Access everything in your Siebel CRM deployment through a single, powerful API

Organizations that pivot from a product centric to a customer centric approach, require API driven applications in order to enable seamless customer experiences for B2B and B2C markets.

The advent of Industry led API standards is accelerating this process, API-first, headless applications that can power web, mobile, and AI-driven experiences are more emerging as more strategic platforms.

Maximum re-use is essential for many organizations that have been running Siebel CRM for years, investing significantly in custom business processes and workflows that support mission-critical operations.

Siebel Open Integration supports this evolution by enabling secure, performant REST-based access to existing Siebel CRM objects: Business Components, Business Services, Applets, Workflows, Data etc. through a single API.

The result is a faster, flexible and more cost-effective path to providing modern CRM solutions whilst preserving the value of long-standing implementations.

Maximum re-use

    Many CRM processes were designed to be initiated through the employee facing user interface, reflecting how Siebel CRM was originally consumed. As organizations expand toward API-driven, omni-channel, and automation-focused architectures, they increasingly evaluate how to reuse these existing processes in a broader set of scenarios that span the domain of the Siebel CRM deployment.

    As part of the REST API auto-generation process with Siebel Open Integration, existing customizations are preserved. The APIs honor the unique business processes customers have developed over time, enabling maximum reuse and minimizing additional development effort.

    This approach avoids the need to reimplement UI-level processes as separate Business Services or Workflows, helping reduce TCO, technical debt and configuration complexity.

    Simplistic “Headless” CRM enablement for Developers

    Consider the need to build bespoke Customer Self Service portals, or building new unified employee applications outside of Siebel, or Agentic AI conversational chat interfaces that may require accessing data and processes for execution. These typical scenarios may include Contact\Account creation, Opportunity management, cross-application updates, and workflow invocation.

    In a “headless” architecture, these types of operation are required for all types of object and need to be exposed through standardized REST API endpoints. Developers and Architects responsible for piecing together systems and applications in a headless stack, require easy to use, flexible and scalable APIs.

    Agentic AI

    Agentic AI processes and headless, API-based systems are similar because both work without a user interface and are driven entirely by instructions and data, not buttons or screens.

    Autonomous Agents are the decision-maker which means that for successful operation they need to fully understand the context of the application processes and mimic human / user behaviour.

    With Open Integration, all objects, artefacts, logic and context are made available through a simple API, meaning that agentic AI processes can successfully interoperate with the Siebel application as if it were a human. Without Open Integration, agentic AI processes are still possible, but only through the business objects and data layer.

    To reuse existing UX processes or logic for AI Agents would require rebuilding outside of Siebel, or rebuilding the processes and logic into business object level processes. This is complex for Agentic AI interoperability and certain UI layer application context or stateful logic may not be available when rebuilt in a business object.

    Simplified creation of advanced user interfaces

    By exposing all of your Siebel CRM functionality through a REST API, organizations can create custom user interfaces outside the traditional CRM UI framework with ease. This simplifies and accelerates the development of tailored experiences while maintaining consistent behavior and business logic.

    The REST APIs expose UI metadata from Siebel CRM to assist developers in generating new user interfaces using alternate frameworks. This metadata also simplifies the integration and “mash-up” of Siebel CRM with other enterprise applications through a common API interface.

    Consider a UX Developer, working with a specific UI framework, tasked with creating a UI for Service Agents to work with SRs. Some of these Service processes may have already been defined in the Siebel UI for many years. Using Open Integraiton, the Developer can easily access and call the existing Service processes via a simple REST API, requiring zero reconfiguration effort.

    Without Open Integration, the Developer would need to recode the same UX processes somewhere else from scratch, which would increase the technical debt, duplicate business logic making ongoing maintenance and future customizations harder, and of course there is an additional cost associated with this.

    Siebel Open Integration “Under the hood”

    Siebel Open Integration is built on a modern Helidon SE based Microservices architecture that talks to the Siebel Server to serve the APIs. It allows teams to adopt headless and integration-first architectures while continuing to leverage existing Applets, Views, Business Objects, Business Services, and Workflows.

    Siebel Installer is used to deploy Siebel Open Integration which can also be obtained as image. An API microservice can be deployed directly from a pipeline for local testing or can be automated using Siebel Cloud Manager.

    It is important to note that the Siebel Open Integration REST APIs are auto-generated based on the underlying configurations and is therefore a completely low code/no code platform solution. There is no extra effort required by Developers or Architects.

    At a high level, Siebel Open Integration:

    • Allows Siebel CRM to operate in a headless mode
    • Enables systems to interact through APIs
    • Orchestrates end-to-end processes across multiple applications
    • Delivers scalable, secure, and performant access

    The framework exposes consistent REST patterns for:

    • Applets (UI-level CRUD with context)
    • Business Objects and Business Components
    • Business Services
    • Workflows

    There are three main components of Siebel Open Integration – 1) the configuration JSON file 2) a pipeline that generates the required API artifacts based on the JSON configuration 3)the final deployable JAVA jar.

    • The config.json file contains all the configuration such as connectivity details, resources to be exposed and a profile.json file where all the Siebel specific configuration, security related parameters etc can be specified.
    • The application generation pipeline fetches the Open API description for the resources defined in config.json and creates Java implementations for binding to Siebel.
    • This pipeline also compiles and generates and deploys the Helidon microservice.

    The config.json file contains all the configuration such as connectivity details, resources to be exposed and a profile.json file where all the Siebel specific configuration, security related parameters etc can be specified.

    Test drive Siebel Open Integration

    Register for our upcoming Customer Connect webinar on Siebel Open Integration to understand configuration options, security models, and real-world use-cases, and evaluate how it can support your Siebel CRM modernization strategy.