……Connect…… With Other CRM Customers With Oracle CRM Experts With The Right CRM Sessions.

……Connect……

• With Other CRM Customers

• With Oracle CRM Experts

• With The Right CRM Sessions

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Siebel 8.0 ServiceScott NashVice President, Service Applications

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.


Agenda

• Call Center Challenges• Delivering Great Customer Service• Siebel Call Center and Service• Contact Center Product History• Virtual Contact Center• Future Trends in the Marketplace

Service and Call Center Industry Trends

Heightened Focus on Cost of Ownership• Economic pressures are squeezing bottom lines and driving a

return to traditional profitability measures

Realigning to be Customer-Focused• “Exceeding customer expectations is a key ingredient in keeping

customers and also is the best way to ensure future competitiveness.” – Call Center Director of Ford Motor Company

• 63% of companies use customer satisfaction metrics to measure return on investment (ROI)*

Seamless Multichannel Relationship Management• Only 41% of businesses are satisfied with the state of online

customer service*

* Results from the Jupiter Executive Survey, Customer Interfact Magazine, August 2001

From Organizational Silos…

Customer

LegacyLegacy

OSSOSS

HRHR CustomCustom

CIFCIF

ERPERP CIFCIF

SCMSCM

CustomCustom

SAPSAP

ERPERP

CustomCustom

ERPERP

LegacyLegacy

Division A Division B Division C

• Disconnected channels

• Fragmented data: No total view of the customer

• Inconsistent, inefficient customer-facing business processes

• Lack of real-time business and customer insight

• Un-integrated systems: No single face to the customer

LegacyLegacyOSSOSSHRHR CustomCustomSAPSAP ERPERP CIFCIF SCMSCM

Process and Data Integration

Division A Division B Division C

…To The Customer-Centric Organization

Business Intelligence and Analytics

Sales, Marketing, Service Best Practices

Multichannel

Customer

Contact Center Challenges

• Managing multi-channel interactions

• Enabling cross-functional agents

• Implementing best practices

• Personalizing every interaction

• Integrating with external applications

Delivering Good Multichannel Service and Streamlined Customer Experience is Challenging

Partners

Agents

Web

Mail

In-Person

Product Sales

Campaigns

Warranties

Up-sell Offers

Loyalty Programs

Service Offerings

Fees & Charges

Cross-sell Offers

Account StatusBilling Questions

New Orders

Product Inquiries

Complaints

Help Desk Support

Warranty Service

Account Status

Billing QuestionsNew Orders

Product Inquiries

Complaints

Tech Support

Warranty Service

Help Desk

Shifting the Customer Care Paradigm

Legacy Model

Cost

Vo

lum

e

New Model

High Touch High Cost Not Scaleable

Call Center

Cost

Vo

lum

e

Customer Self-Service

IVR

High Service Low Cost Scaleable

Customer Self-Service

IVR Call Center eService



• Call Center Challenges• Delivering Great Customer Service• Siebel Call Center• Contact Center Product History• Virtual Contact Center• Future Trends in the Marketplace

Provide a seamless, unified customer experience for all customer interactionsregardless of internal organization

Transform customer data into actionable information by providing the right informationto the right person at the right time

Extend customer understanding throughoutthe enterprise thus enabling all functional areasto make informed, customer-based decisions

The Customer-Centric Enterprise Key Imperatives

Siebel CRM

Service Solution

UnifiedChannelsUnified

Channels

Field Engineers

Partners

Contact Ctr

Web Self Serve

EfficiencyRevenue Satisfaction

InternalDepartments

InternalDepartments

Business Insight &

Mgmt

Analyze, Plan and Manage

Marketing

Sales

Contracts

Finance

Supply Chain

EngineeringIntelligent Service & Sales Offers

SchedulingDashboard

Knowledge Mgt & Business Process Mgmt

Customer Profiles

Service Tools

Offers & Proactive Service

Execute Service

Response

Schedule Service

Measure Customer

Sat

Triage Customer

Needs

CRM ERPCTIFinancial

Siebel Solution Map for Siebel Service Products

Web, emailwireless

ProfessionalServices

EmployeesCall Center

Field Service

Knowledge Management

Service Assistant

Intelligent Call Scripting

Assignment Management

Global Time Zone Support

Graphical Workflow

Real-time escalation and notification

Business Management and

Development

Service Effectiveness

Know Your Customer

Best Practices

Customer Dashboard

Customer Satisfaction Surveys

Personalization

Targeted Campaigns

Multimedia screenpops

Account Management

Customer Satisfaction Metrics

Contact Management

Service Request Management

Contracts & Agreements

Asset & Warranty Management

Dispatch & Scheduling

Problem Resolution & Solution Management

Project Management

Parts & Logistics

Multichannel Service Encyclopedia

Advanced Linguistic& Proximity Search

Self-learning knowledgebase

Data Quality

Activity Management

FAQs and Solutions

Message Broadcasting

Multichannel Analytics

Opportunity & Pipeline Management

Employee Effectiveness

Partner Effectiveness

Pre-built Reports

Expense Reporting & Management

Time Management

Global Deployment Support

Supply Chain Content ProvidersBilling

Rela

tion

sh

ip M

an

ag

em

en

tC

ha

nn

el

Legacy Systems Wireless ProvidersHR

Manufacturing

Finance

Bac

k

Offic

e

Spell Checking

Partners

Service Analytics

Order & RMA Tracking

Multichannel Universal Queuing and Routing

Service Anytime, Anywhere

Integrated Multichannel Support• Comprehensive Integration of Work Across All Channels

• Channels include: Voice, Email, Web (Chat and Co-browsing), VoIP, and Fax

• Universal Queuing• Off-the-Shelf, Certified Computer Telephony Functionality • Screen Pops• Integrated Multichannel Communications Toolbar• Hoteling and Multi-tenancy Capabilities• Customer Interaction History Activity Tracking• Fully Configurable

Customer Dashboard

• Immediate customer recognition• Track key customer information throughout an interaction • Quick navigation to customer information increases productivity• Completely configurable to display information

Email Management

Complete e-mail response managementAdvanced Linguistic Analysis

• Auto Response• Auto Suggest• Intelligent Routing• Self-learning Technology

Spell CheckingAutomated Workflow

• Contact identification and entitlement verification• Queuing and assignment

Seamlessly Integrated • All communication channels• Respond to Email and Web Campaigns• Access to complete customer information

Contact Center Needs for Digitizing Business Processes

Intuitive Interface for Complex Tasks- Ability to guide users through multi-step tasks- Reduce decision making burden on users- Speed time to task completion by minimizing steps

and screen navigation

Data and business logic validation- Enforce all business and regulatory rules- Ensure that task steps are completed in a particular

order

Flexible Design Tools- Ability to model customer facing processes

graphically- Interoperability with other systems during a task- Reduced dependence on scripting to code process

logic

Application Load BalancerApplication Load Balancer

Application ServerApplication Server

UIUI

ServicesServices

Com.Com.ServerServer

CTIDrive

rCom.Com.ServerServer

CTIDrive

r

Application ServerApplication Server

Architected for Performance, Scalability & Availability

Features• Scales vertically by increasing

component instances and processors

• Scales horizontally by distributing instances across multiple servers

• Supports multi-site deployment• Supports heterogeneous

deployment• No single point of failure

Benefits• Solid, future proof 24*7

architecture that can scale to meet the requirements of today as well as tomorrow

Web ServerWeb Server

ServicesServices BrokerBroker

UIUI

(+1) Web Server

Web Server Load BalancerWeb Server Load Balancer

Web ServerWeb Server

Resilient pool of web servers

Application Server

+ 1


CTIDrive

r

Resilient pool of application servers

BrokerBroker

CTI MiddlewareCTI Middleware 1

CTI MiddlewareCTI Middleware 2 CTI Middleware

Hot Standby

PBX/ACD/VoIP PBX/ACD/VoIP

Phone Phone Phone


CTIDrive

r

Siebel CRM 8.0 – Proactive CRMCommitment to CRM Innovation

EmpowerUsers

SuperiorOwnershipExperience

EnableBusiness

Responsiveness

• Business Process Agility

• Real Time Intelligence• Real Time Decision

• Flexible Support for Complex Tasks• Task-based User Interface

• Fully-integrated Enterprise Search

• Application Deployment Management

• Open, SOA-based Web Services CRM

Self Self ServiceService

Custom

Self Service

Custom

Self Service

CRMCRM

Packaged CRMPackaged CRM

ERPERP

Packaged ERPPackaged ERP

LegacyLegacy

LegacyLegacy

Process Focus: Application Confusion

• User Drives the Process

and Business Rule

Enforcement

• Processes Change Difficult

and Costly

• ‘Bolt-on’ Analytics Provides

Transactional Reporting

• Siloed, Function-specific

Applications

• Logic and Data Replicated

Across Multiple Systems

• Monolithic Applications

Focused on Data Capture

and Display

Process Focus: Application Simplification

Self Self ServiceService

Custom Self ServiceCustom Self Service

CRMCRM

Packaged CRMPackaged CRM

ERPERP

Packaged ERPPackaged ERP

LegacyLegacy

LegacyLegacy

Customer-Driven Business Processes

Task Flows, Process Flows and Insight-Driven Dashboards via Analytics

Universal Master Data and Integration

Task interface guides users through consistent and efficient processes

Centralized business processes consolidate application logic

Accurate customer information and integrated applications

Siebel 8.0 Task-Based User InterfaceEmpower Users

Capabilities• Dynamic user interface guides users

through key tasks • Advanced Decision Logic and

Branching• Integration to External Data or Logic• Validation to enforce rules

Benefits• Improves ease of use• Standardization of processes• Improves Data quality through

consistent capture• Lowers training costs

Increasing productivity and accelerating adoption

How does Task UI relate to other task-related UI metaphors?

Task UI is an augmentation not a replacement.

Feature Sweet Spot Advantage Disadvantage

iHelp • Train users to perform actions that can be done more efficiently in ad hoc UI

• Administrators need to make very frequent updates

• Leverages ad hoc UI• Changes in production

are low risk and can be done by administrators

• Doesn’t keep state outside of process

• Doesn’t enforce sequence of actions or business logic

Smart

Scripts

• Call center scripts used for data gathering

• Administrators need to make very frequent updates to questions

• Explicit Q&A orientation optimized for simple Call Center tasks

• Changes can be made in production

• Heavy reliance on scripting• Doesn’t participate in

integration infrastructure, long running flows

• Can’t be paused, resumed• Inflexible layout

Interactive Flows

• Simple guided navigation in SI and SI+ application flows

• Works in SI and SI+ • Requires custom buttons to drive navigation

• Doesn’t support delayed commit

Siebel 8.0 SearchEmpower Users

Significantly Enhanced Search• SOA-based search integration

supports integration to existing enterprise search engines

• Supports Oracle Secure Enterprise Search (SES) and FAST Enterprise Search

• Visibility rules applied to search criteria so users only see results that they are entitled to see

8.0 Search Integration

• Supports external data sources. “Play the data where it lies.”

• Search across internet and intranet

• Search across file systems

• Integration with other applications

Siebel 8.0 Feature Set

Sales andMarketing

SFA•Territory management•E-mail list management integration to task UI•PMP/ESP methodology support•Product quality forecasting

Pricing•Simplified pricing administration

PRM•Partner Agreements•Partner Program enhancements

Web Channel•Web enablement of C/OM•Web Services support

Service Tasks•Field Service Activity to Invoice•Managed Service Contracts•Wireless Order Management•Search Integration•Inbox Item Transfer•Wireless Store and Forward to Web Client

Handheld•Next Generation UI•Nomadic Users•Device Management

Application Usability•Case/accent-insensitive Queries•Enhanced Search (FAST)•Centralized Audit trail including UI display•Data Quality•Territory Management

Development Usability•Tools Multi Object UI & Canvas improvement•BPM analyst mode in Siebel Tools•Task based UI•Test Express•Application Deployment Manager•Rules Engine

Mission Critical Operation•Multi-server install•Multi-server Quick Fixes & Fix Packs•Monitor changes to configuration•Dynamic parameter configuration•Monitoring, Diagnostic Management and performance Analysis via Mgmt Console

Wireless enhancement•Support for more wireless devices

ServiceAnd Mobility

EnhancedUsability

MissionCritical

39

Siebel Business Analytics Enable Business Responsiveness

• Comprehensive suite of enterprise analytic applications

• Actionable information for all users

• Rich, real-time insights from all enterprise data

• Next-generation BI platform

Siebel eService

• 24-Hour Web-based Customer Service• Secure, Personalized Support Experience• Self-Service

• Integrated Knowledge Bases, FAQs and Troubleshooting Guides

• Case, Order, and RMA Tracking• Web and Wireless Access

• Assisted-Service • Real-time interaction with live agents • Web browser sharing and page pushing • On-line chat• Voice over IP• Complete desktop and application sharing

Siebel CRM Product Roadmap

Q3 2002 Summer 2003 Spring 2004 Spring 2005

Siebel 7.5 Siebel 7.5.3

• Best Practice Business Processes

• Web Services Support

• Performance Enhancements

• Unicode Support

TCO Improvements

Performance and Usability

New Functionality

Innovative Industry Functionality

Deeper CRM, Analytics

World Class Marketing

Continued TCO Improvements

Continued Usability and Performance Improvements

Siebel 7.7 Siebel 7.8 Siebel 8.0

World Class Customer Order Mgmt

Industry Apps Enhancements

Deeper Industry Analytics

Make CRM Smarter

Enhanced Integration and Web Services Support

New Task Oriented User Interface

Application Change Management

Improved Monitoring and Diagnostics

New Search interface

Customer Facing Web Services

Next 12 months



• Call Center Challenges• Delivering Great Customer Service• Siebel Call Center• Partners• Contact Center Product History• Virtual Contact Center• Future Trends in the Marketplace

Siebel CRM On Demand

Embedded Analytics withBuilt-in Data Warehouse

Customization, Integration & Extension

World-Class Hosting Infrastructure

SalesMarketing Service

Built-in Contact Center

Industry Specific CRM

Flexible Deployment Options

On PremiseApplications delivered to customer sites

Oracle On Demand

Applications hosted and managed by Oracle/Siebel

HybridIntegrated on-premise and on-demand solutions

Contact Center Challenges – What Companies Face Today …

Route toAgents

ACD

PBX

IVR

CRM

OnlineChat

RecordingSelf-

Service

Email

Reporting

CTILink

Voice

VM

IVR

Email

Web

Fax

CallCenter

OnDemand

Sales Reps

Users only need Internetaccess and a phone

ServiceReps

Siebel CRM Call Center On Demand

Key capabilities: • Hosted Automated Call

Distribution (ACD)• Hosted Interactive Voice

Response (IVR)• Hosted Multi-Channel

Communications• Hosted Computer Telephony

Integration (CTI) with CRM

A hosted customer communication platform that enables companies to deploy a contact center for customer service & sales without the traditional cost and complexity.

Siebel CRM Call Center On Demand New Solutions through Innovation

Call Center

On Demand

Siebel CRM Call Center On Demand New Solutions through Innovation

How Ingersoll-Rand Uses Siebel CRM On Demand & Siebel CRM Call Center On Demand

ProblemNeed for fast, easy deployment and competitive advantage

SolutionHybrid Siebel CRM, integrated with Oracle back office + Siebel Analytics

Results

-- First-to-market with new product

-- Higher user adoption (4 LOBs)

-- Contact Center live in 3 days, supported 50x increase in calls

• CRM & Call Center On Demand for speed-to-market, hardware cost savings & and new product intro

• Siebel on-premise & Analytics for Sales, Field Service, Marketing

• Integrate 1,000s of users to Oracle back office via Fusion middleware

Cross Sector Leads, Opty. Mgt.

Industrial

Security

SiebelOn Premise

SFA, FSvc., Mktg.

SiebelOn Premise

SFA, FSvc., Mktg.

CRM OnDemandCRM OnDemand

CRM Call CenterOn Demand


CRM Call Center On Demand


CRM Call CenterOn Demand

Climate ControlService Flows, Compliance,

Basic Opty. Mgmt.

For More Information

http://search.oracle.com

or

http://www.oracle.com/

Back-up Slides



• Call Center Challenges• Delivering Great Customer Service• Siebel Call Center• Partners• Contact Center Product History• Virtual Contact Center• Future Trends in the Marketplace

The Virtual Contact Center will become a reality

• Agents Anywhere• Switchless Contact Center• Just-in-time Service• Coaching Anywhere• IVR in a Box• Advanced Analytics (RTD)• Real-time Contact Center Management

What is important to you?

• Voice Recognition?• Asset Management/Telematics?• IVR?• VOIP/Skype integration?• Homeshoring?• Hosted, multi-tenancy?• Workforce Management?

CRM Service Analytics

Complete analysis of the business aspect of the services organization. Includes analysis of the call center and field service business to understand the true cost to serve in a complex service business

Enterprise Contact Center Customer ServiceFoundational application which enables the measuring and managing of multi-channel contact center operations, key business processes and activities.

Enterprise Contact Center and Agent PerformanceProvides increased operational effectiveness through detailed staffing, headcount and scheduling analysis.

Enterprise Contact Center Service and Delivery CostsProvides business optimization though a complete view of initial incident to issue resolution with detailed costing data for an entire service including field service delivery activities.

Enterprise Contact Center SalesProvides increased business value through complete campaign and sales performance insight by agent and across customer, product, service and region.

Service Analytic ApplicationsComplete solution for entire service lifecycle

Siebel Service Summary

• Lowest Total Cost of Ownership• Market-leading Breadth and Depth of Functionality• Focus on 100% Customer Satisfaction • Fully Integrated Customer communication channels• Highly Interactive, Smart Web Applications• Unrivaled Global Deployment Support• Unique Industry-specific Applications

Other Sessions of Interest

• NYC 311 Case Study: Implementing Citizen-Centric Government• 10/24 1:45 pm Moscone West Room 3016

• Customer Panel: The Secret to Managing Successful Contact Centers• 10/25 11:30 am Moscone West Room 3010

• Contact Center and Service Analytics: Today’s Market and Tomorrow’s Possibilities• 10/25 2:30 pm Moscone West Room 3022

• Exceed Customer Expectations with Siebel Contact Center Technology• 10/25 4 pm Moscone West Room 3020

……Connect…… With Other CRM Customers With Oracle CRM Experts With The Right CRM Sessions.

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Transcript of ……Connect…… With Other CRM Customers With Oracle CRM Experts With The Right CRM Sessions.