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The Worlds Leading Provider of
eBusiness Applications Software
Siebel eMail Response
Chicago User Week
Mark Woollen
Group Manager
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Customer-centric eBusiness
CustomerInformation
CUSTOMERS
CHANNELSCOMPANY
Product
Geography
Employee
BestPractices
Web & Email
Call Center
Field Sales
Partner
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Key Siebel 7 Themes
Smart Web Architecture
Application NetworkSupport
Simultaneous Supportof Platforms and Languages
New Functionalityand Verticals
Siebel Employee RelationshipManagement Product (ERM)
Automated Upgrade
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Siebel 7Industrys Best CRM at Lowest TCO
Faster Deployments and Return
on Investment
Lower Customization Costs
Higher User Acceptance
Lower Deployment Costs
Lower Integration Costs
Lower Upgrade Costs
Lowest Deployment Risk
Unrivaled Breadth and Depth of eBusiness
Application Functionality
18 Pre-Built Industry Applications
Smart Web Architecture provides unequaled
interactivity and usability Smart Web Architecture provides zero
footprint, zero install browser basedapplications
Application Network Support better
integrates to customers existing applications,information bus, and standards
Automated Version Upgrades
Customer Proven 3,000 industry leaderstrust Siebel to power their business
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Application Network
CRM
ERP
PUBLICINTERNET
COMPANYWEBSITE
BILLING
REAL TIMECONTENT
DESKTOP /EMAIL
PRODUCT Firewall
ERM / Portal
HR
PARTNERPORTAL
TRADINGPARTNERS
OTHER SYSTEMS CUSTOM /LEGACY
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Key Siebel 7 Themes
Smart Web Architecture
Automatic Upgrade
Market-Leading Breadth & Depth of
Functionality Only Industry-Specific eBusiness
Applications
Unrivaled Global DeploymentSupport
Most Complete MultichanneleBusiness Applications forcustomers, partners and employees
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Siebel 7Smart Web Architecture
Highly Interactive
Zero Footprint
Intuitive
Network Savvy
Personalized
Built in PortalFramework
Mobile, Connected
and Wireless Web
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Siebel eMail Response 7
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Siebel eMail Response 7 Objectives
Incorporate Natural Language Processing to improveproductivity and enhance customer satisfaction
Deliver zero-footprint Web applications that provide endusers with an easy-to-use and highly interactive Web client
Provide out-of-box, workflow driven routing and queuingof emails to enable rapid deployment and reduce cost ofownership
Deliver Spell Checking capabilities to enhance theprofessionalism of emails sent to customers
Deliver integrated Universal Queuing to route the rightemail to the right agent at the right time and increaseproductivity while improving response times and accuracy
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Siebel eMail Response 7 Overview
Most comprehensive solution for managing high volumes
of customer email
Complete eMail Response Management System
Advanced Linguistic Analysis
Spell Checking
Automated Workflow
Universal Queuing
Seamlessly Integrated
Unmatched multi-channel support
All Communication Channels
Handles eMarketing Campaigns
Critical Customer Information
Immediate and measurable business impact
Dramatically lower cost per contact with Smart Answer
Improve customer satisfaction with multichannel capabilities
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Siebel Solution Map for Multichannel Call Center/Support
Extended
Service
Providers
Web/
Email /
Wireless
Consul tants
/Par tner s
Call
Center
Service Analytics
HR Mgmt.Financial PlanningSupply Chain
ManagementLogistics ManagementProduction PlanningEnterprise Management
Application Network Architecture
Field
Service
Identify and
Deliver SolutionCustomer Intent
Intelligent
Routing/Assignment
Feedback / Up-
sell/Cross-Sell
Problem Resolution/
Escalation
Customer
Identification
Problem
Resolution
Knowledge Base
Access Problem ReportingFeedback / Up-
sell/Cross-SellContact Live SupportAccount
Management
Queuing and
Assignment
Workflow Driven
RoutingLinguistic Analysis
Feedback / Up-
sell/Cross-Sell
Auto Response/
Assisted ResponseIncoming email
Identify and
Deliver Solution
Service/Sales
History
Access Knowledge
Repository
Feedback / Up-
sell/Cross-Sell
Problem Resolution/
Escalation
Problem
Identification
Channe
lo
fC
on
tac
t
Workflow
DesignerUniversal Queuing Content Analysis
Application
Integration
Middleware
SupportLegacy Integration
Platform
Support
Declarative Data
Transformation
Industry Standards Support
(XML, BizTalk, COM, CORBA, MQ)Oracle Connector
PeopleSoft
ConnectorSAP Connector
International
Support
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eMail Response Customer Service and Support
Support for
popular mail
servers
SMTP/
POP3
support Supports
multiple
Response
Groups
Robust
Communicati
ons Server
Proven HighPerformance
Highly
Scalable
Reliable
Auto
Acknowledge
Incoming Email
20 out-of-box
routing rules
and best
practices
Graphical
WorkflowDesigner
Automatic
Escalation
Multichannel
routing
Routing
based on
customertype
Email history
Routing
based on
Language
Routing
based on
Category
WorkflowDriven Routing
Natural
Language
Processing
Categorizes
Intent of
Email Semantic
Analysis
Contextual
Analysis
Morphologi-
cal Analysis
Conceptual
Modeling Intelligent
Routing
Support for
Multiple
Languages
Automatic
Language
Recognition
LinguisticAnalysis
Assignment
Manager
Universal
Queuing
Multichannel
Routing andQueuing
Integrated
Workflow-
based
Routing
Rules
Real-time
Routing ofEmails
Unified
Admin.
Skills-based
Routing
Workload-
based
Routing
Queuing &Assignment
Auto
Response
Auto Suggest
Self-Learning
Response
Templates
Hierarchical
Categories
Optimized UI
Default
Solutions
Templates
Support for
Multiple
Languages
Spell
Checking
Service
Request
Management
Entitlement
Verification
Auto Response
/ AssistedResponse
Self-Learning
Knowledge-
base
Customer
History
AccountManagement
Opportunity
Management
Audit Trail
Campaign
Management
Search
Center
eMarketing
Integration
Analysis and
Reporting
Feedback / Up-sell/Cross-Sell
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HRCRMERM /
PortalERP
Partner
Portal
Trading
Partners
Siebel Application Network Support
Information Bus
MQ
Tibco
Vitria
Webmethods
XML
Firewall
Custom /Legacy
Desktop /
Real Time
Content
Company
WebsitePublic
Internet
Product
Billing
Other
Systems
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Strategic Partnerships with Industry Leaders
Software Hardware Consulting
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Siebel eMail ResponseCustomers
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Natural Language ProcessingSiebel Smart Answer
Businesses Challenge Inability to respond quickly and
effectively
High email volumes
No assistance for novice agents
Manual routing of emailmessages
Difficult to maintain keyword-based routing and responserules
Solution Auto respond to customer
inquiries Auto suggest answers to
agents, speeding processing
Intelligent routing technologyautomatically routes messagesto the appropriate agent
Self-learning technology learns
by watching best agentsrespond to messages
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Zero Footprint Web Client
Businesses Challenge
Large number of software
applications to support on agent
desktops
Growing number of remote, or
mobile users throughout the
organization, strains IT
resources
Solution
HTML client with zero software
installation required Remains highly interactive, with
built-in communications toolbar,
for real-time screen pops
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Graphical Workflow Driven Routing
Businesses Challenge Inability to manage service levels
across channels
Continuously evolving businessprocesses, tax IT department abilityto configure products to accomplishbusiness objectives
Solution Messages routed and managed using
workflow system, including automaticescalation and multichannel queuing
by customer type (platinum, gold,silver)
Intuitive, graphical drag-and-dropworkflow designer enables businessprocess architects to model bestpractices, across organization
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Spell Checking
Businesses Challenge Agents with limited writing ability required
to provide professional, written responsesdirectly to customers
Responses must be crafted in multiplelanguages for publishing internationally
Content management system used togenerate and store content for publicationand retrieval to the extremely large anddiverse audience of Internet users, withlimited capability to review this content
Solution
Out-of-the-box spell checking server,enabled in all eBusiness applications
Support for spell checking in 11international languages
Spell checking engine available in Webclient so content contributors can quicklyreview new content items, ensuring
professional appearance
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Universal Queuing
Businesses Challenge Multiple agent desktop applicationsconfuse agents
Forced to maintain routing rules
separately for each channel
Challenging to blend interactions
across agents, due to different systemsfor each channel
Solution
Reduced response and customer wait
times by balancing priorities amongst
multiple communication channels Maximized productivity across all
channels through central routing and
agents skills configuration
Comprehensive customer interactions
ensured by truly blended agents
Optimized service levels across allchannels through real time reporting
Adaptive Communication APIAdaptive Communication API
Communication Serv erCommunication Serv er
Siebel eBusiness Application ClientsSiebel eBusiness Application Clients
CTIMiddle
ware
CTIMiddle
ware
EmailServer
EmailServer
Fax
Serv
er
Fax
Serv
er
WebCollaboration
WebCollaboration
Othe
r
Othe
r
Universal
Universal
QueueAPI
QueueAPI
Siebel UniversalSiebel Universal
QueueQueue
Adaptive Communication APIAdaptive Communication API
Communication Serv erCommunication Serv er
Siebel eBusiness Application ClientsSiebel eBusiness Application Clients
CTIMiddle
ware
CTIMiddle
ware
EmailServer
EmailServer
Fax
Serv
er
Fax
Serv
er
WebCollaboration
WebCollaboration
Othe
r
Othe
r
Universal
Universal
QueueAPI
QueueAPI
Siebel UniversalSiebel Universal
QueueQueue
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Siebel eMail Response 7 Highlights
Feature Siebel Systems Other Solutions
Multichannel
Integration
Yes consolidated view of customer
across all channels email, voice, Web,
etc. Provide solutions for other
channels via acquired apps
No out-of-box integration
Multichannel
Routing andQueuing
Yes robust, easy-to-use, out-of-box
routing and escalation rules
No enterprise workflow
No out-of-box routing andescalation
Difficult to configure rulesMarketing
integration
Yes out-of-box with Siebel eMarketing No requires costly integration
Keyboard
enabled UI
Yes Siebel is only vendor to provide
full keyboard enablement
Limited keyboard capabilities
hamstrings call center agentproductivity
Smart
Response
Yes Siebel Smart Response delivers
advanced Natural Language Processing
to deliver Auto Response & Auto
Suggest
Cannot scale
Primitive linguistic analysis
Inaccurate and out-of-date
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Siebel Smart Answer 7 Highlights
Feature Siebel Systems Other Solutions
Natural Language
Processing
Yes robust linguistic analysis
leverages Adaptive Knowledge Base
Uses Semantic, Contextual,
Morphological, and Quantitative
Analyses
Some systems use Baesyian
analysis that is static, non-
adaptive, costly to administer,
and requires 2-3 months to
implement
Others use keyword based
systemsSelf-learning Yes enables Knowledge Base to be
up-to-date. Reduces administration
costs
No other systems based on
static knowledge bases that
require extensive administration
and become quickly out-of-dateAuto Response &
Auto Suggest
Yes out-of-box support.
Embedded within workflow forrouting, queuing, and escalation.
Requires custom rules to
implement
Support for
multiple
languages
Yes support for automatic
recognition as well as Auto Response
and Auto Suggest
No other systems support only
a single language or support
only recognition, NOT response.
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The Worlds Leading Provider of
eBusiness Applications Software
Upgrading to SiebeleMail Response 7
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Siebel Application Upgrader
Introduced in 1996 Migrates all
customizations
Supports multiplereleases
Proven throughthousands ofupgrades
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Web Client Migration Wizard
1. Select the types ofcustomizations to bemigrated
2. Choose (customizable)
model applets andviews for each category.These determine theWeb layout of themigrated applets and
views.
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Web User Interface Translations
Siebel 2000 Siebel 7
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Siebel eMail Response 7 Beta Customers
eMail Response
Customer Beta 1 Beta 2 Beta 3
Deutsche Bank Y Y Y
Exodus Y YCMGI Y
Bouygues Telecom Y
PeopleSupport.com Y
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The Worlds Leading Provider of
eBusiness Applications Software
Siebel eMail Response 7Benefits
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Siebel eMail Response 7 Benefits
Criteria Feature Benefit
Multichannel
Integration
SR and Oppty management across all
channels
eMarketing integration
Unified data model
360 view of customer
Reduced integration and
development costs
Rapid deploymentAnalysis &
Reporting
Real-time charts, reports, and Siebel
Analytics provide up-to-the-minute
analysis of inbound email managementby queue
Provides real-time insight into
customer issues across all
channels
Routing &
Queuing
High performance graphical routing and
queuing
Single tool for all channels
Automates processes
Requires no coding
Right email to the right agent at
the right time
KnowledgeManagement
Single knowledgebase for all customercommunication channels
Single customer interaction repository
Consistent answers across allchannels
Reduced cost of ownership
Enterprise
Workflow
Intuitive drag-and-drop designer
Automatic escalation and multichannel
queuing
Integration with non-Siebel events via
Siebel eAI
Workflow spans multiple
channels
Requires no coding
Leverages legacy data
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Siebel Smart Answer 7 Benefits
Criteria Feature Benefit
Auto
Response &
Auto Suggest
Interprets customer questions
Identified correct responses
Provides automated response
Provides suggested responses to
contact center agent
Decreases response time
Increases Accuracy
Reduces required number of
contact center agentsIntelligent
Routing
Automatic identification of customer
questions drives email routing process
Enhances routing
Integrated with AM & UQ
Right email to the right agent at
the right timeSelf-learning
Technology
Observes behavior of best agents
Noninstrusive
Reduce maintenance costs
Adjusts quickly to change
Automatic
LanguageDetection
Automatic detection and categorization
of incoming emails for multiplelanguages
International Support
Language based routing Auto Response in multiple
languages
Dynamic
Response
Templates
Personalized templates
Data dynamically incorporated into
response
Simplifies responses
Auto Suggest can recommend
specific templates
Decreases response time
Increases accuracy
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Siebel eMail Response @ Work
Coca-Cola Deploys Siebele
MailResponse Globally to Improve
Customer Satisfaction
Live on Siebel eMail Response in two divisions:
Fountain Group and Corporate Consumer Affairs
Division.
Fountain Group uses eMail Response to offeroutsource support services to Cokes customers,
turning their customer support center from a cost center
to a revenue center.
Corporate Consumer Affairs Division uses eMail
Response to manage inbound emails from their various
divisions, such as Sprite.com.
Manage approximately 1200 emails/week and can now
handle 5 times as many emails as previously with
more consistent answers
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Siebel eMail Response @ Work
Renault Uses eMail Response Globally to
Offer Customers a Choice
Renault, one of the top six world leaders in the
automobile industry with 4.3 percent of the global
automotive market, designs, manufactures and markets
passenger cars, light commercial vehicles and
agricultural machines
Live Siebel eMail Response, Siebel Call Center, Siebel
eChannel, and Siebel eService in 14 countries and 8
languages
Up to 85 percent of telephone calls are answered in
less than 8 seconds, the company responds
immediately to 80 percent of customer information
requests, and the time it takes to resolve a customercomplaint will be reduced from 30 days to seven
eMail Response used to automatically route customer
responses to an opportunity thereby offering the
customer a choice of channels with which to interact
with Renault, and allowing Renault to improve its
answer rate to mails.
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Quick & Tangible Return On Investment (ROI)
Reduce Cost Auto Response
Auto Suggest
Maximize Revenue Increase through up-sell
Increase through improved customer retention
Lower Total Cost of Ownership
Complete email response management functionality
Out-of-box integration to all customer information
Unified knowledgebase with advanced Natural Language Processing
Multichannel routing and queuing Email analysis and reporting
Enterprise workflow
Out-of-box integration to Web, Voice, and other channels
eBusiness Application Integration
Automatic one-button upgrade
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eMail Response ROI Case
Current operating costs $85 M
Cost reduction potential $2.5 M3%
Current telesales revenue $105 M
Revenue increase potential $1.8 M 2%
Annual TCO of other solution $1.6 M
Cost reduction potential $1.1 M69%
Total Project cost (3 year) $2.7 M
Total Project benefit (3 year) $9.8 M
Projected payback < 1 year
ACME Inc., High Tech, $1B revenue, 1,500 employees, mid-sized Contact
Center, (250 call center agents)
0
5
10
$M
1 2 3Year
BenefitCost
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Siebel eMail Response 7
10 Minute Demo
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Product Marketing Focus on Customer Satisfaction
Customer ProgramOffice establishedwithin each productorganization toimprove satisfaction
All surveycomments reviewedand customerscontacted
Action plans
developed by eachproduct line
Product Managerscompensated basedupon your
satisfaction
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Your Input is Important
Feedback viasurveys
Enhancementrequests SupportWeb
Account Team
Product Teams
Beta programs
Detailed product
briefings User group
meetings
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The Worlds Leading Provider of
eBusiness Applications Software
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