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Siebel CRM’s Github Presence

Over the past year, we’ve begun to build a collection of customizations and documents for Open UI and we’ve been sharing them in Github. Please feel free to take a look at these and use them for your own purposes. Be aware that they’re not actually all part of our product offering, so if you have issues using anything there, use Github’s issue reporting capability, not Oracle Support. Github is a place not only to roll out content, but also to collaborate. If you think you can improve on our solutions, please go ahead and submit a pull request, and we’d love for you to share your Open UI customizations here to add to ours, with the goal of strengthening Siebel CRM for everyone. If all you have is a cool idea for something Siebel might be able to achieve, add that as an issue too, and we’ll see what we can do to provide guides or features to help. Without further ado, here’s an overview of what’s already there. Open UI - https://git.io/vM6GH Autocomplete Filter - https://git.io/vM6sb - By default, the autocomplete filter searches for any result which “contains” the letters you type. This example shows you how the alter the logic from “contains” to “begins with”, simply by overriding jQuery’s autocomplete filter. Constrain User Input - https://git.io/vM6sx - Preventing user error is sometimes considered better than reporting user error. Many Siebel fields, while providing input tools (such as a calendar for date fields) still allow you to enter data manually. Ideally a date field shouldn’t contain any letters, and this technique will allow you to decide whether a given keypress should be allowed. This could be easily extended to permit only valid credit card numbers to be entered, or to ensure that a flight locator was in a valid format. Double Click - https://git.io/vM6Gf - For so many years, double clicking a record in a picklist did something that felt intuitive; it automatically selected and picked that record. When Open UI was built, it was felt that double click was used almost nowhere on public websites, so we moved to use only button press mechanics. Open UI however, allows us to easily re-implement double click if we so chose. This shows you how. Error Tracking - https://git.io/vM6GI - Through integration with bugsnag, this feature captures errors that occur in the browser environment which are not detected by the production environment. These console errors are captured as and when they occur, allowing the development team to rectify them quickly. You’ll need to sign up with bugsnag if you intend to implement this in production. Fluid Form Applets - https://git.io/vM6GC - Since 2013, no new content from Siebel Engineering implements the old grid-based form applets, but instead use fluid form applets. Fluid forms lose the feature of WYSIWYG but gain the capability to be responsive to change, allowing a single design to meet the needs of multiple target devices. This write helps you understand how fluid forms can be created, and how ultimately you can create your own fluid layouts. Maps Integration Google Maps - https://git.io/vM6G1 - Integrate a fully usable Google map into the Siebel application, which recognizes any geo-codeable area, specific lat/long coordinates or a simple address. Oracle Maps - https://git.io/vM6GD - Access an Oracle map modal window which, on entering an address, displays the corresponding contact location on the map. Open All Search Results - https://git.io/vM6ZA - By default, search results are returned in a closed form, allowing you to drill into the one that looks most suitable. This modification opens all results by default, so you don’t have to click to open any of them.  Post-Load Code - https://git.io/vM6nt - After each view load, a customizable post-load event is executed based on the original view load. This gives you a template for a custom postload Javascript file, which you’ll then need to add to your manifest. Quick Search - https://git.io/vM6Ch - This feature allows for a rapid search action through multiple records in a list applet. It’s not perfect and doesn’t work as well in all browsers; maybe you can help improve it? Save last applet search - https://git.io/vM6WL - The last search using the search field is saved and restored for easier future. This functions across devices as it is saved in the user’s server-based preference file. Sorted View Dropdown for Tabs - https://git.io/vM6WO - The content in a dropdown tab can now be sorted based on the user’s preference and working practice. Custom functionality can also be added to each and sorted accordingly. This will override the sequence configuration in Tools. Theme Customization - https://git.io/vM6WG - Here we provide a number of small theme alterations for you to play with. DISA (Desktop Integration Siebel Agent) - https://git.io/vM6Wc - This framework helps in integrating the desktop programs and files with those running on the browser. An completed example is provided to get system information to be displayed in About > Technical Support - https://git.io/vM6Wu. In addition, for DISA, we have also created a code generator for DISA that you might find helpful at https://git.io/vM6Wi EAI – JSON CONVERTER - https://git.io/vM6W1 - This useful eScript based converter, contributed from the can be used to create and interpret JSON strings as well as convert any property set to JSON string and vice versa. LOAD BALANCING - https://git.io/vM6Wh - The Siebel application enables you to generate a load balancing script for REST services.   Lots more coming soon! please feel free to also contribute your own customized solutions to the community.    

Over the past year, we’ve begun to build a collection of customizations and documents for Open UI and we’ve been sharing them in Github.Please feel free to take a look at these and use them for your...

Applications

Open UI Test Automation

Typically Test Automation involves using generic Automation tools and programming in the language supported by the particular tool. This poses challenges in finding or developing the skills required in programming and specific knowledge of the application being used. Siebel CRM Open UI Test Automation, addresses this challenge by providing a built-in automation framework for Open UI and the ability to automate testing without any programming skills. Open UI Test Automation has built-in ‘Keywords’ or ‘Actions’, for automated interactions with the application. By creating a sequence of steps using these built-in Actions, one can automate test flows. Siebel CRM provides the ability to organize such automated test scripts into suites, and to execute them in a batch mode (aka Lights-out, Unattended). The results of the automation execution are presented in an easy to read manner, enabling the quick analysis of results. Open UI Test Automation helps customers reduce significant efforts spent on test automation (in fact, we've seen a 70% reduction in effort when compared to coding), by pre-empting the need to build and maintain an automation framework, and by simplifying the process of authoring scripts, the analysis of results, and scripts maintenance. To find out more - take a look at this document Using Siebel Open UI Keyword Automation (Doc ID 2204562.1) on My Oracle Support.  

Typically Test Automation involves using generic Automation tools and programming in the language supported by the particular tool. This poses challenges in finding or developing the skills required...

Applications

Siebel CRM Innovation Highlights for 2016

Siebel CRM Innovation The Siebel CRM development team has had a very busy year! Let’s be honest - 2016 - has been a blockbuster in terms of innovation and engaging with our successful customers around the world. We released Innovation Pack 2016 in May with a host of new features across UX, Portals, Mobile, Industry specific innovations and of course Agility.   Modern Agility Agility is key focus for us at the moment as we want to leverage Cloud platforms for Siebel CRM and also make our applications the most agile to maintain, develop, test and work across hybrid platforms such as On-Premise and Cloud. Earlier this year we also announced Siebel CRM on Cloud, and as we continue to enhance this offering, we will see tremendous benefits and cost savings for our customers. The Siebel Composer project has seen over 2 years of investment already and is reaching conclusion. We released our Developer Preview back in Innovation Pack 2015 (15.0), showcasing web tools and metadata configuration through the browser and no-SRF based deployment. In Innovation Pack 2016 (16.0), Workspaces were released (after being strenuously tested internally – as we used them to build 16.0), our developers love using Workspaces – it’s simplicity and developer autonomy has seen our own productivity increase substantially. Big projects like Siebel Composer form the nucleus of our vision for agility in Siebel CRM, agility that extends beyond in-browser UI development, including web tools and workspaces, but to parallel development, test automation, open REST based APIs and dynamic application configuration and deployment – specifically designed for Cloud. We have a very clear vision and picture of where Siebel CRM business agility will be:   Innovation – Alive & Kicking! We sometimes hear about rumors spread from our competitors or read in various other sources, that Siebel CRM innovation is in decline. This is quite laughable, really. On the contrary, our investments in transforming agility, cloud platform as well as the continuous enhancements to our Open UI and mobile framework solutions over the last few Innovation Packs are testament to this. We have publicly declared the continuous, committed Oracle Siebel CRM investment in innovation for years now on our website; also you can take a quick look at this video about the Value of Siebel CRM You can catch a glimpse of what features we delivered here in 15.0 and 16.0. Projects such as Siebel Composer are by no means trivial, these are highly ambitious and innovative features which will bring huge rewards for our customers and we do this because we want our customer to continue to be successful. In fact, it’s much easier to just let our customer success stories illustrate that Siebel CRM has a long future and massive potential. Customer Success Most of our customers have been highly successful with our product since it was introduced over 20 years ago. 20 years of innovation – creating a deep and broad CRM application across 21 industries, that is impossible to replicate. We are in the fortunate position that we have so many great market-leading customers around the world achieving amazing results with our product. In fact, success stories that our competitors would go crazy about! This year our team travelled around the world with our Siebel CRM Roadshow to engage with our customers – who themselves also shared their success stories – especially at Oracle OpenWorld. You can read about our Customer Success stories at OpenWorld here. Our customers that follow our strategic path and work closely with us, believe in our product vision and continue to invest – they are successful and realize the return on their investment. Investment Longevity Our mission is to ensure Siebel CRM is the ultimate platform for enterprise CRM, enabling our customers to achieve their business goals – and incorporating the vast technological solutions required to do so. CRM and Customer Experience has exploded to now demand cloud big data solutions, IoT device integration, machine learning and predictive analytics. The union of these technological solutions will drive CRM into artificially intelligent data systems and Autonomous CRM. With Siebel CRM our customers are in a perfect position to leverage their existing platform and adopt these new technologies at minimum risk and cost. Many times alternative cloud CRM solutions are talked about as the best solution but this is not always the case: Complete shift to Cloud solutions can have high business risk of failure Cloud solutions can be very expensive, and without the expected benefits Cloud is not a one-size fits all, lack of deep end to end industry functionality Many Siebel CRM customers have relied on their robust solution for years. When evaluating cloud as a potential option for their business, they often find large functional gaps and realize the tremendous cost that would be incurred when moving away from Siebel CRM. Alternatively, capital cost savings are realized with Siebel CRM on Cloud and our application is ideal to extend and adopt cloud solutions in a hybrid, integrated fashion. Lower risk, less disruption and a more sensible approach to extending CRM, adopting other software solutions.   Transformation Aside from adopting new technologies, with the Siebel CRM application we have also seen this year some fantastic examples of incredible and intuitive User Experiences created using the Open UI framework. We realize that all users are different, across diverse industries and organizations, and our UX strategy is to provide a flexible UI standards-based framework for which our customers can create their own user experience, it’s not to enforce a UI solution on everyone that isn’t extendable. Taking on a small Open UI project can really transform the application and doesn’t have to be expensive. Similarly with an upgrade project, it’s a myth now that Siebel CRM is expensive to upgrade – over 93% of our customers are on our latest releases (Innovation Pack 2014 and above), we also had customers presenting at OpenWorld that are already on our latest release 16.0, and that regularly apply our latest monthly patch sets to stay current. Transforming business agility for the Siebel CRM application has been a necessity and for in 17.0 we will realize SaaS style application agility. We are also committed to adding core new features for our rich industry solutions and new features supporting UX, productivity and mobility. Our team is here to help and just like with all business critical software applications, it’s vitally important to stay current with your application and support. Without Oracle support, you won’t have access to Siebel security patches, our huge support knowledge base, and you won’t be able to take advantage of all the great new features released annually.  Have a quick look at this video about the Value of Siebel CRM After a fantastic year, we’re all tremendously excited about the future of Siebel CRM, starting with our 17.0 release. Remember it’s not about what you hear or read about Siebel CRM, butabout what competitive advantages our successful customers are gaining from our product – actions speak louder than words!

Siebel CRM Innovation The Siebel CRM development team has had a very busy year! Let’s be honest - 2016 - has been a blockbuster in terms of innovation and engaging with our successful customers around...

Customer Success

New Roadshow ...and OpenWorld 2016

Save the Date! we are pleased to announce a new Siebel CRM Roadshow in Toronto on Thursday 1st December. More details to follow!               In case you missed it, here’s some recent highlights for Siebel CRM at OpenWorld this year: We kicked off with our well attended Siebel CRM CAB event to kick off OpenWorld an the Grand Hyatt Skyline conference facility. Our sessions and demo pods were very well attended throughout the week. One of the major highlights were the amazing Customer Success stories with the Siebel CRM product: Sberbank, Russia’s largest bank, over 100K active Siebel CRM users, 150m+ clients, super fast Open UI, scalable CRM, 24/7 operation, only 10 IT staff. Tata Motors, India’s biggest automotive company, integrated CRM system to manage Dealers, OEMs, Partners across all of India (5000+ channels) to provide a complete 360 view of their customers. Toyota, world's largest automaker, reinvents their distribution process with Siebel CRM Swisscom, European Telco visionary with Open UI HA enabled (Exalogic/Exadata) system, 7m+ customer accounts, 250m+ service requests, strategy to provide DBaaS as a service offering Government of Ontario (Education & Transportation), OPA integration, usability gains with Task Based UI + Open UI, 25% data capture improvement, 70% improvement application processing time. Hyundai working with Minacs, showcased Siebel CRM and IoT integrated solution for connected cars! SoftClouds, presented their integrated IoT and Siebel CRM solution Tele2, one of Europe’s fastest growing telecom operators, standardized application footprint and system consolidation by using Siebel CRM Open UI Open UI success stories from Marriott, American Airlines, BoxFusion Quite clearly, there is a fantastic interest in the Siebel CRM product as a key component of the CX suite and the Siebel CRM team did an awesome job at OpenWorld this year!. We strive to make our customers successful and our customers really see high leverage in the Siebel CRM product to achieve their business goals. Siebel CRM OpenWorld 2016 presentations are all available on the OpenWorld Event Catalog: OpenWorld Event Catalog (Siebel CRM filter) Read these blog articles from Siebel Hub which details Siebel CRM OpenWorld sessions  

Save the Date! we are pleased to announce a new Siebel CRM Roadshow in Toronto on Thursday 1st December. More details to follow!               In case you missed it, here’s some recent highlights for Siebel CRM...

Customer Success

Lets Go! Siebel CRM @ Oracle OpenWorld 2016

Celebrating 20+ years Customer Success in CRM This year at #OOW16, the Siebel CRM track will be more innovative than ever, with sessions and demogrounds available across primary industries, key technology areas and with leading, visionary customers presenting their key insights and success stories. Join the Siebel CRM team at Moscone West as they bring to you a whole host of innovative topics scheduled over 4 days. Day 1: Monday September 19th This year we open up on the first day with INNOVATION!, and a major product announcement. The next generation Siebel CRM Innovations (Core Technology & Applications - CON7177) details our latest innovations that were delivered in 16.0 as well as demos of our latest features of 17.0. It’s followed by a dedicated session on Open UI (Siebel CRM Open UI - Latest Innovations and Customer Successes - CON7181) which always generates excitement amongst our customers. The last session of the first day, Siebel CRM on Cloud (Siebel CRM in the Cloud (IaaS/PaaS) - CON7178) – find out how you too can deploy your Siebel CRM application on Oracle Public Cloud and other cloud platforms. Day 2: Tuesday September 20th Don’t miss the Siebel CRM Executive Strategy & Roadmap session with George Jacob (GEN7176), where we outline the future 15+ year roadmap for Siebel CRM and how it is transforming to adapt with the changing technology landscape and requirements for our pioneering customers. By the end of this session, you can rest assured that the rich product roadmap and vision ensures investment longevity in Siebel CRM. At the Customer Leadership Panel (CON7179), hear from leading, global, Fortune 500 customers, endorse our vision and explain how they use their Siebel CRM application today to provide competitive advantages. Finally, for Public Sector customers, we encourage you to attend the session on Managing Public Sector Relationships through Diverse Channels (CON7186) and understand through our case studies how to deliver the best possible citizen experience. Day 3: Wednesday September 21st Share your insights, ask questions, engage in discussions and discover Siebel CRM best practices at our immensely popular Meet the Experts session (MTE7189. If you’re a Financial Services company, be sure to learn how Siebel CRM continues to be the backbone of Financial Services Digital Transformation (CON7187). This is followed by a session on how leading Telecommunications service providers leverage Siebel CRM - Delivering Transformational Results in Communications Industry (CON7188). Day 4: Thursday September 22nd Our final day at OpenWorld, and one where we will cover the most forward-thinking, innovative examples of how customers are using the Siebel CRM platform to embrace modern disruptive technologies such as the Internet of Things (IoT). Hear about the latest Innovations in the Automotive Industry (CON7185) and case studies of how our customers are building solutions with Siebel CRM to enhance their ROI. After the Auto session – do not miss Siebel CRM and IoT (CON7180), where you will find out how customers are today leveraging existing Siebel CRM deployments to generate value and new revenue opportunities, via the automation of sales and service delivery processes with real-time insights from intelligent devices. Follow us on Twitter @OracleCRM  

Celebrating 20+ years Customer Success in CRM This year at #OOW16, the Siebel CRM track will be more innovative than ever, with sessions and demogrounds available across primary industries, key...

Customer Success

Siebel CRM Roadshow - Utrecht Highlights

Last week in Utrecht, the european CAB community gathered for our Siebel CRM Roadshow. This 2 day event in the trendy Oracle office space bought together our partners and key customers to discuss Siebel CRM strategy and roadmap amongst many other innovative topics. The key message from the latest Strategy and Roadmap presentation was that Siebel CRM has a vision and a plan for continuous innovation beyond 2030. Every year since Oracle acquired Siebel Systems Inc. in 2005, Premier Support has also automatically extended, and this will continue for a long time as our successful customers look to leverage Siebel CRM on-Premise (or Siebel CRM on-Cloud) and integrate with Oracle CX Cloud Suite, IoT Cloud and with other big data cloud solutions. There is categorically no truth what so ever with rumours in the market place about Siebel CRM innovation stagnating. In fact, our customer success stories exemplify this forward thinking strategy more than anything else. During the event Rabobank and ANWB showcased how they use Siebel CRM and Oracle Policy Automation (OPA) to streamline business rules and automate processes. Canon also pointed out that actually they use OPA with Siebel CRM and their own Internet of Things (IoT) integration solution; an intuitive way to make the modification of intelligent device specific rules seamless from application processes in Siebel CRM. Canon, have been using IoT technology inside their intelligent printers connected with Siebel CRM for automated service for years. The future of OPA was announced with key takeaways being Next Generation Interviews, Embedded fonts and barcodes in forms; Data Collection from Inferred Entities, Access Control for Policy Models and the HR Accelerator. Along with Siebel CRM strategy, Oracle CX Cloud Suite customer adoption case studies was discussed with a lot of interest shown into the integration approaches (Oracle Integrated Cloud Service) and augmentation, such as adding big data Oracle Marketing Cloud and Oracle Social Cloud to Siebel CRM. We have flagship customers taking this approach, General Motors were one of the pioneers to implement this hybrid CRM approach with Siebel CRM and Social Cloud; Panasonic also leverage Siebel CRM with Oracle Marketing Cloud for example. The future innovations for Siebel CRM presentation gave an insight into the new product announcements to expect at OpenWorld 2016. Siebel Composer is the major new product innovation to be available in 17.0. Other major enhancements are Workspaces (multi-branch), Test Automation, Product Configurator caching, Application Generation (role/device modules), Restful interface and Siebel CRM on Cloud (migration and deployment tools). The Siebel CRM roadmap will soon embrace machine learning and process automation - with the introduction of IoT enabled end to end solutions for process automation. Mastering this paradigm shift for CRM will be a 5 year+ focus for the team, well beyond 2022 as we move into a more efficient, productive and insightful ‘Predictive’ CRM landscape powered by artificial intelligence. New agile development solutions Siebel Composer, Workspaces and RESTful API were demonstrated, with so much interest in these innovations that the team will need to set up further collaboration sessions to cover it all!. With the Siebel CRM in the Cloud presentation, the opportunity for customers to move from a CapEx model to an OpEx model for hardware platforms to support the Siebel CRM application was a key highlight. With Oracle Cloud, all kinds of topology are possible, Private Cloud, Public Cloud, Cloud Machine etc. Finally, we heard all about Data Archiving best practices and cool innovation demos from our Oracle Advanced Analytics team (combining Siebel CRM data with other data sources using the Visual Analyzer to dissect the data intuitively) and our gold partner e-Up who have been working closely with our engineering team on solutions to automate the testing of end to end business processes. The demo illustrated how simple it is to mimic a user scenario in the application for testing and playback. A truly successful event, and the 6th Siebel CRM Roadshow event since May. Next up OpenWorld 2016! To read more about the event, read this post from our partner e-Up.

Last week in Utrecht, the european CAB community gathered for our Siebel CRM Roadshow. This 2 day event in the trendy Oracle office space bought together our partners and key customers to discuss...

Applications

Innovation Pack 2017

Following on from the release of Innovation Pack 2016 (16.0) in May, the engineering team are already deep into development for our 17.0 release.  The Siebel CRM IP2017 Statement of Direction has been published, and can be found on MyOracle Support, Doc ID: 2179185.1 The new 17.0 release has a clear focus on business agility as the exciting new Siebel Composer agile development innovations reach conclusion. Workspaces, which is a foundational block for Composer in 16.0 also is enhanced further. Composer and Workspaces are set to revolutionize the way developers configure and deploy the Siebel CRM application. Key innovations include: Siebel Composer – WYSIWYG UI development Multi-Branching Workspaces Application Generation - across role & device Automating Test Automation Cloud support – Oracle Public Cloud (OPC) REST Interface – metadata introspection, business entity-based auto-generation Product Configurator (with Oracle ACT) – caching, transparency Please read the Innovation Pack 2017 SOD for more detail on the above innovations. More information will be detailed at OpenWorld and continue to watch this space for more information as soon as it becomes available.                                     The new Siebel Composer.

Following on from the release of Innovation Pack 2016 (16.0) in May, the engineering team are already deep into development for our 17.0 release.  The Siebel CRM IP2017 Statement of Direction has been...

Applications

Siebel CRM at OpenWorld 2016

OpenWorld 2016 Siebel CRM continues to thrive as the most complete on-premiseCRM application on the market. This year at OpenWorld, the product team willannounce updates to the Siebel CRM product innovation roadmap and successfulcustomers will share their market strategy insights with Siebel CRM playing apivotal role in their business strategy. This year the Siebel CRM track will feature disruptiveinnovations, with sessions covering Siebel CRM in the Cloud, Business Agility,and new future plans for Siebel CRM integration with the 'Internet of Things'(IoT) as a platform. Demo stations are available to see the latest productrelease and discuss with our product experts. Moscone West This year all theSiebel CRM primary sessions will be in Moscone West rooms 2005 and 2008. Youcan find the Siebel CRM rooms, in Moscone West on the second floor. What our Customers canexpect? Get the latest executivestrategy and roadmap for the Siebel CRM product, including how to save TCO andhardware expenditure by hosting your Siebel CRM application in the Cloud. Augmentingnative Siebel CRM functionality with modern Cloud solutions, as well as Cloudco-existence and incremental transformation strategies to achieve greater ROI. Hear how visionarycustomers in Automotive and High Tech are using Siebel CRM as a platform to leverageIoT end to end solutions. Gain insight intocustomer experience innovations and how Siebel CRM is being transformed throughOpen UI and Mobile to enable complete cross-channel solutions. See the latestdevelopments with Siebel CRM Innovation Pack 2017 release, including SiebelComposer. Content & Demos Explore the Siebel CRMdemo zone which is also located on the second floor. There will also be a 'Meetthe Experts' session for Siebel CRM, where you can engage directly with ourproduct experts in a round table discussion. Details of Siebel CRMsessions and related sessions, including all session dates, times, and roomnumbers, are published on the Siebel CRM OpenWorld website Customer AdvisoryBoard (CAB) Event Siebel CRM CAB Event. Sunday,September 18th (9:00AM – 16.00PM.Grand Hyatt Hotel, 345 Stockton St, SanFrancisco, CA 94108) Grand Hyatt, San Francisco The agenda outline isas follows: 4 customerpresentations and case studies Deeper insight intothe future Siebel CRM roadmap and product features Open forum discussion Networking receptionand canapés looking out over the San Francisco skyline. Networking Events As always OpenWorldhas many great opportunities for networking. The keys events for your scheduleare: CX Central NetworkingReception. Tuesday, September 20th (6:00PM – 7.30PM. CX Central Exhibit Hall,Moscone West) OpenWorld AppreciationEvent. Wednesday, September 21st (7.00PM – 00.00 PST, AT&T Park) Siebel CRM OpenWorldClosing Party. Thursday, September 22nd (4:00PM – 7.00PM PST, The Press Club, Invitation Only) The Press Club, Wine Library

OpenWorld 2016 Siebel CRM continues to thrive as the most complete on-premise CRM application on the market. This year at OpenWorld, the product team willannounce updates to the Siebel CRM product...

Customer Success

The Roadshow Continues...

In 2016, we set about running a series of regional Siebel CRM Roadshows so we can engage more personally with our awesome customers and partners around the world and create a platform to share our latest innovations, future product roadmap as well as a forum for our successful customers to share their insights for their industry and marketplace and how they are using Siebel CRM to drive their business strategy. The initial response was great and our Roadshows proved to be a great success, so we've had to increase the number of Roadshows planned for this year ! In our first regional Roadshow events in London, New York and Los Angeles topics such as Siebel CRM 16.0 release, Open UI and Mobility, Siebel CRM on-Cloud (IAAS), Siebel CRM Integrated Cloud, Predictive Analytics, Machine Learning, IoT - have been covered. Both our product development team, our partners and other product teams at Oracle combined to deliver the insightful content. It was great to hear from our customers that they are also aligned with our innovation strategy. Our customers in High Tech and Manufacturing, as well as Automotive are already building out IoT based solutions with Siebel CRM as a core component of this architecture. Over the years, Siebel CRM has been used to harvest a great deal of valuable customer data by our global businesses. Our customers especially in Financial Services, gave insight how effective this data will be once machine learning and predictive analytic solutions can leverage it. We acknowledge in our roadmap that this data provides the perfect repository for which machine learning innovations can be applied, along with process automation - both are key areas in our product roadmap. We have Siebel CRM Roadshows in Austin (Texas) on August 10th, Mumdai (India) on August 24th, Utrecht (Netherlands) on September 5-6th, and we are also planning for Toronto (Canada) and Canberra (Australia) in October. Here you can see in the graphic below, the topics and companies that have participated in our Roadshows so far this year. We look forward to seeing you at our events in your region very soon!  

In 2016, we set about running a series of regional Siebel CRM Roadshows so we can engage more personally with our awesome customers and partners around the world and create a platform to share our...

Applications

Siebel CRM Innovation Pack 2016 is GA!

We are excited to announce the release of Innovation Pack 2016 (16.0) for more detailed information check out the 16.0 Release Datasheet and see the release highlights on this YouTube video.  With the new release we are continuing to enhance the Siebel CRM application mobile and industry solutions and also focusing on business agility. The Siebel CRM investment themes continue to direct our innovation strategy.  Our customer experience directive includes continued enhancements to with Open UI (all applications are now rendered in Open UI), and mobile solutions, including the new Siebel Mobile 2.0 application supporting the Android OS. We've also made it easier to migrate server side business logic to the offline mobile framework as well. New Open UI portals are available for eMarketing, eSales and Self Service, combined together with the eCustomer portal. New features that promote usability and productivity are added such as Simplified Search, CalDAV server for Siebel Calendar and CardDAV contacts synch. For industry solutions we have delivered added features to the Clinical Trials solutions with Subject Transfer and Satelite Site management functionality. Life Sciences benefits from eDetailing content follow-up feature and enhanced audit and compliance. All the new Open UI portals and mobile solutions are also available as cross-industry solutions. With business agility it is our goal to move configuration onto the web and 'Siebel Composer' introduced in 15.0 continues to evolve with further enhancements. Siebel Tools introduces 'Workspaces' a powerful development paradigm that will enable a more collaborative, parallel development experience. Application Usage Pattern Capture feature enables IT to analyze the usage patterns of their production systems, pretty much any activity or event in the application can now be tracked. In addition, to leverage cloud applications even further and support REST interfaces a new RESTful Web API is being delivered for Siebel CRM. To leverage the Oracle Integration Cloud Service, the availability of a complete catalog of all SOAP-based Web Services exposed by a Siebel CRM deployment is being made available via a Siebel endpoint. And there's a lot more! this extensive release includes: Customer Experience  All applications now in Open UI New Open UI portals Siebel eCustomer, Siebel eMarketing, Siebel eSales, Siebel eService High Interactivity / Standard Interactivity Desupport Siebel Calendar available as a CalDAV Server CardDAV contact synchronization Siebel Field Service Mobile Solutions Siebel Mobile 2.0 Siebel Remote using the Oracle Database XE Disconnected Mobility for Sales A conversion tool for server-side eScripts to Siebel Mobile Offline Script Simplified Search including Auto Suggest and Plug n Play search capability Office 2016 Certification Industry Innovation Clinical Trials, Accelerated Decision Making via Enhanced Productivity Clinical Trials, Subject Transfer and Satellite Sites Enhancements Driven by Life Sciences Audit and Compliance Messaging Plan Personalization and Call Planning Content follow-up for eDetailing Increased Agility Siebel Tools Workspaces NPAPI Deprecation - Desktop Integration Siebel Agent (DISA) Siebel Application Usage Pattern Capture Siebel Composer Developer Preview Standards-Based REST Interface Provisioned Fully within Siebel CRM Siebel CRM Interoperability with Oracle Integration Cloud Services (ICS) Unified Cache Manager Microsoft Outlook Add-in enabling file drag and drop into Attachments   Replacement of NetCharts with jqPlot charting engine There are also easy migration paths with IRM to take on the new release from 8.x, and 15.0. We hope you all like the new release!.      

We are excited to announce the release of Innovation Pack 2016 (16.0) for more detailed information check out the 16.0 Release Datasheet and see the release highlights on this YouTube video.  With the...

Applications

Superfast in-memory product bundling

New featuresintroduced for the Communications vertical in patch set 15.5 for in-memory productbundling configurations all sound pretty complex – what exactly do they do? Communicationservice providers (CSPs) offer bundled services to subscribers to get largerwallet share, single bill for subscribed services and assured revenue forcontracted period. An Upgrade promotion allows for the changing of subscriber’sexisting bundles to larger or smaller bundles based on the subscriber’sneeds.  Example: moving from double play (phone and broad-band) to tripleplay bundle that includes phone, broadband and IP TV or moving from singlewireless line to a family package. Soundsstraight-forward requirement and I’m sure we’ve all done this process as aconsumer on the phone or via the web portal. What’s coolabout the new features for Siebel CRM customers is that this allows the Telcoprovider to use in-memory processing for these upgrade promotions, providingsuper-fast response time (reduced by 60%). No more hanging around for it to beprocessed. The in-memory staging view improves user experience by allowing CustomerService Reps (CSR) to configure the target promotion. These enhancements willhelp in reducing call handling time and improve customer satisfaction. Figure 1 – Promotion Bundling, In-memorystaging view, seen on the iPad

New features introduced for the Communications vertical in patch set 15.5 for in-memory product bundling configurations all sound pretty complex – what exactly do they do? Communicationservice...

Applications

Disconnected Mobile Application for Sales

Sales representatives are highly mobile and oftenare at locations with limited or no connectivity. Consider the case of Tim, ahighly energetic sales representative. He starts his day by looking at hisappointments for the day and to prepare for the day’s appointments. He thereforeneeds access to account, contact and opportunity details on the mobileapplication. Before the meeting he also prepares by looking at the status ofpending orders and by reviewing the open opportunities. After his meeting withcustomers, he updates the customer profile with the information he has gathered.He also updates opportunities, creates leads and sets up follow up meetings andto do tasks. All this while, he can be at locations with no networkconnectivity. Tim needs a SFA application that works inboth online and offline mode. With Siebel CRM IP2015 and patch set 15.5 we haveextended the Siebel Sales mobile application to support disconnected mode on atablet. Key Capabilities The disconnected mode forSiebel Sales mobile application: Provides the same features and UI look-and-feel as connected mobile application Supportskey task flows for a sales representative Ishighly configurable; in terms of adding new entities, views, attributes, etc. Figure1 – Opportunity Management on the Sales Mobile application The application can be used by sales reps formaintaining customer profiles, closing deals and tracking tasks to completionfrom anywhere and at anytime. Benefits The Siebel Sales mobileapplication provides an integrated customer experience on tablet devices acrossconnected and disconnected modes, leading to increased adoption rates. Application can easily be enhanced and modified since it draws from standard Siebel CRM application development artifacts.

Sales representatives are highly mobile and often are at locations with limited or no connectivity. Consider the case of Tim, ahighly energetic sales representative. He starts his day by looking at...

Applications

Personalization of Messaging Plans

With Innovation Pack IP2015, patch set 15.5,we introduced a new feature called “Personalization of Messaging Plans” whichis an enhancement to the overall “eDetailing” feature introduced with IP2014.This feature allows Sales Reps of a pharmaceutical company to personalize themessaging plans based on some business rules as well as the needs of the HealthCare Professionals (HCP). The feature allows Marketing Administrators orthe creators of the messaging plans to define rules about specific messages e.g.those which could be mandatory because of FDA regulations. This will ensurethat every time a Sales Rep presents the messaging plan to the HCP, thespecific mandatory message will be presented. It also provides the flexibility to the SalesRep to organize the messaging plans by hiding some messages and ordering themessages in a different sequence to meet the needs of the HCP. When the plan ispresented, the Sales Rep will be able to capture the time spent on each andevery messaging plan item from the personalized plan and record the customer feedbackwhich could then be analyzed by the marketing department. Figure 1 – MessagingPlan list To understand more about Pharma eDetailing refer to this Glossary and Article.

With Innovation Pack IP2015, patch set 15.5, we introduced a new feature called “Personalization of Messaging Plans” which is an enhancement to the overall “eDetailing” feature introduced with IP2014.T...

Applications

Self Service applications integrated with Oracle Policy Automation

We first introduced a redesigned, Open UIbased Self Service application for Public Sector a couple of years ago. Then inIP2014, we introduced a pre-built integration with Oracle Policy Automation(OPA) for Screening for Services. With Siebel CRM IP2015, Patch set 15.5 wehave added a Benefits Application on Self Service that leverages an enhancedOPA integration. Agencies can leverage the Siebel Public SectorSelf Service application to enable citizens to view the information on variousservice programs, go through the screening process and apply for benefits withoutvisiting an office or calling up a call center. Figure1 – Public Sector Self Service application Citizens get a seamless user experience with aconsistent UI across different devices, even though in background OPA is usedfor the screening and application process. They will not have to re-enter dataalready provided and can complete the applications in multiple sittings. Theprogress bar provided at the top of screen showing the progress of applicationenhances the user experience considerably. Figure2 – Application process with progress bar The integration leverages integration objectsfrom Siebel CRM for the mappings. The standard controls such as drop downs,check boxes, radio buttons, Input Boxes, calendar / Data pickers, RequiredFields, etc are supported for the integration. Why It Matters Allows governments to focus on cross-channel, efficient citizen experience and service delivery, while quickly responding to citizens Absorb the complexity of constantly changing policy rulesReduce burden on call centers thereby reducing OpExApplication submissions with reduced errors & missing information

We first introduced a redesigned, Open UI based Self Service application for Public Sector a couple of years ago. Then in IP2014, we introduced a pre-built integration with Oracle Policy Automation(OPA...

Applications

Financial Services Mobile - Application Capture with OPA integration

Introducing Application Capture - enhancement available with Siebel CRM 15.5 patch set. The Siebel CRM Financial Services mobile application now contains more useful features for the modern day Relationship Banker. In IP2014 release, we introduced the Financial Services mobile application with a prebuilt Oracle Policy Automation (OPA) integration for Needs Analysis. We have now extended the product to provide an end to end solution including Needs Analysis, Recommendations Capture, Product Detailing, Application Capture and Signature Capture. Say what!? Needs Analysis and Application Capture leverages the integration with OPA. The relationship banker using the mobile application observes a seamless user experience as the interview / application is rendered on the UI leveraging the Open UI controls.     The integration pre-fills the customer information already available in Siebel CRM application so the banker doesn’t have to re-enter the data. The application can be saved mid-way and can be completed in multiple appointments. The progress bar provided at the top of screen shows the progress of the application and enhances the user experience considerably. We've basically created a logical application capture flow that aligns to the flow and feel of modern day mobile applications. Simple huh. Details captured in the application are written back to Siebel CRM and the relationship banker can capture the customers (electronic) signature, there and then, in the application to complete the process. Neat. Why It Matters Ability to complete application capture process while in front of customer Quick sharing of product details with customer Absorb the complexity of constantly changing applications Reduce burden on call centers and paper based transactions Application submissions with reduced errors & missing information  

Introducing Application Capture - enhancement available with Siebel CRM 15.5 patch set. The Siebel CRM Financial Services mobileapplication now contains more useful features for the modern...

Applications

Usage Pattern Tracking

SiebelUsage Pattern Tracking, a feature introduced in 15.5 is a framework module thatpacks immense potential. This feature allows Siebel administrators with theability to configure live systems to capture information on how end users areusing the application without adding performance or response time overheads. Theinformation gathered via this feature is invaluable as it can be analyzed,sliced and diced in many different ways to extract information that can be usedto improve the end user experience, lower total cost of ownership and/orpersonalize the application down to the smaller unit. The featureis capable of capturing user patterns that can be analyzed to determine fore.g. the 10 most visited views in the system, number of login/logoff sessionsin a period of time, how many fields are really used in an applet, top 5 viewswhere users spend the most time, the entire set of views all users haveaccessed over time, what was the user doing when they hit an error and whatsteps were performed getting to that point, etc. The possibilities are endless. Chart showing user login across applications Chart showing which applications are beingaccessed Chart showing the most access views in the application Chart showing the most access views in the application Chart showing the most active events in an applet There was a lot of excitement when Usage Pattern Tracking (UPT) was announced and we think this is a great new feature for our customers to start to utilize.

Siebel Usage Pattern Tracking, a feature introduced in 15.5 is a framework module that packs immense potential. This feature allows Siebel administrators with theability to configure live systems to...

Applications

OpenWorld 2015 - Review

OracleOpenWorld concluded another successful event last week in San Francisco. We arepleased by the positive commentary we continue to receive from both customersand partners alike. Throughoutthe week, Siebel CRM was frequently cited in the gamut of social media channelsand blogs, both for session content as well as for the popular Siebel CRMDemo-Pods. As such, we recap a few highlights: Sunday, October 25th -Siebel CRM Annual Customer Advisory Board Kickingoff the week of Oracle OpenWorld, the Siebel Customer Advisory Board convenedthe annual meeting at the Four Seasons Hotel. Our Customer Advisory Board meetsregularly and is made up of our leading, visionary customers who aim to providevital feedback to us helping us drive our product forward. Attendeesrepresented leading blue chip companies, across multiple industries,geographies and functional areas of business. George Jacob, Group VicePresident, CRM Applications, set the tone for a bright future ahead. The SiebelCRM transformation strategy comprising agility, innovation, cloud adoption andmachine learning. TheSiebel Development team was also present to provide demos and the latestprototypes of innovations such as Siebel Composer, 15.5 Innovations, Mobile applications,as well as well fielding questions during a round-table discussion, with topicsranging from IP 2016/2017 planning, Open UI, CX market trends, and the Siebelproduct roadmap specifically focused on the 'Internet of Things' (IoT)integration with Siebel CRM to leverage machine learning and enable processautomation. Forthe main part of the day we listened to four Siebel customers as they presentedtheir respective case studies and success stories to the CAB members. Rabobank,a large financial services institution in the Netherlands talked about theirsuccessful rollout the Open UI to over 30k users (including 20k concurrentusers). Oakwood, a leading provider of residential housing in the US presentedtheir Partner Mobile application, built using Open UI, with some cool UIstyling. General Motors, one of the largest automotive manufacturers in theworld, discussed how the industry is changing rapidly due to the introductionof self-driving cars, Uber style services, and the changing CX demands. We wereall enlightened with the convergence of manufacturers like GM needing tobecome software providers and software providers like Google looking atbuilding self-drive vehicles! Even with this rapidly changing direction,Siebel CRM remains the heartbeat of customer data in the GM platforminfrastructure. Interesting times ahead in this industry for sure!. ADP alsopresented their Open UI project, again another large scale deployment to 1000sof users and successful adoption of Open UI.  Theevening was capped by the WelcomeKeynote, with Larry Ellison,Executive Chairman and CTO of Oracle Corporation discussing design goals andachievements of Oracle. Keynotes and replays may be found at Oracle OpenWorld 2015 On DemandVideo. Monday, October 26th Oursessions kicked off on Monday with George Jacob, Darshan Kumar and Sonia Wadhwa in the Siebel CRM GeneralSession, presenting Strategy and Roadmap — Continual Innovation and CustomerSuccess. This was very well-received as indicated by attendance at nearcapacity. Theunderlying message hit home that Siebel continues to thrive, helpingorganizations achieve competitive advantages while adapting to disruptivetechnological changes. As a core component of the Oracle Customer Experienceproduct suite, Siebel is also positioned to leverage Oracle’s best-of-breedsolutions through Oracle Cloud integrations—delivering value and ROI for Oraclecustomer. Siebel CRM General Session Toback up this message, in a fitting closure to the day and again in an almost fullroom, the Siebel CRM Customer Success panel complemented and substantiated theearlier roadmap and strategy session. Thecustomer panel session, presented three great speakers - American Airlines,Sberbank, and General Motors, sharing their respective success stories; AAusing Siebel CRM to deliver one of the world's best andlargest Loyalty programs, AA also run their Admirals program in the Oracle Hosted Cloud. Sberbank using Siebel CRM for financial services atextreme large scale (92k users) across all Russia, and General Motors using SiebelCRM as a foundational platform for the automotive revolution and alsointegrating Siebel CRM with Oracle Social Relationship Management for SocialService. All great companies, delivering great customer experiences, andunderlying that Siebel CRM is a solid bet, evolving and well positioned tosupport their businesses for years to come. Tuesday, October 27th Sessionsfocused on Business Agility, Open UI, Mobile, as well as providing threememorable customer panels. The Siebel CRM Business Agility session introducedour new Siebel Composer Workspaces feature and Usage Pattern Tracking. In ourMobility session we showcased new Mobile applications and new Industryapplications features.  Inthe early afternoon, we introduced our team of experts to meet our customersover by the demo pods. Our customers certainly took the opportunity to talkface to face and 'Meet the Experts'. Our demo pod areas was crammed for 2 hoursas customers checked out new features in the product and asked detailedtechnical questions on Open UI. Siebel CRM Demogrounds 'Meet the Experts' The Siebel Open UI customerinnovation showcase, moderated by Darshan Kumar, Sr. Director, SiebelDevelopment, joined by Industry thought leaders from Australias' Department ofSocial Services (Public Sector) and Rabobank (Financial Services), demonstratedhow they have re-imagined the customerexperience by developing innovative solutions with Oracle’s Siebel Open UI. GlobalFinancial Services company CIMA co-presented with BoxFusion talking about howthey use Siebel Open UI to power their customer portal. We saw some pretty coolusability features and many were impressed to see how CIMA incorporate webanalytics into their Open UI portal so they can see how their customersnavigate the site. Ina parallel session, Siebel partner, Boxfusion Consulting, concluded the daywith Panasonic presenting a coexistence modelusing Siebel CRM with Oracle Marketing Cloud, Oracle Sales Cloud and ServiceCloud. Wednesday, October 28th Wednesdayand Thursday were all about our Industry solutions. In our first session we heard about Mobilink's success story using Siebel CRM as a customer experience platform and offering dynamic, personalized and competitive offers and packages to their customers; we also detailed ourroadmap for the Communications industry. Inthe afternoon sessions included: Public Sector, featuring City of Los Angelestalking about their 311 system powered by Siebel CRM and DELL Federal talkingabout how typically OnPremise Public Sector organizations can adopt hybridstrategies for cloud solutions. For Automotive, Tata Consulting, Fiat Braziland Volvo presented case studies on the transformation of their Customer CareServices and CX advantage. Aftera day of sessions and demo grounds - it was time to head to Treasure Island tosee Elton John and Beck perform! Thursday, October 29th Thefinal day of OpenWorld arrived, but no less a busy agenda of Siebel sessionsfor the day. We started with a cool insight from Westpac, and the mobileapplication for modern Financial Services as well as detailing our FinancialServices roadmap. Wehad a session on Life Sciences with Johnson and Johnson accompanied by Laerdal,discussing their Siebel success stories and our Consumer Goods session includeda customer panel, represented by Japan Tobacco, and partner, Hitachi Consultingrepresenting Masan from Vietnam. Towrap up the day we discussed Upgrade best practices for maintaining andsupporting Siebel CRM, and how quick adoption of Siebel Innovation Packsprovides for greater business agility. Theday was rounded out by a last farewell and closing reception for our Siebel CRMcustomers at the cool Novela Bar, which waswell attended by both customers and partners alike. Itwas awesome to see how our customers are using the SiebelCRM product in many different, innovative ways toovercome business challenges and improve CX for their customers.We received some great feedback from our customers, certainly thatthe future looks bright for Siebel CRM, the world is transforming and SiebelCRM provides a solid, proven platform to use as a foundation for customerexperience, cloud technology adoption and the future of machine to machineinteractions automating business processes that have been perfected in SiebelCRM over the last two decades. Excitingtimes ahead for Siebel CRM innovation. 

Oracle OpenWorld concluded another successful event last week in San Francisco. We are pleased by the positive commentary we continue to receive from both customers and partners alike. Throughoutthe...

Applications

Highlights from the Telco CAB in Paris

Telco thought leaders from the around the world met up recently at the Oracle Communications Customer Advisory Board (CAB) in Paris, this isan exclusive network event of forward thinking Communication Service Providerswho shape the future direction of Oracle Communication product suite. The CABis typically held annually, but this year due to request from several of ourEuropean customers, we had a second CAB in Paris. As part of the CRM ProductDevelopment team, we hosted a 2-day program for the Communications CRM track.Our key takeaway from the Paris CAB is that Siebel continues to be the #1CRM product in Communications. Oracle continues to drive the market leading Siebel CRM product offering, with a rich product roadmap tailored for Telco, focused on customer experience, industry innovationand business agility. We demonstrated the new user experience in the latestSiebel CRM release and gave a sneak preview of what’s coming up with Siebel Composer.  Wepresented our roadmap, allowing our visionary customers to provide valuable feedback. In addition,we had an all-day workshop on product bundling, and it was enlightening to seehow our customers are actually using the product in innovative ways to sell theirofferings. We learned about trends and technologies like IOT/M2M, digital andomni-channel, that our customers are evaluating and how this will impact ourproduct’s future.  The CAB is the real placewhere relationships grow between customers and vendor. The networking continues and everything getskicked up a notch over exquisite french food!!. After a packed two-day event, the team also managed a trip to the Eiffel tower and took the opportunity to learn a bit of french!. AuRevoir, Paris! Oracle Comms Team

Telco thought leaders from the around the world met up recently at the Oracle Communications Customer Advisory Board (CAB) in Paris, this isan exclusive network event of forward thinking...

Applications

Siebel CRM at OpenWorld 2015

Siebel CRM continues to thrive as the most complete on-premise CRMapplication on the market with thousands of customers and millions of userscounting on it every day to deliver business value and great customer experiences.Oracle continues to be committed to Siebel CRM with a rich innovation strategyand product roadmap. This year the Siebel CRM track will showcase more innovative thanever, with sessions and demogrounds available across primary industries, keytechnology areas and with leading, visionary customers presenting their keyinsights and success stories. Our product management anddevelopment team will be there in good numbers and of course we'll be blogginghighlights too, right here... Siebel CRM Showcase Join Oracle Siebel CRM at OpenWorldand learn about the latest trends, best practices, product strategy and ourinnovation roadmap. Our focus is around CRM Transformation, and this message isbeing delivered through our customers. Our customers will be talking aboutcustomer experience initiatives and how they are using Siebel CRM to manage thechange of customer expectation. We will see great examples of how our customersare using Open UI to create modern interfaces for Siebel CRM and mobileapplications. Leading customers across all our primary industries will besharing their Siebel CRM application insights and stories; and we will hearfrom our customers that are augmenting Siebel CRM with Oracle Cloud solutionsto meet the needs of the CX revolution. Check out the blue chip companiesand innovators who will be representing Siebel CRM Moscone West 2007 is the place tobe! This yearall the Siebel CRM primary sessions will be in room 2007. So there’s no way youcan get lost between sessions! Youcan find the Siebel CRM room, Moscone West 2007 on the second floor. Content& Demos The team has an engaging lineup ofmore than 20 sessions and demonstrations available. Explore the Siebel CRM demozone which is also located on the second floor. Details of Siebel CRM sessions andrelated sessions, including all session dates, times, and room numbers, arepublished on the Siebel CRM OpenWorld website NetworkingEvents Did someone say party? it’s not allhard work right! As always OpenWorld has many great opportunities fornetworking. The keys events for your schedule are: CXCentral Networking Reception. Tuesday, October 27, 2015 (6:00PM – 7.30PM. CXCentral Exhibit Hall, Moscone West) OpenWorldAppreciation Event. Wednesday, October 28, 2015 (6.30PM – 00.00 PST, TreasureIsland) SiebelCRM OpenWorld Closing Party. Thursday, October 29, 2015 (4:00PM – 6.00PM PST, InvitationOnly)

Siebel CRM continues to thrive as the most complete on-premise CRM application on the market with thousands of customers and millions of userscounting on it every day to deliver business value and...