In today’s experience-driven economy, customers demand personalized, seamless, and timely interactions at every touchpoint. Yet, many organizations fall short due to fragmented data and disconnected systems. By integrating Siebel CRM with CX Unity, businesses can unlock a data-driven Customer 360, enabling smarter engagement, real-time insights, and more informed decision-making.

What is Customer 360?

Customer 360 refers to the comprehensive view of a customer across all interactions, transactions, behaviors, and preferences. This unified profile becomes the foundation for:

  • Empowered contact center support: Gives agents a complete view for faster, personalized service.
  • Informed decision-making: Provides leaders with actionable, data-driven insights.
  • Targeted marketing: Enables personalized campaigns based on real-time insights.
  • Smarter sales engagement: Surfaces relevant opportunities and next-best offers.
  • Proactive service delivery: Anticipates needs and triggers timely actions.

Why combine Siebel CRM with CX Unity?

Siebel CRM continues to serve as the operational backbone for many enterprises, particularly in telecom, finance, and utilities, managing customer data, transactions, and service workflows. By integrating Siebel CRM with Oracle CX Unity, a powerful Customer Data Platform (CDP), organizations can enrich operational data with real-time intelligence. CX Unity unlocks advanced capabilities such as predicting Customer Lifetime Value (CLTV), identifying churn risk, and powering AI-driven Next Best Actions and Next Best Offers. Together, Siebel and CX Unity deliver a true Customer 360, enabling smarter engagement and measurable business outcomes.

How it works

Siebel CRM and CX Unity work together to unify and enrich customer data, turning it into actionable insights.

  • Data Ingestion: Customer, account, interaction, and transaction data from Siebel is streamed or batch-loaded into CX Unity.
  • Customer Profile Attribution Enrichment: CX Unity enhances customer profiles by incorporating zero-party (directly shared), first-party (owned), second-party (partner), and third-party (external) data, creating a richer and more complete customer view.
  • AI Insights: Advanced AI models in CX Unity analyze the enriched data to generate predictive metrics such as Customer Lifetime Value (CLTV), churn risk, and recommendations for Next Best Actions and Next Best Offers.
  • Customer 360: These enriched attributes and AI-driven insights are integrated back into Siebel Customer 360, delivering a comprehensive and actionable customer profile.

Data-Driven Customer 360

Image showing the enhanced Customer 360 view with 1st party data from Siebel CRM and data enrichments from CX Unity. 

Key Benefits

There are numerous business benefits from an enhanced Customer 360, but the most significant are: 

  • Unified Customer Data: Combine comprehensive operational and transactional data in Siebel CRM with CX Unity’s real-time behavioral insights to build a complete, accurate Customer 360.
  • Predictive Analytics for CLTV and Churn: Use AI models to analyze both transactional history and behavioral data, enabling precise predictions of Customer Lifetime Value (CLTV) and churn risk for proactive retention.
  • Personalized Next Best Actions and Offers: Leverage detailed customer profiles including purchase and service history to deliver AI-driven Next Best Actions and Next Best Offers tailored to individual needs.
  • Enhanced Contact Center Effectiveness: Empower agents with a 360-degree view that includes transaction history and operational context, speeding up issue resolution and improving customer satisfaction.
  • Robust Data Governance and Compliance: Maintain control over diverse customer data types with CX Unity’s governance framework, ensuring compliance without hindering agility

Break Silos, Build Loyalty, Drive Growth

Your customer experience is only as strong as your understanding of the customer. With Siebel as your intelligent CRM foundation and CX Unity as the real-time data and insight engine, you can break down silos, enrich every interaction, and unlock a true Customer 360, powering the connected, personalized experiences that drive loyalty and growth.

Please don’t hesitate to get in touch with me to plan your path to an enriched Customer 360 in Siebel CRM.