Siebel Crm 8.1.1 Sod

Siebel CRM 8.1.1

Planned Features

October 2008

Siebel CRM 8.1.1 Planned Features Page 3

PURPOSE STATEMENT

This document provides an overview of features and enhancement included in Oracle’s Siebel

CRM 8.1.1 release. It is intended to help you assess the business benefits of upgrading to Siebel

CRM 8.1.1, and to plan future business and IT projects.

DISCLAIMER

This document in any form, software or printed matter, contains proprietary information that is

the exclusive property of Oracle. Your access to and use of this confidential material is subject to

the terms and conditions of your Oracle Software License and Service Agreement, which has been

executed and with you agree to comply. This document and information contained herein may not

be disclosed, copied, reproduced or distributed to anyone outside Oracle without the prior written

consent of Oracle. This document in not part of your license agreement nor can it be incorporated

into any contractual agreement with Oracle or its subsidiaries or affiliates.

This document is for informational purposes only and is intended solely to assist you in planning

for the implementation and upgrade of the product features described. 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 in this

document remains at the sole discretion of Oracle.

Due to the nature of the product architecture, it may not be possible to safely include all features

described in this document without risking significant destabilizations of the code.


Contents

Siebel CRM 8.1.1 Planned Features General Functionality ........................ 6

Siebel CRM 8.1.1 Overview ........................................................................ 6 Industry-Driven CRM.................................................................................. 7 Siebel Contact Center & Service, Multichannel Products ...................... 7 Siebel Customer Order Management ...................................................... 17 Siebel Enterprise Marketing Suite ............................................................ 27 Siebel Loyalty............................................................................................... 38 Siebel HelpDesk.......................................................................................... 66 Siebel Partner Relationship Management................................................ 69 Siebel Reports.............................................................................................. 75 Siebel Self-Service ....................................................................................... 89

Industry-Specific Functionality ................................................................... 119

Siebel Communications, Media, and Energy ........................................ 119 Siebel Financial Services .......................................................................... 129 Siebel Life Sciences................................................................................... 132 Siebel Public Sector ..................................................................................137

Oracle Business Intelligence Applications................................................. 143

Oracle business intelligence applications .............................................. 143

Oracle Master Data Management (MDM) ................................................ 151

Oracle Master Data Management (MDM)............................................ 151 Enhanced Siebel Data Quality ................................................................ 151 Data Watch and Repair............................................................................ 153

Platform Support........................................................................................... 158

Siebel Enterprise Server Platforms......................................................... 159 J2EE Application Servers........................................................................ 159 Siebel Web Server Platforms................................................................... 159 Siebel Database Server Platforms........................................................... 160 High Interactivity-Mode Clients ............................................................. 161 Standard Interactivity-Mode Clients ...................................................... 161


Standard Handheld Clients...................................................................... 162 Language Support ..................................................................................... 163


Siebel CRM 8.1.1 Planned Features

General Functionality

SIEBEL CRM 8.1.1 OVERVIEW

Oracle’s Siebel Customer Relationship Management 8.1.1 release introduces

another evolution in Siebel’s industry-leading business applications. This newest

release underscores Oracle increased commitment to the Applications Unlimited

plan to continue providing enhancements to current Siebel, PeopleSoft, Oracle E-

Business Suite, JD Edwards EnterpriseOne and JD Edwards World customers.

With Siebel CRM, Oracle plans to introduce major enhancements designed to

transform your customer-facing sales and service strategies while realizing

increased profitability with customer loyalty and marketing functionality.

For organizations wishing to improve business agility, Siebel CRM builds upon the

service oriented architecture (SOA) architecture introduced in release 8.0 by

supporting more open standards with enhanced Web services and Fusion

Middleware platform support.

This planned features document provides a preliminary overview of the primary

enhancements for Siebel CRM with several themes guiding the development of

this next-generation release:

� Manage customers consistently across channels and capture

increased revenue by extending your Web strategy with new customer-

facing enhancements using Siebel eCommerce and Siebel eSupport

applications.

� Increase customer loyalty and profitability by delivering relevant and

timely customer programs with enhanced Web/e-mail tools in Siebel

Marketing and Siebel Loyalty applications.

� Improve business agility with open standards leveraging Fusion

Middleware technology and Web services to develop a true SOA

environment for extending your CRM investments.


INDUSTRY-DRIVEN CRM

Beginning with Siebel CRM 8.1.1, Oracle’s Siebel CRM will be focusing product

innovation, research and development, and integration investments on Siebel CRM

Industry Applications. Customers of Siebel industry-specific products will benefit

from new and deeper, more industry-specific enhancements for Siebel CRM

products.

Customers who purchase Siebel CRM are encouraged to take advantage of our

strategic investment direction by selecting and implementing Siebel CRM – Siebel

Industry Applications (SIA) during purchasing, license key selection, and

implementation.

Existing customers who have purchased Siebel CRM Cross-Industry Applications1,

or who seek cross-industry solutions can continue to benefit from rich features and

capability delivered in their Siebel Enterprise Applications products up through

and including Siebel CRM 8.1.1. In future releases, Cross-Industry Application

customers will be able to upgrade to a comparable ‘industry-based’ offering –

delivering comparably robust capability along with the advantage of easier uptake

of new Siebel CRM products.

SIEBEL CONTACT CENTER & SERVICE, MULTICHANNEL PRODUCTS

Siebel Advanced Email Agent

Siebel Advanced Email Agent is an enhanced version of the Siebel eMail Response

feature. It enables users to effectively manage emails within Siebel application,

while focusing on customer information management. It provides an intuitive user

interface for agents to work on email-related customer interactions and provides

embedded Siebel features for tracking, and attaching customer data from other

screens/views.

Expanded Email Response Editor View

The new look improves the screen “real estate” available for outgoing mails, and

also will have an option of going through related incoming mail in the same view.

Users will get a wider outgoing message applet for replying to emails. The

next/previous buttons will remain in the inbound applet. The user can navigate to

the next incoming mail by clicking the next/previous buttons. The outgoing

message applet is displayed below the incoming message applet. Attachments will

be displayed at the very bottom.

1 Cross-industry customers are specifically identified as those who have purchased, selected, and implemented Siebel CRM – Siebel Enterprise Applications (SEA), Siebel CRM – Horizontal Applications (HRZ), or Siebel Professional Edition products.


Fig. 1 – Siebel Advanced Email Agent screen, showing incoming and outgoing emails

Outgoing Attachments

A new outgoing attachment applet has been added to display the outgoing

attachment list. Users can easily manage (add, delete, drag and drop from desktop)

attachments for an outgoing email message.


Fig. 2 – Outgoing attachment view

Save and Resume

This feature allows users to save one or multiple email messages as drafts, and

users will be able to resume the work at a later time. This will enable agents to

compile and research all relevant information for the customer prior sending a

message.

Fig. 3 – Resume and Save As Draft features

Contextual Preview

Contextual preview gives the quick and brief information about the particular

entity record, which is related to that email, like SR, Opportunity, Contact etc.

Fig. 4 – Contextual preview applet for Siebel Advanced Email Agent

Save As Template

While drafting an email, the agent can choose to save the email as a template

directly from the outgoing message screen.

Fig. 5 – Save as Template feature in Siebel Advanced Email


Siebel CRM Chat

For customers, the availability of a chat channel means a near-real time support

experience even if live talking to an agent is not a viable option at a given time, for

example, because queue wait times are high or because the support center has

decided not to offer the voice channel. Siebel Chat also gives customers more time

to formulate their issue more clearly, which might explain why many customers

choose to use chat, even if the support center offers a voice channel.

For support centers, the chat channel means an effective and efficient channel for

customer communication, because one agent can deal with multiple customer

interactions simultaneously. In Siebel CRM, Oracle delivers a robust and

comprehensive chat channel to Siebel’s existing multichannel footprint.

Integration with Siebel Contact Center

Siebel Chat is tightly integrated with Siebel Contact Center and leverages many of

its features and components, including:

Enhanced CTI Tool Bar

The Siebel Computer Telephony Integration (CTI) toolbar is enhanced to handle

chat as a new channel to support chat accept, transfer, hold, wrap up and release.

Fig. 6 – Siebel Communications (CTI) toolbar

Automatic Creation of Service Requests

As a configurable option, Siebel Contact Center can automatically create a new

service request for every incoming chat request, except for chat requests in the

context of an existing service request. Service requests can also be created manually

once the chat session begins by using the Quick Actions drop-down list within the

Siebel Chat dashboard.


Fig. 7 – Agent and customer chat session Siebel Chat

Service request created in this manner pre-populate the new service request form

with data pulled from the customer and chat dashboards.

Integration with Siebel eSupport

Siebel Chat is fully integrated with Siebel eSupport. A user could be on a Siebel

eSupport web site for example and browse Siebel solutions, the knowledge base

and use the search functionality before requesting to chat with a Siebel Contact

Center agent. While chatting, the contact center agent will be able to view which

knowledge articles the customer has already seen in Siebel eSupport before

requesting the chat. The agent will also be able to push content from Siebel

applications to the customer through the chat channel, either in the form of plain

text in the chat window or by pushing URL’s that immediately display in a window

on the customer’s desktop.

For more detailed information on Siebel eSupport, see the Siebel eSupport section

in this Statement of Direction.

Integration with Oracle Contact Center Anywhere

Siebel Chat functionality is based on the chat engine of Oracle Contact Center

Anywhere. Routing rules that take care of finding the best agent for a given chat

request are also set up in Oracle Contact Center Anywhere.

To administer and supervise Siebel Chat, the standard administrator and supervisor

tools of Oracle Contact Center Anywhere Chat are used. Features include: agent

skills ratings, chat queues, real-time load monitoring and balancing and custom

reports. The chat connections between customers and agents leverage SSL for

secure chat protocol of Oracle Contact Center Anywhere.


Chat Features

“Have You Tried This?”

When requesting a chat session in Siebel eSupport, but before the chat request is

actually submitted, Siebel eSupport will execute a search against the knowledge

base using the problem description, area and sub-area provided by the customer

when they requested the chat session. It will list the results of that search, which

will exclude the knowledge base articles already visited by the customer. The

customer can then select one of the documents from the list – and if that answers

the customer’s question – abort the chat, or decide to continue to initiate the chat

request.

Chat Dashboard

Extending the idea of the customer dashboard in Siebel CRM, each Siebel Chat

session has a chat dashboard inside the chat pane. The Siebel Chat dashboard

contains chat request information and displays the knowledge base solutions a

customer has already reviewed online as well as the Quick Actions list.

Fig. 7 – Siebel Chat dashboard located on the right-hand side of the Siebel screen.

The chat dashboard refreshes every time the agent switches between active chat

sessions. A streamlined version of the chat dashboard is also viewable to the

customer.

Persistent Customer Dashboard

The customer dashboard also refreshes every time the agent switches between

active chat sessions. In the persistent customer dashboard, an indicator icon will

signal the agent that the contact information used for the chat session does not

match the existing customer information on file.


Knowledge Base Documents Visited

Siebel Chat remembers knowledge base documents, which have been viewed in

Siebel eSupport before the customer requested to chat with an agent. The

document list is visible to the Siebel Contact Center agent via the chat dashboard.

Fig. 8 – Documents viewed by a customer are displayed

Frequently Used Text

While working on chat interactions, the agent will use many phrases time after

time. For example:

� “Thank your for waiting, how can I help you?”

� “Please wait while I research your issue.”

To avoid having the agent type in these phrases every time, a global library of

frequently used text is available to the agents.

Fig. 9 – Frequently used text are displayed for the agent in Siebel Chat

Search Knowledge Base

An agent can select any portion of text from the chat dialog, and execute a full

contextual search by clicking the Smart Search button from the Siebel Chat

console. The results of the search query are automatically displayed in the Search

Results of the Siebel Search Center.

Smart Share

While solving the issue during a chat session, agents will frequently need to provide

customers with existing solutions to known problems. Siebel Chat has made it easy

for agents to share relevant information with customers with the click of a button.

Smart Share can be used to:

� Share selected text by highlighting any text displayed in any Siebel attribute


� Share a solution summary and description for a selected solutions record

� Share service request ID and description for a selected service request

record

To use Smart Share, the agent selects the text and clicks the Smart Share button.

The text will be copied to the section where the agent composes his reply.

Alternatively, the agent can also select a solution record and service request record,

and click the Smart Share button. A summary of the record (ID and summary

description) will be copied to the section where the agent composes his reply.

URL Push and URL Library

URL Push refers to the ability for an agent to share the content of a Web page

with the customer. The page will be automatically displayed in the chat window on

the desktop of the customer

The Siebel Chat administrator can set up frequently used URLs that point to pages

that will help resolve customer issues. This library of URLs is then available for

agents as a list during a chat session.

As a configurable setting, pushed pages can be displayed in the same browser

instance as the chat session or in a new browser instance.

Fig. 10 – Example of a pushed URL to the customer desktop using Siebel Chat

Spell Checker

Siebel Chat integrates with Siebel’s standard spell checker allowing agents to check

chat text for spelling errors before sending to a customer.


Activity Capture and Wrap-Up

An activity record is created for every incoming and transferring chat session. The

activity is attached to either a contact or a service request, depending on the

customer choice of configuration and condition of an incoming chat. The chat

transcript will be available as an HTML attachment to that activity.

Siebel Chat is the first channel to integrate with Activity Wrap-up, a new feature

introduced in 8.1.1. Releasing a work item ends the chat session and triggers “wrap

up” mode. In wrap-up mode, the agent can perform any necessary “call

disposition” actions as well as provide an outcome, reason and feedback for the

chat interaction. This wrap-up data can be used in Siebel Analytics reports.

Fig. 11 – The wrap-up screen in Siebel Chat allows the agent to detail the chat outcome.

Multiple Chat Interactions

An agent can have many simultaneously open chat sessions. Each chat session will

be represented by a tab with the customer name in the chat dashboard.

Fig. 12 – Chat session tabs provide faster navigation during simultaneous chat sessions.

Persistent Application Workspace

When a Siebel Contact Center agent switches between active chat sessions, the rest

of the Siebel application screen will return to the same view where the agent left

off before switching to another active chat session.

Chat tabs also track the number of messages sent by customers who’s chat

sessions are not in the foreground. For instance “John: 3” means John has sent 3

messages while the agent is talking to some other customer.

When the agent hovers the cursor above a non-active tab, a yellow frame with text

will be displayed containing the last sentence sent in that chat interaction. For

example, if the customer just sent a message “OK, I will try that now,” there is

probably no need for the agent to make that chat session active. However, if the

agent reads “Hello?” in the frame box, the agent will likely need to change to that

session to respond.

Automatic Sending of Chat Transcripts

As a configuration option in Siebel Chat, a chat transcript can automatically be e-

mailed to the customer as an e-mail attachment once the chat session ends. The

transcript will be in HTML format and it will contain everything that took place


during the chat session. For example, if a URL was pushed, this URL will be

captured in the transcript.

Siebel SmartAnswer

Siebel SmartAnswer is no longer sold as part of the Siebel CRM suite of

applications. The product is no longer shipped effective for all new and upgrading

customers beginning with Siebel 8.1 / 8.1.1. Existing customers of Siebel

SmartAnswer can continue to use their products, but will not be able to buy

additional seats.


SIEBEL CUSTOMER ORDER MANAGEMENT

Companies have deployed numerous systems to plan, administer, execute, and

enforce commerce policies across the various channels where business is

conducted. These companies have found that they are no longer administering this

policy data in one comprehensive system; they are challenged with managing these

rules across numerous disparate systems. This reduces the ability of the enterprise

to introduce new products and prices effectively across channels and results in

customers receiving undesired inconsistencies across channels.

Siebel Customer Order Management is expected to address these challenges by

delivering enhanced set of out-of-the-box pre-built Web services that are intended

to expose Siebel Customer Order Management capabilities to various channels and

applications. This is expected to enable customers to extend this pre-built

functionality further across their enterprises, seamlessly exposing this functionality

in real-time through standard Web portals and other Web service-enabled

environments that service a significantly broader range of customers and

interaction models.

Siebel Customer Order Management plans to deliver additional benefits to

business administrators and end users; improve product and price administration;

and improve the run-time experience through several new capabilities including:

� Oracle Application Development Framework (ADF) -based Siebel

Configurator user interface (UI): The ability to define ADF-based UI

themes within a configurator UI option and use them within the new Siebel

Self Service application.

Fig. 13 – Siebel Customer Order Management configurator admin screen

� Siebel eCommerce that uses Siebel Customer Order Management Web

services for all product, price and shopping cart management.

� Enhanced configurator debugging capabilities: Request detailed

administration log for any product model issue investigation.


Fig. 14 – Configurator debugging screen

� Product configurator sequencing allows the product administrator to define

“product attribute” and “product child item” evaluation sequence as part of

the configurator product structure.

� Enhanced promotion integration addresses several promotion and

customizable product rule integration scenarios and resolves them with

minimum user intervention.

Fig. 15 – Promotion integration view

� Enhanced Order Management and Oracle Real Time Decisioning (RTD)

integration for Siebel eCommerce: Recommendations based on out-of-the-

box RTD engine policies.


� New automated dynamic pricing enabling process: Pricing customers will no

longer have to perform manual steps and make complex repository changes

in order to enable Dynamic Pricing.

� New configurator grid user interface (UI): Provides the ability to place any

configurator control in a grid layout. It delivers enhanced data-driven UI

generation and layout support, and allows better use of screen real estate.

Fig. 16 – Configurator grid user interface.


Price Management

Siebel CRM introduces a number of new capabilities which address a growing set

of requirements generally referred to as price management. Price management is

defined as an integrated set of business processes that allow an organization to

become more efficient at managing price, which allows for the more effective

determination of the right price as influenced by internal and environmental

conditions.

Siebel Customer Order Management represents price management across five

process pillars: Analyze Plan, Publish, Execute and Negotiate.

Price management is a closed-loop process whereby:

� Analyze provides the oversight of all pricing activities.

� Plans are created driven by customer segments and pricing strategies

tailored for each segment. Each strategy contains optimal prices and

discount guidelines that are used to drive behavior during negotiation.

� Publish occurs once strategies have been set. Prices and discount matrices

are translated to the media and content required for multi-channel, global

distribution.

� Execute provides the single system of record required for ensuring the right

price and discount guidance is always provided to the requesting systems or

users.

� Negotiate occurs on the front line where the tools of the trade become price

recommendations, price waterfall analysis and customer compliance

analysis while being governed by the strategies created during planning.


Siebel Deal Management

Customers want to extend their pricing and selling policy from a transaction-based

price to a more demand and analytics-driven deal management. New deal

management will help customers identify deals with “Price Score Below That of

Corporate Standards” and recommend a price strategy based on Customer and

Segment Analysis.

Siebel Customer Order Management includes deal management capabilities that

include:

Deal Management Administration

New profile framework and pricing segmentation enables companies to define

customer attributes and conditional attributes in order to create logical groupings

for effective and strategic price planning.

Fig. 17 – New customer profile/segmentation view

New customer profile capabilities enable marketing administrators to assign values

to customer attributes in order to facilitate grouping of customers based on similar

characteristics and purchasing behavior.

New pricing strategy definition and pricing guideline policies enable price

administrators to define price range policies in relation to the defined waterfall

segments and whether the behavior driven by the guideline policy is constraining

or recommended. Guideline terms can be defined at the product or deal level as

well as other characteristics (user role, geography, etc).


Also planned is the ability to assign pricing rules based on price segment and

conditional attributes. These rules include association to a price list, a guideline

plan, and available adjustments.

Fig. 18 – New discount guideline plan configuration view

Quote and Order/Deal Runtime

The new quote and order/deal runtime capability plans to feature the following

capabilities:

� Price waterfall enables price administrators the ability to define the

organization’s price waterfall for deal assessment, reporting, etc. A price

waterfall is provided for individual line items as well as entire transaction to

include guideline/target price points.

� The price enforcement capability at quote, order or contract times prevents

the user from offering a price outside of the current policy with indications

regarding price policy compliance.

� Pricing workflow provides the ability for a user to seek approval for price

points that are outside of policy, but required for a deal.


Fig. 19 – New deal policy enforcement view

Deal Analysis

Deal analysis within Siebel Customer Order Management plans to include:

� Enhanced Price Waterfall. Enhanced price waterfall offers the ability to

define the organization’s price waterfall for deal assessment which includes

individual line items as well as the entire transactions to include

guideline/target price points.

Fig. 20 – New deal analysis/price waterfall view.


Quote Assessment

The ability to compare and analyze the “working” quote against similar quotes

across products and customers. This feature provides a set of pricing metrics useful

for deal comparison.

Deal Management Workbench

The following features enable inline analytical capabilities concerning the current

deal, allowing for effective and efficient deal assessment.

� New price segmentation scoring algorithm to assess the current deal pricing

against similar deals within the price segment.

� New ability to view the current requested deal pricing in relation to the

price segment.

� New ability to perform impact analysis within the price segment.

� New ability to gauge price trends within the price segment.

Fig. 21 – New deal analysis/price recommendation view.

Siebel Price Performance Analytics

Siebel customers need to understand, track, and analyze the performance of prices

throughout the organizations. They also need the ability to assess the effectiveness

of price policies implemented through Siebel Deal Management. The new Siebel

Price Performance Analytics functionality includes:


Price Segment and Deal Desk Analysis

Siebel Price Performance Analytics includes the ability to track and analyze the

performance of prices segments using metrics such as contribution margin,

discount effectiveness, price yield and price elasticity.

The ability to answer questions such as, which segments:

� Are performing as planned?

� Are lagging behind plan, or other segments?

� Are contributing the most margins?

� Value my products differently?

� Have the most opportunities for improvement?

The ability to manage deal desk activities by understanding:

� Where are price exceptions the most prevalent?

� Where are my guidelines to tight/broad?

� What sales teams are constantly requesting deep discounts?

� Where am I losing margin due to end of quarter deals?

Fig. 22 – New Siebel Price Performance Analytics view


Price Performance Analytic Dashboards

Siebel Price Performance Analytic Dashboards plans to include the ability to look

across customers and products to understand globally where opportunities for

improvement lie, and the ability to drill down into the customer/product hierarchy

to pinpoint areas of improvement.

Fig. 23 – Siebel Price Performance Analytic Dashboard


SIEBEL ENTERPRISE MARKETING SUITE

The Siebel Enterprise Marketing Suite offers solutions covering marketing

planning and resource management (MRM), customer analytics and segmentation,

campaign management, e-mail and web marketing, events management, real-time

decisions and interaction management, partner marketing, loyalty program

management, lead management, and marketing analytics. Using the Siebel

Enterprise Marketing Suite organizations can acquire more profitable customers,

cross-sell and up-sell more effectively, retain valued customers longer, accelerate

time to market, and drive superior marketing performance.

World-Class Lead Management

Siebel Enterprise Marketing Suite provides an enhanced end-to-end response and

lead management process to dramatically accelerate lead follow-through, increase

lead conversion, and provide a common framework that marketing and sales can

manage together to monitor and improve results.

With Siebel lead management your organization can obtain a variety of business

benefits including:

� Ensuring that all responses across channels are captured and processed on

a timely basis

� Increased data quality, lead follow-through, and process consistency

through a consistent lead development framework shared between

marketing and sales

� Higher conversion rates from an increased focus on passing better quality,

better qualified leads to sales, not just more quantity

� An accelerated process of importing leads in the system, qualifying them,

and assigning to a sales rep or partner

� Providing marketing a better mechanism for nurturing leads and keeping

them warm until they are ready to be handed to sales

� Less IT dependency, more flexibility and local control for Sales and

Marketing operations to define their lead scoring, routing and other policies

� Better visibility into the performance of the entire process

Enhanced Import of Leads, Responses, and Customer Lists

Siebel Enterprise Marketing Suite enables your business to accelerate lead follow-

up by empowering business users to import responses and leads without

dependency on IT or a central operations group.

Siebel CRM base module includes an enhanced set of features for business users to

import customer, response and lead data into the system. The list import

framework has been expanded to support a wider variety of data including the

ability to import new accounts, contacts, prospects, responses, leads, and offline


survey results. All imports are fully integrated with data quality services to

maintain high data integrity.

Siebel CRM also introduces a variety of usability improvements to the list import

process. Data errors are collected for the end user with error messages, so the user

can quickly correct any data problems and re-import the corrected data. Users can

schedule import jobs for a one-time or recurring basis, or import manually.

Business users can also monitor the progress and status of an import job directly

through the user interface (UI), so they have immediate knowledge when all the

data has been successfully added to the system.

List import is expanded in Siebel CRM to support both delimited text file types

(such as CSV, tab delimited) as well as XML files. In addition, the list import is

configurable and extensible for new data attributes and new types of objects, so

that the data capture process matches any object extensions in your CRM

deployment.

Fig. 24 – Siebel CRM provides an enhanced self-service interface for easily importing

responses, leads and customer lists

Accelerated Lead Qualification and Prioritization

Siebel Enterprise Marketing Suite provides enhanced lead processing services and

business rules to more optimally score, prioritize and route leads across multiple

sales channels.

The solution leverages the Siebel business rules engine to provide a powerful,

flexible set of lead scoring, ranking and routing rules. Scoring, routing and other

lead services are exposed as common services across the application so all leads are

processed consistently, whether they were imported, entered by a user, or created

through automated scripts, workflows or other events.


Control of lead processing rules is delegated to individual organizations, so that

each organization has local control over scoring rules, prioritizing and ranking, and

routing logic across their particular sales channels. They can also control other

policies such as time-based reassignment, so they can set their own time limits for

how long a sales rep is allowed to hold or convert a lead before it is escalated or re-

assigned.

Finally, marketing and sales operations can close the feedback loop by using lead

import to update final lead status and outcomes, for example when receiving

feedback from third-party call centers, resellers or separate CRM systems.

Enhanced Lead Management Usability

With Siebel Enterprise Marketing Suite, sales representatives and lead qualification

agents benefit from a tailored lead management user interface that enables them to

qualify and work leads more quickly and easily. The application provides tailored

views for the lead qualification process, including built-in functions for quickly

converting, retiring, and rejecting a lead. Data is auto-populated from the lead

onto new opportunities, and all leads follow a consistent set of status and

qualification values that are used to drive the lead conversion process.

To increase feedback to marketing and sales operations, when a sales rep rejects a

lead, the rep is prompted to provide feedback comments and justification, and can

indicate whether the lead should be re-routed to a different owner.

Fig. 25 – Siebel Enterprise Marketing Suite offers new tailored views and built-in

functions for telesales and field sales representatives to easily qualify and work leads

Enhanced E-mail and Web Marketing

Siebel E-mail Marketing is a comprehensive permission-based and scalable e-mail

marketing solution that is fully integrated with Siebel CRM and multi-channel

campaign management. It enables marketers to plan, create, test, execute and track


targeted, personalized e-mail communications. Siebel E-mail Marketing helps

consumer and business marketers personalize communications to ensure that they

are building trust through meaningful dialogue with customers, fully respecting

customer preferences, applying e-mail best practices, and gaining real-time visibility

into e-mail marketing performance.

Enhanced E-mail Marketing Usability

Using the Siebel task-based user interface (UI), users can walk through a simple

wizard-like flow to setup a new e-mail treatment, modify e-mail content, and test

e-mail deliverability prior to building a full campaign. The application automatically

parses HTML content and tags URLs for trackability. New e-mail testing features

allow the user to easily send a test to a list of several e-mail accounts, and the user

can test text-only, HTML-only, or full MIME delivery.

Fig. 26 – A new task-based user interface layout makes it easy to quickly design

personalized e-mail messages.

Enhanced E-mail Server System Management

The Siebel E-mail Marketing Server has been enhanced in Siebel CRM to lower the

cost of system support, increase fault tolerance, assist with failure recovery, avoid

bottlenecks in the e-mail sending infrastructure, and ensure higher levels of e-mail

deliverability.

The Siebel E-mail Marketing Server now supports the ability to set threshold limits

for e-mail throughput so the administrator can define the maximum sending rate as

well as the overall rate through the E-mail Sending Daemon (ESD). The system

can also be set up to automatically designate failover components in the event that


the primary component goes offline. In addition, all integration points between

Siebel E-mail Marketing Server components and the Siebel object manager have

been migrated to standard Web services to ensure standards-based access and

eliminate security concerns with proprietary protocols. To assist with installation

and troubleshooting, the system includes system test diagnostics so the

administrator can quickly confirm that all the connection points between

components are successfully connected.

Siebel Enterprise Marketing Server includes new job management features to assist

marketing operations with job prioritization and job control. The new job

monitoring console enables the e-mail administrator to view the status of all jobs

across the system, and pause, resume, or cancel any jobs if desired. The Siebel E-

mail Marketing Server also includes automatic job prioritization, so that higher

priority mailings are delivered in the queue ahead of lower priority mailings.

Web Landing Pages and Surveys

With proliferating product offerings, segments, and advertising messages, many

organizations struggle to keep up with the volume of unique Web landing pages

that they need to create and deploy for their targeted online campaigns.

Siebel Enterprise Marketing Suite introduces a new module to enable business

users to rapidly design and launch targeted Web landing pages. Using an easy-to-

follow task-based UI, a landing site creator can pull from a library of shared,

reusable HTML templates, page headers, footers, style sheets, and other content,

to rapidly assemble a new site while maintaining corporate branding and style

guidelines.

The application also provides a simple setup screen to quickly build Web forms

and Web surveys. The end user can build a form or survey from a common

question library, and quickly create new ad-hoc questions when needed. When a

website visitor submits a form or a Web survey, the application automatically

captures the survey responses, and ties the data back to the question library and

campaign context.

All Web responses automatically go through a quarantine and data quality check

before populating the data in Siebel CRM, to ensure high data quality for new Web

responses and leads. The response capture process leverages the same common

services as offline response import, so that you have the option to run online and

offline surveys and capture the data in a common response repository and

question/answer history.

Enhanced Campaign and Dialogue Management

Siebel Campaign Management, an optional module of the Siebel Enterprise

Marketing Suite, enables marketing campaign managers to design and execute

multistage, multi-channel, recurring, and event-triggered marketing programs.

Using Siebel Campaign Management, marketing organizations are able to automate


a series of communications and follow-up activities over time to ensure faster,

higher quality execution of campaigns while delivering more timely and relevant

communications that produce better results.

Siebel Campaign Management includes a powerful segmentation and campaign

targeting tool that helps organizations more effectively target relevant messages to

the right person. It offers unique segmentation and list generation capabilities that

enable any marketing user to define segmentation and suppression criteria against

multiple data sources; get counts interactively; split segments into target cells; and

save segments for reuse. It is designed to deliver high performance and scalability

against the largest consumer marketing databases for a large numbers of users.

Siebel Campaign Management provides an intuitive graphical drag-and-drop

designer that makes it easy for a marketing campaign manager to design the

elements of a program including stages, schedules, target audiences, lists, and test

and control offers.

For example, a marketing manager might automate multiple steps or stages for a

trade show. The first stage could be used to send different invitations to different

audiences targeted for the event. Subsequent stages can be based on a customer

response, a lack of response, or any other trigger defined by the marketing

manager. The second stage could be used to automatically send reminder notices

to any person who has not registered for the event. Subsequent stages might be

used to send thank-you messages or sorry-we-missed-you messages or to automate

follow-up calls by the telesales organization. The entire program can be automated

from the initial customer segmentation, through communication, to response

collection and analysis.

Siebel Campaign Management includes the following enhancements and new

functionality:

• Enhanced Scheduled and Event-Triggered Communications enables

marketing managers to more easily build one-to-one, event-triggered

marketing programs that significantly improve the timing and relevancy of

customer communications over traditional methods.

• Enhanced Program and Campaign Design Usability improves

marketing productivity and reduce the time to create marketing programs.

• Enhanced Contact Governance improves the flexibility for defining,

managing and enforcing contact communication and suppression rules.

• New Inferred Response Support improves marketing measurement

through the use of “inferred response” capture and analysis

• New Automated Lead and Activity Creation accelerates qualified lead

follow-up and activity assignment.


Enhanced Scheduled and Event-Triggered Communications

Marketing organizations can transform the effectiveness of their marketing

activities by improving the timing and relevancy of their communications and

follow-up activities using event-triggered marketing, and by shifting from one-off

campaigns to ongoing, automated dialogues that more effectively sense and

respond to “moments of truth” with the customer. In so doing, organizations can

more effectively deliver the right message to the right consumer at the right

moment through the right channel. Siebel Campaign Management includes a set of

enhancements that make it easier to set-up and execute real-time, event-triggered

communications and automated one-to-one dialogues.

First, the program flow designer includes new icons to easily add triggers to the

communication plan. The trigger icon has been enhanced to enable the user to

select one of two modes of triggering: either a realtime customer event or a

recurring schedule. The new ‘Wait’ icon enables the user to easily indicate the lag

time they want to enforce between two steps in the program flow. This enables

the system to automatically ensure that each individual customer receives

communications with these lag times based on when each customer’s triggering

event occurs.

Fig. 27 – Enhanced program flow designer includes new icons

Siebel Campaign Management now includes an event trigger repository that tracks

all of the events that the marketing organization is “listening” for. Since many

customer events may not be captured within Siebel CRM, the event system has an

open service interface so that event information can be transmitted from other

technologies in the enterprise, such as Oracle Business Intelligence, Oracle

Business Activity Monitoring (BAM), database triggers and stored procedures, or

other third-party tools that can communicate using Web services. For events that

occur within Siebel CRM, you can also define run-time events which can act as a

trigger.


When a customer event occurs, typically a marketer wants to apply some additional

targeting logic to ensure that each customer meets all the required criteria and that

the correct treatment/action is taken. Siebel Campaign Management includes

enhanced segmentation to enable users to define these eligibility and targeting

criteria in the same consistent user interface that is used for batch

communications. This offers several advantages including easier user training, the

ability to reuse existing segment definitions in both batch and triggered scenarios,

and the ability to leverage all the existing customer metrics and attributes that are

already defined in the common analytics and segmentation metadata.

In some situations, the marketing organization may be monitoring a single event

which has the option to trigger multiple dialogues. In this situation, you usually

want to select the single best dialogue that will give the customer the best, most

relevant experience. The application includes a prioritization workflow that

monitors each trigger and applies logic to select which of the associated programs

should be executed. For more advanced prioritization of dialogues, this workflow

can be extended by adding calls to Siebel Business Rules or Oracle Real Time

Decisions (RTD).

Enhanced Program and Campaign Design Usability

To simplify the creation of multi-stage programs, the program flow provides a new

type of connector between flowchart icons called a ‘constrained connector’. This

connector enables the user to easily indicate that all the customers targeted in a

follow-up step of a program must be filtered only to customers that were touched

in the previous step. This enhances usability for end users, since they are no

longer required to manually include this filtering logic in their segment criteria, as

these constraints are enforced automatically.

For easier setup of test and control groups, the campaign allocation view has been

enhanced to enable the user to quickly indicate the control group size for each

segment. In addition, the enhanced allocation matrix allows users to more easily

indicate the desired segment percentage or count for each cell, simplifying the

structure of their segment trees. The allocation view also displays the expected

cost of the campaign based on the costs of each treatment and the number of

targeted customers and indicates how much budget is remaining. Finally, the

allocation matrix has been enhanced to show all of the segments, segment trees

and internal lists in a single view. Users can use the columns displayed and

expand/collapse icons on the tree to expose or hide the desired amount of detail.


Fig. 28 – The enhanced campaign allocation includes several usability enhancements

Finally, the program flow designer has been enhanced to enable the user to include

calls to custom pre-processing and post-processing routines that may be required

to fully automate the program. For example, you may want to execute some

operations on the segmentation engine, such as running a data mining model or

seeding cache, before executing a campaign process. Another example could be a

post-processing workflow that runs during campaign launch to manipulate the

export files and distribute files to external vendors. These types of custom

processes and services can be included by the user directly in the program flow

design process.

Enhanced Contact Governance

A marketing organization wants to ensure that it does not communicate to its

customers too frequently or violate the customer’s preferences, abusing the

customer’s attention span. To avoid this situation, most companies establish a set

of communication policies that apply to each channel, region, segment, product

line and other contexts.

To help simplify the management of these contact planning rules, the Siebel

segmentation engine includes an enhanced framework to automate filtering rules

based on the specific context of the marketing communication. For example, a

marketing organization can set up a contact planning rule for each channel,

product, region or organization, as well as other parameters. When a triggered

dialogue or batch campaign is run, the system automatically applies the appropriate

contact planning rules in combination based on the treatment channel, region, and

other context to ensure all the appropriate suppressions are applied. The segment

designer view also lets the user apply different context filters to simulate the rules’

effect on the audience size while the segment criteria is still being defined, so that


they know exactly how many customers will qualify for the campaign. The

marketer has the option to save each simulation as a saved request for comparison

between scenarios.

Note: Contact planning capabilities are delivered as enhancements to the Siebel segmentation

engine, which leverages the Oracle Business Intelligence Enterprise Edition (OBIEE) 10.1.3.4

platform.

New Inferred Response Support

Responses to marketing activities are generally categorized as either explicit or

inferred. Typically, an explicit response is where an action taken by a prospect (e.g.

click on an email link, a returned reply card or a phone call to a telemarketing

center) can be directly linked to a campaign or a promotion. However, not every

response to a marketing initiative results in an explicit response being captured. A

bank may run a promotion to encourage new account openings within a certain

time period. If a person exhibited this behavior during this time period, but an

explicit response was not captured, an inferred response can be created and

associated to the promotion. This allows the marketing organization to more

effectively and completely measure the return on marketing investment.

Siebel Campaign Management includes new capabilities that allow a marketer to

define inferred response criteria and automatically apply these criteria to capture

inferred responses. The inferred responses can be used for both campaign

performance measurement, and to trigger dialogue actions. For example, you may

want to monitor customer activity that occurs outside the Siebel CRM application

and automatically create ‘soft’ responses for customers that show the right pattern

of behavior. An inferred response can also be a non-event by a customer, such as

someone who registered for an event but did not show up.

The solution enables the user to explicitly define response definitions and

automatically create inferred responses as part of an automated marketing

program. The response definitions leverage the Siebel segmentation engine,

enabling you to define rich criteria from data and derive customer metrics from

across your enterprise.

The response definitions can be setup as explicit steps of the program flow, and

the user can choose when the response definition should be evaluated by

indicating the recurring or triggered schedule. The response step can be used with

a preceding ‘Wait’ step to specify specific lag times between steps, such as waiting

30 days after a campaign to look for a change in customer behavior. The Wait step

can also serve as a time-out detector for non-events. For example, you might want

to monitor customers who did not display any of the desired behaviors within 10

days and log a negative response for them.


New Automated Lead and Activity Creation

To ensure respondents to campaigns receive follow up on a timely basis, your

organization may want to automate the process of creating leads for certain

valuable respondents in the program. Siebel Marketing includes enhancements to

enable marketing departments to automatically create leads and activities as part of

the end-to-end program design. Similar to the response definitions mentioned

above, the user can include a Lead icon in their program flow which can

automatically create leads for certain segments of your respondents. For example,

if a customer displays a series of responses, such as viewing an online demo,

downloading a whitepaper and attending an event within 30 days, you might want

to automatically create a lead and assign that to sales development for follow-up.

Some organizations use activities as the primary way to assign work to their field

organization. Siebel Marketing provides new options to define the follow-up

activity details for each treatment in a campaign. For example, for the direct sales

channel might want to automatically create activities for sales people to schedule

an appointment with the customer.

For any treatment in any channel, the marketer can indicate activity details such as

activity type, due date, priority, and expected duration. Once the treatment details

are defined, these activities are automatically created when the campaign is

launched, and the activities are automatically linked to the customer, campaign,

and treatment. Your organization can use Siebel assignment manager to assign the

activities to specific sales users or other employees based on territory, skills and

other criteria.

Fig. 29 – Marketing treatments allow the campaign manager to automatically create

activities for the sales organization


SIEBEL LOYALTY

Siebel Loyalty is a comprehensive loyalty program solution that allows

organizations to increase the value and duration of its most important customer

relationships, acquire rich customer insights, and improve the overall customer

experience through dynamic, differentiated and cost-effective loyalty initiatives.

Siebel Loyalty offers a unique customer-centric, multi-channel and multi-partner

loyalty solution that supports the entire loyalty marketing lifecycle on a common

open, standards-based platform and provides flexibility and agility far beyond

traditional systems. Siebel Loyalty includes deep industry and loyalty best practices

support for member enrollment and management, points accrual and redemption,

personalized loyalty promotions and member communications, multi-channel

customer care and cross-industry partner management. Unlike other solution

providers, Siebel Loyalty is the only packaged solution that is fully integrated with

the industry’s #1 rated CRM solution for a unified 360 view of the customer and

support for end-to-end processes to drive improved business results.

Accrual Management

Siebel Loyalty introduces a variety of new enhancements to accrual management to

enable greater program innovation, enforce higher levels of data integrity with

partners, and enable richer analysis of the impact of promotions and reward

schemes in driving member behavior.

Accrual Template

Loyalty programs often work with a partner network that spans a variety of

industries, such as retail, hotel, airline, car rental and financial services. Partnership

agreements often include unique stipulations to the partner for the completeness

and validity of transaction data that the partner submits for processing member

rewards. These stipulations can vary greatly from partner to partner based on the

industry they belong to and the type of products and services they offer.

For example, an airline transaction may require data about operating flight number,

date of departure and booking class, while a hotel transaction may require data

about room type, rate type, payment, dates of check-in and check-out and property

details. As a result, it can be challenging to ensure that the incoming transactions

from individual partners are valid and include the required data attributes to

process the member rewards successfully.

Accrual templates allow loyalty programs to setup automated, configurable data

validation rules for each partner and product combination. Templates

automatically check for common data integrity issues such as completeness of data,

and duplicate transactions to help reduce occurrences of missing and incorrect

member accruals.

As a result, the organization will spend less time resolving customer issues leading

to enhanced customer satisfaction.


Validation for Adequacy of Data

Accrual templates allow loyalty programs to define what data elements are required

in the transactions submitted by a given partner for a given activity to ensure that

member rewards are calculated accurately. For example, an airline program may

offer 50% of the miles flown as bonus points for flights booked in “full fare

economy” with all premier alliance partners and an additional 500 points for

booking online. To be able to reward members against these promotions, the

transactions submitted by the premier alliance partners must contain information

regarding the booking class as well as the booking channel.

Another example could be of a retailer, who rewards 500 bonus points for

customers shopping between 10 p.m. to 6 a.m., in addition to rewarding members

1 point per dollar spent. This requires the retailer to submit the time of transaction

as well as the amount spent by the member while reporting member activity to the

loyalty program for processing rewards.

Validation for Duplicate Transactions

Transactions submitted by partners need to be “de-duped” to avoid rewarding

members more than once for the same activity. Because the information used for

identifying duplicate transaction varies from partner to partner based on the nature

of member activity, accrual templates in Siebel Loyalty enable loyalty program

managers to define a configurable definition of what is considered a duplicate

transaction for each partner and type of activity.

For example, for a flight activity, a duplicate transaction may be identified based on

membership number, date of departure and flight number, while in the case of a

hotel stay, duplicate transaction may be determined based on membership number,

bill number, check-in/check-out dates and property code.


Fig. 30 – Accrual templates enforce configurable transaction validations to significantly

reduce the time to launch new partnerships, streamline partner communications, and

reduce the occurrences of missing or incorrect accruals.

Flexible Accrual Rewards (8.1.1)

Siebel Loyalty now supports flexible accrual rewards that enable organizations to

differentiate their program more effectively and take their program to the next

level of customer centricity. Flexible accrual rewards allow organizations to set-up

multiple reward choices for the same promotion. With flexible accrual rewards,

customers get to decide which reward best meet their needs and organizations can

more effectively drive desired behavior across different customer segments.

For example, a retail loyalty program comprising household, individual and

corporate members could run a promotion to maximize revenue and profitability

as follows:

Shop for $5000 or more in calendar year 2008 with average order value of $50 per

visit and win a reward of your choice from the following:

Option 1: 4 Tickets to Disneyland

Option 2: 10,000 Retail Points + 2,000 Swift Air miles

Option 3: 5% Discount on all purchases in the year 2009

Option 4: ‘2-Minutes Guaranteed Checkout' entitlement for the year 2009

This feature enables users to set up multiple incentive choices for each accrual

promotion. For a given promotion, each targeted member can choose an incentive

based on what he or she perceives to be of the highest value. When a member

qualifies for the promotion, the Siebel Loyalty engine triggers an incentive inline

with the member’s choice.

Flexible accrual rewards enable leading

organizations to run customer-centric

loyalty programs, aligned to the interests,

attitudes, opinions, and way of life of the

best customers of their business


Figure 31: Flexible accrual rewards allows users to define multiple incentive choiceds

for each promotion.

Employee-Corporate Joint Rewards

With Siebel Loyalty, loyalty programs can reward both the corporate client and the

employee for an eligible business activity undertaken by the employee. The joint

reward feature enables loyalty programs to reward based on the following choices:

� The employee (enrolled as an ‘Individual’ type member); or

� The organization to which the employee belongs (enrolled as an ‘Account’

type member); or

� Both employee and the organization.

The joint reward schemes are typically based on the specific agreements between

the loyalty program and individual corporate clients. The point type used to reward

the employee and the organization can be the same or different. For example, an

airline may reward a traveling employee 1 point per kilometer flown and 1,000

business points to his employer for the same activity.

Flexible Accrual Rewards


Fig. 32 – Employee-Corporate joint rewards enable innovative and tailor-made reward

schemes to target corporate customers – one of the most profitable segments in the

airline, hotel, communications and car rental industries.

Micro-Tracking of Program Currencies (8.1.1)

Micro-tracking of program currencies allows loyalty programs to track and report

member point transactions at a more granular level to allow more meaningful

analyses of their earning pattern and the impact of individual reward schemes or

promotions in driving member behavior.

Users can now define one or more sub-categories referred to as 'point sub-types'

for each point type so that each accrual and redemption transaction is linked to a

point sub-type in addition to a point type. For example, an airline loyalty program

may have the following point sub-types: joint promotion incentive, class of service

bonus, recognition bonus, festival incentive, weekend bonus, fare bonus, and

service recovery incentives.

Fig. 33 – Program definition is enhanced to include user-defined point sub-type setup

Point sub-type feature enables Loyalty

programs to more effectively analyze

member behavior and promotion

effectiveness.

Points

Sub-types

Flight with King Air

Individual Member

Corporate Member

Employment

500 BizCredits

1000 Base miles

100 Tier Bonus

25 Status credits

Reward

Flight with King AirFlight with King Air

Individual Member

Corporate Member

Employment

500 BizCredits

1000 Base miles

100 Tier Bonus

25 Status credits

Reward


Point sub-types also enable differential partner billing rates for the same point

type. For example, a loyalty program can apply different billing rates for a partner

for promotional points versus regular points. Siebel Loyalty will allow users to

setup billing rates for partners at the point sub-type level rather than at the point

type level.

For example, an airline loyalty program may charge its air partner 1 cent per mile

earned as a class of service bonus and 0.5 cents per mile earned as an incentive for

flying on the weekend. The point sub-type feature provides loyalty programs the

much-needed flexibility to apply differential billing rates for the same point type.

Fig. 34 – Point sub-types are associated with Accrual action so that the resultant accrual

item is linked to point sub-type for future tracking and analysis

Point Effectivity

Siebel Loyalty includes enhanced point effectivity to enable loyalty programs to

restrict members from redeeming points earned for a given activity until a specified

period of time. This is achieved by assigning effective dates to member accruals

with certain partners and maintaining an “effective” points balance separate from

the “available” balance. This is particularly useful for points accrued on retail

transactions, where the goods purchased can be returned. For example, if a retailer

allows goods purchased to be returned within 30 days of purchase, the accrual

effectivity can be set to 30 days after the purchase for that retail partner.

Loyalty Partner Management

Many loyalty programs seek to increase the benefits and rewards available to

members by building a network of partners through which members can accrue

benefits and redeem awards. However, setting up and managing the financial

aspects of loyalty partner networks can be complex and challenging.

Siebel Loyalty introduces a variety of enhancements to simplify billing processes

and automate common partner transactions including:

� Flexible billing rate setup

� Simplified billing through the ability to use a single point type to debit

partners even when member accruals span multiple point types.

� Configurable cost sharing among partners participating in joint promotions.

Point sub-type feature enables flexibility

required to implement differential partner

billing rates for points based on the earning

basis (e.g. Base Miles versus Bonus Miles)

Linking Point Sub-

types to an

accrual action


� Partner billing controls to enable loyalty programs to systematically track

partner balances and initiate the sale of points/partner billing at pre-defined

triggers based on the partnership agreement.

Enhanced Partner Billing (8.1.1)

Siebel Loyalty includes enhancements that enable loyalty programs to setup billing

rates for each partner inline with their partnership agreement and billing

arrangement (i.e. “pre-paid” or “post-paid”). An accrual process in a loyalty

program that involves partners typically includes three basic steps:

1. A loyalty program member undertakes a business activity (say purchase of

a product or a service) with a loyalty program partner. The partner notifies

the loyalty program or submits the transaction for processing.

2. The loyalty program rewards the member (typically in points) for the

business activity based on accrual rules and applicable promotions.

3. The loyalty program bills the partner at the negotiated rate as per the

partnership agreement.

For example, a member of a loyalty program spends $250 on renting a car with a

program partner. The loyalty program rewards the member 250 points @ 1 point

per $ spent with the partner and bills the partner at the negotiated billing rate as

per the partnership agreement.

Fig. 35 – ‘Loyalty program-Member-Partner’ relationship

A partner is either ‘Pre-paid’ or ‘Post-paid’ (‘pay as you go’) based on the billing

agreement between loyalty program and the partner. Pre-paid partners purchase

points in advance and maintain certain point balance with the loyalty program

throughout their active partnership tenure. Every time a member accrues points

for an eligible business activity with a pre-paid partner, its point balance gets

debited by a quantity determined by partner debit rules. The loyalty program

typically bills pre-paid partners in advance.


Post-paid partners don’t need to purchase program currency in advance or

maintain any point balance with the loyalty program. The loyalty program bills

post-paid partners after its members accrue points for eligible business transaction

with them, at a frequency mutually agreed between loyalty program and the

partners.

Billing Rate Setup For Post-paid Partners (8.1.1)

Siebel Loyalty now enables loyalty programs to setup billing rates for post-paid

partners to facilitate calculation of partner receivables for a given billing period.

Users can setup billing rates for each partner at the “point sub-type” level. Billing

rates have date effectivity that allows users to maintain multiple rates for the same

point type and sub-type combination for non-overlapping time periods.

This feature also allows loyalty programs to determine the proportion of points

accrued to be billed to the partner, based on the partnership agreement. It is

accomplished by setting up appropriate ‘Billing percentage’.

Partner managers can prepare a summary of total points accrued by point sub-type

for post-paid partners and use corresponding partner billing rates and billing

percentage to calculate the total receivable amount for a given billing period.

Fig. 36 – Partner setup is enhanced to include Billing Rates setup for post-paid partners

Pricing Rule Setup for Pre-Paid Partners

Siebel Loyalty now allows loyalty programs to setup multiple pricing rules for pre-

paid partners. Each pricing rule can have a price range to define a unique billing

rate per point based on the quantity of purchase. For example, a billing rate of 20

cents per point applies up to 20,000 points, a billing rate of 18 cents per point

applies between 20,001 to 40,000 points and so on.

Partner billing feature enables loyalty

programs to implement flexible pricing

rules and facilitates streamlined partner

billing process, leading to enhanced

operational efficiencies and superior

partnership management, which is critical

in large multi-partner and coalition loyalty

programs


Fig. 37 – Loyalty program setup is enhanced to define Billing rates for pre-paid partners

A pricing rule is associated to each pre-paid partner to determine billing rate and

total order value for each points purchase transaction, either done manually or

through auto-replenishment.

Multiple pricing

rules for Pre-paid

partners

Billing rates setup

by quantity


Fig. 38 – Partner setup is enhanced to include billing type, minimum order quantity and

pricing rule association to drive billing for pre-paid partners.

Partner Billing Controls

To maximize a loyalty program’s profitability, it is important that a program

maintains systematic financial controls with each partner. Siebel Loyalty provides

new partner billing controls allowing program owners to implement the billing-

specific policies based on the partnership agreements.

This feature allows users to set-up the following policies for each partner:

Re-order Level

When the point balance of a given partner falls below the re-order level, Siebel

Loyalty can initiate sale of points and billing to the partner. For example, if

the re-order level for a partner is 750,000 points, the loyalty administrator can

set automated alerts to trigger notification to the partner relationship manager

as soon as the partner’s point balance falls below the re-order level. The re-

order level can also be set as a negative number in case a given partner is

allowed to overdraw.

Credit Limit

When the point balance of a given partner falls below the credit limit, member

accruals for the activities done with that partner can be rejected or put on

hold. This provides time to investigate and resolve any billing issues before

the transactions are processed.

Auto-replenishment of Points for Pre-Paid Partners (8.1.1)

Siebel Loyalty now allows loyalty programs to automatically replenish the point

balance for pre-paid partners once their point balance falls below the re-order

level. This feature uses a workflow to drive the automated point replenishment

process and determines:

Partner billing controls enable loyalty

programs recruiting multiple partners to

automate partner billing process in line

with the individual partnership agreements.


a. The timing of auto-replenishment based on the ‘reorder limit’ defined for

the partner

b. The quantity of replenishment based on the ‘minimum order quantity’ set

for the partner

c. The billing rate based on the ‘pricing rule’ associated with the partner.

Users can trigger replenishment in real-time or through a scheduled batch process.

Tracking Point Purchase Transactions for Pre-paid Partners (8.1.1)

Siebel Loyalty enables users to systematically track each point purchase transaction

– manual or triggered through the auto-replenishment process. Loyalty programs

can use this information as a basis to generate receivable invoices in their financial

systems.

Unified Partner Point Type

Siebel Loyalty enables simplified partner billing processes by allowing loyalty

programs to use a single point type for partner transactions. Loyalty programs

often use multiple point types to reward members for eligible activities such as

bonus miles, recognition miles, and regular miles. However, to manage simplified

settlements with partners, Siebel Loyalty allows debiting partners in a single

(unified) point type. This eliminates the cumbersome task of selling multiple types

of points to each partner and tracking their balances by multiple point types.

To debit partners in a single point type for member accruals in multiple point

types, conversion rates are defined between point types, which are used to reward

members and the partner point type.

Fig. 39 – Unified partner point type simplifies partner billing and reduces the complexity

of selling multiple point types to each partner.


Multi-Partner Debit

New multi-partner debit capabilities enable loyalty programs to easily apportion

the cost of joint or packaged promotions with one or more partners. With the

new capabilities in Siebel Loyalty, loyalty program owners can define the precise

apportioning of accrual costs across the participating partners to ensure that

partner agreements are honored for the promotion.

For example, a loyalty program launches a packaged promotion, where a member

is rewarded 10,000 bonus miles, if she flies with Vision Air, stays at Dream Valley

Resorts for minimum of two nights and rents a car from CATZ rentals during

Christmas. The cost of the 10,000 bonus points needs to distributed according to

the program agreement. The cost may be distributed as Vision Air (40 percent),

Dream Valley Resorts (30 percent), CATZ rentals (15 percent), and the host of the

loyalty program (15 percent). In Siebel Loyalty, this can be easily achieved through

a joint promotion set-up feature.

Partner Statements

Siebel Loyalty supports partner statements on a periodic or ad-hoc basis. The

statement contains details like batch number, date, number of accrual records in a

batch, points accrued to the members and a partner’s opening point balance. This

allows systematic communication of transactions, member accruals, partner debits

and point balances to partners periodically or on demand. The statement can be

delivered to partners using Oracle BI Publisher, Siebel Email Marketing, or any

other third party fulfillment tool.

Redemption Management

Siebel Loyalty provides new redemption capabilities to enable delivery of superior

customer experience through variable redemption pricing. It also supports a wider

variety of payment options and redemption pricing capabilities.

Redemption Pricing Enhancements

Siebel Loyalty introduces several redemption enhancements including:

• redemption pricing based on distance

• support for multiple redemption price options

• dynamic redemption pricing

• automated point loan

• bid-driven redemption pricing.

Redemption Pricing Based on Distance

This feature enables airline loyalty programs to set up base prices for air

redemption based on pre-specified distance ranges. The price for a given award

flight can then be determined based on the distance range it falls in. For example,

Multi-partner debit feature enables automatic

distribution of the cost of joint promotions

among partners, saving the Loyalty program

the rigor and complexity of doing this task

manually, thereby enhancing operational

efficiency and accuracy.


an airline can define redemption prices for distance ranges 0 – 2,000 miles, 2,001-

4,000 miles, 4,001- 6,000 miles, and above 6,000 miles. When an award flight falls

in the distance range ‘0-2,000 miles’ the price set-up for this range will serve as a

base redemption price.

Fig. 40 – Example of distance-based multi-currency redemption pricing

Multiple Redemption Price Options

Siebel Loyalty enables loyalty programs to offer multiple base price options to

members for an award by allowing:

1. Redemption prices in multiple point types; and

2. Multiple pre-defined ‘Points + Cash’ price options

All the payment options are made available across all channels used to offer

redemption. For example, an economy class, one-way award flight within a

distance range 0-2,000 miles can be redeemed using any of the following five base

price options:

Option Mode Point Type Points Currency Amount

1. Points Miles 25,000 - -

2. Points + Pay Miles 15,000 USD 100

3. Points + Pay Miles 12,000 GBP 80

4. Points Points 40,000 - -

5. Points + Pay Points 20,000 USD 120


Dynamic Redemption Pricing

Siebel Loyalty allows loyalty programs to dynamically ascertain the price of a given

award based on the member as well as transaction attributes such as member

status, membership tenure, nationality, date of transaction, transaction channel,

origin, and destination. Dynamic redemption pricing enables loyalty programs to

define one or more modifications to the base price for an award. For example, a

Loyalty program can offer 20 percent off on the redemption price for platinum

members flying between LAX and JFK on all the OneGlobe alliance carriers and

10 percent off for booking the award flight online.

Automated Point Loan

Siebel Loyalty supports the option to loan points temporarily to enable their most

valuable customers to redeem an award and enhance their experience. Siebel

Loyalty has streamlined the process to automatically loan points to members to

cover for the shortfall of points required to redeem a given award. The size of the

loan issued to the member is driven by limits set up at the member’s tier level so

that members in different tiers may enjoy different privileges. For example, a

Loyalty program can allow members in a platinum tier to overdraw up to 20,000

miles or 20 percent of the award value, whichever is higher, and those in a gold tier

to overdraw up to 10,000 miles or 10 percent of the award value.

Also, the automated point loan feature initiates the issue of a loan automatically as

a part of the redemption transaction, thereby eliminating the need to issue loan

manually as a separate transaction.

Bid-Driven Redemption Pricing

Siebel Loyalty supports bid-based redemptions, where members can bid for an

award online by quoting the price that they would like to pay for the award. After

the stipulated time given for bidding, the award is given away to the highest bidder.

As a result, the loyalty program can better optimize the precise redemption price

that members are willing to pay to maximize the usage of outstanding points and

minimize liability.

Web Services for Redemption Processing

Siebel Loyalty provides an expanded set of Web services to support delivery of

redemption capabilities via third party applications and custom interfaces like

airline portals and point-of-sale (POS) systems. This capability is an imperative for

air-redemptions, where the redemption process involves interaction with the airline

systems (GDS/RES) for checking seat availability/bookings; pricing the award

flight; performing credit check on a member’s points balance; debiting member’s

points balance; issuing award certificate/voucher; creating redemption transaction

log for future tracking; and processing partner payments.

Dynamic or variable redemption pricing

allows loyalty programs to effectively drive

desired member behavior and differentiate

members by offering superior price

benefits to targeted members.

Automated point loans enable seamless

integration between the redemption and

loan process, thereby enhancing process

efficiency. Setting-up loan limits based on

member tier will enable Loyalty programs

to ensure that members in higher tiers

receive differentiated benefits.

Bid-driven redemption pricing enables

Loyalty programs to implement innovative,

member driven redemption pricing.


Fig. 41 – Redemption Web services allow loyalty programs to offer redemption services

via third party interfaces with very low integration effort and cost of deployment.

Voucher-based Redemption Model

Siebel Loyalty provides out-of-the-box support for tracking the member

redemption lifecycle using a voucher (also referred to as an award certificate)

issued at the end of redemption process.

The award certificate carries an expiration date and status to track the redemption

lifecycle. For example, an award certificate will be in “Available” status when

issued at the end of redemption process, and then it will move to “Used” status

when the member claims the award. Finally, the voucher status changes to

“Expired” if the redemption award is not claimed by the member within the

specified timeframe (after the expiration date of the voucher).

In the case of air travel redemption, the award certificate is typically associated

with the award ticket as a form of payment in the reservation system.

For other types of redemptions such as hotel stays and car rental, the award

certificate may be sent to the member so that the member can present it at the

time of claiming the award (e.g. checking into the hotel). The award certificate is

validated for its status (to ensure that it is not already used or expired) and

authenticity (to ensure that it truly belongs to the member who is claiming the

award). This feature also includes a Web service allowing partners to carry out the

validation and debit the voucher by changing its status to “Used” upon successful

validation.

The voucher-based redemption Model

enables Loyalty programs to track and

manage the complete redemption lifecycle.

Redemption

Request

Voucher

GDS or

Inventory systems

Loyalty

3rd Party Interface

Web Services

Quote Award Price

Check credit & Debit Points

Process Payment

Issue Voucher

Create Transaction Log

Redemption

Request

Voucher

GDS or

Inventory systems

Loyalty

3rd Party Interface

Web Services

Quote Award Price

Check credit & Debit Points

Process Payment

Issue Voucher

Create Transaction Log


Promotion Management

Siebel Loyalty provides several enhancements to loyalty promotion aimed at

enabling organizations to deploy highly innovative promotions to drive real-time

rewards and recognition, and differentiated redemption and service pricing. Some

of the key enhancements include: configurable based point calculation capabilities;

expanded promotion criteria and action types; highly scalable real-time loyalty

engine; a de-centralized loyalty engine (ISLE) to support real-time member rewards

in a distributed environment; and advanced integration of loyalty promotions with

outbound marketing initiatives.

Configurable Base Point Calculation

Accrual promotions have been enhanced to enable new methods of calculating

base points based on any one of the following:

� Transaction attributes. This approach is useful when base points are required

to be calculated dynamically based on the specific characteristics of the

member activity. Examples include: distance flown, amount spent in case of

retail transactions or number of nights stay in a hotel.

� Product-points set-up. This approach is useful for member activities that carry

a fixed number of points as a lump-sum reward. For example, 5,000 points

on the purchase of a digital camera.

� Custom logic. This approach requires a custom business service for

calculating base points and returning the value. The custom business

service may use data outside Siebel Loyalty to calculate base points. For

example, a telecommunications loyalty program could calculate base points

based on the following criteria: 1 point per dollar billed on local calls, plus 2

points per dollar billed on long-distance calls, plus 4 points per dollar billed

on value-added services like ringtones and text messages.

The base points calculated using one of the three approaches above can then be

used as a basis for rewarding bonuses and incentives. This is achieved by making

the base points available for all the promotions. For example, a telecommunication

Loyalty program could reward 25 percent of base points as a bonus to members in

the Gold tier.

Vouchers as an Accrual Reward

Siebel Loyalty can issue a voucher as an accrual reward for a given member activity

or for certain transactional behavior. For example, two 500-miles domestic

upgrade vouchers for flying business class three times in a specified duration.

Partner and Product Attributes as Promotion Criteria

The promotions rule framework has been extended in Siebel Loyalty to allow rules

to include promotion criteria based on partner and product attributes, in addition

to member, transaction, and promotion attributes supported in previous releases.

Enhancements to the loyalty promotions

framework further improve Loyalty

program’s ability to implement innovative

reward and recognition schemes.


For example, a loyalty program could reward 500 bonus points to members for

buying a product belonging to a particular sporting goods product line with a retail

partner based out of Canada.

Range-Based Points Calculation

The range-based points capability in Siebel Loyalty supports calculation of rewards

based on a range. For example:

� For the first 1,000 miles, member earns 1 point per mile flown.

� For the next 2,000 miles, member earns 2 points per mile flown.

� For 2,000 miles flown, a member would earn 3,000 points as per the rule

above.

External Target List Integration with Loyalty Promotion

Siebel Loyalty further enhances integration with Siebel Enterprise Marketing Suite

to enable loyalty programs to leverage sophisticated segmentation capabilities to

implement highly targeted loyalty promotions. Siebel Loyalty allows loyalty

programs to run promotions targeted to a specific group of members selected

outside the Siebel Loyalty module, including using a marketing segment or an

imported list. Since the same segment or list can also be linked to a marketing

campaign to communicate the targeted members about the promotion, marketers

can easily measure the end-to-end performance of the loyalty promotion.

Loyalty Real Time Processing with Interactive Components

The Siebel Loyalty real time engine has been enhanced to permit processing

member transactions on significantly large transaction volumes, for example, those

typically seen in mid-to large-sized retailers and airlines. The enhanced Siebel

Loyalty real-time transaction processing capabilities enable retail organizations to

calculate rewards and communicate additional loyalty information to the members

at the point-of-sale itself (for example by printing loyalty points on a transaction

receipt).

Enhancements to Siebel Loyalty real-time processing is achieved through dynamic

load balancing implemented using the server request broker (SRB) architecture.

Loyalty deployments can now benefit from enhancements such as explicit

deployment of the transaction processing Web service in the Loyalty object

manager, the ability to deploy multiple interactive components per server, and use

of the SRB architecture to facilitate intelligent routing of the real-time transaction

requests for dynamic load balancing. The SRB architecture also enables horizontal

scalability required to support high volume real-time transaction processing.

In-Store Loyalty Engine (Decentralized Promotion Deployment)

Siebel Loyalty provides a new decentralized capability to enable loyalty programs

to deploy loyalty promotions in a de-centralized environment to calculate member

External target list integration with loyalty

promotions enables Loyalty programs to

leverage Oracle’s sophisticated analytics

platform and external lists to effectively

target members for rewards and

recognition.

Real-time processing enables

implementation of next generation ‘real-

time Loyalty programs’ and delivery of a

superior membership experience.


rewards in real-time at the point of sale. The decentralized deployment uses a

promotion export utility, which extracts the selected promotions definition set-up

in the Siebel Loyalty system, in the form of an XML file (Rule metadata) and Java

based de-centralized loyalty engine, which facilitates interaction between the POS

system and the rule metadata XML.

Fig. 42 – The In-Store Loyalty Engine enables Loyalty programs to reward members in

real-time at the Point-of-sale and handle large transaction volumes without the need to

invest into high-speed network connectivity, significantly reducing the cost of

deployment.

Tier Management

Tier Assessment Models

Loyalty programs follow a variety of tier assessment models based on the kind of

member behavior they wish to encourage. Siebel Loyalty introduces three new tier

assessment models to support tier assessment practices followed by leading loyalty

programs. With this enhancement, a loyalty program can have multiple tier classes,

each following a different tier assessment model.

‘Rolling Period’ Based Tier Assessment

Tier assessment based on a ‘rolling period’ typically takes into account the

‘recency and frequency’ aspect of member activities. A member’s tier is

determined based on the activities completed/qualifying points earned by the

member in the last ‘x’ number of days. For example, a member attains ‘Silver’

tier in a loyalty program, if they have earned 25,000 qualifying points in the last

nine months.

‘Anniversary’-Based Tier Assessment

In the ‘anniversary based’ tier assessment, once a member attains a higher tier,

they are guaranteed a minimum duration in that tier before being eligible for a

Rolling period, fixed date and Anniversary

based tier assessment models enable

Loyalty programs to implement tier

assessment practices followed across

industries to foster loyalty through

recognition of desired customer behavior.

Promotion exported

in XML format -

deployed in-store

Reward points or

Vouchers info on

Transaction receipt

Processed Transactions

Stored in XML files

Transaction

Reward

Points

Central

Loyalty

System

Point of salePromotion exported

in XML format -

deployed in-store

Reward points or

Vouchers info on

Transaction receipt

Processed Transactions

Stored in XML files

Transaction

Reward

Points

Central

Loyalty

System

Point of sale


downgrade. The tier end date snaps to their program joining date, which falls

after the minimum guaranteed tier duration. On or after the tier end date, the

member is assessed again to check if they can retain their existing tier.

For example, a customer joins a loyalty program on January 20, 2007. She is

assigned the “Bronze” tier (base tier). On September 19, 2007, she attains the

‘Silver’ tier after accumulating enough points to qualify for upgrade. The

loyalty program allows members to be in the ‘Silver’ tier at least for one year

and snaps the tier end date to the member’s anniversary date, in this case

January 20, 2009. On or after January 20, 2009, the member is assessed again

to check if she has earned enough points to continue to stay in ‘Silver’ or be

downgraded back to ‘Bronze’.

‘Fixed-date’ Based Tier Assessment

Tier assessment based on ‘fixed-date’ takes into account the activities done by

the member or qualifying points earned by the member in a pre-specified

duration, typically a calendar year. The tier duration for all the members in a

Loyalty program is the same, for example March 1 to February 28 of the

following year.

For example, a Loyalty program assigns a tier to its members in the beginning

of the year, based on the qualifying points earned by them in the previous

calendar year. The tier assigned to the members is valid for one year starting

from March 1 to February 28 of the following year.

Tier Change Approvals

Siebel Loyalty has been enhanced to allow programs to selectively prevent certain

members from downgrading to lower tiers until a review and approval occurs.

This enables the loyalty manager to review the list of members who are identified

for tier downgrade by the normal tier assessment rules and reject the tier

downgrade of the members who may be strategically important for the loyalty

program, For example, a Loyalty program may want to be sure that the travel

manager for a major corporate customer never downgrades below ‘Gold’ tier.


Fig. 43 –Tier change approvals enable a Loyalty program to ensure that members of

strategic importance retain high recognition levels, regardless of their level of activity in

the Loyalty program.

Automated Tier Upgrades for Relationship

Siebel Loyalty allows programs to recognize members attaining high tier levels by

automatically upgrading members who are related to them. For example, a

program could automatically upgrade a member’s spouse to ‘Gold’ tier when the

member achieves ‘Platinum’ tier.

Member Services

Siebel Loyalty offers an extended set of pre-built member service processes and

capabilities across the member lifecycle to accelerate Loyalty program deployment,

improve customer service levels and member services representative productivity,

and reduce total cost of ownership.

Pre-configured Member Services for Task-Based UI

Siebel Loyalty includes a set of pre-configured member services and standard

fulfillment procedures tightly integrated with Siebel Contact Center for consistent

service delivery. Each service is built using the Siebel task-based UI framework

introduced in Siebel 8.0, which encompasses a sequence of pre-defined, guided

tasks for the member service representative to perform. Each service can include a

fee or price in multiple currencies so Loyalty programs can charge members for

premium services.

Retro-Claim

This service enables a member service representative to capture a

member’s retroactive-claim (usually a missing or incorrect accrual),

process the retro-claim, and credit the member with the missing or correct

accrual. When a partner validation is required, the retro-claim is queued-

Pre-configured member services enable

Loyalty programs to deploy commonly

offered Member services with minimal

implementation efforts. Task based UIs

significantly enhance member service

representative productivity and bring about

consistency in service delivery.


up for approval by the corresponding partner. Once the partner approves

the retro-claim, the retro-claim is processed and the member is credited

with the missing or correct accrual.

Non-Air Redemption


member’s request for redemption of a non-air award, obtain price

options, debit the member’s point balance, process payment, issue a

redemption certificate and create a redemption log.

Redemption Cancellation

This service allows a member service representative to capture a

member’s request for cancellation of a redemption; calculate a refund;

process the request by re-crediting the points to the member; processing

the refund in cash; and changing the status of redemption transaction to

‘cancelled’.

Redemption Certificate Re-issue


member’s request for re-issue of a redemption certificate, obtain fee

options, process payment, create and issue a new redemption certificate,

and change the status of the original certificate to ‘void’.

Points Purchase

The points purchase service enables a member service representative to

capture a member’s request for purchase of points; check the member’s

eligibility for purchase based on the points purchase set-up (which defines

limits for number of points that can be purchased per transaction and in a

given time period based on member’s tier); obtain fee options; process

payment; and credit the member with the points purchased.

Points Transfer

This service allows a member service representative to capture a

member’s request for transfer of points to another member; check the

member’s eligibility for transfer based on the points transfer set-up (which

defines limits for number of points that can be transferred per transaction

and in a given time period based on member’s tier); obtain fee options;

process payment; credit the transferee; and debit the transferor with the

points transferred.


Fig. 44 – Point transfer setup in Siebel Loyalty

Enrollment

The enrollment service guides a member service representative to capture

a customer’s request to enroll into a Loyalty program; obtain fee options;

process payment; and create a membership in the appropriate status.

Lounge Purchase


member’s request for purchase of lounge membership; obtain fee options;

process payment; and create a lounge membership.

Membership Renewal

The membership renewal service guides a member service representative

to capture a member’s request for renewal of membership; obtain fee

options; process payment; renew the membership by changing the status

of the membership to ‘Active;’ and setting the new membership expiry

date.

Membership Cancellation

Membership cancellation service enables a member service representative

to capture a member’s request for cancellation of membership; select the

refund basis (pro-rata or percentage); calculate and process the refund;

and change the status of the membership to ‘Cancelled’.

Points Re-activation (8.1.1)

This pre-configured member service enables a member service

representative to capture a member’s request for re-activation of specified

quantity of expired points, validates the request, calculates re-activation

fee, processes payment and re-activates points by creating a new accrual

item.

Points Gift (8.1.1)


representative to capture a member’s request to gift specified quantity of

points to another member, calculates fee for points gift, and processes

payment and gift transaction.


Promotion Enrollment (8.1.1)


representative to capture a member’s request to enroll in a specified

promotion, calculates fee for promotion enrollment if applicable,

processes payment and enrolls member in the promotion.

Fig. 45 – Promotion Enrollment service displays all the active promotion requiring

enrollment and incentive choices for each promotion for member’s selection.

Dynamic Pricing for Member Services

Member services in Siebel Loyalty now support charging fees to members for

rendering a service. The fee can be paid in cash and/or points, and is calculated

dynamically using the Siebel Loyalty promotions framework. The fee can vary

based on a variety of member and transaction attributes. For example, the points

transfer service might be free to ‘Platinum’ members but might carry a $20 fee for

all other members.

Web Services for Member Services

Siebel Loyalty provides an expanded set of Web services to support delivery of

member services capabilities via third party applications and custom interfaces like

airline portals, point-of-sale (POS) systems. These include:

• Accrual Simulation

• Accrual Processing

• Member Enrollment

• Redemption

• Voucher Validation


• All member services

Fig. 46 – Member services provide both pre-built contact center processes for Siebel

Applications as well as web service enablement for 3rd party applications.

Member Management

Membership Schemes

With Siebel Loyalty, Loyalty programs can offer multiple membership schemes,

each with different membership durations and fees, and can be targeted to

different member types (individual, corporate and households).

A member chooses a particular membership scheme when they enroll in the

loyalty program. The enrollment process calculates the membership expiration

date based on the membership duration for the membership scheme opted by the

member. Membership does not expire if the member enrolls into the membership

scheme with a ‘lifetime’ duration.

Siebel Loyalty also allows an ‘individual’ membership to be linked to their

employer’s membership. This set-up rewards the corporate member and the

employee jointly for the eligible activities undertaken by the employee. A member

can also have an option to align their membership duration with that of the

corporate membership they are linked to by choosing the membership scheme

with ‘corporate aligned’ as the membership duration.

Loyalty

3rd Party Interface Web

Services

Call Center

Loyalty services

Loyalty services


Fig. 47 – Siebel Loyalty enables Loyalty programs to offer innovative membership

schemes with variable durations and to charge customers/prospects for membership.

Dynamic Membership Pricing

Dynamic membership pricing enables Loyalty programs to charge variable fees for

different members. For example, a retail Loyalty program can offer a 20 percent

discount on the membership fee for senior citizens or customers with three or

more children.

Member Data Model

The member data model has been enhanced for capturing critical information

about members, with an emphasis on common information used by airline loyalty

programs. This information is valuable to derive deeper insight on member

preferences and behavior, and to enhance segmentation for better targeting.

The member data model enhancements enable capturing of information such as:

� Most frequently traveled destinations and most favorite travel destinations

for individual members. This enables airlines to effectively target members

for selling distressed inventory, promoting certain routes, and so on.

� Annual travel budget for corporate members. This information helps

airlines understand the potential value of a corporate member to their

business and devise strategies to enhance the affinity/loyalty of the

corporate members.

Pre-Created Memberships

Loyalty programs can acquire new members at the point of sale by offering the

customers/prospects pre-created (unassigned) memberships and allowing them to

start earning rewards instantly.

Dynamic pricing for membership enhances

Loyalty program’s ability to effectively

acquire targeted customers/prospects for

Loyalty program membership.

P1

P3

P2

Member Type

Variable

Pricing

Membership scheme

Membership

Duration

Annual

3-Year

5-Year

Lifetime

Corp-aligned

Membership

Fee Enrolment

Pricing Rules


Members can submit the completed application form at a later point of time and

the corresponding member data is updated through batch processing.

Batch Enrollment Process

Loyalty programs typically offer customers multiple ways to apply for membership.

Some of the popular methods include hand-filled paper applications, partners and

travel agents. The applications received through these offline channels are very

large in number and require entry through an automated batch process.

The Siebel Loyalty batch enrollment process performs the following functions for

each application:

� Computes fee for membership.

� Processes payment towards the membership fee (using the credit card

information supplied in the application).

� Creates a membership in the appropriate status and assigns membership

expiration based on the membership scheme opted by the member.

The batch process can run in two modes: ‘Create’ mode for new enrollments and

‘Update’ mode for pre-created memberships.

Membership Status

This feature allows Siebel Loyalty program owners to set-up user-defined

membership statuses, which can be assigned to the members based on their level

of activity and behavior. A member’s eligibility to accrue or redeem points can be

controlled based on the status of his membership. For example, a Loyalty program

can put all the members with payment towards the membership fee pending in

‘Payment pending’ status and allow members in that status to accrue but not

redeem. Similarly, members with no activity in the last 18 months can be assigned

‘Dormant’ status. The Loyalty program can then launch a promotional campaign

targeting members in ‘Dormant’ status to encourage them to start transacting with

program partners.

Bulk Member Administration

Bulk member administration allows Siebel Loyalty program owners to carry out

administrative transactions on a group of members for various purposes such as

service recovery. For example, 5,000 miles are rewarded to all the members in

‘Executive Platinum’ tier who flew flight KX203 on October 24, 2007, as a

compensation for a severe flight delay due to mechanical issues. The bulk member

administration supports tier change, point adjustments and membership status

change actions.

Batch enrollment enables Loyalty programs

to avoid manually entering thousands of

enrolment applications received from

several channels/sources, improving

productivity and data quality.

User-defined membership status enables

Loyalty programs to effectively track and

influence member behavior and manage

the overall membership lifecycle.


A marketing segment or a file containing the list of members in XML or CSV

format can be linked to a bulk administration transaction.

Fig. 48 – Bulk member administration enables Loyalty programs to implement an

effective service recovery and compensation system for targeted members.

Integration With Point-of-Sale (POS) Systems

Web Services for POS Integration

Siebel Loyalty provides new web services to enable seamless integration with

point-of-sale systems. These services facilitate several types of member

transactions in real-time at the point of sale, including:

� Accrual processing

� Redemption processing

� Voucher Validation

� Enrollment

� Membership Inquiry & Update

Communication Management

Triggered Outbound Communication

Loyalty programs issue a variety of communication to their members. Siebel

Loyalty allows loyalty programs to initiate an outbound communication to

member(s) on the occurrence of pre-identified loyalty events, such as enrollment,

tier change and redemption.

This feature generates a message in an XML format when an eligible event occurs.

Loyalty programs can leverage out-of-the-box integration between Siebel Loyalty

and Oracle BI publisher for formatting and delivery of the message.

Loyalty programs can also use any third-party outbound communication

fulfillment tool to leverage existing investments.

Web services for PoS integration enable

loyalty programs to integrate with any PoS

system to facilitate real-time member

transactions at minimum cost and effort.


Fig. 49 – Triggered outbound communication enables loyalty programs to deliver a

superior membership experience by ensuring timely and relevant communication to

members upon the occurrence of important events.


SIEBEL HELPDESK

IT organizations use a variety of tools to manage their systems. For example,

network administrators use their own network management software to manage

domains, while database administrators (DBAs) use separate software tools to

manage the database servers. As companies adopt the Information Technology

Infrastructure Library (ITIL) framework they are standardizing service level

management, change management, incident management, and problem

management processes around a configuration management database (CMDB).

In order to holistically maintain standards, improve root cause analysis, and capture

metrics, the systems management and service management software must be

integrated. Siebel HelpDesk and its out-of-the-box bi-directional integration with

Oracle Enterprise Manager meet these needs. The Oracle Enterprise Manager

Connector for Siebel HelpDesk integrates Siebel Helpdesk 8.0 and 8.1.1 with

Oracle Enterprise Manager 10g.

Using this connector, companies can auto-create a Siebel Helpdesk service request,

update an existing service request, or close a service request based on metric alerts

in Oracle Enterprise Manager 10g.

Fig. 50 – Auto-generated Siebel HelpDesk service request with Oracle Enterprise Manager alert information.

Siebel HelpDesk provides a vital day-to-day contact point between employees and

IT support organizations. With embedded ITIL best practices for managing

incidents, problems, change requests and other IT service processes, this product

suite delivers a complete, integrated IT service and support solution. It helps

organizations make better use of scarce resources while improving the speed and

quality of service response.


Fig. 51 – Auto-generated Siebel HelpDesk service request with Oracle Enterprise Manager alert details.

Oracle Enterprise Manager 10g Grid Control is Oracle’s integrated solution for

administering and monitoring software and systems, including applications,

middleware, databases, storage devices, servers, routers, load balancers, and

firewalls. Oracle Enterprise Manager Grid Control provides application

performance management, distributed database and application server

administration, automated tuning of Oracle environments, and an internet-enabled

architecture that allows administrators to manage systems from anywhere.

Fig. 52 – Oracle Enterprise Manager 10g console with alert details and hyperlink to Siebel HelpDesk service request


Benefits of Siebel HelpDesk Integration with Oracle Enterprise Manager

With the Siebel HelpDesk integration with Oracle Enterprise Manager, customers

can proactively manage IT infrastructure to meet business expectations for system

availability. The integration improves the quality of IT service management and

service level agreement (SLA) commitments through automated case/service ticket

generation, reducing manual support processes. Oracle Enterprise Manager 10g

and Siebel HelpDesk are synchronized so agents have access to the real-time

information about the status of an issue in order to properly assess and

troubleshoot these issues and to keep the enterprise informed on the status of

critical issues.


SIEBEL PARTNER RELATIONSHIP MANAGEMENT

This section provides an overview of the new capabilities and key enhancements

planned for Siebel Partner Relationship Management (PRM).

Increase Partner Sales and Collaboration

Siebel PRM provides significant improvements that enhance partner sales and

collaboration with enhanced features in design registration, deal registration and

special pricing authorization.

Design Registration

Design registration is the process where a partner of a component supplier works

with an original equipment manufacturer (OEM) on a specific design project (also

referred to as a design program) and locks in the exclusive right to supply

components for the particular project. Because several parties work with OEMs at

all times, this process safeguards against duplicate work and protects the registered

party from losing financial incentives when the project is subsequently won and

begins to produce revenue.

In Siebel PRM, design registration enhancements provides some key capabilities

that are aimed at improving the user experience by providing more automation in

sales opportunity management and quicker access to information. Such

enhancements include the following:

� Enables partners to create design programs online through the partner

portal and submit design registrations against them.

� Enables partner managers to create and submit design registrations on

behalf of a partner.

� Provides the ability to capture Accounts, Partners, Products, Revenues,

Contacts and other attributes that are associated with a design program.

� Provides automatic creation of revenue template and forecasting series for

easy forecasting of revenue associated with the design program.

� Provides a configurable approval process for design opportunities and

design registrations.

� Provides the ability to request special pricing authorizations for design

programs.

� Enables auto-quote of associated products.

� Provides ability to track the orders associated with a design program.

� Supports collaboration between brand owner and partners.

� Provides an explorer view of the design programs for enhanced usability.

� Supports de-duplication of design registrations for improved data quality.


� Supports renewal and automatic expiration of design registrations.

� Provides an audit trail on salient design program and design opportunity

fields.

Fig. 53 – Design Registration – Single page view

Deal Registration

Deal registration is a new feature to be introduced in Siebel PRM. It is the process

by which a partner registers an opportunity with the brand owner. Deal registration

provides the brand owner with visibility into channel partner deals and gives the

partner financial incentives to register a specific deal.

Deal registration provides the following planned capabilities:

� A configurable approval process to enable the deploying customer to define

the approvers of a deal registration transaction.

� Automatically expire deal registrations as appropriate.

� Provide approvers with a list of other deal registrations which might be

potential duplicates of the current registration, so that an informed decision

can be made regarding approval.

� Built-in logic to prevent the existence of more than one approved deal

registration for an opportunity at any given point in time.

� A single page that displays all the information of a deal registration.

New in Siebel PRM, deal registration

provides the brand owner with visibility into

channel partner deals and gives financial

incentives to the partner to register a

specific deal.


Fig. 54 – Deal Registration – Single page view

Special Pricing Authorization (SPA)

Special pricing authorization is required when a brand owner’s partner (e.g. a

distributor) submits a request for a special price on a specific customer transactions

based upon market requirements (e.g. competitive pressures).

This planned feature provides the following enhancements:

� Enables partners to request an SPA online.

� Enables partner managers to create SPAs on behalf of their partners.

� Offers configurable approval processes for SPA.

� Supports approval at a line-item level.

� Enables approvers to return a specific line-item (or, the entire SPA) for

additional information.

� Enables easier compliance with the Robinson-Patman Act by providing

approvers with a list of potential duplicate SPAs.

� Provides the ability to associate SPAs with design programs.

� Enables partners to file claims against approved SPAs.

� Supports integration with the Siebel Pricing Engine.


Fig. 55 – Special Pricing Authorization- Line items view

Improved Usability and Customer Experience

Siebel PRM provides additional enhancements to improve the productivity of

channel managers and streamline operations by providing greater visibility into

market development funds (MDF), business plans and partners.

Enhanced Visibility of Marketing Development Funds (MDF)

Planned visibility enhancements for MDF includes: My Fund Designs, All Fund

Designs, All Fund Designs Across My Organizations, All Fund Designs Across

Organizations views. In addition, new features include: My Fund Requests, All

Fund Requests, All Fund Requests Across My Organizations, All Fund Requests

Across Organizations views. All these views are only available to channel

managers and operations of a brand owner company who are using Siebel PRM.

Fig. 56 – Siebel PRM: MDF – All fund requests view


Visibility Across Organizations for Channel Alliance Management Process (CHAMP)

Plans

The second visibility enhancement is for CHAMP Planning. It introduces My

Partner Plans, All Partner Plans, All Partner Plans Across My Organizations, All

Partner Plans Across Organizations views. In addition, it also introduces My Plan

Objectives, All Plan Objectives, All Plan Objectives Across My Organizations, All

Plan Objectives Across Organizations views. All these views are only available to

channel managers and operations of a brand owner company who are using Siebel

PRM.

Fig. 57 – CHAMP Planning: Plan Objectives for All Organizations view

Enhanced Visibility of Partners View

The third visibility enhancement is for the Partners List views. It introduces a new

view called All Partners Across My Organizations. This view is only available to

channel managers and operations of a brand owner company who are using Siebel

PRM.

Fig. 58 – Partners View: All Partners Across My Organizations view


Easy Integration

Web services provide a flexible and extensible interface for other applications to

access basic PRM flows. The Web services planned for release in Siebel PRM allow

customers to implement partner locator and partner alerts independent of the

partner portal, and increase customers’ options when deploying Siebel PRM.

Web Services for Partner Locator and Alerts

The Partner Locator Web Service allows users to look for partners based on

location and/or partner profile attributes. The Partner Alert Web Service provides

a list of all available message alerts for partners.

Enable users to search for partners more

effectively and provide access to alerts

using the new Web services for Partner

Locator and Partner Alerts


SIEBEL REPORTS

Oracle is committed to providing best of the breed solutions for its application

suite of products. With the integration of Oracle Business Intelligence (BI)

Publisher for Siebel Reporting needs, customers will find the new solution greatly

reduces the development costs for creating Siebel Reports.

Oracle BI Publisher allows reports to be designed within Microsoft Word, Adobe

Acrobat, and other desktop applications, therefore removing the requirement of

having specific reporting skills. Users can choose among a variety of different

output formats such as Word Rich Text Format (RTF), Microsoft Excel (XLS),

Adobe PDF, and HTML before the report output is generated. The architecture of

BI Publisher is structured so that reports can be produced in multiple language

translations with Unicode support.

Siebel Reports Architecture

Siebel Reports 8.1.1 is based on a loosely coupled architecture where Oracle BI

Publisher runs as a standalone server. The integration point for Siebel Reporting

will be through standard Web services integration using Siebel EAI. Reports will

be submitted and rendered within the context of the Siebel user interface. The

reports can be saved within the Siebel file system. The high-level architecture

diagram below shows the touch points between the Siebel server, Oracle BI

Publisher server and the components that run within the Siebel server.


Fig. 59 – High-level architecture diagram for Oracle BI Publisher integration with Siebel

CRM

For the Siebel Mobile client, the BI Publisher engine is embedded within the Siebel

application. The packaged engine consists of the BI Publisher integrated libraries

and runs within Siebel XMLP business service on the mobile client. The high-level

architecture diagram below shows that all the services run within siebel.exe to

render the generated report

Siebel Server

Saved Reports on Siebel File System

Siebel Database

XMLP Server Component

Object Manager Component

Report Output

BI Publisher Server

Report Service

Web Services

Siebel UI


Fig. 60 – High-level architecture flow diagram for BI Publisher on the Siebel

Mobile Web client

Additional planned features for Oracle Business Intelligence (BI) Publisher integration for Siebel Reporting:

• J2EE-compliant BI Publisher Report server that can be integrated

with Oracle Fusion Middleware, BEA Weblogic and IBM Websphere.

• SOA-compliant Web services-based integration between Siebel and

the BI Publisher server.

• Ability to generate reports from a centralized BI Publisher server or

the Siebel user interface.

• Deployment of report files can be performed by the Siebel

application administrator.

• Recompiling of reports is not required when upgrading to newer

versions of the chosen development software (examples: Word,

Acrobat)

• Actuate to BI Publisher conversion tool provided as part of the BI

Publisher server product.

• Quick solutions for end-users to generate simple, short reports with

flexible distribution formats.

• Issue reports in multiple languages, or containing mixed data from

different scripts (e.g. English, Russian, Arabic, and Chinese in the

same report).

Siebel.exe

Saved Reports

Siebel Database

BI Publisher Engine

(Embedded)

BusComps

Report

Siebel UI


• Flexibility to create custom based report templates for easy report

generation, existing standardized corporate documents.

• Easily configurable data abstraction from the repository using

integration objects.

• Reports that have complex data requirements like multiple business

objects.

• SRF compilation not required for new report generation.

• Approximately 150 out-of-the-box report templates

Development Guidelines for Siebel Reports

A BI Publisher report can be created using a Microsoft Word plug-in.

Fig. 61 – Oracle BI Publisher plug-in for Microsoft Word

The report template is designed using Microsoft Word and can be tested and

previewed without connecting to the Siebel application by using example extracted

XML data. When completed, the finished report is easily imported and associated

to a view in the Siebel application without the need for Siebel Tools changes or

compiling a new SRF. The report(s) can be associated and generated within the

context of the Siebel user interface.


Fig. 62 –Report list associated with a Siebel view

Actuate to BI Publisher Migration Tool

• A conversion tool to convert existing Siebel Reports from Actuate to BI

Publisher will be provided as part of the Oracle BI Publisher server

product.

• Reports migrated to BI Publisher reports will be compatible with future

versions of BI Publisher.

• Preserve the XLIFF contents for the generated reports.

• The Tool converts the layout and also creates integration objects.

Actuate versus BI Publisher Comparison

Feature Actuate Oracle BI Publisher

Report Authoring Tools - Proprietary development

environment

- IT skills required

- Microsoft Word plug-in

- User-friendly navigation

- Business Analyst skills

Report Localization - Proprietary file formats.

- Localizable content

embedded within report

-Standards-based (XLIFF)

- Localizable content

decoupled from report


template template

Report Deployment - Requires SRF compilation

- ROX deployment on

Report Server by IT

- No SRF changes

- Deployment in Siebel

application by administrator

Business Objects - Supports reports on single

business objects

- Supports reports on

multiple business objects

Siebel Proposals with embedded Reports

Post 2009, Proposal documents with embedded reports will not function.

Alternatively, BI Publisher should be used to create mixed content documents. BI

Publisher is planned as the long term solution for Siebel Proposals containing

embedded data sections. The conversion tool can be used to convert reports used

with Proposals into BI Publisher template.

Migration Strategy for Existing Siebel Customers

Siebel Version Comments

6.x Currently not supported by Actuate with Actuate Reports Server version 6.x.

7.5.3 Apply patches to support Actuate 8. Post-2009 need to apply BI Publisher patch.

7.7.x 7.8

Apply patches to support Actuate 8. Post-2009 need to apply BI Publisher patch.

8.0 Post-2009 need to apply BI Publisher patch.


SIEBEL SALES

Oracle’s Siebel Sales application introduces the next major evolution of Siebel’s

industry-leading CRM application. Siebel Sales plans to include a broad set of new

and improved capabilities focused on accelerating the definition and execution of

processes to meet the ever-changing needs of the business. Moreover, Siebel Sales

will offer powerful enhancements that make end-users more productive in carrying

out these processes.

Improved User Interaction with Global Accounts

Siebel Sales will enhance the look and feel of the user interface for the global

account hierarchy functionality, as well as the management and administration

processes that maintain the complex business relationships that support this

capability.

The new interface enhancements for the global account hierarchy functionality

provide a more intuitive, easier means of navigating to customer account-related

information. A context-sensitive, hierarchical tree structure allows sales users to

quickly navigate to account-related information such as contacts, opportunities,

activities and account team members using a Microsoft Explorer-like interface.

Fig. 63 – The global account hierarchy explorer interface provides quick and easy

navigation.

Ease of Navigation and Usability

Navigating from a parent or child account to related customer information gives

sales users a flexible way to traverse their customer relationships. This enhanced

interface also provides an intuitive way to drill down on account objects. As users

move through the list of their accounts, the hierarchical tree applet refreshes to

show the data for each selected customer account. This allows for ease of

.


navigation to access sub-account, Contact, Opportunity and Activity-related

information using a Microsoft Explorer look and feel.

Ability to Expand the List of Account Related Items

Siebel Sales users will also have the ability to customize the contents of the global

account hierarchy interface to include additional account-related child objects as

needed. Through a user-defined profile, each sales user will be able to include

account associated business objects including:

� Assets

� Quotes

� Orders

• Service Requests

Fig. 64 – The global account hierarchy tree object visibility Interface

Performance Enhancements

Global account hierarchy maintenance and administration has also been enhanced

to include increased performance and scalability. Batch processes that populate

the account hierarchy have been significantly improved and take advantage of

faster algorithms, reducing the time to rebuild complex account hierarchy

structures and relationship. In addition, a specific global account log and logging

level with messages that inform the user of the error and specify corrective action

that needs to be taken will be introduced in this release


Enhanced Sales Forecasting

Oracle plans to increase the capabilities of the sales forecasting module to include

customer adaptive forecasting, allowing sales representatives to roll-up and submit

their forecasts to managers outside of their reporting organizations and allowing

sales managers to view forecasts from cross-functional teams across organizations.

Enhancements to sales forecasting also include the ability to perform ad-hoc

revenue line items adjustments and a mechanism for senior managers to specify

additional revenue to their forecasts that will improve quota attainment. Plans also

include a new “standard” forecast series type that eliminates the need for creating

multiple forecast series, allowing for more flexible adjustments and forecast

rollups. And finally, a Web services forecast-driven API is planned with the ability

to create forecasts through background tasks such as a workflow – removing the

need for creating forecasts manually.

Fig. 65 – Pipeline management identifies those opportunities that make up the sales

forecast.

Customer Adaptive Forecasting

Forecast participants in large enterprises are often part of a matrix organization

where the reporting structure might not necessarily match the forecast rollup

hierarchy. As an example, let's take a company with a sales model that comprises

both direct and indirect channels. Direct sales representatives will report to their

respective management (regional sales manager, sales directors, etc.) while the

channel account representatives report to a different chain of command in a

separate organization. However, when they both forecast, their pipeline revenue

projection will be a part of the same forecast, and the total revenue will be rolled

up to the same sales manager (although both don't directly report to that manager).


Fig. 66 – Customer adaptive forecasting single forecast series

Customer adaptive forecasting in Siebel Sales increases sales management

productivity and effectiveness by eliminating the need for creating multiple

forecast series and by allowing for flexible adjustments and rollups. This will be

accomplished using a single consistent interface which will allow for quick and

effective use of an individual’s time. By creating a single forecast series customer

adaptive forecasting will improve forecast accuracy by ensuring that forecasts are

rolled up according to business needs not as dictated by sales reporting structures.

The proposed changes will eliminate the need for “shadow forecasts” which were

once used as a means to accomplish this capability to support sales overlays.

Overall, the proposed feature improves user adoption of Siebel forecast capabilities

as it allows users to roll-up forecasts outside of the reporting hierarchy, has a single

point of entry and reduces data entry.

Ad-Hoc Revenue Line Item Forecasting

Senior managers who are responsible for sales forecasts that span large territories,

product lines and quotas often have the need to input an “ad hoc” revenue line

item as part of their forecast. This forecast, which is against a product

line/product, is not part of any of the forecast submissions already in the system;

however, it needs to be part of the roll-up of revenue projections.

With this new Siebel Sales feature, senior managers will have the ability to add their

own figures to the forecast. The forecast lines added will be factored into forecast

roll-ups and forecast summaries. Adding ad-hoc revenue line items will help

improve quota attainment since it provides a mechanism for senior managers to

specify additional revenue to their forecasts.

Standard Forecast Series

Traditionally, sales representatives and managers who participate in the forecasting

process would typically need to see detailed revenue projections over a period of

time, line by line and with aggregated revenue (based on some pre-defined

dimensions such as product line by product) in the summary view where they can


make appropriate adjustment and rollup to their management from either view.

Planned Siebel Sales functionality will allow a sales representative and manager to

view, adjust and roll up their forecasted revenue from either details or summary

views in a given forecast.

Fig. 67 – Standard forecast series displays the ‘Total Adjustments by Subordinate’

forecast.

Increased User Adoption

Through the use of a standard forecast series, sales representatives and managers

can view, adjust and roll up their forecasted revenue amounts from either detail or

summary views. This capability will introduce the standard forecast series, and will

include the features of both Revenue Detail and Summary Only Forecast Series

types. This means when a forecast series is generated, selecting the forecast series

type as “Standard Forecast Series” will take on the behavior of the automatic

rollup from summary view and manual rollup from detail view. This planned

forecast series type will improve user adoption by eliminating the need of creating

multiple forecast series and provide for a consistent interface to complete the

forecasting task.

Increased Reporting Flexibility

Siebel Sales will provide a new reporting engine called Business Intelligence (BI)

Publisher, which is an infrastructure that reduces the high costs associated with the

development, customization and maintenance of business documents.

Traditionally, the cost of maintaining a reporting infrastructure is expensive. A

true reporting infrastructure, which provides a central architecture for generating

and delivering information to employees, customers, and business partners—both

securely and in the right format would be beneficial.


Fig. 68 – Oracle BI Publisher product topology

Oracle BI Publisher

Oracle BI Publisher provides a central architecture for generating and delivering

information to employees, customers, and business partners—both securely and in

the right format. Utilizing a set of familiar desktop tools, users can create and

maintain their own report formats based on data extracts from diverse sources.

Utilizing a set of familiar desktop tools such as Adobe Acrobat and Microsoft

Office, users can create and maintain their own report formats based on data

extracts supplied by a multitude of sources

From an end-user interface perspective, Oracle BI Publisher is expected to:

� Provide sales users and business analysts with a means of selecting the

report output type to PDF, RTF, EXCEL, or HTML formats.

� Have the capability to manage reports and delete generated reports

� Deliver the ability to print the generated reports at runtime

� Include full I18N and localization support for Oracle BI Publisher reports

� Enable the ability to launch both Actuate and Oracle BI Publisher reports

from a single report icon

This release will ship with many of the existing Actuate reports to run under the

Oracle BI Publisher reporting tool. These reports can be selectively granted to

sales representatives or sales managers based on the views that these users have

access to in Siebel Sales.


SIEBEL SEARCH

Enterprise search is quickly becoming a foundation component for any successful

enterprise. Every information system needs a robust, comprehensive knowledge

retrieval solution that can deliver accurate information real-time by means of an

intuitive user interface. A desirable search solution is also inexpensive to maintain

and easy to install and administer. In 8.1.1, Siebel Search, with its integration with

Oracle’s Secure Enterprise Search, delivers these exact capabilities and more. It

provides a framework and a promise to deliver the next generation knowledge

management system with a robust search technology.

Siebel CRM 8.1.1 provides three ways to retrieve information.

First, Siebel Query tool provides an easy way to conduct a query from

within a single business component.

Second, Siebel Find is a mechanism to conduct a query by leveraging the

Search Center [Pane] and provides ability to customize and extend FIND

objects. Both solutions are used for searching structured, transactional

data residing inside Siebel database and do not require indexing.

Third, Oracle Secure Enterprise Search is an enterprise-grade search

engine for indexing and searching both structured and unstructured data

such as external file systems. Beginning with Siebel 8.1.1, Oracle’s Secure

Enterprise Search is the only default search engine of choice for Siebel

applications. This makes Siebel Search a complete single-vendor solution

and promises a very short turnaround time to deliver maintenance and

enhancements. Oracle’s Secure Enterprise Search has significant and

distinct advantages for Siebel applications. It boasts a robust Federated

Architecture which can be enabled to search information located in various

knowledge and content management systems. It includes a superior

security model and it can be deployed in a clustered environment.

For Siebel Search, significant enhancements to the user interface as well as several

new features are planned. Customers will also see significant improvements in

performance scalability and reliability of the overall solution.

Enhanced User Interface

Siebel Search can be configured to display search results inside the Search Pane in

addition to the web-like interface with highlighted keywords and teaser text. The

Associate functionality will allow a user to associate one business object to another;

for instance, associate Service Requests to a Contact record. With Preview

functionality, users viewing search results inside the Search Pane can, with a click

of a button, preview details of a record in a pop-up.


Indexing

With the help of Oracle’s Secure Enterprise Search, Siebel Search offers fast

Incremental indexing and real-time indexing capabilities.

Adding and Extending Search-able business components

Popular business objects are pre-configured for search out of the box. These

business objects and their pre-selected attributes can be added and removed for

indexing and searching without using Siebel Tools. This saves time required for re-

compiling and re-deploying of customer’s Siebel repository. Additional business

components can be added with simple steps performed inside Siebel tools.

Logical Collections

With Logical Collections, administrators can custom-create virtual business object

that fit their business needs. For instance, a logical collection called “Service360”

may combine attributes from Service Request, Contacts, Accounts, and Assets

business objects.

Siebel Search Open API

With Siebel Search Open API in 8.1.1, search engine vendors can develop their

own integration for Siebel Search in Siebel Contact Center. The Search Open API

ensures consistent user experience irrespective of the underlying search engine

technology.


SIEBEL SELF-SERVICE

Siebel’s eSupport and eCommerce self-service applications extend organization’s

CRM solutions to the Web, creating a single transparent multi-channel solution.

Architected as loosely coupled to Siebel CRM over Web services, the Siebel

eSupport and Siebel eCommerce applications enable companies to continue to

reap benefits from their existing Siebel CRM applications.

Because the new Siebel Self-Service applications are native Fusion Middleware

10.1.3 applications, companies immediately benefit from Oracle’s investments in a

flexible, standards-based development environment.

Siebel eSupport

Siebel eSupport is a newly re-architected product and its product development is a

culmination of years of effort in opening up Siebel Service and Siebel Contact

Center processes as Web services and leveraging Oracle Fusion Middleware

technology to deliver the next-generation Web application that is easier to extend

and brand within a company’s Web portal.

Siebel eSupport ships with out-of-the-box UIs that satisfy today’s high

expectations for a superior online experience. Siebel eSupport utilizes Oracle

Application Development Framework (ADF) components that are based on Java

Server Faces (JSF) standards, and consumes Web services from Siebel CRM to

support functionalities such as site management, user management, search and

knowledge management, service request management, branch locator, Web survey,

e-mail, and Web chat.

Site Management

The planned Siebel eSupport site management tool is an editor designed for the

Web site administrator or business analyst to create and configure multiple

customer service or technical support sites quickly and without coding. For each

Web site, the Web administrator can choose a style sheet to define the look and

feel, supported locales, home page template, and many tailored configurations to

deliver personalized site experience.

For example, a company may choose to have a fun, contemporary look and feel on

the consumer customer service site, but a streamlined and simple business look and feel

on the technical support site. A company may also choose to create a Spanish-only

customer service site to improve service in specific geographic locales. Site

management functionality is available in Siebel eSupport, as well as in the Siebel

eCommerce product discussed later in this Statement of Direction.


Fig. 69 – Siebel eSupport - Self-Service Site Administration Setup

Registration & User Management

Registration

The registration features are designed to address a variety of business scenarios

ranging from simple business-to-consumer (B2C) user registration to complex

scenarios in business-to-business (B2B) contexts.

Fig. 70 – Self-registration options


B2C vs. B2B Registration

Several registration flows have been provided to meet the different needs

of B2C and B2B customers. B2B customers must be associated with an

organization account to enable them to interact on behalf of their

organization. An organization may have multiple customer contacts

permitting flexibility in billing and shipping. For cases where companies

wish to review registrations before allowing users to transact, approvals

can be setup as part of the registration process.

Fig. 71 – Siebel eSupport – Delegated Administration user registration

Self-Service Registration Flows for Existing Customers

Existing customers can acquire a username and password in a self-service

manner to transact on a company website. Organizations may validate

their identity using an earlier order or Service Request number before

granting them access. This also allows a seamless integration of the self-

service channel with other channels such as call center, mail order and

others.

B2B Delegated User Administration

Reduce user management efforts by delegating user management activities

to certain B2B delegated user administrators or B2B primary users within

the B2B organization.


Company Accounts and Hierarchies

B2B users transact on one or more accounts that identify their company

to the merchant. Accounts and account hierarchies created in Siebel

Contact Center are available for assignment to B2B self-service users.

B2B users with access to a particular account can view orders and service

requests created in child accounts as well.

Profiles and Preferences

This Siebel eSupport feature allows users to manage their own profiles

and preferences. This helps limit liability arising from exposure to

confidential customer information in your contact center. B2B delegated

administrators are also empowered to manage their organization’s profile.

The integrated password management feature enables users to change

their password and reset forgotten passwords.

Address Book

Users can store frequently used addresses in their address book. B2B

users can create multiple billing and shipping company addresses in a

shared company address book. The address book helps online

customers to quickly complete their transactions.

Single Sign-On (SSO) Deployment

Siebel Self-Service applications allow organization to leverage their

existing SSO solution (Siebel SSO infrastructure, Oracle SSO or 3rd party

SSO solutions) to manage user authentication.

My Account

Siebel eSupport leverages Siebel account, contact and user management

functionalities as Web services, allowing companies to present customers with their

latest account information, contact profile and addresses, and user online access

information.

When a user is logged in to the Web site, the “My Account” section is available

with the following areas: Contact Profile, Change Address, Update Password,

Check Status on an Order or Service Request, View Owned Products (also known

as Assets in Siebel CRM), or Create a Service Request. A user has a complete view

of his or her portfolio - accounts, orders, service requests and assets – regardless of

the channel where the transaction was initiated. If the user is identified as a

business user, they can also see all the orders, assets and service requests that

belong to their company accounts, provided that they have been given access to

these accounts.

Because Siebel eSupport retrieves the account, contact and user information via

Web services, users are guaranteed to get the latest information online, as they

would by calling the contact center or accessing the interactive voice response


(IVR) system. There is no data synchronization overhead because there is a single

CRM data source. User Management and My Account functionality is planned for

the Siebel eSupport and Siebel eCommerce products.

Knowledge Management

Exposing appropriate and helpful knowledge and content online is a key

component to providing quality service in any self-service application. Online users

have come to rely on the convenience of searching through online frequently asked

questions (FAQs), user guides, literature, product news, guided troubleshooting

steps, alerts, or promotional offers anytime and anywhere. However, many

companies have outdated or incomplete information online and the Web site is not

using the same knowledge base as that for the contact center, making it challenging

to keep the knowledge data up-to-date. This can often lead to customers receiving

inconsistent information between channels.

Oracle Secure Enterprise Search

While Oracle recommends the best practice to have the same Siebel Solution

knowledge base across channels, we recognize that many companies have invested

in best-of-breed knowledge management solutions or built their own content or

knowledge repository. Siebel eSupport provides several options to help with the

knowledge management integration issues. Siebel CRM uses the Oracle Secure

Enterprise Search (SES) engine that can aggregate data from Siebel solutions and

other custom repositories such as third-party knowledge management systems,

document systems or an intranet. The Siebel eSupport application calls the Siebel

Search Web service that calls SES engine to index, search, retrieve, and aggregate

the matched solutions and resolution documents that are accessible to

external/Web users, as well as contents from the external sources setup in Siebel

Search Administration.

Fig. 72 – Siebel eSupport – Knowledge management view


Another integration approach is calling a third-party knowledge management Web

service from Siebel eSupport application taking advantage of the SOA-based

architecture in Fusion Middleware.

Knowledge Management Web Service Integration

Siebel eSupport provides two knowledge management web service integration

interfaces – one to the Siebel CRM Solution module and one to a third-party Web-

service-enabled knowledge management system. During implementation, the

company can decide which interface is best suited for their deployment and select

the corresponding data binding. Regardless of the interface that is chosen, Siebel

eSupport provides a complete set of UI components to facilitate searching and

browsing knowledge management, as those commonly seen in popular Web sites

today. The UI components include FAQ, Product News, Alerts, Keyword Search,

Expand/Narrow Search, Search Results, Solution Detail, Rating and Feedback,

Related Solutions or Documentation, and Recently Viewed Solutions. Coupled

with Oracle JDeveloper, companies can extend these provided components or

easily create new UIs.

Knowledge management functionality is also leveraged in Siebel eSupport service

request and chat navigation flows, where companies can auto-search knowledge

management to retrieve contents matched to user’s inquiry. This provides another

opportunity to show the updated contents to users, possibly eliminating a service

or chat request to your contact center. Users may also want to leverage the same

Siebel eSupport knowledge management functionality in Siebel eCommerce that

may address any support questions upfront during the sales cycle, which could help

users to make the correct purchase decision.

Service Request Management

Checking the status of a service request is a common function offered on most

Web sites. Users today can log in to their internet provider’s Website to check the

status of a reported problem. They can also log in to their local or state

government’s Web site to file a passport application or check the status of a

childcare support case. Companies are expected to have service request

management as part of their customer service or technical support Web sites to

serve their customers more effectively.


Fig. 73 – Siebel eSupport – Create service request view

Service request management in Siebel eSupport provides configurable process

flows to guide customers to identify a product or service problem online, auto-

suggest solutions, capture necessary contact and account data, allow attachments

to describe the problem further, and provide the user with a reference number to

track the request.

For example, a single page is used for “Request for Information” to capture the

essential contact information, versus a multi-step process flow for an “Installation

Problem” request to ensure that complete account information, asset data, and

error logs are included in the submission. Siebel eSupport provides flow templates

and site administration configurations that allow for easy extensions.

In several service request UI pages, partial-page rendering is an AJAX-enabled

component added to allow portions of a Web page to be refreshed without

redrawing the entire page. This achieves a more satisfying user experience and

improved performance on the Siebel eSupport site.


Fig. 74 – Siebel eSupport – Create service request guided process

There are additional functions built for better business-to-business service request

management. For business users, they can log service requests on behalf of

another user within their organization, and be able to check the status of all service

requests that are associated with the accounts that they can access. They can also

search service requests by wildcard or exact number match, by account, by contact,

by product, by keyword in description, or by date range when the requests are

created, etc. The design of all of these features is based on requirements learned

from many Siebel CRM customers who have Siebel eSupport Web sites dedicated

to their large business customers.

When customers return to the Web site to check status, they can read the support

agent update and any solution or documentation that is attached to resolve the

issue. The user is also presented with a survey to provide quick feedback on the

resolution experience, and this feedback can be used by the contact center

supervisors to measure and improve support. If the user wants to expedite the

service request, they can do so by updating the service request, or they can click on

the “Chat” button to request immediate assistance from a support agent. The

service request data is submitted along with the chat request to the support agent,

so the agent can better help the customer during the chat interaction.


Fig. 75 – Siebel eSupport – Service request tracking

Contact Us

Contact Us – E-mail

When users cannot find the information they are looking for in the online

knowledge management repository, they don’t always phone the support agent

immediately. Instead, they click through the customer service Web pages to find e-

mail, chat or call back options as the next alternative.

Siebel eSupport is integrated with Siebel Contact Center and Oracle Contact

Center Anywhere (CCA) to provide complete e-mail, Web chat and Web call back

options to transition Web users from self-service to assisted-service support.

The configurations for Siebel eSupport e-mail allow organizations to route Web e-

mails to appropriate agent groups with Siebel Email Response. Companies who

have Siebel eMail Response can setup an email response group to receive emails

from Siebel eSupport users. Siebel eMail Response is a complete email response

management system (ERMS) featuring converting incoming emails into service

requests and sending the service request confirmation email to the eSupport users.


Fig. 76 – Siebel eSupport – Send email view

Contact Us – Siebel Chat

Internet chat popularity has increased in recent years, with more users becoming

comfortable communicating with each other using instant-message and text

message tools. Internet chat allows users to continue to surf the site while in

conversation with the support representative. Siebel CRM provides complete

integration of Siebel eSupport, Siebel Contact Center and Oracle Contact Center

Anywhere Chat, called Siebel Chat, where the contact center representatives can

handle multiple chat sessions; access the URL library to push a Web page to the

customer; use shortcuts to access customer information within the Siebel

application; and leverage the frequently-used-responses to facilitate the chat

interaction.

Fig. 77 – Siebel eSupport – Request chat view


For more detailed information on Siebel Chat functionality, see the Siebel Chat

section in this Statement of Direction and in the Siebel eCommerce section.

Contact Us – Web Call Back

Oracle Contact Center Anywhere (CCA) also has several call back options, such as

automatic call distribution (ACD) voicemail, IVR call back and Web call back.

Company may choose to integrate Siebel eSupport with CCA Web Call Back, so

that Siebel eSupport users can click on “Web Call Back” and enter a contact

number to be reached. The call back request is then routed to Contact Center

Anywhere to connect to an agent immediately. This feature is frequently leveraged

in both Siebel eSupport and Siebel eCommerce web sites.

Contact Us – Branch Locator

Many sales and support interactions continue to require in-person assistance.

Siebel eSupport branch locator functionality provides a simple interface for users

to lookup physical addresses (for example, retail stores or customer service centers)

by proximity or by offered services at that location. Customers can find the

organization business hours and phone number, and get driving direction and map

to the location. When organizations add new locations and services, the new

location’s information is captured once in the Siebel CRM application and is made

available real-time over the Web. Siebel plans to integrate with Yahoo, MapQuest

and Google Maps tools. Branch locator functionality is available in Siebel eSupport

and Siebel eCommerce.

Fig. 78 – Siebel eSupport – Branch locator with Google Maps integration.


Web Survey

Surveys are a useful tool to monitor customer satisfaction. The secret to

encouraging customers respond to these online surveys is to present the relevant

survey questions in a timely fashion. Siebel eSupport plans to leverage the Siebel

Marketing landing site and survey library so marketing and customer support

managers can use the same tool to create various types of sales and service surveys

online. Siebel eSupport provides surveys to measure customer satisfaction for a

service request resolution and for Web chat assistance. The response feedback to

the survey is stored in Siebel CRM application. Organizations can use Oracle’s

Business Intelligence tools to analyze these feedback data, assess the areas they can

measure and improve customer satisfaction across channels.

Fig. 79 – Siebel eSupport – Service request and Web survey view


Siebel eCommerce

Siebel eCommerce has been designed to enable companies to manage multi-

channel interactions with consistency and agility. Sophisticated selling rules such

as pricing, eligibility, compatibility, and configuration can be managed once within

Siebel CRM and deployed anywhere across the enterprise. All customer

interactions transition seamlessly from self-service, to assisted care, into the call

center, and back out to the self-service channel while giving customers transparent

access to the real time information they need to do business.

Browse Product Catalog

Context Aware Navigation

Each Siebel eCommerce page is designed to guide customers through common

paths as well as to make it easy for them to explore related information they may

need to make a buying decision. Users navigate through an intuitive user interface,

drilling down into catalogs and catalog categories to find products. Steps can be

quickly retraced by clicking on any point in the “breadcrumb” path. Context is

maintained across multiple workspaces so that the users can easily toggle between

pages for catalog categories, their latest product search result, product or

promotion details, or product comparisons. Related promotions, products,

services, knowledge management documents and a list of recently viewed products

are viewable with one click.

Fig. 80 – Navigate the online product catalog in Siebel eCommerce

Context-Aware Template Views

A logical indirection framework has been woven into the application page flow so

that for one logical page the system dynamically chooses from multiple page

templates to display the page layout designated for the product category the user

has selected. This approach goes beyond the design best practice of creating a

clean separation between logical and physical pages and actually sandwiches simple

dynamic business logic between two logical layers. This means that the product


Physical

Logical (meta data)

Page

Product Details Page

Prod Category =

Insurance

Prod_Det_Insurance.jspx

TemplateProduct Details: Phones

TemplateProduct Details: Apparel

Template

Product Details: Insurance

detail page can look totally different for a physical product versus a service, and the

business logic to designate which template to use can be maintained by a non-

technical business user and updated without restarting Web servers. End-user

customer can personalize their browse pages by selecting from different templates,

such as gallery, paragraph or list view.

Fig. 81 – Dynamic templates logical model

Centralized Sales Product Catalog

Product-related sales information is managed once in Siebel CRM 8.1 and

consistently deployed anywhere across the enterprise. This includes:

� Rules: pricing, eligibility, compatibility, entitlement, complex product and

promotion configuration constraints, and product relationships.

� Product Structures: simple product bundles, simple products with editable

attributes, editable & non-editable promotions, and complex products.

� Informational: product catalogs, categories, descriptions, attributes, and

features.

Fig. 82 – Siebel CRM centralized product administration.


Siebel eCommercie has been designed to take advantage of the power and

flexibility of product information managed within Siebel CRM. CRM data is

exposed through Web services to the various e-commerce sites managed with

Siebel eCommerce and is cached to deliver a high-performance end user

experience.

Fig. 83 – Siebel eCommerce catalog administration.

Content Management System Integration

To create a more compelling visual experience, multiple media files such as

Macromedia Flash can be linked to product catalog images to create a more

compelling and visually appealing user experience. These files can be stored in any

content management system using the WEBDAV protocol (Web-based

Distributed Authoring and Versioning).

Fig. 84 – Content management integration in Siebel eCommerce


Keyword and Faceted Product Search

Keyword and faceted search are integrated into a single experience so customers

can continuously narrow and expand their search results by entering/removing

keywords and selecting/removing categories and product attributes.

Fig. 85 – Incremental search capabilities through keyword and faceted Search

The searching experience in Siebel eCommerce has been seamlessly integrated with

catalog browsing so users can perform a search at any point in their drill- down

process and choose to narrow their search results based on any attributes common

across the product classes within the search result. Site administrators control

what attributes within each product are searchable and at anytime a non-technical

user can change those attribute selections with a few clicks of the mouse.

As illustrated in the diagram below, the service-oriented architecture of Siebel Self-

Service applications allows it to fit neatly into a composite application of Siebel

CRM and 3rd party business services. This architecture allows organizations to

choose from multiple search engines and to build on a solid SOA for companies

wishing to extend the application.


Fig. 86 – SOA search architecture in Siebel eCommerce

Ensuring consistency across the enterprise, both the search engine index and the

self-service cache are populated by the same product information managed within

the Siebel CRM system. The search [1] is invoked by calling a CRM Web service

[2] which calls the appropriate search engine [3], also used for knowledge

management searches. The search engine returns a list of product IDs [4] which

are filtered by the eligibility business rules maintained in CRM [5] before passing

them back to the Self-Service tier [6]. The product details for the page are then

pulled from the cache [7] to ensure a more responsive and quicker user experience.

Search Interface

Product SearchWeb Service /

Business Service

Search External Business Service

Eligibility Business Service

1.Keyword / attribute search

2.Call Siebel search web service

3.Call search engineAPI to execute search

4. Return list of product IDs

5. Filter resultsby eligibility

6. Return product IDs

Index

Product Cache

eCommerce View

Product DetailsWS / Business

Service

7. Retrieve product Details

SESSearch Engine

SiebelServer

Product Index

BusCom

Search Interface

Product SearchWeb Service /

Business Service

Search External Business Service

Eligibility Business Service

1.Keyword / attribute search

2.Call Siebel search web service

3.Call search engineAPI to execute search

4. Return list of product IDs

5. Filter resultsby eligibility

6. Return product IDs

Index

Product Cache

eCommerce View

Product DetailsWS / Business

Service

7. Retrieve product Details

SESSearch Engine

SiebelServer

Product Index

BusCom


Compare Products

Fig. 87 – Siebel eCommerce product comparison table.

To enable customers to quickly understand the differences between products,

customers can add them to a comparison matrix which contrasts their descriptions,

attributes, and features. To increase the likelihood that customers find what they

are looking for, similar products are also listed on the comparison page so that the

customer can optionally add any of these up-sell products to the matrix. The

comparison page is saved throughout the session so that products can be added to

or removed from the matrix at any point in the shopping experience.

Related Products

To more effectively up-sell and cross-sell customers, the product details page is

designed to entice customers to explore related products and services.

Fig. 88 – Up-sell and cross-sell related products such as accessories and services.


The following bins are displayed in the right contextual area so customers can

easily explore other buying options by drilling into and out of these related

products

� Promotions: Any promotion in which the current product is listed.

� Similar Products: Up-sell products

� Accessories: Cross-sell products

� Services: Cross-sell products which are services

Real Time Decisioning (RTD) Product Recommendations

Oracle’s Real Time Decisioning (RTD) platform is planned for integration with

Siebel eCommerce to leverage closed-loop and predictive analytics to generate

offers in real time that are most likely to increase sales and/or promote retention.

RTD is the same engine used in Oracle Intelligent Offer Generation (IOG) which

integrates to Siebel Contact Center by recommending a next best action.

Fig. 89 – Relevant, personalized product offerings through Oracle’s Real Time Decision

(RTD) platform.


As customers browse a Siebel eCommerce website, Oracle RTD makes

personalized product offer recommendations and tracks whether they are selected.

Fig. 90 – RTD flow in Siebel eCommerce

In order to effectively score and make more intelligent offers, Oracle RTD pulls

input from the following sources:

� Siebel CRM: If the user has logged in, any information in CRM can be used,

such as previously purchased assets and customer segmentation

information.

� Browsing history: Based on the catalog categories visited over a defined time

period, Oracle RTD can infer the types of offers the user is most likely to

accept.

� Offer history: Learns which offers were previously presented and any actions

taken on those offers.

� Learning from random sampling: Oracle RTD learns from random

experimenting against control groups and uses this experience to score

offers more likely to be accepted.

� Business objectives: Oracle RTD allows companies to define multiple

objectives for offer scoring and to define customer segment weighting that

should be given to the different objectives. For example, this would allow a

company to focus more on message consistency for important established

customers but to focus more on maximizing revenue for first-time visitors.

Login BrowseCategories

BrowseProducts

SelectOffer

1.Send Customer

ID

2-n.Send Context3-n.Return Offer

4-n.Learn

Self Service

RTD

Eligibility

Login BrowseCategories

BrowseProducts

SelectOffer

1.Send Customer

ID

2-n.Send Context3-n.Return Offer

4-n.Learn

Self Service

RTD

Eligibility


Fig. 91 – Setting objectives using a sliding scale in Oracle RTD

Oracle RTD is a self-learning tool whose predictive models continuously and

automatically adjust based on customer responses and marketplace changes.

Knowledge Management

The “Learn More” bin appears in the right contextual area of the product details

page to easily display documents relevant to the current product. As customers

drill into various knowledge base documents they can view the detail, see

documents related to the selected one, and refine the search used to suggest

knowledge management documents.

Fig. 92 – Contextual knowledge base documents

Chat

If customers want to talk to an agent before finalizing their buying decision, they

can initiate a chat session. The agent chat is integrated into Siebel Contact Center

so that other relevant customer information is at the agent’s fingertips. Agents can

“push” customers Web pages which are likely to aide the shopping experience.

Since the customers’ carts are the same object as the Siebel Contact Center quote

object, agents can add and delete items from customer carts in real time as well as

help complete the checkout.


Fig. 93 – Siebel Self-Service applications provide online chat capabilities.

For more detailed information on Siebel Chat functionality, see the Siebel Chat

section in this Statement of Direction.

Configure Product

Complex product configurations are exposed to web visitors through an intuitive

user interface that always shows the running total and current selections, and

guides customer with a multi-step process train and contextual messages.

Fig. 94 – Online product configuration exposed in Siebel eCommerce


Multichannel Consistency and Flexibility with Configurator

Siebel eCommerce shares the same configuration administration as the agent-

facing Siebel CRM application. By using the same configurator, the product

information exposed to end customers reaps the multi-channel consistency

benefits of shared product structures and constraint rules, while at the same time

gives companies the flexibility to tailor the configuration experience to the unique

needs of the end customer. Administrators can choose to use the same page and

UI controls in Siebel eCommerce pages as the agent-facing configurator in Siebel

Contact Center or define different structures and views.

Fig. 95 – Centralized product configuration administration with channel-specific user

interfaces.

Configurator as a Service

Siebel eCommerce uses a service-oriented architecture by calling the Siebel CRM

configurator as a service and rendering the end-customer UI within the Siebel

eCommerce self-service application.

Fig. 96 – SOA configuration of Siebel eCommerce

4.Display the Configurator UI

eCommerce Interface

Product Structure Web Service

Product UIWeb Service

1.Click the configure button for a product

2. RetrieveproductStructure

3. Retrieve product UIdefinition

3. Default2.CC Definition Map

1.SS Definition

Self Service JSPX UI Templates

Siebel Configurator

4.Display the Configurator UI

eCommerce Interface

Product Structure Web Service

Product UIWeb Service

1.Click the configure button for a product

2. RetrieveproductStructure

3. Retrieve product UIdefinition

3. Default2.CC Definition Map

1.SS Definition

Self Service JSPX UI Templates

Siebel Configurator

Cache


If an organization is managing multiple commerce sites, each with its own unique

look and feel, this consistent visual experience is easily maintained throughout the

customer’s shopping experience. Administrators can control and extend this

experience using Oracle JDeveloper – the same Fusion Middleware IDE

(integrated development environment) used to manage Siebel eSupport and Siebel

eCommerce. In addition, if one of the child products of an aggregate promotion is

a complex product, the configurator process train and running total can be merged

with the promotion to create a more seamless experience.

High-Performance Configurator

Leveraging the reduced memory footprint and enhanced multi-threading

configurator capabilities delivered in Siebel CRM 8.0, Siebel eCommerce has been

architected with performance top of mind.

To ensure a responsive user experience, the most common Web service

information is cached in the Siebel eCommerce application. Additionally, the

administration controls allow companies to choose for each product the user

actions that trigger a price calculation.

Modify Configuration

From the shopping cart, customers can expand configurable products to see their

current selection and modify them if necessary. In addition to complex products,

this functionality also applies to editable promotions and simple products with

editable attributes.

Consistent UI Across Product Structures

For less complex configuration requirements, companies can choose to use other

product structures such as simple products with editable attributes and

configurable promotions. To ensure a consistent experience to end customers,

Siebel eCommerce recognizes the different characteristics of these product

structures yet exposes them with an intuitive user experience nearly identical to

that of complex product configuration.

Shopping Cart & Checkout

Manage Shopping Cart

Siebel eCommerce plans to deliver a fully functional shopping cart that can be

managed across the boundaries of multiple sales channels. For convenience, the

shopping cart is exposed as a mini-cart on all online browse pages and as a full

page shopping cart to access advanced functionality. Customers can view and

remove the products in their carts; expand and modify their configuration

selections; add cart items to their comparison matrix; rename their carts; create

multiple carts; save their selections for any period of defined time; or checkout to

complete their purchases.


Fig. 97 – Advanced shopping cart functionality in Siebel eCommerce

Agent-Shopping Cart Collaboration

The service-oriented architecture of Siebel eCommerce creates a true multi-

channel shopping experience. When online customers request help from agents in

a chat session or phone call, Siebel Contact Center agents can collaborate with the

shopper with real time efficiency. Because customers’ Web service calls to their

carts are the same objects as Siebel Contact Center quote objects, agents will have

real time access to the contents of customers’ carts; can interactively add or delete

items from these carts; and if necessary, can assist with the checkout process.

Anonymous Cart Management

Anonymous users can browse the online catalog and save items in their shopping

carts. Pointers to the carts are saved in users’ cookies so they can be accessed in

the future from the same computer. Because the carts are saved on the server,

agents can assist anonymous users as described above in “Agent-Shopping Cart

Collaboration.” If an anonymous user logs in, the anonymous cart is merged with

the logged-in user’s last modified cart. Unlike anonymous users, logged in users

can access their carts from any computer.

Multiple Shopping Carts

B2B and B2C customers can create multiple shopping carts to manage multiple

purchasing projects. These carts can be renamed at any time.

Fig. 98 – Manage multiple purchasing projects with multiple shopping carts.


Multi-channel Quotes

The shopping cart enables companies to extend customers’ self-service experience

into the traditional offline quoting process. Because quotes and carts are the same

business object, customers can view online any quotes created for them by sales

representatives and agents through any channel. Customers can drill into the

details of the products on these quotes with all the robust functionality of the

catalog browsing experience and, if desired, make changes and submit them as

orders.

Checkout

At any point in the shopping experience customers can choose the checkout action

to purchase their products using Siebel eCommerce. All checkout information is

defaulted with customer account information so customers can quickly complete

their transactions. Customers can modify this information to meet specific

shipping, payment, and tracking needs, or to contact the company through another

channel to complete the transactions.

Fig. 99 – Checkout process in Siebel eCommerce

Asset-Based Orders

With Siebel eCommerce, B2B and B2C shoppers can designate any

product to be tracked as an asset so the merchant and purchaser can at

anytime view information about these assets; see the configuration

choices made; and if applicable, modify the asset configuration (see the

View & Modify Assets section below). These assets can be associated to

contract agreements, commitment terms, and entitlements. Service

requests can be logged against specific assets so customers have easy

access to service request history by asset. B2B customers have the added

flexibility to associate assets to different employee contacts and accounts,

and if not already in the system, add the new contacts during the checkout

flow.


Ship to Multiple Locations

B2B and B2C customers can ship each line of their order to a different

address by selecting from previously saved addresses or creating new

ones. B2B customers can also easily search for and select from shared

company contacts and addresses.

Gift-To Addresses

To prevent shared company addresses from being cluttered with personal

address, B2B customers can create private gift-to addresses that aren’t

exposed to other company employees.

Payment Methods

Customers can save multiple credit card and bank account payment

methods to be used in any channel and choose their default method for

new online orders. Other payment methods such as purchase order and

invoice can be made available for B2B customers.

Tax Calculation

Siebel eCommerce shares the same tax calculation integrations as Siebel

CRM so taxes can be calculated in real time and displayed on the order.

Save Partial Checkout

If customers are interrupted in the middle of their checkout process, the

information entered is saved for the future.


View & Modify Assets

Siebel eCommerce leverages the same asset-based ordering (ABO) functionality as

Siebel Customer Order Management and can be exposed to online Web visitors.

Fig. 100 – Seamless asset modification between Siebel Customer Order Management and

Siebel eCommerce

Filter and Search for Assets

Regardless of the channels in which they were created, customers can easily view a

list of all assets associated with the contacts and accounts to which they have

access. If this is a long list they can filter the list based on asset ID, product name,

status, install date range, account, and contact name.

Asset Details

For any asset, customers can drill into the asset details page to see more

information about the purchased product. This information includes descriptive

information; install date; commitment terms/penalty amount/grace period;

configuration choices selected; and sold-to/bill-to contact and account

information.

In-Flight Open Orders

To make sure customers have a real time understanding of the latest state of their

assets, they can click on the Open Orders tab to see the details and status of all

open orders against the current asset being viewed.

Sell Related Products

In order to generate additional up-sell and cross-sell opportunities, the right

contextual area of the asset details page contains bins to suggest similar products

(up-sell), accessories (cross-sell), and services (cross-sell services). These are the

same bins that are displayed on the product details page and allow customers to

quickly drill into the catalog to explore other purchases.


Modify Asset Configuration

Customers are empowered to easily change the configuration of their assets by

selecting the modify action on any complex product, editable promotion, or simple

product with editable attributes. The modify asset process train will be merged

with the appropriate configuration process train to guide customers through the

steps required to complete the asset-based change order. If there is a financial

impact to the change or a tangible product needs to be shipped, Siebel eCommerce

administrators can define the flow to just use the asset defaults or enable it to give

customer an opportunity to change the payment method or shipping address.

Modify Bill-to and Sold-to Information

With Siebel eCommerce, customers are empowered to keep their asset records

accurate. If they wish to change the asset tracking or billing information they can

modify the sold-to contact, sold-to account, or bill-to account associated with the

asset.

Multiple Product Structures

Complex products, promotions, simple products with editable attributes, and

simple product bundles are all displayed in the same manner, showing only the

root product in the product list and then enabling customers to drill into a

consistent asset detail page to view the child products under the root.

View Order Status

Customers can easily view real time order status and history for orders entered by

them or for a contact or account to which they have access. This includes both

new orders and asset-based change orders entered through any channel.

Search for and Filter Orders

Customers can search for specific orders with a robust search tool planned for

Siebel eCommerce that filters orders based on date range, order status, order

number, account name, and contact name.

Order Details

When customers find the orders for which they are searching, they can drill into

the same details as are displayed on the order confirmation page.

Copy Order

To make it easy for customers to re-enter similar orders, any previously submitted

order can be copied into the shopping cart so that it can be edited and submitted

again.


Cancel Order

Administrators can define the status for which the company will accept an online

order cancellation so that customers can cancel orders through the self-service

channel.

Administrative Settings

Website administrators can create, configure, and manage multiple sites through

the site administration tool. Site administrators can define the look and feel of

sites and personalize them to target different customer segments. Sites can also be

configured to support multiple locales, payments, and shipping methods.

Comparison to Siebel eSales

Compared to Siebel eSales, the new Siebel eCommerce product contains many

new and improved capabilities as highlighted in the below chart. The chart

identifies for each feature whether the out of the box eCommerce (eC) or eSales

(eS) products include the feature (Y), partially address the feature (m), or does not

include the feature (N).

Fig. 101 – Comparison of Siebel eSales and eCommerce

eCommerce 8.1 vs. eSaleseC eS

Functional

• eAdvisor N Y

• Favorites N Y

• Quick Add N Y

• RTD Prod. Recommendation Y N

• Chat Y N

• Content Mgmt Integration Y N(WebDAV, extend to WebCenter)

• Integration to KM Search Y N

• Robust Prod Search Y N(SES, keyword, narrow/expand)

• Promotions Y N

• Asset Based Ordering Y N

• Robust Compare Y N(persist w/in session)

• Configurator – User Friendly Y m

eC eS

• B2B & B2C Checkout Y N

• B2B Co./User Registration Y N

• Multiple tabbed workspaces Y N

• In context mini-bins Y N

• Related Products Y m

• Multiple Sorts Y N

• Multiple Browse Views Y N

• Indirection framework Y N

• Site Management Y N

Technical

• Extensible UI Y m

• MVC Standards Based Y N

• Caching Y N

• SOA Composite App Y N

• Fusion Middleware… Y N

Key: eC = eCommerce, eS = eSales


Industry-Specific Functionality

SIEBEL COMMUNICATIONS, MEDIA, AND ENERGY

Siebel Communications, Media, and Energy (CME) release introduces the next

evolution of Siebel CRM applications for the communications, media, and utilities

industries. Continuing Oracle’s commitment to these industries, this release

improves CME organizations ability to increase their most valuable customer’s

loyalty and increase average revenue per user (ARPU) through enhancements in

Siebel’s loyalty solution outlined in earlier sections. In addition to enhanced

loyalty, CME companies can leverage the enriched integration with the Oracle

Contact Center Anywhere solution detailed earlier, to drive a seamless multi-

channel communication experience with robust chat, call back and voice over

Internet protocol (VoIP) channels.

In addition to these enhancements, there have been a number of CME specific

enhancements made as a part of the CME application suite including a next-

generation self service application tailored to the needs of the CME industries and

greater out of the box support for the most common pre-paid support processes.

Siebel Self-Service for Communications, Media and Energy

Siebel CME plans to offer a next generation self-service application which takes

advantage of the rich capabilities delivered as a part of the Siebel eCommerce and

Siebel eSupport base offerings. This solution has been built to work seamlessly

with the Siebel CME applications and the Web services that have been exposed in

those applications.

Enabling Location-Based Product Eligibility

Siebel eCommerce for Communications will leverage the core eligibility and

compatibility capabilities delivered with the Siebel Customer Order Management

7.8 release and enable service providers to leverage the same product rules defined

for their contact center within the self-service channel.

Shared products and product rules ensure that the right product is offered to the

right customer in a consistent manner, therefore increasing customer satisfaction

while at the same time driving revenue. Product eligibility can be used to restrict

the set of products to which a customer has access. The most commonly used

form of eligibility is geographic-based eligibility where customers in certain states,

countries or postal codes are not eligible for certain products.

Ensure a consistent and seamless

customer experience across channels for

your mission critical sales and service

processes.


Siebel Self Service for Communications provides the out of the box views and

logic to enable a user to enter their postal code so that only their eligible products

are returned. Alternatively, a user could choose to bypass this entry and the full set

of products would be available for their selection. In addition, the user can choose

to change their location at any point during the browsing experience. The use of a

geographic based eligibility rules adds an additional user paradigm to those offered

through the Siebel Self-Service base offering which includes anonymous users and

logged in users. Requesting a user-entered postal code allows CME organizations

to offer a third user paradigm which allows the customer the benefits associated

with anonymity while at the same time restricting the set of products presented to

the customer.

Fig. 102 – Enter zip code page enables location-based product eligibility for self-service

users.

New Service Activation – A Guided Flow

Purchasing a new service plan and the corresponding equipment can require a

complex series of steps and decision points which has traditionally limited the

percentage of new orders placed through self-service sites within the CME

industries. As CME organizations look to drive business to their Websites to

leverage this low cost to serve, they need a guided selling flow, similar to the task-

based user interface offered as a part of the Siebel CRM 8.0 release.

In Siebel CEM, new service activation provides the following capabilities:

� Ability to choose preferred purchase path by selecting the desired device or

service first, or selecting from a set of pre-defined packages.

� Browse for a specific category of product, such as devices and services.

� Decision steps allowing, for example, a customer who has elected to

choose their service first, to indicate whether they would like to purchase a

new device to go with the service or use an existing device.

� A process-based approach enabling up-sell and cross-sell opportunities,

such as presenting the relevant accessories to be built into the customer

experience.

New service activation enables a complex

process to be simplified and streamlined

reducing the number of abandoned carts

and increasing order completions and

customer satisfaction.


Fig. 103 – New self-service activation view in Siebel Self-Service for Communications

Changing Billing Preferences

As service providers look to drive costs out of their business and drive stickiness

amongst their customer base, they are increasingly looking to online presentation

of billing data and analytics/reporting data that can be offered as a part of that bill

presentment.

This set of functionality allows a customer to update their account to choose to

receive their bill online. This capability has been built to work seamlessly with

Oracle Communications Billing and Revenue Management.

This feature provides the following capabilities:

� Ability to change billing preferences.

� Ability to change payment method.

� Ability to add a new billing profile which contains the user’s billing

preferences and preferred payment method.


Fig. 104 – Change billing preferences online using Siebel Self-Service for

Communications

Self-Service Change Order Support

Given the constantly evolving service offerings from provider, change orders

represent the most common type of order within the CME industries. To fully

realize the cost savings associated with the self-service channel, CME organizations

must support both new and change orders within their online solution.

Siebel Self-Service for Communications has a series of views, processes and logic

to support the most common change orders leading to a lower total cost of

ownership and a consistent customer experience across channels.

Modify Service

The modify service set of capabilities represents a guided flow supporting a series

of different types of changes to different types of services or promotional

packages. The purpose of the guided flow is to offer a fully functional set of

change order capabilities while hiding the complex logic, product rules and

different product models from the user.

Modify service supports basic changes to a service plan, like moving from a 200-

minute plan to a 400-minute plan as well as the pricing recalculation that is

associated with the change in plan. Modify service also supports a scenario where

a customer has purchased a promotional package that includes multiple services.

The self service application supports the ability to add an additional add on line to


an existing promotion or to make any other changes that fit within the

promotional rules as defined within the Siebel application.

The modify service flow contains a series of decision steps prompting the user

with simple decisions or questions that enable the modify service process to

contain a series of paths depending on the type of service the customer has; the

type of product model used to define the service; and the type of change that the

customer is trying to make.

In addition to changes to their selected service, this flow includes the ability to

move from one promotional package to another, enabling a customer to upgrade

to a new promotional offering, thus driving increased revenue.

Fig. 105 – Modify service online using Siebel Self-Service for Communications

Change Equipment

The change equipment process flow encompasses another common type of

change order – moving from one piece of equipment or device to another. Similar

to the modify service process flow, the change equipment process supports a

number of different types of product models and types of changes. For example,

change of equipment could be represented as the purchase of a new handset in a

wireless example or a request for a new set top box for a cable provider. The

guided flow allows the user to select the asset for which they are changing their

equipment and then browse to select the new device. The change order

representing both the old equipment and newly ordered equipment is created and

the appropriate price and costs are associated with the order.

Suspend Service

The suspend service process flow allows a user to select the service that they

would like to suspend and then enter the suspension date, resumption date (if

known) and any relevant comments. The self-service application then creates the

suspension order and submits it to the Siebel Communications.

Resume Service

Similar to the suspend service capabilities, the resume service process flow enables

a user to request service resumption. This resumption order is passed to Siebel


Communication, where it can go through further routing to ensure that it is passed

to the appropriate activation and billing systems.

Change Payment Method

Siebel Self-Service for Communications has also provided a set of views and logic

to enable CME organizations to offer self-service capabilities around changing

payment methods so CME organizations have accurate credit and debit card

information on file.

Shopping Cart and Checkout

Siebel Self-Service for Communications offers two distinct checkout experiences:

one for a business customer and another, more streamlined checkout process for a

consumer customer. By offering these two set of process flows and user interfaces,

CME organizations can tailor the user experience while leveraging the same

underlying Siebel CRM functionality. This approach of combining the robustness

of the Siebel CRM application with the flexibility of a J2EE-based user interface

underlines the direction that Oracle has taken in creating a best of breed self

service application.

B2B Checkout Preferences

The B2B checkout enables a simplified process with robust flexibility to decrease

the amount of time that it takes administrative users of CME organizations’ largest

customers to accomplish their most frequent tasks. At the same time it offers the

flexibility to meet the diverse scenarios that large corporate customers require. The

checkout capabilities allow B2B administrators to purchase new services for groups

of users while having the relevant equipment shipped to one or many locations. By

enabling locations to be specified at the individual line level, business customers

are able to have equipment, such as a new mobile handset, delivered to individuals

at their homes or at their office, or to a central location for distribution by the

corporate administrator.

The checkout flow also allows a business customer to place an order that is billed

to a single billing account or department, or for each individual item to be billed

separately. This flexibility helps CME organizations place a single order for

individuals whose expenses span different billing departments or organizations,

and as a result, support whatever type of billing and accounting practices their

customers choose to implement.

Similarly, the B2B checkout flow allows subscriber information to be captured,

allowing a single corporate administrator to be represented as the subscriber for all

services; the individual end users to be represented as the subscribers; or some

combination of the two. The checkout process also allows customers to choose

whether they would like to be assigned a new number or port an existing number.


B2C Checkout Preferences

In contrast, the B2C checkout flow has been built with simplicity in mind. While

the shipping, billing, and subscriber data can be changed and specified, the user

interface has been simplified and the number of steps has been reduced to move

toward a one-click checkout process.

Fig. 106 – Shopping cart and checkout screenshot in Siebel Self-Service for

Communications

Pre-Paid Service Support

Siebel CME offers new functionality for managing pre-paid services – a large and

growing segment that has historically been defined as a high-volume, low ARPU

market segment. As a result, the pre-paid features were built to execute in a highly

performant, scalable and cost effective manner. The inclusion of out-of the-box

support for the most common pre-paid service processes represents additional

opportunities for business process optimization on the part of service providers.

This is manifested through an elimination of the need to switch between

applications; increased automation of critical steps; and ultimately the end-to-end

sales and service processes are further streamlined for efficiency and consistency.

Pre-paid transactions may take place through a number of different channels:

• Contact Center: Agents require visibility into all relevant customer profile,

account, and usage information. To enable full support of all sales and service

issues via Siebel CME, the application was extended to include the views,

processes and logic required to support service activation, top-ups, credits,

service requests, balance information, account management, and orders for all

pre-paid and value-added services.

• Retail: Retail sales and service representatives need access to the same

customer information as contact center agents enabling the retail outlet to

support all appropriate sales and service transactions using Siebel PRM.

Prepaid services represent a large and

growing market segment and Siebel’s out

of the box support allows providers to drive

down their total cost of ownership


• Handset: The handset will be integrated to the Siebel CRM system. Any

activities processed through the handset, including activation, downloads, and

top-ups will immediately be visible to sales and service agents, as appropriate,

across any channel. Agents or the system will be able to contact the customer

through the handset to complete activation or deliver offers and notification

of low balance, status on service issues, etc.

Siebel CME plans to support both new service activation as well as a pre-paid to

post-paid migration. The high level processes supported include new activation,

pre-paid to post-paid migration, usage/balance inquiry, and top-up.

Fig. 107 – Pre-paid service view in Siebel Communications

High-Level Processes

New views, processes and business logic have been added to Siebel CME

including:

� A new view displaying the service profile, current balance, and Intelligent

Network activities enabling a single view of a prepaid customers’ most

relevant information.

� Ability to display service specific current balance, Intelligent Network

activities (download, calls, top-up) and top-up transactions so that accounts

who have multiple prepaid services with a CME organization can have the

information specific to each of their various services.

� Ability to view top-up history for each service so the customer’s history can

be well understood as context for their current request.

� Support for top-up using credit card, voucher, promotion, and

complimentary credit

� Ability to validate a voucher and retrieve a voucher balance to apply to a

top-up to ensure that there is no revenue leakage through the use of invalid

or depleted vouchers.


� Support for administrative capabilities, including the ability to differentiate

products as either pre-paid or post paid products.

� Multiple billing profiles enabling a customer to maintain more the one

payment method. The relationship between how a customer pays for a

service and the service itself is tracked throughout the full order lifecycle,

starting with the quote and moving to the order and ultimately to the asset.

Integration Support for Oracle Application Integration Architecture

Oracle offers a pre-built integration of Oracle’s Siebel Communications, Media

and Energy (CME) and Oracle Billing and Revenue Management (BRM) using

Oracle Application Integration Architecture Process Integration Packs (PIP).

This pre-built integration of Siebel CME and Oracle BRM ensures the accuracy

and near real-time availability of customer, billing, product, and pricing data

through:

� Product and price synchronization

� Account, contact, address and billing profile synchronization

� Integrated order management

o Process sales order

o Initiate billing on fulfilled services

o Update order status

To support this integration, Siebel CME will include new VBC-based views that

enable an agent to retrieve information from Oracle BRM for:

� Real-time view of balance groups & balance details

� Real time display of unbilled usage information

� View of invoice details

� View of payment and adjustment history

� Capture of payments for an invoice and submission of data to Oracle BRM

for processing

� Capture of new adjustment requests into Siebel CME and submission of

data to Oracle BRM for processing

These views supporting Siebel CME and Oracle BRM integration will be

supported through the Siebel CME Billing Management product. Customers

deploying this integration through Oracle must purchase this product in

combination with appropriate Oracle Application Integration Architecture

Process Integration Pack licenses:


� The Oracle Communications Integration Pack for Order to Bill

� The Communications Agent Assisted Billing Care PIP

For more information about PIPs visit

http://aia.oraclecorp.com/products/indspc.html.


SIEBEL FINANCIAL SERVICES

Product Group Visibility

Investment banking has undergone many changes as a result of consolidation,

globalization, deregulation, increased competition, and compliance requirements.

In this new market place, Oracle provides a comprehensive solution that allows

investment banks to effectively manage client interaction and complex

relationships.

Due to the changes and trends within investment banking - plus the deployment of

cross divisional/functional CRM within financial institutions – investment banking

division are requiring more granular access and relationship visibility. Oracle is

working with our customers to solve this challenge. Product group visibility in

Siebel Financial Services empowers our customers to succeed.

Chinese walls are the boundaries that separate the different functions and divisions

within financial institutions. The walls aim to prevent the transmission of

confidential client information across divisions in the firm. Siebel Financial

Services plans to allow the investment bank to model and maintain Chinese wall

criteria within the application to ensure that confidential information is kept

secure.

Siebel Financial Services contains various levels of security that restrict access to

information and application functionality. Information can be secured based on

user information. This functionality allows members of the investment banking

team to have access to different information than members of the sales and

research departments.

In Siebel Financial Services, product group visibility enables one product group to

share or not share information with another product group(s) while respecting

regulatory requirements and the need for privacy between select product groups.

This visibility supports matrix-based financial institutions, regions, divisions and

specific product functions or team groupings.

Product Group Visibility Benefits and Features

With Siebel Financial Services planned product group visibility feature, financial

services organizations can obtain a variety of business benefits including:

� Ensuring that valuable customer relationship information across the

organization is captured and accessed at the right time, by the right

resources.

� Increased data quality, and process consistency, through a confidence in

data level access across product group functional and divisions.

� Deeper relationship and sales penetration through better quality

relationship information across product group functional and divisions.


� Enhanced executive transparency and visibility into the financial

institution’s complete relationship across the entire enterprise.

� Respect for industry rules, regulations, and compliance.

Fig. 108 – Product Group Visibility Application View Applet Logic


SIEBEL HOSPITALITY

Siebel Hospitality 8.1.1 helps hospitality companies streamline revenue capture across all channels; ensure that bookings reflect the optimal pricing and selection of products in accordance with local demands; maximize the usage of available inventory; and coordinate all planning and operations processes of events across multiple properties.

Sales representatives can capture leads, check inventory availability, design and price tailored solutions, generate property specific quotes and create contracts in a single interaction using Siebel Hospitality.

Opportunity Booking Enhancements

Enhanced Opportunity functionality that includes:

o Users will now have the ability to send multiple and/or additional quotes for the same opportunity to the same property

o Users now have the ability to allow multiple quotes go definite

Enhanced Quote functionality that includes:

o Users will have the ability to turn off automatic status change when a quote goes definite

o When a quote has its status changed to definite, the other quotes won't automatically have their status changed to turndown

By adding these new enhancements to Siebel Hospitality, users will be able to provide the customer with more valuable information needed to secure the customer booking.


SIEBEL LIFE SCIENCES

Siebel Life Sciences 8.1.1 introduces the next major evolution of Siebel’s industry-

leading CRM applications designed to support the pharmaceutical, medical and

medical device industries. Siebel Life Sciences is a comprehensive suite of

applications that enables companies to manage, synchronize and coordinate all

customer interactions across multiple channels. Siebel Life Sciences 8.1.1 extends

its Siebel Life Sciences offerings to better enable companies to manage samples

more effectively and support personalized detailing as part of the closed-loop

marketing process.

Sample Compliance and Accountability

Product sampling has proven to be a powerful marketing vehicle for the

pharmaceutical industry. Use of product samples for product promotion by

pharmaceutical companies around the world is governed by local country

legislations. In the United States, samples distribution is regulated by the Food and

Drug Administration and the Prescription Drug Marketing Act (PDMA). The

process of managing samples and ensuring the company is in compliance with this

process is critical for all companies.

Siebel Pharma 8.1.1 offers advanced functionality, elevating your ability to comply

with PDMA regulations to an unprecedented level. It provides an end-to-end

solution for sales and sample compliance groups that enable customers to

incorporate and enforce business processes in accordance with federal and regional

government regulations ensuring improved accountability and compliance

throughout the organization.

It enhances the ability of pharmaceutical companies to manage and maintain an

electronic inventory of samples and promotional items using Siebel Pharma

samples management while providing better control and oversight of the sample

management process. Siebel samples management allows sales representatives

and/or administrators to measure and monitor sample disbursements at every level

throughout the organization.

These enhancements include:

Allocation-Based Sampling

Sales management can control field sampling activity by defining thresholds

and controls on what and how much can be sampled for a given period. This

allows better control and ability to maximize your investment with these

promotional resources.

Control Sample Replenishment Orders

Sales management can control field force sample replenishment orders by

defining thresholds and controls on what and how much can be requested for

a given period. This allows better control over samples and orders can be

fulfilled in a timely manner.


Support for Direct Mail-fulfilled Sample Request Process

Sales representatives can disburse or request samples for direct and mail

fulfillment. Transactions can be tracked from request to shipment to

acknowledgement.

Dynamic Disclaimers

Dynamic disclaimers can be generated for signature capture forms depending

on a variety of factors such as: type of sampling activity, who is being sampled,

which state samples are being distibuted in, and the type of samples

(controlled/non-controlled substances) being distributed.

Sample Compliance Home Page and Dashboard for Proactive alerts

Enables home office analysts to quickly investigate and resolve inventory and

delivery discrepancies.

Administrator Managed Inventory and Reconciliation Processes

Enables sample compliance users and/or sales reps to maintain an accurate

and comprehensive account of all sample activity from distribution and

inspections to inventory reconciliation.

Exception Case and Incident Management

Allows sample compliance analyst to track sales rep accountability exceptions.

Enables analysts to consolidate diverse information about a field

representative into a single view and then track the case.

Improved Signature Audit with Follow-up Tracking

Allows home office users to view signatures captured from multiple sources

and sample requests on one page; fulfill receipt requests of electronic

disbursement transactions; and verify signatures for audits. Sample compliance

analysts can also flag exceptions and complete physician follow-up procedures.

Approval and Signature Processes for Adjustments

Allows home office review of all adjustments made by sales reps and verifies

them before including them in calculations. You can also enforce electronic

signatures capture before submitting any transaction for approval.

Inventory Audit and Location Inspection Reports

Allows sales reps, managers and inventory auditors to submit interim/close-

out physical inventory counts and location inspection reports. Provides

automatic tracking and processing of sample shipments and transactions,

including disbursements, transfers, partial transfers, returns, loss, and

inventory management for sales reps and independent 3rd party physical

inventory counts.


Siebel Personalized Content Delivery

Siebel Personalized Content Delivery improves the value delivered by closed-loop

marketing processes. It provides the ability for marketing teams to improve the

planning, execution, analysis, and adjustment of all marketing activities including

leveraging the sales force channel to deliver tailored messages for different

customer segments. It allows marketing teams to adjust and distribute messages

along with relevant digital content in an efficient way.

In addition, Personalized Content Delivery provides the ability for marketing

teams to gather information on customer needs through assessments and surveys

in a more timely fashion. Insight collected by the sales force can be leveraged by

marketing teams to refine existing messages, change tactics and develop new and

more effective marketing strategies.

Siebel Personalized Content Delivery solution makes it is possible to deliver high

impact experiences tailored to customer needs using multimedia visualization

content created by the marketing teams. It allows sales teams to deliver the right

message, to the right customer at the right time to optimize each selling

opportunity, resulting in improved customer acquisition, satisfaction, and

retention.

Planned features of Siebel Personalized Content Delivery 8.1.1 include:

Ease of Managing Content

Personalized Content Delivery solution improves processes associated with

message and content distribution. The solution enables customers the

flexibility to work with content providers of their choice without the need for

proprietary content authoring tools. Approved marketing content can be

loaded and distributed using permission-based access control by leveraging

existing Siebel Remote infrastructure without the need for a separate

infrastructure to distribute content to remote users.

Drag and Drop Message Assembly

Personalized Content Delivery solution provides an easy to use drag and drop

capability for brand managers to assemble messaging content. The

Personalized Content Delivery solution is integrated into the campaign

management processes to allow brand managers to further optimize their

multi-channel marketing strategy.


Fig. 109 – Personalized Content Delivery message planner

Integrated into Sales Process

Personalized Content Delivery solution extends the current Siebel’s call

reporting capability making it easy to complete an end-to-end sales process

without the need for expensive integration into third-party software.

Brand Management

Personalized Content Delivery ensures consistency and accuracy of the

message and improves the quality of the sales call. It provides control

mechanisms to lock down content, organize messages and manage fair-balance

messaging requirements for highly regulated industries.

Designed for Customer-Facing Interactions

Personalized Content Delivery provides an easy to use, smart solution for sales

representatives to deliver rich, interactive digital marketing content. It is

designed to help engage in a meaningful dialog, present key messages, leverage

the high interactive content capabilities provided by Flash, video and other

industry content formats.

One-Click Access

Personalized Content Delivery provides one-click access to start an interaction

session, switch between different product messages, show related collateral

and collect feedback. For industries such as life sciences, sales representatives

also have one-click access to capture electronic signatures for samples during

their physician interactions.


Automated Tracking

Personalized Content Delivery allows automated tracking of customer

interaction, navigation path, tracking of content used, time spent on each asset

and click-stream data within each asset.

Dynamic Assessments

Personalized Content Delivery allows capturing feedback from customers,

follow-ups for sales representatives, and conducting assessments to capture

customer's needs and beliefs. Marketing and sales managers can easily create

new assessments to capture additional data to improve their targeting and

messaging effectiveness.

Intelligent Message Selection

Information collected during interactions (used in conjunction with other

customer related information) helps determine the next best action for the

sales representative. Personalized Content Delivery provides an extensible

messaging optimizer to auto-load the optimal set of messages for each

customer interaction.

Fig. 110 – Siebel Personalized Content Delivery viewer


SIEBEL PUBLIC SECTOR

Siebel Public Sector changes the way governments interact with citizens by

providing the ability to fill out electronic forms online and submit those forms

directly to the Siebel case management system.

In Siebel Public Sector, once citizens complete an electronic form, the government

agency will have the choice of allowing the data to be automatically transferred to

the Siebel Pubic Sector self-service application, or to be reviewed by an agency

employee who can take an action (i.e. click a button) to upload the data to Siebel.

Self-Service Features for Siebel Public Sector

Online Form Locator

Citizens and agency employees can search for the appropriate form by name,

number or type using the online form locator in Siebel Public Sector

Fig. 111 – Siebel CRM Online Form Locator

Suspended/Resume Intake

Government forms are oftentimes complex, requiring citizens and agency

employees to collect information from a variety of sources to accurately complete

the form. Siebel Public Sector plans to provide government agencies with two

options to streamline this process:

� Citizens can create a user name and password and return to complete the

form at any time it is convenient.

� Citizens are able to submit the form without creating a user name and

password.

When a citizen creates a user name and password, the form is saved on the Adobe

Form Server. The citizen is then able to return to the Siebel Public Sector self-


service portal, re-enter the user name and password, and complete the form when

it is convenient.

Citizens can also enter form data without the creation of a user name and

password, submitting the date directly to the Siebel case management solution.

Required Field Prompts

Government agencies require certain information to be captured to determine a

citizen’s eligibility for benefits, file taxes or initiate the creation of a case. When

designing forms in Siebel Tools, administrators are able to specify required fields.

Upon deploying the Adobe Form on the Siebel Self-Service solution, these fields

are then highlighted. When a citizen tries to submit a form without completing all

required fields, they receive an error message. This process is completed on the

backend through form data validation.

When the user clicks the Submit button on a form, Siebel validates that all required

fields are filled in properly, and may also include additional validations set by the

administrator. If the form does not satisfy the validations rules, the user will be

prevented from submitting it and given the opportunity to make the necessary

changes.

Fig. 112 – Required field prompts on the Siebel Public Sector self-service page

Capture of Required Fee and/or Supporting Documentation

Many government services require a fee for certain services (for example, a

building permit or passport renewal). The Siebel Public Sector 8.1 self-service

solution provides the ability to capture payment information via credit card,


automated clearing house (ACH) and other forms of payments from the citizen

after the form is completed, but before the final submission.

In addition to capturing payment information, Siebel Public Sector 8.1 provides

the ability to capture supporting documentation (for example, copy of driver’s

license or paystub). The system prompts the citizen to attach required supporting

documentation prior to the application being uploaded into the Siebel case

management system.

Form Submission

The self-service capabilities in Siebel Public Sector 8.1 will provide a number of

features to support the form submission process including confirmation numbers,

data validation and contact matching.

Upon submitting a form through the online portal using Siebel Public Sector 8.1, a

confirmation will appear on the citizen’s screen as well as a message which

indicates when they should expect to hear back about the status of the application.

Citizens can check on the status of their form submission by querying the

confirmation number on the portal site.

Prior to processing the citizen’s application for benefits, the Siebel Public Sector

8.1 solution will route the application to an employee case folder for review of all

required data elements.

Only employees can upload an application form into the system. At this stage,

employees will either create a new contact or match an ID. For creating a new

contact, the form will create the new contact record, including the form data, and

use the data to update additional child data elements. When searching for an ID

match, the system will prompt the user for a unique identifier (for example, Social

Security Number) to identify the existing contact record. Once a match is found,

the contact data in the form is compared to existing data in the record, and any

discrepancies presented to the user to resolve. The rest of the form data will then

be uploaded to the child records-related contacts, case, households, addresses,

vehicles, assets, and more.

Data from the citizen/employee application form will be transferred to the Siebel

Public Sector application so that the agency has a historical record of the data as

submitted at that point in time. Employees will then upload the application into

the system. During the upload process, a master case record will be located or

created; one case will be created for each program the citizen applies for; and

relevant data from the form(s) is imported into the appropriate Siebel contact,

household and case records. All cases generated from the application are imported

as child objects to the master case.

In addition to uploading individual cases, the agent is able to select multiple

applications from multiple contacts and upload one at a time or all of the

applications at once. The information that is contained in the application is

populated into the appropriate fields within Siebel Public Sector.


Form Administration

Through integration with Siebel Public Sector and Adobe Lifecycle Server,

administrators can use Siebel Tools to map fields in a given form to the Siebel

schema. The self-service capabilities in Siebel Public Sector 8.1 release will provide

a Siebel administrative view to manage all the forms that have been mapped, as

well as payments and supporting documents associated with specific application

forms.

Verification Template

The verification template will let the agency administrator define the set of items

that must be verified for a certain case type. As new cases come in, and a case type

is assigned to them, the cases worker will automatically get to see the items that

must be verified for the open case. This capability is expected to enhance

consistency of service and reduce errors in servicing a citizen’s case. Once the

caseworker has verified the items listed in the case, the case can move to the next

stage.

Fig. 113 – Verification plans and verification items in Siebel Public Sector 8.1.1

Quality Assurance Template

The quality assurance template will let the government agency define the items that

must be reviewed during a quality assurance assessment. The quality assurance

worker applies a checklist to a case in their work queue. This checklist is a

sequence of actions that need to be performed as well as a list of items that need to

be addressed. Some of the questions that can be included in the quality assurance

template are:

- Was this case resolved in a satisfactory timeframe?

- Was a follow-up call performed?


This is expected to help the government agency offers consistency of service

according to rules, regulations, policies and/or for legal compliance and in

accordance with local, state, regional, provincial and country regulations.

Fig. 114 – Quality assurance plans and items in Siebel Public Sector 8.1.1

Benefits Plan

The benefits plan object provides one place to track all the services and benefits

delivered to a constituent. The benefits Pplan will list all of the programs an

individual is eligible for. For each program, the system highlights the specific

benefits the individual recipients will receive as well as all those activities a

recipient must conduct in order to remain eligible for a given program. Typically

in a social services environment, there are a number of individuals involved in the

administration of benefits to a recipient. These participants can vary from non-

profits and other agencies to local governments. The benefits plan provides

mechanisms for assigning individual services to partners and providers, and gives

partners the ability to provide input on the status of a benefit line item and

relevant activities that impact the case.


Fig. 115 – Benefit Plan and Relevant Objects

Benefits Plan History

Changes in an individual’s living situation can impact what programs and services

he/she is eligible for. As changes in circumstances are evaluated, new benefit

plans must be created to reflect these changes. At the same time, it is important for

the organization to keep track of not just current benefits, but previous benefits

provided to an individual. The Siebel benefits case management system provides a

benefits plan history view where old benefit plans can be archived to provide an

audit trail of all benefits administered to the individual and his/her family.

Flag Related Cases

New in Siebel Public Sector 8.1.1, the master case object provides a single view

into all the cases being administered to an individual. When contact, relationship,

income or demographic fields are changed that impact eligibility at the case level,

the master case file is flagged so case workers assigned on other cases are aware of

the change(s) and can evaluate eligibility.


Oracle Business Intelligence Applications

ORACLE BUSINESS INTELLIGENCE APPLICATIONS

Enterprises depend on information to optimize performance. However, most

organizations are hampered by information that is incomplete, out of date, or

otherwise inadequate for answering critical business questions. Additionally,

organizations often struggle to deliver the right information to the right person at

the right time. Oracle Business Intelligence Applications provide the most

integrated and up-to-date pre-built analytical solution for Siebel CRM 8.1.1.

Siebel CRM 8.1.1 Business Adapter

Oracle Business Intelligence Applications provides a wide array of adapters to

Siebel CRM source systems for data extraction and loading into the pre-built

Oracle Business Analytics Warehouse.

Built upon the industry leading Oracle Business Intelligence Enterprise Edition

(OBIEE) Plus technology platform, the Oracle Business Intelligence Applications

for CRM (Oracle Sales Analytics, Oracle Service Analytics, Oracle Marketing

Analytics) have been industry leading customer analytics applications for a number

of years.

An upcoming release of Oracle BI Applications includes planned support for

Siebel CRM 8.1.1. This will extend the existing broad support for Siebel CRM 6.3,

7.5.x, 7.7.x, 7.8.x and 8.0.x applications even further.

Oracle Contact Center Telephony Analytics

In today’s increasingly competitive marketplace, a company’s contact center can

become an important source of competitive advantage. Companies with top-

performing contact centers typically have more satisfied customers, lower

operating costs, and higher revenue per customer. To achieve these results,

however, organizations must rigorously track and analyze key contact center

metrics – for example, first call resolution rates, average call handle times, transfer

rates, revenue per agent, and cost per contact – and take the appropriate actions to

maintain their performance levels. Oracle Contact Center Telephony Analytics

provides organizations with insight that enables them to analyze key aspects of

contact center performance. The solution provides best-practice metrics, alerts,

and key performance indicators (KPIs) enabling companies to take targeted action


to improve employee productivity, reduce costs, and increase customer

satisfaction.

Contact center analytics have traditionally been confined to telephony metrics

generated by switches of CTI systems, leaving contact center managers with an

incomplete picture of contact center performance. Oracle Contact Center

Telephony Analytics displays information from the telephony switch, routing

middleware, and CRM systems to contact center professionals, providing timely

insight that enables them to take action. With Oracle Contact Center Telephony

Analytics, contact center professionals can spot potential issues and identify

opportunities to cross-sell, up-sell, and improve customer satisfaction.

As staffing costs continue to climb, contact centers are implementing new

technologies to ensure that service requests are handled as cost-effectively as

possible. Oracle Contact Center Telephony Analytics is built on an open analytics

platform that integrates with web servers, IVR, ACD and CTI solutions. As such,

Oracle Contact Center Telephony Analytics provides an integrated view of key

metrics across channels, including IVR, email, and the web. Supervisors can

analyze trends and usage of each channel and determine where customers abandon

lower costs channels, like an IVR menu or web page, in favor of talking to a CSR.

The application also displays cost per contact, channel response times, and

customer channel preference. Understanding how channels are used and

identifying problem areas enables organizations to make improvements and point

customers to the best channel for each type of interaction.

Fig. 116 – Oracle Contact Center Telephony Analytics dashboard.


Oracle Contact Center Telephony Analytics provides contact center managers with

access to actionable information that can be used to drive greater satisfaction,

lower cost, and increased revenue.

Oracle Sales Analytics

Oracle Sales Analytics, a part of the BI Applications family, helps sales

organizations leverage the power of timely, actionable information to improve

decision making and ultimately drive results. It is a comprehensive analytic solution

that provides timely, fact based insight into the entire sales process. It provides

new levels of information richness, usability and reach to sales professionals

throughout the enterprise and in the field.

Sales executives can obtain insight into their sales organization’s performance, look

at trends and identify exceptions to take corrective action. Sales managers can

analyze team performance, pipeline opportunities and forecasts to determine

actions required to meet sales targets. Sales reps can determine which products and

customer segments generate the most revenue and how to effectively cross-sell and

up-sell in existing accounts. With Oracle Sales Analytics, organizations can make

faster, informed decisions enabling them to compete more effectively, lower sales

costs and achieve better results.

The Usage Accelerator functionality of Sales Analytics is a powerful solution that

helps Oracle’s Siebel Sales customers monitor, measure and manage sales force

adoption and effectiveness. It is beneficial to users at all levels in a sales

organization. With this functionality, organizations are able to derive maximum

value from their sales force automation implementations. Oracle Sales Analytics is

tightly integrated with Siebel Applications and is planned to be interoperable with

Siebel 8.1.1.

Fig. 117 – Sales Team Effectiveness analysis for Siebel CRM


Oracle Marketing Analytics

Success of a business depends on how fast it is identifying the needs and wants of

the market and proactively addressing them. Marketers have an increasing amount

of data available to them as they seek to develop marketing strategies and plans,

the key challenge is to harness the information contained in the data to effectively

and efficiently grow the business and sustain it over time. Successful marketing

requires excellence in both qualitative and quantitative analysis of marketplace

factors. Marketing Analytics empowers the business to achieve all these. With its

out-of-the-box dashboards and reports tailored towards a variety of users,

Marketing Analytics makes the BI truly pervasive.

Marketing Analytics provides extensive coverage on Campaign Planning and

Performance Analysis, Customer Insight (for B2B and B2C), Event Management,

and Segmentation areas. There are more than 500 metrics available out–of-the-

box, sliced and diced by a variety of dimensions.

Marketing Analytics leverages on the highly scalable and robust Oracle BI

Enterprise Edition Plus technology platform along with the BI Applications

architecture and the Oracle Business Analytics Warehouse. The conforming

dimensions across the CRM and back-office applications make it possible to have a

complete 360 degree view of the customers. Oracle Marketing Analytics is tightly

integrated with Siebel Applications and is planned to be interoperable with Siebel

8.1.1.

Fig. 118 – Campaign Performance Scorecard, Order Summary, Response Trends &

Segmentation Analysis for Siebel CRM


Oracle Service Analytics

Oracle Service Analytics is designed to help organizations leverage the power of

timely, reliable information to optimize service center performance and improve

the quality of customer service.

Oracle Service Analytics provides service center professionals with timely and

comprehensive insight that enables them to take action. With Oracle Service

Analytics, service center professionals can view the entire customer relationship;

spot potential issues; and identify opportunities to cross-sell, up-sell, and improve

customer satisfaction.

Oracle Service Analytics proactively delivers insight to Customer Service

Representatives (CSRs) while they are engaged with a customer, ensuring they

always have the latest information they need to make informed decisions. Analytic

insight can even be delivered directly to their Siebel CRM systems so CSRs don’t

have to change screens when working with a customer. With cross-value chain

insight, CSRs have a complete view of the customer’s account, helping them

resolve issues quicker and increase cross-selling rates. With Oracle Service

Analytics, companies can achieve higher effectiveness and maximize the value of

their customer relationships. Oracle Service Analytics is tightly integrated with

Siebel Applications and is planned to be interoperable with Siebel 8.1.1.

Fig. 119 – Service Request analysis by channel, region, product line, and severity


Siebel CRM Industry-Specific Support

In addition to supporting the horizontal capabilities of Siebel CRM Sales, Service

and Marketing, Oracle BI Applications also provide deep industry specific analysis

to support the many Siebel Industry CRM Solutions including for:

• Siebel Financial Services

o Finance Sales Analytics

o Finance Service Analytics

o Finance Marketing Analytics

o Finance Retail Analytics

o Finance Institutional Analytics

• Siebel Life Sciences Pharmaceuticals

o Pharma Marketing Analytics

o Pharma Sales Analytics

• Siebel Insurance

o Insurance Sales Analytics

o Insurance Service Analytics

o Insurance Marketing Analytics

o Insurance Partner Manager Analytics

• Siebel Public Sector Case Management

o Case Management Analytics

• Siebel Telecommunications

o Telecom Sales Analytics

o Telecom Service Analytics

o Telecom Marketing Analytics

• Siebel Consumer Goods

o Consumer Goods Trade Funds Analytics

Universal Adapter for Siebel and Customer CRM BI Applications

Customers with a mixed deployment of Siebel and custom CRM systems can now

take advantage of the newly enhanced Universal Adapter support for the Oracle BI

Applications for CRM, namely, Sales, Service and Marketing Analytics. The

Universal Adapter provides an open interface for customers to load any additional

non-Siebel data sources into the same data warehouse model where Siebel CRM


data resides. This integration allows customers to leverage the Oracle BI

Applications and the Oracle Business Analytics Warehouse to perform complete

CRM analysis spanning multiple Siebel and custom CRM systems with ease.

Tight Integration with Siebel CRM

Oracle BI Applications provide a robust analytical platform that integrates easily

with Siebel CRM. The solution offers a number of deployment options including

embedding capabilities directly within the Siebel UI. The dashboards and reports

can be directly embedded into a separate Siebel Screen, within a Siebel View or

Form Applet. The BI reports can be filtered based on contextual information,

such as the selected record in a Siebel List Applet. Moreover, individual BI metrics

can be added as standard fields in a Siebel Form Applet.

Fig. 120 – Contextual analytics view driven by a Siebel CRM list applet

Oracle BI Applications can leverage the existing security constructs in Siebel CRM

to perform user authentication and authorization. Instead of re-creating and

storing user IDs and passwords in an Oracle BI repository, the customer can use

the Siebel user table for authentication purposes. Similarly for user authorization,

BI data coming from CRM can be filtered based on the Siebel Owner, Position, or

Organization.

Lastly, the Action Link feature in Oracle BI Applications allows users to take

action immediately after analysis. A user can navigate from a highly summarized

report, to a detail report, and then to the Siebel Screens seamlessly in a single sign-

on environment that maintains the contextual information of the record that has

been selected.

Fig. 121 – Direct navigation from BI report to Siebel CRM transactional screen while

maintaining context


Informatica PowerCenter 8.1.1 SP4 Support

Oracle BI Applications leverages an OEM version of the market leading data

integration tool, Informatica PowerCenter, to perform the extract, transform, and

load (ETL) operations for the Oracle Business Analytics Warehouse. The

upcoming release of Oracle BI Applications that includes planned support for

Siebel CRM 8.1.1 will also be leveraging a new version of Informatica

PowerCenter, version 8.1.1 SP4.

With this upgrade, customers can take advantage of the new supported operating

systems, and database technology, and features provided by Informatica.

Enhanced Support for Global Deployments

The Oracle BI Applications for CRM provide multi-lingual, multi-currency, and

multi-timezone support for global Siebel CRM deployments. The user’s currency

and time zone in each CRM transaction are preserved during extraction and

loading of the Oracle Business Analytics Warehouse. Moreover, the Oracle BI

Applications have been translated to 28 languages, which include all the languages

supported by Siebel 8.1.1.

Fig. 122 – The dashboard text, data and currency is in localized for French


Oracle Master Data Management (MDM)

ORACLE MASTER DATA MANAGEMENT (MDM)

Oracle Master Data Management (MDM) solution is a set of applications designed

to consolidate, cleanse, enrich, and synchronize key business data objects, such as

customer and product, across the enterprise and across time. It includes predefined

extensible data models and access methods with powerful applications to centrally

manage the quality and lifecycle of master business data. To do this, Oracle MDM

Data Hubs:

• Consolidate information into one master repository from disparate

systems and business lines;

• Cleanse and enrich data centrally;

• Governs master data according to organizational rules to insure

compliance and reduce risk; and

• Share data as a single point of truth for a consistent enterprise view.

ENHANCED SIEBEL DATA QUALITY

Siebel Data Quality 8.1 has significant improvements that enhance the quality of

customer data with superior matching and cleansing capabilities. The integration

leverages Universal Connector, a generalized interface that is capable of making

real-time and batch requests to data cleansing and data matching servers. Siebel

Data Quality Matching Server allows search, match, and identify duplicate

customer records based on key customer attributes.

Siebel Data Quality Matching Server

Without requiring programming or changes to existing database tables, the new

Siebel Data Quality Matching Server provides search, matching, duplicate

discovery and relationship linking for all forms of identification data. Moreover,

without impacting database update efficiency, it maintains its own high-

performance fuzzy indexes and efficiently de-normalized tables.Siebel Data Quality

Matching Server overcomes the unavoidable variation, spelling, keying, and word

sequence errors in names, addresses, and identity data – regardless of country,

language, or character set. Aliases, compound names, dates of birth, prior

addresses, multiple identities and phone numbers are also supported.


Incoming data can be formatted or unformatted and does not require

standardization cleansing, or enhancement beforehand. Moreover, the matching

server allows rapid setup and easy rule selection, which avoids the typical, lengthy

process of design, program, test, and change. The Siebel Data Quality Matching

Server also includes a highly scalable Search Server that operates on both single

and multiple processors. It allows new and improved search applications to be

quickly implemented for a variety of business purposes, from customer lookup,

through file screening, to investigative and clearance searches. The Search Server is

scalable for large data volumes, transaction rates and concurrent users. High-

performance indexes are automatically generated and maintained with no change

to existing business application programs or databases.

The key building algorithms used by Siebel Data Quality Matching Server build

rich, highly compressed keys for names, addresses, titles or descriptions. Search

strategies are calculated and optimized in real-time based on the data being

searched for, the level of risk and the need that the search must satisfy. These

range from exhaustive search strategies, where it is essential to prove there is no

possible match on file, through typical, to narrow strategies, where performance

objectives dominate. Match purposes are tuned and tested to mimic an expert

human operator making identification and matching decisions that suit the specific

business purpose. Match purposes also support names, addresses, individuals,

contacts, residents, households, organizations, divisions and all forms of identities.

User-selectable match levels and thresholds allow the user to control the degree of

match.

API

User's Batch Processes

User's On-line Transactions

Siebel UCM / CRM

Application Object

User Interface Data Admin

Siebel DQ Matching

Loader & Utilities

Rule Manager

Key & Strategy

MatcPurpos

Siebel DQ Matching Server TM

Update Synchronizer

Console Server

DQ Matching

Administrative

Clients

Population Override

Edit Rule


Siebel Data Quality Cleansing Server

Siebel Data Quality Cleansing Server corrects all address data, filters out

superfluous information (stored in separate fields), assesses deliverability, and

generates a detailed report with suggestions for possible sources of address

problems. It parses both structured and unstructured data, identifies residues, and

formats and standardizes the data.

Postal reference tables in many countries change frequently as settlements expand

or change their names, or country-coding systems change. Siebel Data Quality

Cleansing Server utilizes arrangements with many local postal organizations—

including Royal Mail, USPS, Canada Post and Australia Post —that allows you to

receive monthly, quarterly, or biannual updates. Reference tables for each country

are not included as part of Siebel Data Quality 8.1.

Many languages, particularly Asian, have limited sounds and must represent foreign

names with their syllable alphabets. When these names are transliterated back to

the original language they frequently do not exactly match. The Cleansing Server

helps overcome this challenge by performing string mapping for 40 character sets

and seven alphabets.

The Cleansing Server supports both real-time as well as batch updates.

DATA WATCH AND REPAIR

Oracle Data Watch and Repair (DWR) is a profiling and correction solution that

assists data governance processes undertaken by a data steward. The data steward

can use DWR to regularly diagnose and maintain the data quality by running data

profiling jobs, assessing the data compliance with existing and new data rules and

correcting the data inconsistencies encountered in the process. This is an edge

application that is new in Siebel 8.1 and is designed to connect to Siebel and

import the relevant tables’ metadata and data into a staging area for profiling and

correction purposes. This allows the tool to be minimally intrusive into regular data

traffic while giving the data steward an in-depth and flexible framework under

which to examine the data and its quality.

Data Profiling

Data profiling is the first step to diagnose the data quality of a system within any

organization. It is a robust and thorough data analysis method used to discover and

evaluate the defects in the system’s data. By doing data profiling, you can discover

things about your data, including (but not limited to) a domain of valid zip codes, a

range of product discounts, columns that hold the pattern of an e-mail address, a

one-to-many relationship between columns and anomalies and outliers within

columns.

Data Watch and Repair helps the data

steward examine and discover the meaning

and quality of the data, in order to

proactively perform data governance


Types of Data Profiling

DWR offers the following types of data analysis

� Attribute analysis: Discovers both general and detailed information about the

structure and content of data stored within a given column or attribute.

Attribute analysis looks for information about patterns, domains, data types,

and unique values.

� Functional dependency: Reveals information about column relationships. This

enables users detect any attribute dependencies.

� Referential analysis: Detects aspects of data objects that refer to other objects,

so as to provide insight into how the objects are connected. Common things

detected include orphans, childless objects, redundant objects, and joins.

� Data Rule profiling: Enables users to create rules to search for profile

parameters within or between objects. This is very powerful as it enables

custom rules defined by the business users. Users can then validate their

business rules against the actual data and get a score of their accuracy.

Fig. 123 – Data profiling types

The results of a data profile job are presented in both tabular and graphical format.

The user can also drill down into any of the results and look at the actual data

related to this result.


Fig. 124 – Profiling results for S_CONTACT table

Assessing Data Compliance

While reviewing and understanding the data profiling results, data rules can be

created to attain more insight on specific aspects of the data. A data rule is an

expression that determines the set of legal data that can be stored within a data

object. Data rules also determine the set of legal relationships that can exist

between data objects.

Data rules can be easily derived while examining data profiling results based on the

results themselves. For example, in the domain results, a domain might be

suggested, including all the values that have come up several times in the dataset.

Immediately, a data rule can be derived when looking at this domain result.

Data rules can also be manually created. For both, created or derived rules, the

level of compliance is immediately populated or updated after a change.


Fig. 125 – Applied data rules showing detail on compliant/non-compliant records

Pre-seeded Customer Data Rules

A set of data rules of common usage within CRM and MDM applications have

been created. Although not an extensive list, this rule set is aimed to address some

common customer requirements.

In addition to the built-in data rules that check if data has the standard form of a

social security number, a phone number, or has proper date formatting, the

following pre-seeded data rules come with the Data Watch and Repair tool and

allow users to test customer data on additional constraints.

• Contact Completeness

• Extended & International Phone Numbers

• Name Capitalization & Full Name Standardization

• No Access List by Name, SSN or Email

Data corrections

After creating and applying data rules from the profiling results, users can use

DWR to automate the process of correcting source data based on the data

profiling results. As part of the correction process, DWR creates corrected tables

that adhere to the newly derived data rules and can be written back into Siebel 8.1

through Siebel Enterprise Integration Manager (EIM); as well as correction

mappings that can be used and run repeatedly to cleanse the data thereafter.


Non-compliant data can be ignored, reported or cleansed. There are four possible

cleansing strategies,

• Remove: excludes from the corrected object those rows that fail this data

rule.

• Similarity Match: uses the built-in Match-Merge functionality in Oracle

Warehouse Builder to change the erroneous value to the one that is most

similar to it within the column domain.

• Soundex Match: uses the SOUNDEX function to change erroneous values

to the one within the domain that is the closest phonetic match to it

• Custom: used where the logic to cleanse the column is more complex,

involves other PL/SQL functions, uses conditional logic, or otherwise

requires the creation of a custom PL/SQL function.

After a correction is defined, new definitions that hold the corrected data, as well

as the correction mapping and transformations, will be automatically generated.

These mappings can then be re-run at any future point to correct the data again.

After the data is corrected appropriately, users can then write the results back into

Siebel. An additional mapping is created to map the corrected data to the

corresponding Siebel EIM table, which can then populate the corrected data to the

base table.

Fig. 126 – Automatically generated correction mapping


Platform Support

With Siebel CRM, Oracle plans to provide a comprehensive suite of applications

that enables customers to leverage their investments in leading technologies from

Oracle and partners (including HP, IBM, Microsoft and Sun) to deploy the most

comprehensive multichannel CRM solution. Specifically, it is expected that Siebel

CRM will enable companies to:

� Take advantage of the latest server technologies to provide increased

performance and scalability with compelling returns on investment.

� Leverage the most recent versions of market-leading operating systems,

databases, and Web servers to provide applications with improved security,

easier administration, and greater flexibility.

� Deploy solutions that adhere to their existing IT infrastructure standards,

reducing implementation and administration costs.

� Implement a global solution supporting multilingual data and localization to

lower deployment and training costs.

With Siebel CRM, it is planned to provide support for the operating systems,

database platforms, languages, and clients listed in the following tables. Further

platform-specific details, such as the required minimum maintenance levels for all

platforms and third-party products will be specified by the Siebel CRM System

Requirements and Supported Platforms Guide, published along with the release.


SIEBEL ENTERPRISE SERVER PLATFORMS

It is planned that Siebel Enterprise Servers will support the platforms specified in

the following table.

J2EE APPLICATION SERVERS

It is planned that Siebel CRM will support the Application Servers specified in the

table below.

Application Server Version

BEA WebLogic Server 9.2

IBM WebSphere Application Server 6.1

Oracle Application Server 10.1.3

SIEBEL WEB SERVER PLATFORMS

It is planned that Siebel Web Servers will support the platforms specified in the

table below.

Web Server Software Operating System Server Platform

HP Web Server v2.16 or above HP-UX 11i v2 for Itanium HP Integrity servers

IBM HTTP Server 6.1 or above AIX 5.3

Red Hat Enterprise Server 4

Novell SuSE Linux Enterprise

Server 9

IBM pSeries

Microsoft IIS 6.0 or above Microsoft Windows 2003 Intel-compatible x86-

based servers

Server Operating System Version Server Platform

HP-UX 11i v2 11.23 or above HP Integrity servers

IBM AIX 5L 5.3 w/ML04 or above IBM pSeries servers

Microsoft Windows (32 bit) 2003 w/SP1 or above Intel-compatible x86-based servers

Sun Solaris 10 with SP6 or above SPARC V9 compatible servers

Red Hat Enterprise Linux (32 bit) 4.0 w/ Update 2 Intel-compatible x86-based servers

Novell SuSE Enterprise (32 bit) 9.0 + SP’s Intel-compatible x86-based servers

Oracle Enterprise Linux (32 bit) 4.0 w/ Update 2 Intel-compatible x86-based servers


Sun Java System Web Server 6.1 SP4

or above

Sun Solaris 10 UltraSPARC or

SPARC64 V9

compatible servers

Oracle HTTP Server 10.1.3

(Apache Web Server v2.x or above)

Red Hat Linux Server 4

Oracle Enterprise Linux 4 kernel

level 2.6.9-42.0.0.0.1

Novell SuSE Enterprise Linux 9

Intel-compatible x86-

based servers

SIEBEL DATABASE SERVER PLATFORMS

It is planned that Siebel CRM will support a wide variety of relational database

management systems and database operating systems.

Database Version Operating System

Microsoft SQL Server 2005, SP1 2005 Available on all Microsoft Windows Server 2003 supported platforms.

IBM Universal Database (UDB) Enterprise Server Edition

V9, with FixPak 2 or above

Available on all IBM UDB LUW supported platforms.

IBM Universal Database (UDB) for System Z

8 + RML IBM UDB for System Z and OS/ 390 v8 (with Required maintenance Level as specified by APAR ii13985)

Oracle 11g Enterprise Server Available on all Oracle supported platforms.

Oracle 11g Standard Edition Available on all Oracle supported platforms.


HIGH INTERACTIVITY-MODE CLIENTS

The Siebel CRM Smart Web Architecture is expected to support a high

interactivity (HI) deployment mode that will provide a powerful user interface

delivered through a Web browser. HI mode will provide support for characteristics

such as minimal screen refresh, implicit record commit, and optimal network

utilization due to the separate retrieval of data and layout. HI mode relies on

advanced browser capabilities, such as Document Object Model (DOM), Java, and

ActiveX controls to deliver this functionality.

In general, HI mode is available only for Siebel “employee applications” such as

Siebel Sales and Siebel Contact Center that are used by internal employees of an

enterprise. IT departments can generally ensure that internal employees are

running browsers that support HI mode. A complete listing of employee

applications will be provided in the Siebel CRM System Requirements and

Supported Platforms Guide. The table below lists the planned supported Web

browsers and client operating systems that support HI mode.

Browser

Client Operating System Internet Explorer

6.0

Internet Explorer

7.0

Microsoft Windows Vista SP1 or above X X

Microsoft Windows XP Professional

Edition SP2 or above

X X

Microsoft Windows XP Tablet PC Edition

2005 SP2 or above

X X

X = Supported

STANDARD INTERACTIVITY-MODE CLIENTS

The Siebel CRM Smart Web Architecture is planned to support a standard

interactivity (SI) mode that provides a user experience associated with traditional

Web applications. The client technology used for the standard interactivity

deployment is widely available browser technology, including HTML and

JavaScript.

In general, SI mode is available for users requiring accessibility features and for

Siebel CRM “customer-facing” Internet applications—such as Siebel eSupport and

Siebel Partner Relationship Management (PRM)—that are used by customers or

partners of an organization. The browsers running within this larger user

community generally cannot be controlled easily. Oracle’s Siebel is committed to

offering access to its SI-mode applications on standard browsers from common

customer desktop operating systems. A complete listing of customer applications


will be provided in the Siebel CRM System Requirements and Supported Platforms

Guide.

STANDARD HANDHELD CLIENTS

Siebel CRM plans to support a wide variety of handheld devices and operating

systems. Siebel CRM plans to support Microsoft Windows Mobile 6 and Microsoft

Windows Mobile 5 operating system for the handheld applications. During the

certification of the operating system, we work with some leading handheld device

vendors to certify the platform. We have used HP iPAQ 610 and HTC Titan for

Windows Mobile 6 certification.

Note that Oracle is moving toward certifying the platform and during the platform

certification process we work with some leading device vendors and test them and

publish the results. We are not certifying individual devices and advise the

customers to ensure that they check the devices are operational on the certified

platform and check the application is fully functional before finalizing any

handheld device. We encourage our customers to inform us which particular

device they are using for the Siebel Handheld application by opening a SR and we

will publish the results for other customers.

Devices Operating System

HP iPaq 2790

HP iPaq 69xx

Dell x51

Palm Treo 750

Cingular/AT&T Wireless HTC-8125

Intermec CN3 Mobile Computer

Microsoft Windows Mobile 5 Pocket PC

Microsoft Windows Mobile 5 Pocket PC

Phone Edition


LANGUAGE SUPPORT

Siebel plans to provide official language packs for Polish and Russian languages due

to Poland’s membership in the European Union and an increasingly active Russian

economy. This means that all visible text on the screen for each of the Siebel

applications will be completely translated into Polish and Russian, and when

installed, a user can choose to work completely in either of these languages, or any

of the other 19 user interface languages that Siebel ships. This development brings

the number of user interface languages now available for Siebel applications to 21.

Data Language

Siebel’s user interface language packs are independent of the language used for

entering data. The data language is controlled only by the customer’s choice of

default character set for the Siebel transaction database. If a customer configures

their database default character set to be Unicode (recommended), data may be

entered in any language worldwide. Siebel’s Unicode support permits a user with

an English screen to enter data records in, for instance, English, Arabic, Thai, or

Chinese at any time, provided that their client machine can enter and display these

languages.

Siebel’s language packs represent a substantial financial saving over performing

one’s own translation. The language packs include all on-screen titles, tab names,

field labels, pick-list entries, seed data entries, dialog boxes, and error messages for

each of the Siebel applications. Multiple language packs may be installed for the

same application, although each language version of an application requires its own

application server to be loaded. This allows users around the globe to use the

same application, each in their own language, yet be able to share transactions.

Siebel also supports an ‘unshipped language’ process, where customers may also

add their own translations into languages which Siebel does not yet ship, allowing

yet more users to access the same application in their own language.

Customers with Existing Polish and Russian Translations

A number of customers have used partial language packs that have been available

in the marketplace for some years. A partial Polish language pack has been

available from a Polish systems integrator, while a partial Russian language pack

was available from the Siebel Moscow office for a period of time. If you have

installed these products, and plan to upgrade to Siebel CRM 8.1.1 or later and then

install the new Siebel Polish and Russian language packs, please be aware that your

previous translations of Siebel-supplied strings will be overwritten. The official

Siebel language packs will use the language codes PLK for Polish and RUS for

Russian. If your Siebel system is using these language codes for any reason and

you wish to keep your current translations, then you should configure your existing

translations to use a different language code before you perform the upgrade to


Siebel CRM 8.1.1 or later. Translations of customer-generated application strings

will not be affected.

Available Siebel Language Packs

With the release of Siebel CRM 8.1.1, the following 21 user interface language

packs are expected to be available from Siebel (listed in alphabetical order):

• Arabic

• Chinese (Simplified)

• Chinese (Traditional)

• Czech

• Danish

• Dutch

• English (American)

• Finnish

• French

• German

• Hebrew

• Italian

• Japanese

• Korean

• Polish

• Portuguese (Brazilian)

• Portuguese (Portugal)

• Russian

• Spanish

• Swedish

• Thai

Siebel CRM8.1.1 Planned Features - - 165

Disclaimer

This document 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.

Siebel CRM 8.1.1 Planned Features

October 2008

Author: CRM Applications Strategy

Document Version: 2.0

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Siebel Crm 8.1.1 Sod

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