Achieving Digital Transformation with Oracle's Siebel CRM

Partner Spotlight - IBM

For this Partner Spotlight we talked with Mohan K. Reddy, Oracle Customer Experience and Digital Transformation Practice Leader at IBM.

IBM has a large Siebel CRM practice with 1000+ Siebel consultants globally with an average of 15+ years of product experience and 18+ years of industry experience – spread across 6 centres in India and 10 near shore centres. They have significant investments in capability development and innovations in Siebel areas in collaboration with Oracle with focus on growth areas like hybrid cloud along with complementary solutions from other CX Cloud products.

IBM has done more than 1900 Siebel engagements worldwide for 1000+ clients and have several current active Siebel projects - 60 including new transformation/implementation, upgrades and support.

What are your key Siebel CRM related offerings and services that are available?
IBM is a leader in Siebel Implementation and offers a full range of consulting and advisory, implementation and managed services:

  • Business and Digital Transformation leveraging Siebel
  • Siebel Strategy and Due Diligence
  • Siebel Implementation and Support
  • Siebel Upgrade Services
  • Cloud Impact Assessment for Siebel
  • Siebel to CX Cloud Migration Services
  • One-stop shop for CX Cloud & AI Infrastructure and Services
  • Solutions built for Industry and Enterprise

What are your key Cloud (SaaS, PaaS, IaaS) offerings and services that relate to Siebel CRM?

IBM’s key cloud offerings leverage Agile, Automation and Cognitive backed by an assets-driven delivery approach and IBM Oracle Cloud method. These offerings will help accelerate each step of the cloud journey for our clients.

  • Oracle Cloud Impact Assessment for CX
  • Siebel and CX Cloud Preconfigured Prototypes and Workbooks
  • Key Design Questionnaire for Coexistence (CX Cloud and Siebel)
  • IBM Toolkit for Siebel to CX Cloud Migration
  • IBM Toolkit for CX Cloud Integration and Extensions
  • IBM Toolkit for Automated Testing in Siebel and CX Cloud
  • IBM Oracle CX Cloud Garage
  • IBM Oracle Rapid Implementation Toolkit for CX Cloud
  • IBM Oracle Cloud Method

What other products or innovations have you created that complement Siebel CRM?

IBM’s Continuous Delivery Model focuses on driving higher value for Siebel clients along with introducing Innovation Value through CX Cloud migrations & implementations to drive faster adoption of Oracle Cloud. This will help modernize current investment in Oracle CX Siebel and set the stage for value realization for our clients by expanding with leading Oracle Cloud solutions.

We have the following innovations that are being implemented for our clients:

  • Oracle Siebel and CX Cloud solutions embedded with cognitive & robotic automation
  • Cognitive Sales Enablement for Oracle Siebel and Oracle CX Cloud
  • Cognitive Virtual Agent for Oracle Siebel and Oracle CX Cloud
  • Cognitive Agent Assist for Oracle Siebel and Oracle CX Cloud
  • Mobile Apps for Partner and Consumers with Oracle Siebel
  • Microservices with Oracle Siebel
  • DevOps and Agile Delivery for Oracle Siebel
  • Cloud Migration Services for Oracle Siebel
  • Oracle Mobile Cloud Services for Oracle Siebel and Oracle CX Cloud
  • Oracle AI Services for Oracle Siebel and Oracle CX Cloud
  • IBM proprietary Assets and Accelerators for Oracle Siebel

What recent Siebel CRM customer success stories do you have to share?

IBM supports 3 out of the top 5 largest Siebel deployments in the world (as classified by Oracle) and is currently involved in implementing a project for a Public Sector client in India which has the potential to become the largest for Oracle, in terms of number of users.

Client satisfaction: References scored IBM very high in critical satisfaction rankings. We’re currently involved in transforming and supporting our large Siebel clients for co-existence with CX Cloud and layout migration path to cloud.

Few quotes from clients and leading analysts:

“IBM is a leader due to its vision, scale and integrated approach to providing solutions."

“IBM is a good fit for enterprises looking to transform their businesses to enable interactions with customers in the domains of banking, insurance, securities, transportation and retail."

What is your vision for Siebel CRM innovation and Digital Transformation?

  • Siebel CRM solutions extended with Cloud and embedded with cognitive & robotic automation.
  • Combining the best of Oracle CX technologies and IBM’s cognitive and automation capabilities in offering market leading solutions.
  • IBM continues to invest in Siebel and build new capabilities in CX Cloud solutions to help customers on their CX journey.

For more information on Siebel CRM solutions and services, visit the IBM website.