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Siebel crm strategy and roadmap ()

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Page 1: Siebel crm strategy and roadmap ()

Siebel CRM Strategy amp Roadmap

George Jacob Sonia Wadhwa Darshan Kumar October 2015

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Copyright copy 2015 Oracle andor 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 Oraclersquos products remains at the sole discretion of Oracle

Oracle Confidential ndash Restricted 3

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Program Agenda

Strategy

Roadmap Industry Applications

Roadmap Automation Agility

1

2

3

Oracle Confidential ndash Restricted 4

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 5

Siebel CRM Infographic

21 years delivering

the best-in-class CRM

19 Oracle Global Data Centers ndash 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

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 6

Siebel CRM customers are working with the latest release (81x82x)

89

SIEBEL CRM SUPPORT MATRIX

SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY

6x Jun lsquo05 Dec lsquo07 Indefinite Maintain

75x Dec lsquo08 NA NA EOL

77x Sep lsquo09 Sep lsquo12 Indefinite Maintain

78x May lsquo10 May lsquo13 Indefinite Maintain

80x Jan lsquo12 Jan lsquo15 Indefinite Maintain

81x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation

82x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 7

Sample Siebel CRM Success Stories for CX

Oracle Confidential ndash Restricted

Siebel amp Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions

Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service

Siebel amp Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud

Open UI Customer Portal Siebel CRM (IP2013) 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 Siebel CRM (IP2014) Financial Services Large user base (30k)

Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management

Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcaregov

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 amp

Logistics 1600 Dealer locations Large user base (20k)

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8

Sample Large Siebel Deployments

Oracle Confidential ndash Restricted

18000

24000 24000 25000 28000

33000

40000 40000

50000

54000

0

10000

20000

30000

40000

50000

60000

Users

Financial Services

Public Sector

Automotive

Life Sciences

Telco

High Tech

Retail

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Cloud Enabled

Oracle Confidential ndash Restricted 10

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

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle (Private Cloud) Partner (BPS)

Siebel Customers Deploying in the Cloud

Oracle Confidential ndash Restricted 11

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle CX Portfolio

12

The Automation Imperative

WEB CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

COMMON MODERN USER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

PLATFORM AS A SERVICE

Oracle Confidential ndash Restricted

SIEBEL CRM

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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

Oracle Confidential ndash Restricted 13

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 2: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor 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 Oraclersquos products remains at the sole discretion of Oracle

Oracle Confidential ndash Restricted 3

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Program Agenda

Strategy

Roadmap Industry Applications

Roadmap Automation Agility

1

2

3

Oracle Confidential ndash Restricted 4

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 5

Siebel CRM Infographic

21 years delivering

the best-in-class CRM

19 Oracle Global Data Centers ndash 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

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 6

Siebel CRM customers are working with the latest release (81x82x)

89

SIEBEL CRM SUPPORT MATRIX

SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY

6x Jun lsquo05 Dec lsquo07 Indefinite Maintain

75x Dec lsquo08 NA NA EOL

77x Sep lsquo09 Sep lsquo12 Indefinite Maintain

78x May lsquo10 May lsquo13 Indefinite Maintain

80x Jan lsquo12 Jan lsquo15 Indefinite Maintain

81x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation

82x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 7

Sample Siebel CRM Success Stories for CX

Oracle Confidential ndash Restricted

Siebel amp Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions

Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service

Siebel amp Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud

Open UI Customer Portal Siebel CRM (IP2013) 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 Siebel CRM (IP2014) Financial Services Large user base (30k)

Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management

Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcaregov

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 amp

Logistics 1600 Dealer locations Large user base (20k)

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8

Sample Large Siebel Deployments

Oracle Confidential ndash Restricted

18000

24000 24000 25000 28000

33000

40000 40000

50000

54000

0

10000

20000

30000

40000

50000

60000

Users

Financial Services

Public Sector

Automotive

Life Sciences

Telco

High Tech

Retail

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Cloud Enabled

Oracle Confidential ndash Restricted 10

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

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle (Private Cloud) Partner (BPS)

Siebel Customers Deploying in the Cloud

Oracle Confidential ndash Restricted 11

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle CX Portfolio

12

The Automation Imperative

WEB CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

COMMON MODERN USER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

PLATFORM AS A SERVICE

Oracle Confidential ndash Restricted

SIEBEL CRM

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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

Oracle Confidential ndash Restricted 13

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 3: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Program Agenda

Strategy

Roadmap Industry Applications

Roadmap Automation Agility

1

2

3

Oracle Confidential ndash Restricted 4

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 5

Siebel CRM Infographic

21 years delivering

the best-in-class CRM

19 Oracle Global Data Centers ndash 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

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 6

Siebel CRM customers are working with the latest release (81x82x)

89

SIEBEL CRM SUPPORT MATRIX

SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY

6x Jun lsquo05 Dec lsquo07 Indefinite Maintain

75x Dec lsquo08 NA NA EOL

77x Sep lsquo09 Sep lsquo12 Indefinite Maintain

78x May lsquo10 May lsquo13 Indefinite Maintain

80x Jan lsquo12 Jan lsquo15 Indefinite Maintain

81x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation

82x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 7

Sample Siebel CRM Success Stories for CX

Oracle Confidential ndash Restricted

Siebel amp Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions

Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service

Siebel amp Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud

Open UI Customer Portal Siebel CRM (IP2013) 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 Siebel CRM (IP2014) Financial Services Large user base (30k)

Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management

Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcaregov

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 amp

Logistics 1600 Dealer locations Large user base (20k)

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8

Sample Large Siebel Deployments

Oracle Confidential ndash Restricted

18000

24000 24000 25000 28000

33000

40000 40000

50000

54000

0

10000

20000

30000

40000

50000

60000

Users

Financial Services

Public Sector

Automotive

Life Sciences

Telco

High Tech

Retail

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Cloud Enabled

Oracle Confidential ndash Restricted 10

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

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle (Private Cloud) Partner (BPS)

Siebel Customers Deploying in the Cloud

Oracle Confidential ndash Restricted 11

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle CX Portfolio

12

The Automation Imperative

WEB CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

COMMON MODERN USER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

PLATFORM AS A SERVICE

Oracle Confidential ndash Restricted

SIEBEL CRM

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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

Oracle Confidential ndash Restricted 13

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 4: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 5

Siebel CRM Infographic

21 years delivering

the best-in-class CRM

19 Oracle Global Data Centers ndash 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

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 6

Siebel CRM customers are working with the latest release (81x82x)

89

SIEBEL CRM SUPPORT MATRIX

SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY

6x Jun lsquo05 Dec lsquo07 Indefinite Maintain

75x Dec lsquo08 NA NA EOL

77x Sep lsquo09 Sep lsquo12 Indefinite Maintain

78x May lsquo10 May lsquo13 Indefinite Maintain

80x Jan lsquo12 Jan lsquo15 Indefinite Maintain

81x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation

82x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 7

Sample Siebel CRM Success Stories for CX

Oracle Confidential ndash Restricted

Siebel amp Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions

Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service

Siebel amp Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud

Open UI Customer Portal Siebel CRM (IP2013) 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 Siebel CRM (IP2014) Financial Services Large user base (30k)

Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management

Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcaregov

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 amp

Logistics 1600 Dealer locations Large user base (20k)

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8

Sample Large Siebel Deployments

Oracle Confidential ndash Restricted

18000

24000 24000 25000 28000

33000

40000 40000

50000

54000

0

10000

20000

30000

40000

50000

60000

Users

Financial Services

Public Sector

Automotive

Life Sciences

Telco

High Tech

Retail

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Cloud Enabled

Oracle Confidential ndash Restricted 10

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

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle (Private Cloud) Partner (BPS)

Siebel Customers Deploying in the Cloud

Oracle Confidential ndash Restricted 11

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle CX Portfolio

12

The Automation Imperative

WEB CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

COMMON MODERN USER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

PLATFORM AS A SERVICE

Oracle Confidential ndash Restricted

SIEBEL CRM

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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

Oracle Confidential ndash Restricted 13

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 5: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 6

Siebel CRM customers are working with the latest release (81x82x)

89

SIEBEL CRM SUPPORT MATRIX

SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY

6x Jun lsquo05 Dec lsquo07 Indefinite Maintain

75x Dec lsquo08 NA NA EOL

77x Sep lsquo09 Sep lsquo12 Indefinite Maintain

78x May lsquo10 May lsquo13 Indefinite Maintain

80x Jan lsquo12 Jan lsquo15 Indefinite Maintain

81x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation

82x Nov lsquo19 Nov lsquo22 Indefinite Incremental Innovation

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 7

Sample Siebel CRM Success Stories for CX

Oracle Confidential ndash Restricted

Siebel amp Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions

Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service

Siebel amp Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud

Open UI Customer Portal Siebel CRM (IP2013) 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 Siebel CRM (IP2014) Financial Services Large user base (30k)

Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management

Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcaregov

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 amp

Logistics 1600 Dealer locations Large user base (20k)

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8

Sample Large Siebel Deployments

Oracle Confidential ndash Restricted

18000

24000 24000 25000 28000

33000

40000 40000

50000

54000

0

10000

20000

30000

40000

50000

60000

Users

Financial Services

Public Sector

Automotive

Life Sciences

Telco

High Tech

Retail

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Cloud Enabled

Oracle Confidential ndash Restricted 10

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

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle (Private Cloud) Partner (BPS)

Siebel Customers Deploying in the Cloud

Oracle Confidential ndash Restricted 11

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle CX Portfolio

12

The Automation Imperative

WEB CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

COMMON MODERN USER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

PLATFORM AS A SERVICE

Oracle Confidential ndash Restricted

SIEBEL CRM

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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

Oracle Confidential ndash Restricted 13

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 6: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 7

Sample Siebel CRM Success Stories for CX

Oracle Confidential ndash Restricted

Siebel amp Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions

Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service

Siebel amp Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud

Open UI Customer Portal Siebel CRM (IP2013) 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 Siebel CRM (IP2014) Financial Services Large user base (30k)

Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management

Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcaregov

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 amp

Logistics 1600 Dealer locations Large user base (20k)

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8

Sample Large Siebel Deployments

Oracle Confidential ndash Restricted

18000

24000 24000 25000 28000

33000

40000 40000

50000

54000

0

10000

20000

30000

40000

50000

60000

Users

Financial Services

Public Sector

Automotive

Life Sciences

Telco

High Tech

Retail

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Cloud Enabled

Oracle Confidential ndash Restricted 10

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

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle (Private Cloud) Partner (BPS)

Siebel Customers Deploying in the Cloud

Oracle Confidential ndash Restricted 11

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle CX Portfolio

12

The Automation Imperative

WEB CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

COMMON MODERN USER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

PLATFORM AS A SERVICE

Oracle Confidential ndash Restricted

SIEBEL CRM

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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

Oracle Confidential ndash Restricted 13

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 7: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 8

Sample Large Siebel Deployments

Oracle Confidential ndash Restricted

18000

24000 24000 25000 28000

33000

40000 40000

50000

54000

0

10000

20000

30000

40000

50000

60000

Users

Financial Services

Public Sector

Automotive

Life Sciences

Telco

High Tech

Retail

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Cloud Enabled

Oracle Confidential ndash Restricted 10

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

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle (Private Cloud) Partner (BPS)

Siebel Customers Deploying in the Cloud

Oracle Confidential ndash Restricted 11

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle CX Portfolio

12

The Automation Imperative

WEB CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

COMMON MODERN USER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

PLATFORM AS A SERVICE

Oracle Confidential ndash Restricted

SIEBEL CRM

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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

Oracle Confidential ndash Restricted 13

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 8: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 9

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Cloud Enabled

Oracle Confidential ndash Restricted 10

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

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle (Private Cloud) Partner (BPS)

Siebel Customers Deploying in the Cloud

Oracle Confidential ndash Restricted 11

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle CX Portfolio

12

The Automation Imperative

WEB CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

COMMON MODERN USER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

PLATFORM AS A SERVICE

Oracle Confidential ndash Restricted

SIEBEL CRM

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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

Oracle Confidential ndash Restricted 13

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 9: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Cloud Enabled

Oracle Confidential ndash Restricted 10

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

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle (Private Cloud) Partner (BPS)

Siebel Customers Deploying in the Cloud

Oracle Confidential ndash Restricted 11

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle CX Portfolio

12

The Automation Imperative

WEB CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

COMMON MODERN USER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

PLATFORM AS A SERVICE

Oracle Confidential ndash Restricted

SIEBEL CRM

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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

Oracle Confidential ndash Restricted 13

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 10: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle (Private Cloud) Partner (BPS)

Siebel Customers Deploying in the Cloud

Oracle Confidential ndash Restricted 11

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle CX Portfolio

12

The Automation Imperative

WEB CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

COMMON MODERN USER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

PLATFORM AS A SERVICE

Oracle Confidential ndash Restricted

SIEBEL CRM

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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

Oracle Confidential ndash Restricted 13

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 11: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Oracle CX Portfolio

12

The Automation Imperative

WEB CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

COMMON MODERN USER INTERFACE

CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED APIrsquos COLLABORATION ANALYTICS

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

PLATFORM AS A SERVICE

Oracle Confidential ndash Restricted

SIEBEL CRM

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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

Oracle Confidential ndash Restricted 13

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 12: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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

Oracle Confidential ndash Restricted 13

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 13: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 14

Siebel Strategy Simplicity with Sophistication

Customer Experience

Industry Innovation

Business Agility

Cloud Ready IoT Services amp Systems

20

11

-20

16

2014-2018

20

16

-20

22

+

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 14: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Applications Unlimited

Siebel CRM Roadmap ndash 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 20 Application Usage

Capture

2021 2020

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 Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 15: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 16

Oracle Applications Current Release and Roadmap Siebel CRM

bull Siebel CRM

Customer Experience bull Oracle Cloud application theme for Siebel applications bull Disconnected mode for Sales and Service mobile

applications bull New JQuery charting framework for Open UI Industry Innovation bull Life Sciences digital content delivery in disconnected

mode bull Enhanced HTIM Partner portal with improved

customer experience and persona driven UI bull Training Planning and Tracking solution for Clinical

Trials Increased Agility bull 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

bull Enhancements to the patching and annual innovation pack application process providing simplicity and saving time

bull Embedded EDQ and Data Governance Management Reporting for improved master data management

Customer Experience bull Expose Siebel Calendar as a CalDAV server bull Usability enhancements to Search amp support for external Search Engines bull Superior customer experience for Mobile including support on

Windows amp Android bull Enhanced modern customer experience for self-service customer and

partner applications using Open UI Industry Innovation bull Support aggregate pricing amp de-bundling scenarios for Mobile Wireless bull Improved promotion upgrade downgrade performance using In-

Memory database bull Improved one-click ordering flows for Siebel Communications bull Financial Services Application Capture using OPA Integration bull Improved case management via Public Sector Self-Service OPA bull Messaging Plan personalization and Call Planning completeness bull Self-Service scheduling for appointments bull Enhancements to Clinical for improved productivityquicker end user

decisions Increased Agility bull Siebel Open UI Desktop Integration - Attachment Editing CTI Hoteling

Outlook Drag amp Drop bull Siebel Application Usage Capture to detect amp analyze end-user behavior bull Siebel Composer Developer Preview II - Parallel development using

workspaces visual editing of UI artifacts bull REST Interface and integration with Oracle Integration Cloud Services

Customer Experience bull UI enhancements to support complex ordering scenarios bull Improved UX design and continued investment in Open

UI framework delivers superior user experience for mobile applications

bull Dynamic Bundling to simplify deals Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard

bull Public Sector disconnected mobile application for Case Workers

Industry Innovation bull Enhancements to Siebel Communications to increase

productivity in the Contact Center bull Consumer Goods disconnected mobile application for

merchandising to improve sales effectiveness bull Financial Services disconnected mobile application

integrated with OPA disconnected Increased Agility bull Improved security with Account ndash Contact authentication

for Call Center and Partner applications bull Ongoing improvements to Siebel Composer Mode

including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface

bull Scalable SOAP Interface and integration with Oracle Integration Cloud Services

Current Release ndash IP 2015 Q2 CY15

Whatrsquos Next 0-12 month planning cycle

Future Directions 0-24 month planning cycle

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 16: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Industry Applications Innovation

17

Energy

Consumer Goods

Commrsquos

Financial Services

Chemicals

Aerospace amp Defense

Automotive Eng amp Const High Tech Industrial Mfg

Insurance amp Health

Life Sciences

Logistics

Media amp Ent

Retail amp Hospitality

Oil amp Gas

Public Sector

Travel amp Transp

Utilities

Wealth Mgmt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 17: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 18

Communications Simplified Business Processes

bull In-memory Upgrade Promotion ndash Simplified click stream and improved Response time

Roadmap

bull Customer 360 Enhancements

bull Guided Navigation for Quotes and Orders

bull Partner Commerce

bull Parallel Configuration of service bundles in a promotion

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 18: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 19

Financial Services

bull Home view based on dayrsquos top activities

bull 360deg Customer View with needs analysis

bull Account Origination

bull Rule Based Application Capture

bull Guided walkthrough of application process

Relationship Bankerrsquos Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 19: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Citizens

bull Improved service delivery enabling citizens to apply for the benefits

bull Navigate complex rules

bull Responsive web design

bull Government Organizations

bull Absorb the complexity of constantly changing policy rules

bull Reduce burden on call centers

bull Ability to audit all decisions advices made

bull Application submissions with reduced errors amp missing information

20

Public Sector

Oracle Confidential ndash Restricted

Integration with OPA for rule based interviews

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 20: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 21

Public Sector

bull View and Create Visits and Activities (List amp Map)

bull Collect Victim Witness and Offender Details

bull Collect Evidence ndash Images Recordings Assets

bull Search and Update Contacts

bull Document Cases for Court Police

Oracle Confidential ndash Restricted

Mobile Application for Case Worker

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 21: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Field Sales

25 Oracle Confidential ndash Restricted

bull Search and access account amp contact details

bull Create and update accounts amp contacts

bull Add contacts and colleagues to accounts

bull View up-to-date customer profiles

Customer Profile Updates

bull Qualify and convert leads to opportunities

bull Promote opportunities through sales stages

bull Select products

bull Convert opportunities to quotes quotes to orders

bull Track orders

Closing Deals

bull Create account and opportunity tasks

bull Assign and follow-up on tasks with colleagues

bull Setup appointments with colleagues and contacts

Tracking Tasks to Completion

Disconnected Application for Sales

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 22: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 26

Field Service

bull View Appointments and Create Visits (List amp Map)

bull Complete flow for servicing the customer request ndash from request Intake to customer acceptance and signatures

bull Integrated with Part Tracker

bull Option to attach images recordings to the Service Request

Improved Field Service Mobile Application

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 23: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Enable users to schedule appointments on their own

bull Ability to select suitable slot

bull Automated allotment of skilled technician

bull Slots displayed based on availability of technicians

bull Optimization of schedules for technicians using Siebel Scheduler

bull Reduce workload on call centers

27

Customer Self-Service

Oracle Confidential ndash Restricted

Self Service Appointment Scheduling

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 24: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Automation Agility Roadmap

28 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 25: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull 60 of all Siebel Views response times are below 05 seconds in 153

bull 99 of all Siebel Views response times are below 1 second in 153

bull The tests cover 950 Siebel views across all Siebel applications

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

bull 19 improvement in IP2015 patch set 3 compared to IP2015

bull The Response Time (RT) gains higher with complexity

29

Open UI browser performance improvements

Oracle Confidential ndash Restricted

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

120 190 200

2720

5810

4710

6900

7920

9550 9870

99 of all Siebel Views under 1 second

lt 05 sec lt 10 sec

IP 2013 IP 2014 IP 20141 IP 2015 IP 20153

1056

924 871

628

509

Avg Response Time (ms)

Avg Response Time (ms)

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 26: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Analyze usage patterns and intelligently improve customer experience

bull Leverages inbuilt Siebel modules - runtime events and workflows

bull Fully configurable to meet customer needs

bull APIs exposed to the scripting interface to track within customized functionality

bull Optional Ability to import data into reporting tooldata for visual reporting

30

Application Usage Pattern

Capture end user patterns analyze amp adapt

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 27: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull HI applications always render in Open UI

bull Partner amp Customer applications redesigned for Open UI

bull Installationconfiguration simplified to remove HISI steps

bull Installed footprint reduced by 40

34

Open UI all the way

IP2016 renders all features using Open UI bull Statement of Direction IP2016

Client Platform Support

bull Siebel Certifications Download

bull Oracle Support Document

14998421 (IP2014 Siebel Open

UI Best Practices - Deployment

Guide)

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 28: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Search - Plug and Play framework

bull Single field search

bull Search results in dockable pane

bull OSES and Find as OOTB adapters

bull Elastic adapter as sample script to showcase plug amp play capability

bull Type aheadAutosuggest based on indexed data

Oracle Confidential ndash Restricted 40

Redesigned Search on Open UI

Improved usability amp productivity

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 29: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Private amp Shared workspaces for configuration changes

bull Governance model for improved quality amp better control

bull Centrally managed for improved reliability amp security ndash No local database

bull Aligned with modern SDLC

bull Foundational building block for Siebel Composer

41

Siebel Tools with Workspaces

Centrally Managed Source Versioned amp Governed

Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 30: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

bull Exposes Transactional Data and Repository Metadata

bull Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component

bull Stateless REST sessions with (User) Connection Pooling

Oracle Confidential ndash Restricted

RESTful Integration Interface

EAI OM

(SOAP) AOM AOM

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 SessionsConnection Pooling

Embedded Siebel Managed Standards based

42

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 31: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | Oracle Confidential ndash Restricted 43

Siebel Composer

bull Runtime configuration preview amp

deployment

bull Drag and Drop UI Design

bull Multi user role development

bull Private and shared Workspaces for

developer isolation amp collaboration

WYSIWYG UI Development

Visual Design

Product

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 32: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

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 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 33: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM Online

Oracle Confidential ndash Restricted 45

youtubecomOracleSiebelCX

oraclecomsiebel

oraclecrm

blogsoraclecomsiebelopenui

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 34: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Time Session Description Notes

1415-1500 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy ndash General Session

1715-1800 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel General Motors American Airlines Sberbank

1100-1145 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy

1215-1300 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy

1400-1500 Siebel CRM ndash Meet the Experts Demo grounds - CX Foundation

1600-1645 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS Rabobank

1715-1800 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA amp BoxFusion)

1215-1300 CON9626 Siebel CRM for Communications ndash Now and into the Future Communications Mobilink

1345-1430 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector City of Los Angeles (3Di) Dell Federal

1500-1545 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive Fiat Tata Consulting Volvo

1045-1100 CON9632 Modern Banking with Siebel Financial Services Financial Services Westpac Infosys

1200-1245 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences Johnson amp Johnson Laerdal

1315-1400 CON9642 Success stories with Siebel Consumer Goods Consumer Goods Masan (Hitachi Consulting) JTI

1430-1515 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility amp Upgrade Insperity Barclays (Oracle Consulting)

46

Siebel CRM Sessions

Oracle Confidential ndash Restricted

MO

N

TUE

WED

TH

U

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 35: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved | 47 Oracle Confidential ndash Restricted

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted

Page 36: Siebel crm strategy and roadmap ()

Copyright copy 2015 Oracle andor its affiliates All rights reserved |

Siebel CRM CX strategy solution information feature videos etc

ndash httpwwworaclecomusproductsapplicationssiebeloverviewindexhtml

Oracle Customer and Partner Success Stories (including Siebel CRM)

ndash httpwwworaclecomsearchcustomersbrowseNs=InDateMillis7C1ampNtt=Siebel

bull For support and training My Oracle Support - Support Issues (Doc ID 14664932)

ndash httpssupportoraclecomepmosfacesDocumentDisplayid=14664932

49

Siebel CRM Resources

Oracle Confidential ndash Restricted