Friday Sep 14, 2012

Siebel CRM: Alive and Jamming at OpenWorld

Yes, a rock 'n roll reference in a CRM/Customer Experience blog entry! Sorry, but we are getting excited about OpenWorld and all of the great CRM and Customer Experience sessions we've been planning for the past 6 months (yes, we really do start planning in March!). I also heard that some band named Pearl Jam is making an appearance. Who's tried the Rock Band guitar solo for Alive? Way too difficult for an amateur like me.

Anyhow, we are supposed to be highlighting Siebel CRM at OpenWorld. Yes, Siebel will once again have a major presence at OpenWorld and there is a lot of new things to tell you about. If you search the OpenWorld Content Catalog with the tag "siebel", you'll find over 75 sessions. That's over 75 hours of opportunity to hear from Siebel customers, product managers, and implementers. While I invite you to read through the descriptions of all 75+ sessions or check out the OpenWorld Focus On Siebel document, I'd like to try and help with some highlights.

Siebel CRMThe roadmap and strategy session was mentioned in my previous post, but it is important enough to mention again. Siebel CRM Overview, Strategy, and Roadmap (CON9700) - Oct 1, 12:15PM. Come to this session to learn about the Siebel product roadmap and how Oracle is committed to accelerating the pace of innovation and value for its customers on this platform. Additionally, the session covers how Siebel customers can leverage many Oracle assets such as Oracle WebCenter Sites; InQuira, RightNow, and ATG/Endeca applications, and Oracle Policy Automation in conjunction with their current Siebel investments. This session was FULL last year, so I strongly suggest you pre-register via the OpenWorld Schedule Builder.

Every year, my favorites are the customer panels, where you get hear 2, 3 or even 4 customers talk about their implementations and often share best practices and lessons learned.

  • Customer Panel: Business Benefits of Deploying Siebel CRM (Session ID: CON9717) - Oct 1, 10:45AM featuring GlaxoSmithKline, PNC Bank and Southwest Airlines.
  • Maximizing User Adoption Rates for Siebel Sales and Siebel Partner Relationship Management (CON9690) Oct 1, 12:15PM featuring CSL Behring, Intuit and McKesson.
  • Best Practices for Upgrading Your Siebel CRM Implementations: Customer Successes (CON9715) - Oct 1, 3:15PM featuring Citrix, Sunlife Financial and Oracle experts.
  • Driving Great Customer Experiences with Siebel Service Applications (CON9604) - Oct 1, 4:45 featuring Farmers Insurance, US Department of Homeland Security and Waste Management

There are also a number of customer case study sessions including: Lowe's (CON9740), American Red Cross (CON6535), Ontario Lottery & Gaming's Siebel Marketing and Loyalty (CON4114), and LexisNexis (CON9551). Also, an interesting session on optimizing Siebel on Oracle with ACCOR (CON4289).

OpenWorldHave you heard about the new Open UI for Siebel? If you haven't, you should! There are sessions focused on introducing you to the new functionality and how you can unleash the power of the new user interface: User Interface Innovations with the New Siebel “Open UI” (CON9703) Oct 2, 10:15AM and Unleash the Power of “Open UI” (CON9705) - Oct 3, 11:45AM.

Other Siebel-related topics you might want to check out:

  • Knowledge Management: Increasing Return on Your CRM Investments with Knowledge (CON9779) - Oct 1, 3:15PM
  • Mobile: Mobile Solutions for Siebel CRM (CON9697) - Oct 2, 5:00PM
  • Siebel Loyalty: Best Practices for Maximizing the Success of Your Loyalty Program with Siebel Loyalty (CON9588) - Oct 2, 5:00PM 
  • Siebel Marketing: Next-Generation Cross-Channel Insight-Driven Customer Dialogue with Siebel Marketing (CON9600) - Oct 3, 10:15AM
  • Integrating with Oracle Commerce: Administer Once and Deploy Everywhere: Integrating the Siebel, ATG, and Endeca Platforms (CON9761) - Oct 2 5:00PM

Finally, don't forget the Oracle Applications User Group (OAUG) Special Interest Group for Siebel on Sunday, September 30 at 2:15PM. And of course, the Demogrounds in Moscone West will be full of Oracle and partner demos and information on new solutions.

Wow! I told you there was a lot! Good luck finding the best sessions for you and have a great time at OpenWorld. Don't forget to sing along with Pearl Jam!

Thursday Jan 12, 2012

Montgomery County Improves Citizen Services with Siebel CRM

A couple of past blog entries highlighted Montgomery County Maryland's Siebel Contact Center implementation to support a new 311 call center. The video below shows a brief interview with Joann Butler, MC311 CRM Director, who provides an overview of the project and their results. Hear how Montgomery County consolidated thousands of different citizen contact points across the county in a single call center, which also supports web access and knowledgebase, for a "total transformation of government service intake."

Wednesday Nov 30, 2011

A Multi-Channel Contact Center Can Reduce Total Cost of Ownership

In order to remain competitive in today’s market, CRM customers need to provide feature-rich superior call center experience to their customers across all communication channels while improving their service agent productivity. They also require their call center to be deeply integrated with their CRM system; and they need to implement all this quickly, seamlessly, and without breaking the bank.

Oracle’s Siebel Customer Relationship Management (CRM) is the world’s leading application suite for automated customer-facing operations for Sales and Marketing and for managing all aspects of providing service to customers.

Oracle’s Contact On Demand (COD) is a world-class carrier grade hosted multi-channel contact center solution that can be deployed in days without up-front capital expenditures or integration costs. Agents can work efficiently from anywhere in the world with 360-degree views into customer interactions and real-time business intelligence. Customers gain from rapid and personalized sales and service, while organizations can dramatically reduce costs and increase revenues

Oracle’s latest update of Siebel CRM now comes pre-integrated with Oracle’s Contact On Demand. This solution seamlessly runs fully-functional contact center provided by a single vendor, significantly reducing your total cost of ownership. This solution supports Siebel 7.8 and higher for Voice and Siebel 8.1 and higher for Voice and Siebel CRM Chat. 

The impressive feature list of Oracle’s COD solution includes full-control CTI toolbar with Voice, Chat, and Click to Dial features.  It also includes context-sensitive screens, automated desktops, built-in IVR, Multidimensional routing, Supervisor and Quality monitoring, and Instant Provisioning. The solution also ships with Extensible Web Services interface for implementing more complex business processes.

Click here to learn how to reduce complexity and total cost of ownership of your contact center. Contact Ann Singh at for additional information.


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