

Loyalty programmeOracle Cloud Hosted

Siebel Financial ServicesSiebel CRM Incentive Compensatio

Siebel AutomotiveDealer Management SystemAutomated Service &

Logistics1600 Dealer locationsLarge user base (20k)


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Sample Large Siebel Deployments


18,000

24,000 24,000 25,000

28,000

33,000

40,000 40,000

50,000

54

0

10,000

20,000

30,000

40,000

50,000

60,000

Users


10/38Copyright 2015, Oracle and/or its affiliates. All rights reserved. |

Cloud Enabled


Managed Cloud Hybrid C

Integrated Oracle CX Cl

augment Sieb

Move your deployment to the cloud on

the latest versions of Oracle software

Infrastructure Cloud

Leverage cloud infrastructure platforms

with your Siebel CRM application*


11/38Copyright 2015, Oracle and/or its affiliates. All rights reserved. |

@ Oracle (Private Cloud) @ Partner (BPS

Siebel Customers Deploying in the Cloud



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Oracle CX PortfolioThe Automation Imperative

WEBCONTACTCENTER

SOMOBILE

FIELD SALES

FIELDSERVICE

STORE

COMMON MODERNUSER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIs COLLABORATION ANALYTICS

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL


SIEBEL CRM


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From Here to Infinity: The Internet of Things

Intelligent Devices Big and Fast Data Respons

High Frequency

Analysis for instantevolution, decision

making andautomation of

information flows

Always available

Local store andLocal decision making

True custom

differentiatiby easy a

applicationsand se

Data to Fuel the Services

Value From Services



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Siebel StrategySimplicity with Sophistication

Customer Experience

Industry Innovation

Busines

Cloud Ready, IoT

2011-2016

2014-2018

2016-2022+



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Applications Unlimited

Siebel CRM RoadmapEndurance with Agility

2015 2016 2019

Annual Innovation Packs (IPs), Monthly Patch Sets

2013 2014 2017 2018

CX Augmentation

IP2013

IP2014

IP2015

IP2016*

IP2017

IP2018

IP2019

Simplified UI (Alta)

Agile Development

Run-Time MetricsUnstructured Data

Usability (Voice)

Agile Upgrades

Open UI

MobilityOpen UI - RWD

Real-Time

Analytics

Mobile 2.0

Application Usage

Capture

20212020

IP2020

IP202

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-

Autom

Advance the integration of core Oracle Cloud solutions; ad

new Oracle Cloud disruptive technologies, simplified with O



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Oracle Applications: Current Release and RoadmapSiebel 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 a pplication 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 su

Improved UX design an

UI framework delivers

mobile applications

Dynamic Bundling to s

of Customizable Produ

Dashboard

Public Sector disconne

Workers

Industry Innovation

Enhancements to Sieb

productivity in the Con

Consumer Goods disco

merchandising to impr

Financial Services disco

integrated with OPA d

Increased Agility

Improved security with

for Call Center and Par

Ongoing improvement

including full WYSIWY

configuration capabilit

Scalable SOAP Interfac

Integration Cloud Serv

Current ReleaseIP 2015

Q2 CY15

Whats Next

0-12 month planning cycle

Futur

0-24 mon


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Industry ApplicationsInnovation Consumer Goods

Comms

Financial

Services

AutomotiveHigh Tech Industrial Mfg.

Life Sciences

Media & Ent. Oil & GasUtilities



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CommunicationsSimplified Business Processes

In-memory Upgrade PromotionSimplified click

stream and improved Response time

Roadmap

Customer 360Enhancements

Guided Navigation forQuotes and Orders

Partn

Paraof seprom



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Financial Services

Home view based on days topactivities

360 Customer View with needsanalysis

Account Origination

Rule Based Application Capture

Guided walkthrough of applicationprocess

Relationship Bankers Mobile Application


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Citizens

Improved service delivery enabling citizens toapply for the benefits

Navigate complex rules

Responsive web design

Government Organizations

Absorb the complexity of constantly changingpolicy rules

Reduce burden on call centers

Ability to audit all decisions / advices made

Application submissions with reduced errors &

missing information

Public Sector


Integration with OPA for rule based interviews


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Public Sector

View and Create Visits and Activities (List & Map)

Collect Victim, Witness, and Offender Details

Collect EvidenceImages, Recordings, Assets

Search and Update Contacts

Document Cases for Court / Police


Mobile Application for Case Worker


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Field Sales


Search and access account & contact details

Create and update accounts & contacts

Add contacts and colleagues to accounts

View up-to-date customer profiles

CustomerProfile 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 Tasksto Completion

Disconnected Application for Sales


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Field Service

View Appointments and Create Visits (List &

Map)

Complete flow for servicing the customer

requestfrom 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


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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

Customer Self-Service


Self Service Appointment Scheduling


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Automation AgilityRoadmap



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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 c

19% improvement in IP2015 patch set 3 comp

The Response Time (RT) gains higher with com

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 2

1056

924871

Avg Response Time

Avg Response Time (ms)


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Analyze usage patterns and intelligently improvecustomer experience

Leverages inbuilt Siebel modules - runtime eventsand workflows

Fully configurable to meet customer needs

APIs exposed to the scripting interface to trackwithin customized functionality

Optional: Ability to import data into reportingtool/data for visual reporting

Application Usage Pattern

Capture end user patterns, analyze & adapt



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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%

Open UI all the way

IP2016 renders all features using Open UI Statement of Direction

Client Platform Suppo

Siebel Certifications D

Oracle Support Docum

1499842.1 (IP2014 Sie

UI Best Practices - Dep

Guide)

https://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=2017902.1:1&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=2017902.1:1&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:15&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:14&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:14&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:14&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:14&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:14&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:14&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:14&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:14&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:14&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:14&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:14&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:14&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1499842.1:15&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=2017902.1:1&action=inlinehttps://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=2017902.1:1&action=inline


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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


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Private & Shared workspaces for configuration

changes

Governance model for improved quality & better

control

Centrally managed for improved reliability &

securityNo local database Aligned with modern SDLC

Foundational building block for Siebel Composer

Siebel Tools with Workspaces

Centrally Managed Source, Versioned & Governed



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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

EAI OM(SOAP)

Stateles

Embedded, Siebel Managed, Standards based


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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 D


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Key Takeaways

Oracle is Committed to Siebel and is delivering many New Pro

Innovations annually

Siebel and CX Cloud solutions are Complementary

Siebel innovation is focused on the Automation Imperative

Significant enhancements in Industry Applications and Autom



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Siebel CRM Online


youtube.com/OracleSiebelCX

oracle.com/siebel

@oraclecrm

blogs.oracle.com/siebelopenui
https://www.youtube.com/OracleSiebelCXhttps://www.oracle.com/siebelhttps://twitter.com/oraclecrmhttp://localhost/var/www/apps/conversion/tmp/scratch_2/blogs.oracle.com/siebelopenuihttp://localhost/var/www/apps/conversion/tmp/scratch_2/blogs.oracle.com/siebelopenuihttp://localhost/var/www/apps/conversion/tmp/scratch_2/blogs.oracle.com/siebelopenuihttps://twitter.com/oraclecrmhttps://twitter.com/oraclecrmhttps://www.oracle.com/siebelhttps://www.oracle.com/siebelhttps://www.youtube.com/OracleSiebelCXhttps://www.youtube.com/OracleSiebelCX


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Time Session # Description Notes

14.15-15.00 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM StrategyGenera

17.15-18.00 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences

Siebel CRM Customer Leaders

General Motors, American Air

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 In

14.00-15.00 Siebel CRMMeet the Experts Demo grounds - CX Foundat

16.00-16.45 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Aus

17.15-18.00

CON5022

Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIM

12.15-13.00 CON9626 Siebel CRM for CommunicationsNow 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 Ange

15.00-15.45 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive: Fiat, Tata Consult

10.45-11.00 CON9632 Modern Banking with Siebel Financial Services Financial Services: Westpac , I

12.00-12.45 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences: Johnson & Johns

13.15-14.00 CON9642 Success stories with Siebel Consumer Goods Consumer Goods: Masan (Hita

14.30-15.15 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility & Upgrade: Insperity, B

Siebel CRM Sessions


MON

TUE

WED

THU


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Siebel CRM CX strategy, solution information, feature videos etc

http://www.oracle.com/us/products/applications/siebel/overview/inde

Oracle Customer and Partner Success Stories (including Siebel CRM)

http://www.oracle.com/search/customers/browse?Ns=InDateMillis%7

For support and training: My Oracle Support - Support Issues (Doc ID 146

https://support.oracle.com/epmos/faces/DocumentDisplay?id=146649

Siebel CRM Resources
http://www.oracle.com/us/products/applications/siebel/overview/index.htmlhttp://www.oracle.com/search/customers/browse?Ns=InDateMillis|1&Ntt=Siebelhttps://support.oracle.com/epmos/faces/DocumentDisplay?id=1466493.2https://support.oracle.com/epmos/faces/DocumentDisplay?id=1466493.2http://www.oracle.com/search/customers/browse?Ns=InDateMillis|1&Ntt=Siebelhttp://www.oracle.com/us/products/applications/siebel/overview/index.html

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