Achieving Digital Transformation with Oracle's Siebel CRM

Siebel CRM & Oracle Live Experience

John Bedford
Director, Product Strategy

We live in a mobile world - 95% of consumers are mobile and 70% are highly engaged through their mobile applications. However, consumers are fed up with poor customer engagement experiences and outdated approaches to customer service. Imagine if your organization could modernize the customer journey using digital customer engagement from one that is frustrating, disjointed and time-consuming to one that is proactive, seamless and meaningful.

With Oracle Live Experience, you can easily extend Siebel CRM such that agents can offer proactive, digital engagement directly from within the Siebel UI. The result is the ability to apply a mobile-first strategy which empowers line of business teams to improve key CX metrics such as increases in CSAT score, retention, sales & loyalty.

Oracle Live Experience Cloud is a SaaS application that enables enterprises to modernize customer experience with digital engagement. A standard Siebel CRM integration with Oracle Live Experience can help drive digital transformation initiatives.

By extending the familiar Siebel CRM UI with Oracle Live Experience (LX) it is possible to deliver new context-aware, modern digital engagement channels including voice, video and screen sharing to their customers.  

Key benefits:

  • Improve customer experience
  • Deliver modern engagement to your customers
  • Ability to upsell during engagement
  • Opportunity to differentiate from competitors
  • Cloud agility & innovation
  • Leverage existing Siebel CRM investment

The following features are provided with the Oracle Live Experience integration:

  • Easy to integrate widget providing in-app engagement channels (contextual voice, 1 / 2 way video, screen share)
  • Proactive engagement scenarios using customer context
  • Intelligent routing using customer context
  • Modern associate portal and digital collaboration tools (escalation to video, screen sharing, spotlighting & annotation)
  • Initiate scheduled meetings via an auto-generated URL
  • Recording, transcription & interaction store across all channels
  • Insight and analytics. Optimized RTC cloud platform
  • Oracle Live Experience is GDPR compliant

Read about the latest features here

Call Center agents view of Oracle Live Experience integration with Siebel CRM.

Find out more about Oracle Live Experience here

Click here to read the Technical Walkthrough of how to integrate Siebel CRM and Oracle Live Experience easily. 

If you would like further information or to talk to our team about Live Experience, please don't hesitate to get in touch.


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