……Connect……
• With Other CRM Customers
• With Oracle CRM Experts
• With The Right CRM Sessions
<Insert Picture Here>
Siebel 8.0 ServiceScott NashVice President, Service Applications
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.
<Insert Picture Here>
Agenda
• Call Center Challenges• Delivering Great Customer Service• Siebel Call Center and Service• Contact Center Product History• Virtual Contact Center• Future Trends in the Marketplace
Service and Call Center Industry Trends
Heightened Focus on Cost of Ownership• Economic pressures are squeezing bottom lines and driving a
return to traditional profitability measures
Realigning to be Customer-Focused• “Exceeding customer expectations is a key ingredient in keeping
customers and also is the best way to ensure future competitiveness.” – Call Center Director of Ford Motor Company
• 63% of companies use customer satisfaction metrics to measure return on investment (ROI)*
Seamless Multichannel Relationship Management• Only 41% of businesses are satisfied with the state of online
customer service*
* Results from the Jupiter Executive Survey, Customer Interfact Magazine, August 2001
From Organizational Silos…
Customer
LegacyLegacy
OSSOSS
HRHR CustomCustom
CIFCIF
ERPERP CIFCIF
SCMSCM
CustomCustom
SAPSAP
ERPERP
CustomCustom
ERPERP
LegacyLegacy
Division A Division B Division C
• Disconnected channels
• Fragmented data: No total view of the customer
• Inconsistent, inefficient customer-facing business processes
• Lack of real-time business and customer insight
• Un-integrated systems: No single face to the customer
LegacyLegacyOSSOSSHRHR CustomCustomSAPSAP ERPERP CIFCIF SCMSCM
Process and Data Integration
Division A Division B Division C
…To The Customer-Centric Organization
Business Intelligence and Analytics
Sales, Marketing, Service Best Practices
Multichannel
Customer
Contact Center Challenges
• Managing multi-channel interactions
• Enabling cross-functional agents
• Implementing best practices
• Personalizing every interaction
• Integrating with external applications
Delivering Good Multichannel Service and Streamlined Customer Experience is Challenging
Partners
Agents
Web
In-Person
Product Sales
Campaigns
Warranties
Up-sell Offers
Loyalty Programs
Service Offerings
Fees & Charges
Cross-sell Offers
Account StatusBilling Questions
New Orders
Product Inquiries
Complaints
Help Desk Support
Warranty Service
Account Status
Billing QuestionsNew Orders
Product Inquiries
Complaints
Tech Support
Warranty Service
Help Desk
Shifting the Customer Care Paradigm
Legacy Model
Cost
Vo
lum
e
New Model
High Touch High Cost Not Scaleable
Call Center
Cost
Vo
lum
e
Customer Self-Service
IVR
High Service Low Cost Scaleable
Customer Self-Service
IVR Call Center eService
<Insert Picture Here>
Contact Center Challenges
• Call Center Challenges• Delivering Great Customer Service• Siebel Call Center• Contact Center Product History• Virtual Contact Center• Future Trends in the Marketplace
Provide a seamless, unified customer experience for all customer interactionsregardless of internal organization
Transform customer data into actionable information by providing the right informationto the right person at the right time
Extend customer understanding throughoutthe enterprise thus enabling all functional areasto make informed, customer-based decisions
The Customer-Centric Enterprise Key Imperatives
<Insert Picture Here>
Contact Center Challenges
• Call Center Challenges• Delivering Great Customer Service• Siebel Call Center and Service• Contact Center Product History• Virtual Contact Center• Future Trends in the Marketplace
Siebel CRM
Service Solution
UnifiedChannelsUnified
Channels
Field Engineers
Partners
Contact Ctr
Web Self Serve
EfficiencyRevenue Satisfaction
InternalDepartments
InternalDepartments
Business Insight &
Mgmt
Analyze, Plan and Manage
Marketing
Sales
Contracts
Finance
Supply Chain
EngineeringIntelligent Service & Sales Offers
SchedulingDashboard
Knowledge Mgt & Business Process Mgmt
Customer Profiles
Service Tools
Offers & Proactive Service
Execute Service
Response
Schedule Service
Measure Customer
Sat
Triage Customer
Needs
CRM ERPCTIFinancial
Siebel Solution Map for Siebel Service Products
Web, emailwireless
ProfessionalServices
EmployeesCall Center
Field Service
Knowledge Management
Service Assistant
Intelligent Call Scripting
Assignment Management
Global Time Zone Support
Graphical Workflow
Real-time escalation and notification
Business Management and
Development
Service Effectiveness
Know Your Customer
Best Practices
Customer Dashboard
Customer Satisfaction Surveys
Personalization
Targeted Campaigns
Multimedia screenpops
Account Management
Customer Satisfaction Metrics
Contact Management
Service Request Management
Contracts & Agreements
Asset & Warranty Management
Dispatch & Scheduling
Problem Resolution & Solution Management
Project Management
Parts & Logistics
Multichannel Service Encyclopedia
Advanced Linguistic& Proximity Search
Self-learning knowledgebase
Data Quality
Activity Management
FAQs and Solutions
Message Broadcasting
Multichannel Analytics
Opportunity & Pipeline Management
Employee Effectiveness
Partner Effectiveness
Pre-built Reports
Expense Reporting & Management
Time Management
Global Deployment Support
Supply Chain Content ProvidersBilling
Rela
tion
sh
ip M
an
ag
em
en
tC
ha
nn
el
Legacy Systems Wireless ProvidersHR
Manufacturing
Finance
Bac
k
Offic
e
Spell Checking
Partners
Service Analytics
Order & RMA Tracking
Multichannel Universal Queuing and Routing
Service Anytime, Anywhere
Integrated Multichannel Support• Comprehensive Integration of Work Across All Channels
• Channels include: Voice, Email, Web (Chat and Co-browsing), VoIP, and Fax
• Universal Queuing• Off-the-Shelf, Certified Computer Telephony Functionality • Screen Pops• Integrated Multichannel Communications Toolbar• Hoteling and Multi-tenancy Capabilities• Customer Interaction History Activity Tracking• Fully Configurable
Customer Dashboard
• Immediate customer recognition• Track key customer information throughout an interaction • Quick navigation to customer information increases productivity• Completely configurable to display information
Email Management
Complete e-mail response managementAdvanced Linguistic Analysis
• Auto Response• Auto Suggest• Intelligent Routing• Self-learning Technology
Spell CheckingAutomated Workflow
• Contact identification and entitlement verification• Queuing and assignment
Seamlessly Integrated • All communication channels• Respond to Email and Web Campaigns• Access to complete customer information
Contact Center Needs for Digitizing Business Processes
Intuitive Interface for Complex Tasks- Ability to guide users through multi-step tasks- Reduce decision making burden on users- Speed time to task completion by minimizing steps
and screen navigation
Data and business logic validation- Enforce all business and regulatory rules- Ensure that task steps are completed in a particular
order
Flexible Design Tools- Ability to model customer facing processes
graphically- Interoperability with other systems during a task- Reduced dependence on scripting to code process
logic
Application Load BalancerApplication Load Balancer
Application ServerApplication Server
UIUI
ServicesServices
Com.Com.ServerServer
CTIDrive
rCom.Com.ServerServer
CTIDrive
r
Application ServerApplication Server
Architected for Performance, Scalability & Availability
Features• Scales vertically by increasing
component instances and processors
• Scales horizontally by distributing instances across multiple servers
• Supports multi-site deployment• Supports heterogeneous
deployment• No single point of failure
Benefits• Solid, future proof 24*7
architecture that can scale to meet the requirements of today as well as tomorrow
Web ServerWeb Server
ServicesServices BrokerBroker
UIUI
(+1) Web Server
Web Server Load BalancerWeb Server Load Balancer
Web ServerWeb Server
Resilient pool of web servers
Application Server
+ 1
Com.Com.ServerServer
CTIDrive
r
Resilient pool of application servers
BrokerBroker
CTI MiddlewareCTI Middleware 1
CTI MiddlewareCTI Middleware 2 CTI Middleware
Hot Standby
PBX/ACD/VoIP PBX/ACD/VoIP
Phone Phone Phone
Com.Com.ServerServer
CTIDrive
r
Siebel CRM 8.0 – Proactive CRMCommitment to CRM Innovation
EmpowerUsers
SuperiorOwnershipExperience
EnableBusiness
Responsiveness
• Business Process Agility
• Real Time Intelligence• Real Time Decision
• Flexible Support for Complex Tasks• Task-based User Interface
• Fully-integrated Enterprise Search
• Application Deployment Management
• Open, SOA-based Web Services CRM
Self Self ServiceService
Custom
Self Service
Custom
Self Service
CRMCRM
Packaged CRMPackaged CRM
ERPERP
Packaged ERPPackaged ERP
LegacyLegacy
LegacyLegacy
Process Focus: Application Confusion
• User Drives the Process
and Business Rule
Enforcement
• Processes Change Difficult
and Costly
• ‘Bolt-on’ Analytics Provides
Transactional Reporting
• Siloed, Function-specific
Applications
• Logic and Data Replicated
Across Multiple Systems
• Monolithic Applications
Focused on Data Capture
and Display
Process Focus: Application Simplification
Self Self ServiceService
Custom Self ServiceCustom Self Service
CRMCRM
Packaged CRMPackaged CRM
ERPERP
Packaged ERPPackaged ERP
LegacyLegacy
LegacyLegacy
Customer-Driven Business Processes
Task Flows, Process Flows and Insight-Driven Dashboards via Analytics
Universal Master Data and Integration
Task interface guides users through consistent and efficient processes
Centralized business processes consolidate application logic
Accurate customer information and integrated applications
Siebel 8.0 Task-Based User InterfaceEmpower Users
Capabilities• Dynamic user interface guides users
through key tasks • Advanced Decision Logic and
Branching• Integration to External Data or Logic• Validation to enforce rules
Benefits• Improves ease of use• Standardization of processes• Improves Data quality through
consistent capture• Lowers training costs
Increasing productivity and accelerating adoption
How does Task UI relate to other task-related UI metaphors?
Task UI is an augmentation not a replacement.
Feature Sweet Spot Advantage Disadvantage
iHelp • Train users to perform actions that can be done more efficiently in ad hoc UI
• Administrators need to make very frequent updates
• Leverages ad hoc UI• Changes in production
are low risk and can be done by administrators
• Doesn’t keep state outside of process
• Doesn’t enforce sequence of actions or business logic
Smart
Scripts
• Call center scripts used for data gathering
• Administrators need to make very frequent updates to questions
• Explicit Q&A orientation optimized for simple Call Center tasks
• Changes can be made in production
• Heavy reliance on scripting• Doesn’t participate in
integration infrastructure, long running flows
• Can’t be paused, resumed• Inflexible layout
Interactive Flows
• Simple guided navigation in SI and SI+ application flows
• Works in SI and SI+ • Requires custom buttons to drive navigation
• Doesn’t support delayed commit
Siebel 8.0 SearchEmpower Users
Significantly Enhanced Search• SOA-based search integration
supports integration to existing enterprise search engines
• Supports Oracle Secure Enterprise Search (SES) and FAST Enterprise Search
• Visibility rules applied to search criteria so users only see results that they are entitled to see
8.0 Search Integration
• Supports external data sources. “Play the data where it lies.”
• Search across internet and intranet
• Search across file systems
• Integration with other applications
Siebel 8.0 Feature Set
Sales andMarketing
SFA•Territory management•E-mail list management integration to task UI•PMP/ESP methodology support•Product quality forecasting
Pricing•Simplified pricing administration
PRM•Partner Agreements•Partner Program enhancements
Web Channel•Web enablement of C/OM•Web Services support
Service Tasks•Field Service Activity to Invoice•Managed Service Contracts•Wireless Order Management•Search Integration•Inbox Item Transfer•Wireless Store and Forward to Web Client
Handheld•Next Generation UI•Nomadic Users•Device Management
Application Usability•Case/accent-insensitive Queries•Enhanced Search (FAST)•Centralized Audit trail including UI display•Data Quality•Territory Management
Development Usability•Tools Multi Object UI & Canvas improvement•BPM analyst mode in Siebel Tools•Task based UI•Test Express•Application Deployment Manager•Rules Engine
Mission Critical Operation•Multi-server install•Multi-server Quick Fixes & Fix Packs•Monitor changes to configuration•Dynamic parameter configuration•Monitoring, Diagnostic Management and performance Analysis via Mgmt Console
Wireless enhancement•Support for more wireless devices
ServiceAnd Mobility
EnhancedUsability
MissionCritical
39
Siebel Business Analytics Enable Business Responsiveness
• Comprehensive suite of enterprise analytic applications
• Actionable information for all users
• Rich, real-time insights from all enterprise data
• Next-generation BI platform
Siebel eService
• 24-Hour Web-based Customer Service• Secure, Personalized Support Experience• Self-Service
• Integrated Knowledge Bases, FAQs and Troubleshooting Guides
• Case, Order, and RMA Tracking• Web and Wireless Access
• Assisted-Service • Real-time interaction with live agents • Web browser sharing and page pushing • On-line chat• Voice over IP• Complete desktop and application sharing
<Insert Picture Here>
Contact Center Challenges
• Call Center Challenges• Delivering Great Customer Service• Siebel Call Center and Service• Contact Center Product History• Virtual Contact Center• Future Trends in the Marketplace
Siebel CRM Product Roadmap
Q3 2002 Summer 2003 Spring 2004 Spring 2005
Siebel 7.5 Siebel 7.5.3
• Best Practice Business Processes
• Web Services Support
• Performance Enhancements
• Unicode Support
TCO Improvements
Performance and Usability
New Functionality
Innovative Industry Functionality
Deeper CRM, Analytics
World Class Marketing
Continued TCO Improvements
Continued Usability and Performance Improvements
Siebel 7.7 Siebel 7.8 Siebel 8.0
World Class Customer Order Mgmt
Industry Apps Enhancements
Deeper Industry Analytics
Make CRM Smarter
Enhanced Integration and Web Services Support
New Task Oriented User Interface
Application Change Management
Improved Monitoring and Diagnostics
New Search interface
Customer Facing Web Services
Next 12 months
<Insert Picture Here>
Contact Center Challenges
• Call Center Challenges• Delivering Great Customer Service• Siebel Call Center• Partners• Contact Center Product History• Virtual Contact Center• Future Trends in the Marketplace
Siebel CRM On Demand
Embedded Analytics withBuilt-in Data Warehouse
Customization, Integration & Extension
World-Class Hosting Infrastructure
SalesMarketing Service
Built-in Contact Center
Industry Specific CRM
Flexible Deployment Options
On PremiseApplications delivered to customer sites
Oracle On Demand
Applications hosted and managed by Oracle/Siebel
HybridIntegrated on-premise and on-demand solutions
Contact Center Challenges – What Companies Face Today …
Route toAgents
ACD
PBX
IVR
CRM
OnlineChat
RecordingSelf-
Service
Reporting
CTILink
Voice
VM
IVR
Web
Fax
CallCenter
OnDemand
Sales Reps
Users only need Internetaccess and a phone
ServiceReps
Siebel CRM Call Center On Demand
Key capabilities: • Hosted Automated Call
Distribution (ACD)• Hosted Interactive Voice
Response (IVR)• Hosted Multi-Channel
Communications• Hosted Computer Telephony
Integration (CTI) with CRM
A hosted customer communication platform that enables companies to deploy a contact center for customer service & sales without the traditional cost and complexity.
Siebel CRM Call Center On Demand New Solutions through Innovation
Call Center
On Demand
Siebel CRM Call Center On Demand New Solutions through Innovation
How Ingersoll-Rand Uses Siebel CRM On Demand & Siebel CRM Call Center On Demand
ProblemNeed for fast, easy deployment and competitive advantage
SolutionHybrid Siebel CRM, integrated with Oracle back office + Siebel Analytics
Results
-- First-to-market with new product
-- Higher user adoption (4 LOBs)
-- Contact Center live in 3 days, supported 50x increase in calls
• CRM & Call Center On Demand for speed-to-market, hardware cost savings & and new product intro
• Siebel on-premise & Analytics for Sales, Field Service, Marketing
• Integrate 1,000s of users to Oracle back office via Fusion middleware
Cross Sector Leads, Opty. Mgt.
Industrial
Security
SiebelOn Premise
SFA, FSvc., Mktg.
SiebelOn Premise
SFA, FSvc., Mktg.
CRM OnDemandCRM OnDemand
CRM Call CenterOn Demand
CRM OnDemandCRM OnDemand
CRM Call Center On Demand
CRM OnDemandCRM OnDemand
CRM Call CenterOn Demand
Climate ControlService Flows, Compliance,
Basic Opty. Mgmt.
For More Information
http://search.oracle.com
or
http://www.oracle.com/
Back-up Slides
<Insert Picture Here>
Contact Center Challenges
• Call Center Challenges• Delivering Great Customer Service• Siebel Call Center• Partners• Contact Center Product History• Virtual Contact Center• Future Trends in the Marketplace
The Virtual Contact Center will become a reality
• Agents Anywhere• Switchless Contact Center• Just-in-time Service• Coaching Anywhere• IVR in a Box• Advanced Analytics (RTD)• Real-time Contact Center Management
What is important to you?
• Voice Recognition?• Asset Management/Telematics?• IVR?• VOIP/Skype integration?• Homeshoring?• Hosted, multi-tenancy?• Workforce Management?
CRM Service Analytics
Complete analysis of the business aspect of the services organization. Includes analysis of the call center and field service business to understand the true cost to serve in a complex service business
Enterprise Contact Center Customer ServiceFoundational application which enables the measuring and managing of multi-channel contact center operations, key business processes and activities.
Enterprise Contact Center and Agent PerformanceProvides increased operational effectiveness through detailed staffing, headcount and scheduling analysis.
Enterprise Contact Center Service and Delivery CostsProvides business optimization though a complete view of initial incident to issue resolution with detailed costing data for an entire service including field service delivery activities.
Enterprise Contact Center SalesProvides increased business value through complete campaign and sales performance insight by agent and across customer, product, service and region.
Service Analytic ApplicationsComplete solution for entire service lifecycle
Siebel Service Summary
• Lowest Total Cost of Ownership• Market-leading Breadth and Depth of Functionality• Focus on 100% Customer Satisfaction • Fully Integrated Customer communication channels• Highly Interactive, Smart Web Applications• Unrivaled Global Deployment Support• Unique Industry-specific Applications
Other Sessions of Interest
• NYC 311 Case Study: Implementing Citizen-Centric Government• 10/24 1:45 pm Moscone West Room 3016
• Customer Panel: The Secret to Managing Successful Contact Centers• 10/25 11:30 am Moscone West Room 3010
• Contact Center and Service Analytics: Today’s Market and Tomorrow’s Possibilities• 10/25 2:30 pm Moscone West Room 3022
• Exceed Customer Expectations with Siebel Contact Center Technology• 10/25 4 pm Moscone West Room 3020