Siebel Modules

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Table of Contents

Siebel Communications, Media and Energy CRM Base ________________________ 3

Siebel Customer Order Management Administrat ion Server __________________ 3

Siebel Advisor ____________________________________________________________ 3

Siebel Campaigns _________________________________________________________ 4

Siebel Configurator Runtime _______________________________________________ 4

Siebel CTI ________________________________________________________________ 4

Siebel SmartScript ________________________________________________________ 5

Siebel Bi l l ing Management _________________________________________________ 6

Siebel Credit Management _________________________________________________ 6

Siebel CME Contracts (Siebel Contracts )____________________________________ 6

Siebel CME Quote and Order Capture_______________________________________ 6

Siebel Network Order Entry _______________________________________________ 7

Siebel Premises ___________________________________________________________ 7

Siebel Work Orders________________________________________________________ 8

Siebel Emai l Marketing Server _____________________________________________ 8

Siebel Dia logue Manager ___________________________________________________ 9

Siebel Marketing Resource Manager _______________________________________ 10

Siebel Segment Manager __________________________________________________ 10

Siebel Marketing Segmentation Features __________________________________ 10

Telecom Marketing Analyt ics Fusion Edit ion _______________________________ 11

Siebel CME Partner Commerce ____________________________________________ 11

Siebel CME Partner Porta l ________________________________________________ 11

Siebel Server Extensions for UNIX ________________________________________ 12

Siebel Emai l /Web Offer Designer__________________________________________ 12

Siebel Configurator Administrat ion Server ________________________________ 13

Siebel Marketing Server __________________________________________________ 13

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Siebel Communications, Media and Energy CRM Base

With the new release of Siebel 8.1.1 for Communications, Oracle provides a best-in-class CRM

solution specific to the Communications, Media and Utilities industries that ensures seamless and

integrated process flows and a superior self-service experience. The CRM solution harmonizes front

and back office processes, while optimizing total cost of ownership through pre-built integrations. This

allows faster time-to-market and improved order accuracy between customer relationship

management and billing systems.

Customer experience is critical in the marketplace, and with new features and critical enhancements

found in Siebel 8.1.1 for Communications, Media and Energy, organizations can dramatically improve

customer satisfaction levels, maximize profitability, and deliver the most personalized and consistent

customer experience at every point of interaction via any desired channel.

Siebel Customer Order Management Administration Server

Oracle's Siebel Customer Order Management solutions simplify the complex and often frustrating

process of tracking thousands of products across multiple catalogs and systems. They deliver deep

customer insight that enables businesses to dynamically present targeted product bundles, offer

intelligent cross-sell and up-sell opportunities, and achieve optimal prices for products and customer

segments. At the same time, they give employees the information they need to take decisive action

and conduct intelligent interactions with customers. As a result, companies see greater revenues,

reduced operating costs, and higher customer loyalty.

Siebel Advisor

Advisor is the administration environment used to author and maintain interactive selling applications.

Use Advisor to create projects which contain browser-based applications. After you deploy the

project, it is referred to as an Advisor application.

Advisor applications use a Web browser to present product specifications, prices, images,

schematics, applicability guidelines, and other information that customers require to select products.

Advisor can be used to:

� Recommend products services, or a course of action based on user needs

� Select and configure products based on product features and user requirements

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Siebel Campaigns

Oracle’s Siebel Campaign Management delivers a comprehensive solution for the complete design,

execution, and management of personalized, permission-based campaigns across all channels of

customer interaction including: phone, direct mail, the Web, wireless devices, email, direct sales and

partner network. With Siebel Campaign Management you can lower costs, shorten campaign

planning and development cycles, and increase responses and revenue while building and enhancing

customer relationships.

Siebel Configurator Runtime

Oracle® Configurator is a strategic guided selling and configuration product providing next-

generation, state-of-the-art configuration technology. Oracle Configurator is a powerful add-on

module to Oracle’s CRM and SCM applications that enable information-driven business processes

which connect, automate, and energize your business.

Siebel CTI

Siebel CTI provides integrated inbound, outbound, and transfer call routing based on comprehensive

information about the customer, agent, channels, and service level agreements, ensuring optimal

productivity for each customer interaction. Siebel CTI helps decrease call times and improve

customer intimacy. It supports off-the-shelf integration with popular CTI middleware providers to

provide integrated call handling, call tracking, and automated screen pop capabilities with a broad

variety of Automated Call Distributors (ACDs). Siebel CTI includes Siebel Adaptive Communications

API, a framework that supports the ability for middleware vendors, systems integrators, consultants,

and customers to integrate additional third-party middleware applications and leverage the features of

Siebel CTI.

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Siebel SmartScript

Siebel SmartScript for consistent identification, codification, and recording of adverse events and

complaints

You can seamlessly capture and escalate complaints for investigation and regulatory reporting while

maintaining a complete audit trail. This approach increases efficiency and helps you comply with

stringent regulations, thereby avoiding potential penalties for noncompliance

Siebel SmartScript offers the following benefits:

� Software-controlled workflow. Siebel SmartScript enforces the business processes

of the enterprise by means of a script that the call center agent or customer must follow. The

script guides the agent or customer through each step of the appropriate business process,

typically by providing a sequence of questions. Siebel SmartScript selects the appropriate

branch of questions as needed. Branching activity is based on the answers and responses

that the customer or prospect selects.

� Reduced training time.... Siebel SmartScript guides even inexperienced users through a

set process. Users are prompted with what questions to answer or ask, and what information

to read.

� Simple workflow design and implementation. Siebel SmartScript allows

business analysts and call center managers, rather than systems analysts or programmers,

to design and implement the workflow. This capability brings first-hand knowledge to process

definition, allowing business experts to build SmartScripts question by question.

� Intuitive graphical user interface. SmartScript Designer is a visual tool that allows a

script administrator to create scripts by graphically manipulating script elements to define a

workflow. Technical programming skills are not required; however, an analyst who does have

programming skills can use Siebel VB or Siebel eScript to enhance and extend the

capabilities of SmartScripts.

� Personalized interaction. Both the questions that are asked, and the logic of the script

can be adjusted based on customer information or on answers provided previously in the

script. This capability allows a user session using the script to be personalized and effective.

� Dynamic updating. Using branching logic, Siebel SmartScript displays only those

questions in a script that are pertinent to a given transaction.

� Search Center integration. Smartscripts can be searched and displayed in the Search

Center results field. The user can then click the hyperlink and launch the SmartScript.

� Dashboard. Information gained from a SmartScript can be dynamically updated on the

customer dashboard so it can be viewed during the customer interaction.

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Siebel Billing Management

Siebel Billing Management serves as a common interface for performing customer billing functions,

such as addressing billing inquiries, issuing adjustments or credits, requesting duplicate invoices, or

changing billing preferences. This provides energy and utility companies with a comprehensive view

of all billing transactions, obviates the need to train agents on multiple billing systems, and

dramatically improves agent productivity. With Siebel Billing Management, energy and utility

companies can

• Track customer billing information and payment history

• Query billing information from billing systems in real time

• Manage billing adjustments and repayment plans

• Enable Web-based bill presentment and payment

Siebel Credit Management

Siebel Credit Management allows service representatives to identify and proactively manage credit-

challenged customers, and minimize losses due to nonpayment. Through integration with legacy

credit applications, service representatives can identify customers with past-due bills, request and

accept payment, create adjustments and installment payment plans, and disconnect delinquent

accounts.

Siebel CME Contracts (Siebel Contracts)

Siebel Contracts allows service providers to create and manage complex sales contracts and service

agreements. Using Siebel Contract Management, when sales representatives close a sale, they can

quickly generate the appropriate contract using previously collected quote information and apply

standard terms and conditions and service discounts. This functionality dramatically increases sales

efficiency and accelerates the service delivery process.

Siebel CME Quote and Order Capture

Siebel Quote and Order Capture allows users to capture and validate customer orders for energy and

utility products and services. The application manages business rules for product eligibility and

compatibility and automates the process of creating an accurate quote for a bundle of products and

services and generating syntactically correct order information for submission to back-office billing

and provisioning systems. This powerful functionality enhances sales efficiency dramatically, shortens

service delivery cycles, and reduces the number of orders rejected due to entry errors.

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Siebel Network Order Entry

The network order entry process is used to configure products that are too large to be configured in

real time with Siebel Configurator.

Large telecommunications networks might have 500 nodes and 1,000 connections, with each of

these components having about 30 attributes.

Siebel Configurator can be used for small telecommunications networks. However, Configurator

validates configuration in real time, and configuring large networks requires so much processing that

real-time validation is not possible.

Network order entry solves this problem by:

� Partitioning the network into a number of components.

� Using Configurator to validate configuration of individual components in real time.

� Using the Compound Product Validation Engine to validate cross-component rules only at

key times, such as when the user clicks the Validate button.

Siebel Premises

The premises functionality of Siebel Communications is used by administrators, such as distribution

network planners, field service engineers, field service operations managers, and managers of

customer service representatives. It is also used by end users, such as customer service

representatives. A premise is an address that identifies a physical location, such as a building,

apartment, land parcel, and so on, to which communications services can be delivered. For

communication businesses, a premise acts as a grouping of service points.

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Siebel Work Orders

The Work Orders module in Siebel Communications helps service providers to manage the

components needed to activate a service for a customer. A work order is an action item that must be

completed to implement an order. When an order is submitted, the back-office order processing

system divides it into one or more work orders, based upon criteria, such as service provider or due

dates. A work order has most of the components found in a standard order, but it deals specifically

with those items that are required for the provisioning process.

By creating and tracking work orders separately, you can access the status of a sales order. This is

important because work orders are executed by back-office systems, such as the provisioning

system. Tracking the status of an order gives you up-to-date access to the information related to the

order and can therefore convey it to a customer at any time, either through inbound contact or

through outbound workflow-initiated activities.

Siebel Email Marketing Server

The Siebel Email Marketing Server is a combination of components designed to support high volume,

personalized email messages and track email bounces and click-through responses. The Siebel

Email Marketing Server consists of the following three components, each with its own installer and

each is separate from the Siebel Marketing Server installer:

� The Email Sending Daemon (ESD). Assembles each outbound email message for a

campaign using the email template (HTML or text) and the recipient list, and then sends each

message to your company's outbound MTAs for delivery.

� The Bounce Handler Daemon (BHD). Tracks email messages that cannot be delivered,

parses the returned email messages, and records the cause of the bounce.

� The Click-Through Daemon (CTD). Tracks clicks made by the email recipient on any Siebel-

supported hyperlinks included in the email template.

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Siebel Dialogue Manager

Siebel Dialogue Manager provides capabilities for program managers to design powerful multistage,

recurring and event-triggered marketing programs. Program designers who want to implement

sophisticated multi-step strategies can create conditional branching between stages of the program.

Each stage can have its own target audience, schedule, and recurring execution. The program

designer provides great flexibility for scheduling specific steps in the program. Any stage can be

scheduled and repeated independently of other steps in the program, and any step in the program

can be executed in a manual or automated approach, enabling the execution team to better support

the real-life demands of the program schedule. Program Template capability is included for saving

and reusing program designs to reduce the setup time and facilitate repeatable, high quality

execution. Using these templates, companies can provide best practice approaches and share them

throughout the organization. Users with limited training can easily pick from a menu of available

program designs, thus reducing the amount of training required to learn the application.

Administrators can also use templates to ensure that specific settings are always included to maintain

the quality of the process and reduce user errors.

The segment tree designer in Siebel Dialogue Manager enables direct marketers to easily split and

sample segments into highly targeted cells and prioritize these cells for automatic de-duplication. All

of this is handled in context of a defined “eligible audience” which restricts final target lists to

individuals who are identified as being eligible for these marketing communications. Multiple

sampling methods are provided to allow significant flexibility in this process. These include: Random,

Nth, By rank, based on a selected metric, By N-tile, based on a selected metric, By value, based on a

selected metric, and By value range, based on a selected metric.

Once the selected segments have been subdivided into appropriate cells for targeting, the task of

associating these groups with the desired campaign offers is accomplished by simply selecting the

desired combinations using an interactive matrix. For example, a marketer can now more easily split

the result of segmentation criteria into 3 equal groups such as Platinum, Gold, and Silver, split each

of these groups into a 10% random sample control group and remainder group, and then split each of

the final groups by channel preference before assigning the appropriate treatment strategy and offer.

The segment tree designer also makes it easier for marketers to ensure they have created

statistically significant control groups and test cells by providing integrated statistical significance

checking based on inputs selected by the marketer.

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Siebel Marketing Resource Manager

Siebel Marketing Resource Manager (MRM) helps organizations plan, align and optimize marketing

resources, improve visibility and control of spending, and accelerate time to market. Siebel MRM

automates key processes including planning, budgeting and financial management; approvals

management; activity management and collaboration; enterprise marketing calendaring; asset

management. When combined with Oracle Marketing Analytics, Siebel MRM offers complete financial

analysis, monitoring, and alerting. It also provides an enterprise platform that enables marketing

teams to use a common language and better coordinate business processes based on best practices

and corporate priorities. With Siebel MRM, organizations are able to optimize resource allocations

and make smarter decisions faster, leading to improved marketing results and greater organizational

alignment.

Siebel Segment Manager

Oracle's Siebel Marketing Segmentation provides powerful segmentation capabilities enabling

sophisticated marketers to more effectively target relevant messages to the right customers. The

segmentation engine leverages the full power of the Siebel Business Analytics platform so that

advanced metrics, embedded predictive models, and multiple data sources can easily be included in

the targeting strategy.

Siebel Marketing Segmentation Features

Greater Transparency, Greater Insight—the segment designer provides transparency throughout the

segmentation process, giving users the ability to see the impact of every inclusion and exclusion

criteria as these criteria are applied

High-Performance Features—sampled counts and intelligent caching provide an interactive

experience even on very large data sources

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Telecom Marketing Analytics Fusion Edition

Telecom Marketing Analytics is a comprehensive analytic solution that provides timely fact-based

insight into the marketing activities of the entire organization. It provides new levels of information

richness, usability and reach to marketing professionals throughout the enterprise. All users, from

marketing executives to marketing analysts, get up-to-the-moment, complete, and in-context

marketing insight—insight that is personalized, relevant, and actionable. The benefits are faster and

more informed decisions that help the marketing organization optimize its resources, reduce costs

and improve effectiveness of marketing activities.

Siebel CME Partner Commerce

Partner Commerce gives partners the ability to drive sales and increase market penetration. They can

browse relevant product catalogs, configure complex products, and directly capture orders from an

easy-to-use, highly configurable user interface. This partner software solution also lets partners order

products for simple inventory replenishment, or take orders on behalf of customers.

Siebel CME Partner Portal

Oracle's Siebel Partner Portal enables companies to share information between partners, brand

owners, and joint customers. Its broad range of data, marketing materials, and selling tools facilitates

the collaborative sales process, while its superior service and problem-resolution capabilities help

partners deliver timely and consistent customer service.

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Siebel Server Extensions for UNIX

Siebel Web Server Extension (SWSE) enables communication between Siebel Web Clients and

Siebel Servers. Siebel Business Applications are a family of Web-based applications that users

access through a standard Web browser. Several components work together to deliver the

applications to end users:

� Siebel Web Client. The Siebel application client running in the browser on the end user's

machine.

� Web server. Client Web browsers connect to Web servers to access Siebel applications.

Supported Web servers and operating systems include Microsoft IIS (on Microsoft Windows),

Sun Java System Web Server (on Sun Solaris), IBM HTTP Server (on AIX), and HP Apache

Web Server (on HP-UX). Each Web server is covered in the Windows or UNIX version, the

Siebel Installation Guide for the operating system you are using, according to the Web server

OS.

IBM HTTP Server and HP Apache Web Server are sometimes referred to as Apache-based Web servers and share some characteristics.

For details about Web server platform support, see System Requirements and Supported Platforms on Siebel SupportWeb.

� Siebel Web Server Extension (SWSE). A plug-in extension that runs within the Web

server and that communicates with the Siebel Web Engine (which is part of an Application

Object Manager component, such as Call Center Object Manager) on the Siebel Server.

� Siebel Web Engine. Part of the Application Object Manager component on the Siebel

Server, such as Call Center Object Manager. Provides access to Siebel applications data and

logic.

Siebel Email/Web Offer Designer

Built-in , highly scalable personalized email marketing capabilities and Integrated html designer for

web offer and content development

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Siebel Configurator Administration Server

Siebel Configurator allows users to interactively configure customizable products when ordering or

generating a quote. Siebel Configurator uses a constraint-based solution engine that resides on the

Siebel Server. This engine evaluates customer choices and generates product configurations that

conform to business rules. Business rules are defined using constraint statements contained in

models stored on the Siebel File System.

Siebel Marketing Server

Siebel Marketing is an application that uses the Communications Outbound Manager and workflow

processes to send outbound communications, in the form of email and fax offers, to potentially large

sets of recipients. (Offers of type eNewsletter also use the email channel.)

Siebel Marketing sends the offer data, optionally with Siebel data field substitution, to recipients

associated with one or more business object instances—such as contacts associated with an

account. Offers use the database tables for communications templates and outbound communication

requests, but do not use the user interface for these elements that is described in this book.

Siebel Marketing administrators must work with communications administrators to create profiles for

the Internet SMTP/POP3 Server communications driver.

And in return it enhaces the efficiency of marketing campaigns.