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 of 1000+ Siebel consultants globally with an average of 10+ years of product experience and 15+ years of industry experience – spread across 6 centres in India and 4 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 Gen AI, Hybrid Cloud along with complementary solutions from other CX Cloud products.
IBM has done on average 75 projects in the last 20+ years 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:
Consulting and Advisory, Implementation and Managed Services:
- AI Solutions built for Industry and Enterprise
- Business and Digital Transformation leveraging Siebel CRM
- Cloud Impact Assessment (CIA) for Siebel CRM
- Siebel Implementation and Support
- Siebel Upgrade Services
- Siebel Application Migration Services to OCI
- One-stop shop for Oracle CX Cloud & AI Infrastructure and Services
What are your key Cloud (SaaS, PaaS, IaaS) offerings and services that relate to Siebel CRM?
Our Siebel CRM – Cloud offerings are:
- Oracle Cloud Impact Assessment for CX
- Siebel and CX Cloud Preconfigured Prototypes
- Key Design Questionnaire for Coexistence (CX Cloud and Siebel)
- CX Cloud Configuration Workbooks
- 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
What other products or innovations have you created that complement Siebel CRM?
We have the following innovations:
- 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
- IBM Garage for Generative AI journey
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 upgrading and modernizing a project for a Public Sector client in India.
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 AI & robotic automation.
- Combining the best of Oracle CX technologies and IBM’s AI 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.