2.roadmap siebel


Siebel CRM Strategy and Roadmap

Mark Farrier – Director, Siebel Product Management


Safe Harbor Statement

The following is intended to outline our general product

direction. It is intended for information purposes only, and may

not be incorporated into any contract. It is not a commitment to

deliver any material, code, or functionality, and should not be

relied upon in making purchasing decisions. The development,

release, and timing of any features or functionality described for

Oracle’s products remains at the sole discretion of Oracle.


Agenda

Siebel CRM Roadmap

Siebel CRM Strategy

Phased and Zero Downtime Application Upgrade

Siebel Open UI


Siebel CRM Strategy


Siebel CRM Overview Since AU Announcement in 2006…

2500 New Siebel Features

36 New Products

9 Industry-specific Solutions for CRM

4 Siebel CRM Releases

Plus Several Major Acquisitions:

Haley Oracle Policy Automation (OPA)

E-Docs Oracle Self Service e-Billing

ATG Web Commerce & Live Help

InQuira Knowledge Management


Siebel CRM 8.2 Release Summary

• Siebel 8.0 (2007)

• Siebel 8.1 (2008)

• Siebel 8.1.1 (2009)

• Siebel 8.2 (2010)

Deep Industry • Public Sector Social Services

• Oracle Policy Automation – Cross Industry

• Deeper Loyalty for Travel & Transportation and Retail

• CRM Offline Client for Life Sciences

• Personal Content Delivery for Life Sciences

• Financial Services Order Management

• Communications Order to Activate AIA

• High Tech Service Transformation

• Enhanced B2C and B2B Telecom EBPP & Analytics

Continued

Innovation

• Mobile Sales

• Customer Hub (UCM) – Enterprise Governance Manager

• CRM Desktop

• Open UI

Enterprise-Grade

CRM

• Integrated CRM for Incentive Compensation

• Deeper Support for Data Quality & Governance

• Optimized Order Mgmt

• Process-Driven CRM (Task Based UI/Workflow)

• High Availability Upgrade/GoldenGate

• CRM On Demand Integration – Hybrid Implementations

• 4 Releases Since Acquisition

• 36 New Products

• 469 New Enhancements

• 9 Industry-Specific Solutions


Siebel CRM 8.x Momentum

Customers Working With Siebel CRM 8.x


Siebel CRM Investment Strategy Deliver Timely Additive Solutions Value That Are Easy to Adopt

STRATEGY

• Add Innovations in 8.1.x and

8.2.x releases

• Annual Innovation Packs

• 3 Fix Packs per year

• ~3 Year Major Release Cycle

OBJECTIVES

• Continue Delivery of Value

Add Innovations

• Provide Innovations More

Frequently

• Adopt Innovations without

Upgrading

8.1 IP 8.2 IP 8.2.2 8.2 IP 8.1 IP 8.x 8.1 IP


Siebel CRM Investment Strategy

LOWER TCO

SOCIAL SIMPLICITY MOBILITY

INDUSTRY


Siebel CRM Roadmap


Simplicity Browser Independence

Great User Experience on any

Browser

Smart, efficient, with a modern

look and feel

Major Functionality

Standards based, open next

generation browser client for

desktop and tablets

Highly optimized usability and

productivity

Easy to deploy and maintain


Simplicity Enhanced Task Flows with TBUI

Easy to use, flexible development

process

Drag and drop designer enables

rapid process and task change

Provides declarative framework

for defining tasks and processes

Minimizes scripting

Data not committed until task is

complete


Voice Plans

Data Plans

Text Plans

Simplicity Key Commerce task flows powered by ATG

Core

New Order

Advanced

Modify Order

Promotion Upgrade/Downgrade

Product Launch/Introduction


Mobility Desktop Solution

Personal and business contacts in a single list provides single address book for the end user

Custom CRM objects in same folder structure as native objects

Embed CRM data in desktop applications

Unified calendar, tasks, and contacts

Offline access to CRM data

Enforce business rules for data entry

Increase User Adoption

Minimize training costs


Social Empowering Agents with Knowledge and Social Communities

Siebel CRM

Create SRs, Solutions, Leads

Tracks response

Holds complete customer profile

Oracle InQuira

Integrated Knowledge Mgmt with in-context

search

Agent-Agent Forums and Collaboration

Managed Customer communities

Social Platform

Monitors social media

Identifies relevant posts

Provides analysis dashboards

Invoking the search automatically

populates the query from the

Summary/Title of the case

The agent can now select any

number of answers and click

add them to the case.

Embedded view in Siebel, activity

(reply to post) captured in Buzzient,

and sent back into Siebel for creation.


Social Maximize Brand Affinity and Engagement

Posting loyalty promotions to

social networking sites

directly from Siebel

Seamless and automated

distribution of Loyalty promotions

from Siebel to social networking

sites

Recurring loyalty member rewards

and recognition for sharing

promotions virally

Systematic tracking of loyalty

program members’ social behaviors


Oracle CRM Product Roadmap

Siebel 8.1 Innovation Pack

• RTD/Next Best Action

• Enhanced Integration with Fusion Middleware

• Connected Mobile Sales

• MDM PIP’s 11.1

• Customer Hub Exa* Benchmark


• Consumer Packaged Goods Quick Start

• Advanced Order Management for Telco

• Warranty Management

• AIA 2.5.1

• ORS Integration

• Customer Hub (UCM) 8.2

Siebel 8.2.2

• Public Sector Social Services

• Deeper Loyalty for T&T and Retail

• More Hospitality Event Operations

Siebel 8.2.2

• Financial Services (Bank in a Box)

• Public Sector


• CEM / ATG Integration

• Disconnected Mobile Sales (iPad)

• Incremental Deployment

• Advanced Promotions for Telco

• Utilities Multi-Site Ordering

• Siebel DOO Integration


• Open UI – Browser Independence

• Siebel-InQuira Integration

• Social Loyalty and Marketing

• Enhanced MDM Survivorship & X-Ref

• Enterprise Data Quality & Governance


Oracle Database – the industry choice for Siebel Applications

Key Technologies Siebel 8.1.1 Siebel 8.2.2 Releases Collateral/Comments

Oracle Database 10g Release 2 CERTIFIED CERTIFIED

Oracle Database 11g Release 1 CERTIFIED CERTIFIED

Oracle Database 11g Release 2 CERTIFIED CERTIFIED Available on Database Machine

Siebel on Exadata

minimum release for 11gR2 is Siebel 8.0.0.9

A. Grid Computing & Maximum Availability Architecture

RAC/ClusterWare CERTIFIED CERTIFIED

Data Guard SUPPORTED* SUPPORTED*

Active Data Guard SUPPORTED* SUPPORTED* Configuring Oracle BI EE Server with Oracle Active Data Guard (Siebel BI)

Golden Gate CERTIFIED CERTIFIED Support Statement

Note 1112403.1

Maximum Availability Architecture (MAA) SUPPORTED* SUPPORTED* Siebel MAA Best Practices

Reducing Siebel Downtime with a Local Standby Database

In Memory Databases N/A N/A

Oracle Enterprise Linux CERTIFIED CERTIFIED

Oracle Virtual Server N/A CERTIFIED Oracle VM Template for Siebel CRM SIA

B. Managing Large & Unstructured Data (VLDB & ILM)

Partitioning SUPPORTED* SUPPORTED* Boost Siebel Performance and Scalability with Oracle Database 11g Partitioning

Oracle Partitioning for Siebel Applications

Advanced Compression SUPPORTED* SUPPORTED*

Oracle Spatial N/A N/A

Secure Enterprise Search N/A N/A

C. Business Intelligence

Oracle Warehouse Builder N/A N/A

Oracle OLAP N/A N/A

D. Change Management

Real Application Testing SUPPORTED* SUPPORTED*

Edition Based Redefinition N/A N/A

E. Security

Oracle Audit Vault N/A N/A

Oracle DB Vault SUPPORTED* CERTIFIED Oracle Database Vault for Siebel

Security policies

Transparent Data Encryption SUPPORTED* CERTIFIED TDE for Siebel Datasheet

Total Recall N/A N/A

F. Application Management

Enterprise Manager Packs CERTIFIED CERTIFIED Application Management Suite for Siebel Data Sheet

Application Management Suite for Siebel

Next Generation Siebel

Monitoring: A Real World Customer Experience

ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle Siebel Help Desk

CERTIFIED Not Applicable EVALUATION PLANNED

http://www.oracle.com/technetwork/database/features/availability/maa-wp-siebel-exadata-177506.pdf

http://database.us.oracle.com/pls/htmldb/Z?p_url=http://www.oracle.com/technetwork/database/features/availability/maa-wp-11g-biee-activedataguard-1-131999.pdf&p_cat=81521&p_id=46&p_company=501318803116695

http://www.oracle.com/us/corporate/press/170882

https://support.oracle.com/CSP/ui/flash.html




http://www.oracle.com/technetwork/database/features/availability/siebelmaa-131211.pdf

http://www.oracle.com/technetwork/database/features/availability/maa-wp-siebel-localstandby-1-131425.pdf

http://www.oracle.com/technetwork/server-storage/vm/siebel-092480.html

http://database.us.oracle.com/pls/htmldb/Z?p_url=http://stcontent.oracle.com/content/dav/oracle/Libraries/ST Product Management/ST Product Management-Public/11g/Boost Siebel Perf on Oracle partition 091908 final.ppt&p_cat=78521&p_id=46&p_company=501318803116695

http://database.us.oracle.com/pls/htmldb/Z?p_url=http://stcontent.oracle.com/content/dav/oracle/Libraries/ST Product Management/ST Product Management-Public/11g/Siebel_Partitioning.ppt&p_cat=69921&p_id=46&p_company=501318803116695

http://www.oracle.com/technetwork/oem/app-mgmt/ds-apps-mgmt-suite-siebel-166214.pdf

http://download.oracle.com/technology/products/oem/screenwatches/siebel_amp/Siebel Apps Pack_final.html

http://www.oracle.com/technetwork/oem/app-mgmt/twp-next-gen-siebel-monitoring-164300.pdf

http://www.oracle.com/technetwork/oem/app-mgmt/twp-next-gen-siebel-monitoring-164300.pdf

http://www.oracle.com/technetwork/oem/grid-control/overview/itilbestpractices-131976.pdf




Siebel Open UI


The Changing Enterprise Client Platform

Optimized user experience

Deployment characteristics

Ability to flexibly integrate

Market Drivers

iPad; 68% Android;

27%

RIM; 5%

Tablet Market Share

iPad

Android

RIM

Internet Explorer 41,89%

Firefox; 27,49%

Chrome; 23,16%

Safari; 5,19%

Browser Market Share

Internet Explorer Firefox

Chrome Safari

Trends

Standards based browser apps

Native user experience / HTML5

Device and platform variety

JS Performance Improvement


Siebel Open UI

Transforms Siebel deployments into a “open” platform

Extend Siebel’s powerful and mature business logic

using transparent and well understood technology

providing full transparency & extensibility.

Supports prebuilt features across desktops tablets and

smart phone devices with great device integration


Siebel Open UI Browser Independence

Open next generation browser client for desktop and

mobile platforms.

Features

Smart, efficient UI, with a modern look and feel for

Desktop Browsers on any hardware platform

Mobile Browsers on any tablet or smart phone

Highly optimized usability & productivity across devices

Easy to deploy and maintain.

Standards Based

HTML 4.01, CSS level 2.1, JavaScript version 1.5 on desktop

HTML 5, CSS level 3.0 for mobile, (optional on desktop)


User Experience & Productivity:

Roadmap Unified notification

Data Preview

Real time data validation:

Autofill, spellcheck, masks

Special data types: email phone, etc

visual & audio indicators

“Applet Quick Link” navigation

Integrated search UI

Native bookmarking, zoom, tabbed browsing,

printing and print preview

Improved PIM integration

initiate emails or calls, enter contacts and

calendar events


Mobile: Native look and feel

“Designed for Mobile”

Device driven rendering

Integration with native Phone, PIM,

location based integration

Multi-touch gesturing (mobile) and HTML5

Offline mode with synchronization (not v1)


Navigation & Accessibility

Compliance

WCAG2.0 & section 508

WIA Aria for HTML 5 (Release TBD)

Less key strokes and clicks, same result.

efficient keyboard shortcuts

Navigation using drill in/out and keyboard

arrows

Real time validations

Designed for accessibility

native screen reader support

Accessible CSS for colors fonts borders


Siebel Side by Side.

Siebel HI Client Siebel Open UI


Deployment

Hosting and on-premise friendly

Secure: Data Execution Prevention

(DEP/NX) support

Deployable: True web based client

Auto-update: Simplified client code

patching:

High availability: server side patching

Provides separate desktop and mobile

URL’s and desktop and mobile licenses.


Portal & Enterprise Integration

Portal/Portlet Friendly: Embed parts or all of an Siebel in portals

Embed other portlets in Siebel

WebCenter Integration prebuilt: Call Siebel context & Focus from Fusion

Return data using OOB integration.

SAML Authentication


ActiveX UI Architecture Open UI Architecture

HTML

Composition

Conditional

Rendering Layout

Siebel Web Templates

Styling

Style Sheets

Siebel Object

Manager

Custom

Browser

Scripts

Styling

Style Sheets

Layout

HTML

Composition

Conditional

Rendering

Siebel Web Templates

ActiveX Proxy

Siebel HI Client

JavaScript UI

Controls

JavaScript

Library

JQuery Library

JavaScript

Proxy

Siebel Open UI

Layout Data &

Data bindings

Dynamic: served by App /

Web Server

Client/Browser

Design time

Configurable Objects

Pre-compiled Objects

Customizations

Run time configurable

UI Objects

ActiveX UI Controls

Siebel Tools

Configuration

Custom

Browser

Scripts

Static: served by App /

Web Server

JavaScript

Extension API


Extensibility

Develop using skills already in your

organization

Alternative to web services integration

Integrate enterprise data and mash-up’s

Object

Manager

Siebel Tools

Configuration

SRF

Customer

Data

Server: Business Process & Data

Generated

HTML

from

Siebel

Web

Templates

Siebel Open UI

Client: Open UI Rendering

Siebel JS Client (Siebel Metadata)

Customer

JS

Extension

Customer

CSS and JS

Control

Library

Siebel Open UI Extension

Siebel CSS and JS

Control Library

Customer Developed

Oracle Delivered

Customer Configurable

Oracle Delivered


UI migration options for Innovation

Pack 2012

– All modes can coexist in separate OM’s on same Server

Open UI Native Mode: (Integration, usability, accessibility) Tools configuration may change –with (OOB migration changes only)

For employee facing migrations, browser scripting refactors to JavaScript

New web templates, CSS, JavaScript

Open UI Migration Mode: (for HI application backward compatibility) Tools configuration, web templates and browser scripting remain unchanged

New CSS and JavaScript

Legacy Mode:

SI and HI mode remain the same, apply the fix pack as normal.


Siebel Open UI

TCO/Deployment No complex deployment (ActiveX or Java)

Reduce FP’s and QF requirements

Dynamically update the server side client files.

Integration platforms Any browser that meets web standards

Leverage existing development skills

Fusion and other enterprise integration

Broad OS hardware and virtualization support

User experience. Productivity and ease by use of intuitive paradigm

Accessibility for employees partners and customers

Leading edge mobile device access.

34 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. 34 Copyright © 2011, Oracle and/or its affiliates. All rights

reserved.

Insert Information Protection Policy Classification from Slide 8

Siebel Fix Packs • Maintenance

2011 2012 2013

Siebel Fix Pack • Maintenance

Siebel 2012

Innovation Pack • Siebel Open UI 8.1/8.2

• Maintenance Siebel Fix Packs • Maintenance

Siebel Open UI Client Timeline: Preparation

Upgrade to latest Siebel 8.1 or above

Plan on Innovation Pack 2012 deployment

Review “Best Practices” Development Documentation for Open UI Support

Migration

Mobile and desktop licensing


Phased Application

Upgrade


Siebel Zero Downtime/Phased Upgrade

Using Oracle GoldenGate

• Deployed in one of three deployment models for Siebel Zero-Downtime Upgrades.

• Progressively more complex based on business requirements for risk tolerance, downtime, and desired method of migrating users to the new version of Siebel.

1) Uni-Directional - Allows for testing in advance & ensures transactional data integrity. No failback.

2) Active-Passive - Unidirectional replication, with passive bi-directional replication for failback after cutover.

3) Active-Active Phased Migrations - Bi-directional replication keeps both environments running in

parallel, allows phased migration. Requires conflict detection. Ris

k T

ole

rance


Source

Siebel 7,8.x

Database

Target

Siebel 8.x

Database(s)

Siebel Zero Downtime Upgrade using Oracle GoldenGate Unidirectional

Siebel

Upgrade Logic

Source Siebel 6,7,8.x

Target Siebel 8.x

http://download.oracle.com/docs/cd/B14099_19/integrate.1012/b14062/img/bea_sibu_figc17_processprop.gif






http://images.google.com/imgres?imgurl=http://www.startanansweringservice.com/images/agent.jpg&imgrefurl=http://www.startanansweringservice.com/links.htm&usg=__O_YG4m85pzpYCfOFQwOxiX_4W8U=&h=375&w=303&sz=12&hl=en&start=9&tbnid=jlh4md_NfxNXHM:&tbnh=122&tbnw=99&prev=/images?q=call+center+agent&gbv=2&hl=en

http://smartwomanonline.com/wp-content/uploads/2008/12/shop-online-lg.jpg


Source

Siebel 7,8.x

Database

Target

Siebel 8.x

Database(s) Fallback

Siebel Zero Downtime Upgrade using Oracle GoldenGate Active-Passive

Siebel

Upgrade Logic

Siebel Downgrade Logic


Target Siebel 8.x










Source

Siebel 7,8.x

Database

Target

Siebel 8.x

Database(s) Bi-directional

Siebel Zero Downtime Upgrade using Oracle GoldenGate Active-Active

Siebel

Upgrade Logic

Siebel Downgrade Logic


Target Siebel 8.x










Siebel Zero Downtime Upgrade using Oracle GoldenGate Guiding Principles


Siebel MAA


Siebel CRM Industries

– Investment Highlights


Communications, Media and Energy

Personalized Innovative

Offerings

INNOVATE

Consistent, personalized, and engaged customer relationship

ENGAGE

Improved service at lower cost

SIMPLIFY


Public Sector

Handle Controls and Transitions Based on

Information from Parent/Child Business

Components

Enhanced State Model Framework Enables Status

Controls for Case, Benefit Plan, Benefit, Payment,

Order, and Service Plan.

Control Status Changes Across

Different Object Layers to Maintain

Consistent Case Management

Lifecycle

Siebel eService

Integration with OPA

Web Determinations

Hierarchical State

Model

Enhanced Effective

Dating Framework


Retail

Consultative selling/ Line

busting

Actionable customer insight

Lists

Appointments Tasks Profile/Pref Wishlists

Analytics

Search

Customizations

Loyalty Social Checkout Offer/ Reco. Segmentation Interactions PLA

TF

OR

M

Emails

Catalogs

Knowledge Management

Linebuster

Products

Orders Interactions Cloud

Customers Appointments and Tasks

Siebel CRM Retail Systems

3rd Party Customer

Systems ERP Systems

Stores RE

PO

SIT

OR

Y

CH

AN

NE

L

Web Services/ REST APIs

Oracle Clienteling Solution– Conceptual Architecture

Connectors / Adapters

In-context recommendations

1:1 Contact management

Personalized offers and

contextual

recommendations

Quick campaigns

Wishlist management

Catalog/Shopping

Task Management


Q&A

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