Siebel 8.1.1.0 innovation pack 2013 spring release

Siebel 8.1.1.10

1 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Siebel CRM 8.x Momentum

Customers Working With Siebel CRM 8.x

Siebel CRM Investment Strategy
Continued Innovations every year
Siebel 8.3 FP Siebel 8.3 FP Siebel 8.4 FP

Siebel 8.1/8.2 FP Siebel 8.3 FP Siebel 8.4 FP
Siebel 8.1.1.10
Siebel 8.2.2.3

2013 2014 2015 2016 2017 2018 2019

2014-IP 2017-IP
Siebel 8.1.1.9 Siebel 8.3 Siebel 8.4
Siebel 8.2.2.2

2013-IP 2015-IP 2016-IP 2018-IP
Siebel 8.1/8.2 IP Siebel 8.3 IP Siebel 8.3 IP Siebel 8.4 IP


Siebel Roadmap

2012 Innovations 2013 Innovations 8.3

• Customer Experience • Customer Experience • Customer Experience
• New employee and partner experience on any • Cross-channel commerce, loyalty and marketing • Cross-channel sales and service experience with
device, channel and browser (Open UI) experience with Siebel –ATG, WC Sites and Social Siebel- ATG, Retail and Endeca integration
• iPad and Android tablet apps for field sales and field integration • Extended 360 view of the customer with social
service • Improved service experience with integrated Oracle insights and integrated analytics
• Real-time rewards and recognition with high Knowledge and social interactions • Integrated portal experience for employee and
performance loyalty engine • Intelligent offer presentment and execution with Next customer collaboration with integrated Oracle Social
Best Action (Siebel-RTD integration) Network (OSN)
• Industry Innovation
• Connected mobile for Consumer Goods (CG) and • Industry Innovation • Industry Innovation
Life Sciences (LS) • Banker’s desktop for Financial Services, Retail apps • New mobile app for Retail Banking
• Advanced process enforcement using hierarchical for Communications (Siebel integrated • Enhanced integration between Trade Promotion
state model for Public Sector PoS, Clienteling), Disconnected mobile for CG & LS Management and Customer Order Management
• Utilities Order-to-Bill customer and product integration • Advanced bundling, mobile commerce and multi-site • Appeals Management, Case State and Temporal
with CC&B (Customer Care and Billing) ordering for Communications and Utilities Event Management for Public Sector
• Improved citizen experience and case processing for • Remote monitoring and telematics integration for
• Lower TCO Public Sector Manufacturing and Service industries
• Standardization on Oracle technology for Web • Function space diary and Loyalty for Hospitality
Services deployment, Reports (BI Publisher) and • Lower TCO
Secure Enterprise Search • Lower TCO • Performance improvements using in memory
• EDQ integration for improved data quality • Application life cycle management – development database for caching
• Optimized marketing campaign performance (IRM), deployment, monitoring and diagnostics • Integration with BPEL for business process innovation
• OPA integration for privacy and survivorship • Enterprise Management user console for monitoring
• Concept-to-Cash integration for industries


Agenda

• Siebel Overview
• 2012-IP Recap
• Announcing Spring 2013 Release
• Fall 2013-IP Release


Spring Release – 2013
Innovation Focus Themes
Goals Capabilities

Provide customer
value with added
Customer Experience
innovations at
lower, more
predictable costs
Industry Innovation Lower TCO


Siebel CRM Spring 2013 -8.1.1.10/8.2.2.3 Spring -2013

Fall-2012-8.1.1.9/8.2.2.2 Release Highlights
• Open UI - Framework
Customer Experience : Usability , Mobile and Social
• Customer Dashboard and Scheduling, Search, Reports Scheduling and Parameterization, Product catalog renderer
• Connected Mobile Solution
• Disconnected Mobile for Field Service and Field Sales and Life Sciences
• Sales, Service, Industr • Advanced Scheduling with ORS Integration for Service
y Solutions (LS & CG) • Datamodel for Social profiles – CI listening solution for Service including integrated Knowledge Mgmt, Social Media Marketing
• Disconnected Mobile UCM
Solution – Framework • EDQ Long Term Integration, Child Survivorship, Child Cross referencing and Hierarchy enhancements and Multi Branding Support and
• CRM Desktop for Lotus Transaction Manager
Notes
• Eligibility and Effective Industry Solutions
CMU
Dating enhancements for • ATG – Commerce Solution
Public Sector • Advanced Promotions , Response Action Framework
• Real-time rewards and • AIA - Concept to Cash Enhancements, AIA - Siebel Fleet Mgmt
recognition with high • Multi-Site Ordering for Utilities
performance loyalty engine T&T, Hospitality, Retail
• Complex Trials and Trip • Deeper Loyalty – 8.2.2 solution, Complete Meeting Packages
Public Sector Social Services
Reports for Clinical • Citizen Self-Service and Eligibility including eService, Hierarchical State Model, Accessibility with Open UI, Self-Service with OPA,
• High Availability upgrade and
Single Step SEA->SIA TCO
upgrade • Incremental Repository Merge (IRM) with IRM reports to identify custom repository changes
• Deployment and Diagnostics • Advanced Diagnostics
for Operational Excellence • Oracle database - OCI connection pooling
• Certifications : O/S – Windows 2012, HP/UX Itanium V3, Windows 8 support for Siebel Remote, BI Publisher 11g certification


Customer Experience –
Usability and Mobility


Customer Experience – Usability Spring -2013
Reports Dynamic reports menu in Open UI

Solution Overview:
Intuitive user interface for Open UI to execute reports. Designed for
use on all browsers and tablets.
Key Capabilities:
• Open UI notifications to show reports generated
• Open report directly from the notification list
• Intuitive buttons improve tablet usability
• Improved usability using collapsible menus and no popups
Directly open reports from notification list
• Return context to the application immediately after report
execution
• Less button clicks to execute reports and open report output
Why It Matters:
Ability to run interactive reports, scheduled reports and with
parameters from Open UI on browser and tablets.

Latest information on the Reports forum post:
http://myforums.oracle.com/jive3/forum.jspa?forumID=3178


Search
Single Search Box with rest of the Menu items
Solution Overview:
Intuitive user interface for Open UI for Search. Designed for use
on all browsers and tablets.

Key Capabilities:
• Capable of increasing the weight age for each searchable
fields and search engine returns results based on these
weights
• Create/Update/Delete sources directly from the Siebel UI
Dynamic Search Results displayed on the same screen
• Asynchronous indexing and support for both FTP and HTTP
indexing

Why It Matters:
Ability to search and find results through a single simplified
search menu providing a seem less single UI solution across all
controls like CTI, Search, Reports etc


User Experience – Usability Spring -2013
Customer Dashboard Persistent & Quick access to customer information through the lifecycle
of the call

Solution Overview:
Intuitive user interface for Customer Dashboard – single user
interface across the entire application
Key Capabilities:
• Persistent and quick access to customer information across the
life cycle of the call
• Click to call from a form applet
• Improved usability using collapsible menus and no popups
Click to Call from Form Applet
• Email-F9 capability with attachment and template support
• Notifications with color coding and read/unread options and
details with hover

Why it Matters:
Lower deployment costs , easy integration with 3rd party vendor
solutions


Customer Experience - Usability Spring -2013
Web Commerce for Siebel
Solution Overview: Siebel Order Management integrated with ATG Web
Commerce to enable cross-channel commerce and deliver a more seamless
shopping and purchasing experience for consumers.
Key Capabilities:
• Seamlessly create and manage account, contact, and customer information
across channels.
• Achieve optimal performance by leveraging integrated sales catalog
structures, product details, price and promotions
• Deliver consistent experience by extending product configuration, pricing and
product eligibility rules from Siebel product catalog to ATG Web Commerce

Why It Matters:
• Provide continuous clicks-to-bricks and bricks-to-clicks support for customers
and employees, increase speed of new product introductions and reduce time
managing data and sales policies in silos



Marketing Campaigns
Solution Overview: Improved customer campaigns by
delivering 1:1 Personalized Message and Offers to customers.
Extend and enable customers to share offers and content on Every Customer is Unique
social network.
Key Features:
• Setup URLs for Dynamic Content as well as social sharing
• Include one or more social network sharing links within email
template
• Dynamic URL can point to a 3rd party offer/content repository and
rules engine to determine the appropriate content for a given
campaign target
• Dynamic URLs can be specified with merge fields. The merge field
content will be passed to URL at runtime.
Then why your emails
Why it Matters: look the same?
• Improved targeting response rate and conversion and customer
satisfaction, extending to social channels maximizes offer penetration
and social presence


Loyalty 8.2.2 - Backported to 8.1.1.10 Loyalty 1:1
Enhanced Accrual Process Enhanced Reward Capabilities
• Process & Data Model • Dynamic Vouchers
Enhancement • Advanced Voucher Actions
• Enhanced Accrual Web services • Future Dated Vouchers

Enhanced Redemption Process Enhanced Loyalty Engine Business User
• Enhanced redemption web service • User-Defined Engine Parameterization Empowerment
• Recurring Awards • Enhanced Processing Log
• Advanced Transaction Simulation
Enhanced Promotions Framework • Custom Transactions Support
• Promotion Designer
• Eligibility Promotions Enhanced Member Administration
• Transient Variables • Bulk Promotion Enrollment
Industry Best Practices
• Calendar Attributes • Enhanced Member Search
• Hierarchical Rule Authoring
• Theme Based Promotions Enhanced Usability
• Rule Library • New UI for Partnership Management
• Advanced Search • New UI for Loyalty Product
• Formula Support Management



Customer Care: Improved Employee, Customer and Partner Knowledge
Solution Overview. Oracle Knowledge integration with Siebel’s Call
center and Web Self-Service provides a unique ability to discover the
true intent of each inquiry with real-time contextual data from
enterprise systems to quickly pinpoint the most-relevant answers.

Key Capabilities:
• It allows agents, customer communities to tap into knowledge from
various sources collaborate with peers, reach out to subject matter
experts, and contribute their own expertise.
• Context-driven search quickly pinpoints relevant answers leveraging
key information from service requests. Provides historical context of
the problem resolution for future reference.
• Industry specific answers on the web with managed Customer
communities leading to fewer escalations

Why it matters :
Customers today expect superior customer experience across any of
the channels they interact on


Customer Care: Advanced Scheduling
Solution Overview: Integrating Siebel Service with Oracle’s
Real Time scheduler provides a real-time dynamic scheduling
solution for companies to optimize the scheduling of their
skilled mobile resources.

Key Capabilities:
• Optimize cost and resource utilization for service
appointment scheduling
• Minimize appointment window with continuous optimization
up to point of dispatch
• Meet & exceed customer expectations while keeping
customers informed in real-time
• Manage and track employee work
hours, holidays, availability, skills and updated schedules
seamlessly

Why It Matters: Superior customer experience by providing on- Risk Mitigation Design
time service appointments and helping manage customer • Coexistence of both Siebel Scheduler and ORS
expectations • Existing customers can phase in ORS


Customer Experience – Mobility Spring -2013
Functional Changes

Basic Operations and Look and Feel
• Allows user to create an icon for the mobile application
on the home page
• Hides away the URL to provide much cleaner look and
feel
• Icons moved and related items aligned properly
• Changed hyperlink to icons for drill down
• Automatic Platform differentiation between tablet and
Smartphone

Device/App Integration
• Customers can use the camera to capture a picture or
video and attach it to the calls/accounts/contacts

Specialized Logic
• Allows users to create or view attachments attach new
documents to the calls/contacts/accounts


Customer Experience – Mobility Summer -2013
Disconnected Capability

Key Considerations
• Maintain device and OS independence
• Continue to leverage Siebel configuration Txn Sync
and Meta-data Wrapper

• Client side enhancements to manage Sync
API
state in disconnected mode
• Server side enhancements to support Data
richer meta-data needs of client Disconnected Generation
Mobile Wrapper
• Full set of Sync Process -
Incremental, Full, Object level
• Server and Client side enhancements to DM Txn Tables
support incremental sync
• Total Cost of Ownership (TCO) and
Deployment
Siebel Server with Remote and HH enabled


Empowering Field Service Technician

Basic Operations Basic Operations
• Create, View, Update & Delete SRs, Activities, Accounts • Create, View, Update and Delete SRs, Activities, Accounts
, Assets, Parts Inventory, Orders, Invoices (C) , Assets, Parts Inventory, Orders, Invoices (D)
• Google Maps Integration ( C) Special Logic
Special Logic • Automatic Invoice Generation (D)
• Automatic Invoice Generation (C) • Check Parts Availability in Trunk from within Service Activity (
• Part Tracker Inventory Update (C) D)
• Activity Status State Transitions ( C) • Single Click Order Creation (D)
• Check Part Availability in Trunk ( C) • Activity Status State Transitions ( D)
• Single Click Order Creation (C) • Capture Customer Signature (D)
• Capture Customer Signature (C)
C-Connected Available Now; D – Disconnected


Empowering Pharmaceutical Sales Rep
Basic Operations
• Plan, Schedule and Execute Calls, Drop Samples, Detail Products and
Capture Signature
• Google Maps Integration ( C)
• Camera Integration (C, D)
Special Logic
• Attachment (C, D)
• Sample Drop (C, D)
• Detail Products (C, D)
• Signature Capture ( C, D)
• Able to pass call a 3rd party application for eDetailing (C, D)
• Able to record response from 3rd party eDetailer (C, D)
C-Connected D – Disconnected

Customer Experience – Mobility Fall -2013
Empowering Field Service Technician

Basic Operations Specialized Logic
• Support Solutions, Asset Hierarchy, Customer • Check Part Availability in Trunk ( D)
Survey, View peer truck stock • Part Tracker Inventory Update (D)
• Support Leads, Timesheets, Quotes, Contracts and • Automatic Quote Generation from SR ( C)
Expense Reports ( C,D) • Spare Part Pricing and Ordering ( C)
Device/App Integration • Asset Warranty eligibility check ( C)
• Camera (Photo/Video) Integration (C, D) • Timesheet Automation ( C)
• Facetime Integration ( C) • Receive Parts and update Inventory ( C, D)
• Offline Google Maps Integration ( D) • Cycle Counting ( C)
• Barcode Integration ( C,D) • Print Invoice ( C,D)
• GPS Integration ( C) • Email Invoice (C)
• Calendar Integration ( C)


Customer Experience – Social


Customer Experience - Social Spring -2013
Integration to Oracle Social Relationship Management (SRM)
Contact Social Profiles enhance
Solution Overview: Basic Siebel CRM social media integration customers 360 view
framework for integration with Oracle Social Engagement & Monitoring
and Social Marketing cloud services.
Key Capabilities:
• Match social authors to existing contact within CRM Contact
system, create activities to record interactions.
• Engage customers on the social channel from a single unified Contact Social Profiles
Desktop interface for improved interaction
• Monitoring consumer trends allows for cross-sell and up-sell of Social Profile Attributes Social Profile Interactions
products through call center and self-service channels
• Monitor sentiments and react directly through the social channels Service Request creation from social
media posts in Oracle SEM
reaching the complete sphere of influence that the consumer has.

Why It Matters: Leverage the leading capabilities of Oracle SRM product
services with Siebel CRM for Service and Marketing use cases. Full
service offering for the social media channel. Create leads from social
media and manage social media campaigns within Siebel CRM. Expand
customer 360 with Contact Social Profiles.


Customer Experience - Social Spring -2013
Integration to Oracle Social Marketing
Solution Overview: Siebel Marketing integrated with Oracle SRM to
enable closed-loop, cross-channel campaigns with integrated
social media, for marketers to engage with prospects on social
networks , capture leads based on their social actions, maximize
insight and overall marketing effectiveness
Key Capabilities:
• Associate Siebel Marketing campaigns with social messages
and components (Phase 1)
• Capture new leads from social interactions in Siebel (Phase 1)
• Social sharing from traditional channels: email and Web (Phase
1/2)
• Cross-channel campaign analysis (Phase 2)
• Unified customer profiles with social insight for superior
segmentation and targeting capabilities (Phase 2)
• Track revenue attribution by traditional and social channels
(Phase 3)
• Why It Matters
• The integration will allow marketers to combine traditional and
social channels to maximize reach, relevance and revenue and
deliver rich cross-channel CX


Industry Innovations


Spring -2013
Industry Innovation
Integrated Cross-Channel Case Management for Public Sector
Modern Citizen Portal with More Self-
Service Options
• Solution Overview: Provide world class citizen service via an integrated
eligibility and case management offering to government customers.

• Key Capabilities: Support for complex citizen self-service and integrated
eligibility scenarios across programs, agencies, and service providers via
• Streamlined user experience for employees, citizens and partners
• Fully accessible and government client applications aligned to Section
508 and WCAG 2.0 AA standards
Enhanced Application Intake, Contact
• Refined effective dating capabilities to manage different change of Matching and Application Review
circumstances situations Processing
• Enhanced citizen experience through new self-service capabilities like
online applications, appeal requests, and appointment scheduling
• Integration with Oracle Policy Automation for complete self-service
application intake, contact matching and application processing
• Enhanced state based process control for Public Sector objects

• Why It Matters: Allows governments to focus on cross-channel, outcomes-
driven citizen experience and service delivery, while responding to fast
changing policy and declining budgets. PS State Model, Updates for Latest OPA
Connector and New Effective Dating
Features (including Future Dating and
Effective Date Status)


Industry Innovation Spring -2013
Commerce Automation using Response Action Framework
Solution Overview: Enable service providers to create personalized
Create Personalized Actionable Offers
actionable offers that customers can accept with one click and that can
be used on the Web or on channels where there is limited user
interactivity, such as SMS and IVR.
Key Capabilities: The new response-action framework automates offer
execution and supports key order processes, including asset-based
ordering. New web services simplify the offer-to-order process for non-
assisted interactions. Key features include
• Product Offer Administration: New administration views to create and
maintain product offers
• Product Offer Presentment: Recommend eligible product offers based Declarative framework to automate offer
on customers’ installed assets and automate offer execution. execution

• Product Offer Web Services: New web services to get recommended
offers for a customer and apply an offer to create a quote or order
• Product Configurator Web Service for Orders: New product
configurator web service to add and configure products in a sales order
Why It Matters: Enhances business agility by simplifying the offer to order
process for non-assisted interactions and improving developer
productivity and application maintainability.


Complete Meeting Packages for Hospitality
Packaged group offerings to meet the
Solution Overview: Provide enhanced sales and event management complete needs of event planners
capabilities for effectively managing complete meeting packages
Meeting
Package
Key Capabilities: Support the bundling of function spaces, sleeping
rooms, catering, audio/visual and other event order items into a single Non-Function
Functions Room Blocks
meeting package Line Items

• Per person prices to simplify quoting to customers
Function Line Room Block Line
• Revenue allocationed by revenue categories for detailed accounting Items Items
and tracking
Enhanced quote management capabilities
• Enhanced pricing capabilities to support modifications to the package to provide for easy meeting package
detailing
price during negotiations
• Comprehensive pro-forma report to provide a complete picture of the
event
Why It Matters: Allows hospitality companies to maximize revenue by
selling pre-packaged events that have been assembled and optimized by
revenue managers. Also increases customer satisfaction by offering a
package with a simple pricing structure allowing them to easily manage
Revenue Allocations, Pro-Forma
budgets. Report, Non-function line items, Package
Restrictions and Effective Dates


Billing and Product Management for Utilities
Solution Overview: Allows Utilities to offer customers with convenience and a rich
set of Billing options, processed seamlessly between the multi-channel contact
center and the back office

Key Capabilities:
• Support an integrated solution between Siebel Utilities and Oracle Utilities
Customer Care & Billing to deliver customer and product synchronization
– Synchronization of New Customer information from Siebel Energy to
CC&B: Billing Account, Address, Contact, Billing Profiles, Statement
Profiles
– Synchronization of Customer information Updates from Siebel Energy
to CC&B
– Synchronization of rate information from CC&B to Siebel Energy
• Secondary Bill Recipients and Seasonal Addresses for primary/secondary bill Inbound
Synchronize Product
recipients
• Central Repository of Bank information Order Management
Outbound
Process Oracle
Oracle Submit Order Utilities
Siebel Customer
Why It Matters: Utilities benefit from lower TCO, lower risk, and faster deployment for Care and
with pre-build integration while enabling best practice processes to ensure Utilities Inbound Billing
superior Customer Experience Outbound Create Customer

Outbound
Update Customer

TCO


Lower TCO Spring -2013
Platform Support

• Database Management System • Web Server
• IBM DB2 (LUW) 9.7 (w/ corresponding client) • IBM HTTP Server v7 on AIX 6.1, 7.1
• IBM DB2 for zOS v10 (DB2 Connect 9.7) • Microsoft IIS7.5 on Windows 2008 R2
• Oracle 11g R2 (11G R2 Client, DD 6.1)) • OHS (OEL 6, RHEL 6) 11g
• MS SQL Server 2008 R2 (v10 client) • Sun Java System Web Server EE 7 on Sol
10,11/SPARC
• Client Environments
• Siebel Enterprise Server OS • HI Client on IE 8
• Windows 2012 Server 64 bit • Windows 8 on Disconnected client
• Windows 2008 R2 Server 64 bit • OpenUI Client on the following browser standards
• Sun Solaris 10,11 on SPARC
• HTML 5 .01
• Oracle Enterprise Linux 6.1 on 64 bit
• IBM AIX 6L and 7L, AIX 6.1, 7.1 • CSS 3.0
• Java Script 1.6+
Note: OpenUI is supported on any browser
supporting these standards


Spring -2013
Lower TCO
Diagnostics
Operational Excellence
• Identify slow running SQL
• Single Siebel Admin view
providing diagnostic view of the List of all failed processes in this Siebel Enterprise List of all users affected by the selected failed process
following
• Crash logs embedded in views
• Map to FDR data for last know
user interactions that caused
the crash
• List of users attached to
process that crashed

Dump of activity just prior to process failure
Key Benefits
• Ability to self-diagnose issues
• Identify user triggering slow
running SQL and help change
user behavior
• Identify users affected by crash
and proactively notify users Crash.txt file content for the selected failed process


How do we get to Spring Release-2013?
Public Sector/Health All Other Industries
and Human Services

New Customers Installing Siebel Installing Siebel
8.2.2.3 8.1.1.10

Existing Customers Upgrade to Siebel Upgrade to Siebel
7.x, 8.0 8.2.2.3 8.1.1.10

Existing Customers Uptake Siebel 8.2.2.3 Uptake Siebel 8.1.1.10
8.1*,8.2* with Incremental with Incremental
Repository Repository Merge(IRM)
Merge(IRM)


Spring -2013
Lower TCO
Incremental Repository Merge(IRM)
Solution Overview: Provide a wizard in Siebel Tools to
deploy and import the innovation packs. IRM is mandatory
to install innovation packs
Key Capabilities:
• With 8.1.1.10/8.2.2.2 all ACRs are bundled up once a
year as an Innovation Pack to reduce multiple steps to
install ACRs
• Comparison between base version, prior customer
repository and Siebel’s new innovation pack content
• Creates a new customized repository – final, copied
and merged repository
• Logical Schema applied to physical database
• Seed data imported (also language-specific seed data)
Why it matters:
• Reduce cost of development uptake of innovation
packs and upgrades and allow customer to go to
market faster


Spring -2013
Lower TCO
Hierarchical Merge Conflict Reports:
Filter Report by choosing
• Siebel and customer modified : These are the ones where
Oracle has changed the same object that the customer has
• Siebel modified: Only Siebel has changed these objects.
• All: Everything in the conflict data report
Report Capabilities:
• Browse Objects like Object Explorer and Filter them
• View Objects and their dependencies
• Asterisks mean that an object the current object depends on
has changed.
• Click Show Dependencies button to see object.
• See what has changed in a dependent object by drilling down
on the parent


Spring -2013
Lower TCO

Workflow/Task Visual Compare
Tool
• The workflow/task difference utility
makes spotting differences in versions
of workflows and tasks easy.
• Select two versions of the same
process or task and right click to
choose Compare ObjectsSelected.
• The version selected first is on the
bottom (usually the new one) and the
version on top is the older version.
• In a step in one version is the color red
it has been deleted from that version.
Yellow means it has been updated.
Green means it is a new step.


Agenda

• Siebel Overview
• 2012-IP Recap
• Announcing Spring 2013 Release
• Fall 2013-IP Release


Siebel CX Integrations Already Delivered Available Now

Oracle Solution Integration Description Integration Release Status
Type Delivered

Oracle Real-Time Scheduling • Advanced Scheduling for Field Sales/Service •Productized Integration •8.1 / 8.2 •Complete
ATG Commerce • Cross Channel OM for Web Commerce (Cross Industry) •Tech Note & Reference Code •8.1 / 8.2 •Complete
• Integrated Contextual Knowledge for Contact center
Oracle Knowledge Management •Productized Integration •8.1 / 8.2 •Complete
and Self-Service
RNOW • OPA for RNOW Service •Tech Note & Reference Code •8.1 / 8.2 •Complete
Siebel OM to RGBU POS • POS for Siebel Customers •Tech Note & Reference Code •8.1 / 8.2 •Complete
Oracle Policy Automation •Policy Automation for Siebel (OPA & Siebel) •Productized Integration •8.1 / 8.2 •Complete
Real-Time Decisioning •RTD/Next Best Action and Siebel (Siebel & RTD) •Productized Integration •8.1 / 8.2 •Complete
•Order to Cash for Siebel (Siebel & eBS)
EBS •Productized Integration •8.1 / 8.2 •Complete
•Product and Customer Master for Siebel (Siebel & eBS)
•Service Provisioning in Service Industry and Siebel
OSM •Productized Integration •8.1 / 8.2 •Complete
(Siebel & OSM)
•Agent Assisted Billing Care in Communications Industry
Communications Billing •Productized Integration •8.1 / 8.2 •Complete
for Siebel
• Order to Bill integration in Deregulated Utilities for
Utilities Billing •Productized Integration •8.1 / 8.2 •Complete
Siebel
Transportation Quoting •Transportation Quoting & Fleet Management for Siebel •Productized Integration •8.1 / 8.2 •Complete


Siebel CX Integrations Planned and Underway Planned

Oracle Solution Integration Description Integration Family Planned Status
Type Priority Release

•Tech Note & Reference
Oracle Social Network • Cross team Social Collaboration for CRM •2013 – 1 •IP2013 •In Progress
Code
•Cross Channel OM for Web Commerce (Industry) Code
ATG Commerce •2013 – 2 •IP2013 •In Progress
•Loyalty for Web Commerce •Tech Note & Reference
Code
• Personalized marketing campaigns on social
Social Relationship Code •2013 – 3 •8.1.1.10 •In Progress
channels
Management •Tech Note & Reference •2013 – 4 •8.1.1.10 •In Progress
• Listen and Respond in social channels for service
Code
Distributed Order • Orchestrating demand capture for Siebel •Tech Note & Reference
•2013 – 6 •8.1.1.10 •Complete
Orchestration Commerce Code
WC Sites • Personalized marketing content delivery for Siebel •TBD •2013 – 8 •IP14 •In Progress
•Empowering Customer Self-Service for Siebel •2013 – 9 •IP2013/14 •In Progress
Code
RNOW • Enhanced on-line billing(eBilling) for RNOW •2013 – 10 •IP2013/14 •In Progress
Service •2013 – 12 •IP2013 •In Progress
Code
Real Time Decisions • Next best action and recommendations for Siebel •2013 – 11 •IP 2013 •In Progress
Code
Geo-Spatial • Geo Spatial Visualization for Siebel •Tech Note •2013 – 14 •IP 2013 •In Progress
Click to Call / Chat • Integrated Click to Call / Chat for Siebel •Tech Note •2013 – 15 •IP2013 •In Progress


Siebel 8.1.1.0 innovation pack 2013 spring release

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