Siebel CRM Strategy & Roadmap

Confidential – Oracle Internal/Restricted/Highly Restricted

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Siebel CRM
Strategy & Roadmap
George Jacob
GVP, CRM Applications
September 20, 2016

Safe Harbor Statement
The following is intended to outline our general product direction. It is intended for
information purposes only, and may not be incorporated into any contract. It is not a
commitment to deliver any material, code, or functionality, and should not be relied upon
in making purchasing decisions. The development, release, and timing of any features or
functionality described for Oracle’s products remains at the sole discretion of Oracle.

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 4
Innovation
Vision
Value

Vision
Oracle Confidential – Restricted 5

Delivering World-Class Modern Customer Journeys
2. Tailor my engagement
based on all interactions
3. Personalize best offer
for my budget and needs
4. Keep the transaction
process simple
7. Anytime/anywhere
customer care
8. Listen and
share my experiences
1. Provide me with relevant
and timely content and offers
5. Flawless and
on time delivery
6. Personalize timely and
relevant recommendations
6Oracle Confidential – Restricted

Oracle CX Portfolio
7
The Automation Imperative
WEBCONTACT
CENTER
SOCIAL
MOBILE
FIELD SALES
FIELD
SERVICE
STORE
IOT
CLOUD MACHINE IAAS PAAS DATA AS A SERVICE
INTEGRATION CLOUD
SERVICE
MACHINE LEARNING
CX FOUNDATION LAYER
CX APPLICATIONS
INDUSTRY SOLUTIONS
MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE
IoT CLOUD SERVICE
Oracle Confidential – Restricted
SIEBEL CRM
Person-to-Person Person-to-Machine Machine-to-Machine

Siebel CRM CX Journey
Transform Your CRM Platform into a Modern CX Platform
Modern
CX
Modern, Best of Breed Cloud Solutions
CRM with Vision, Innovation and Value
Rich Product Roadmap

Applications Unlimited
Siebel CRM Roadmap – Endurance with Agility
Annual Innovation Packs (IPs), Monthly Patch Sets
2030+2017 2018 20212013-15 2016 2019 2020
Cloud Augmentation
IP2013-15
IP2016
IP2017*
IP2018
IP2019
IP2020
IP2021
IP2030+
Cloud-Ready
Composer
RESTful APIs
Process Automation
(Cross-Industry)
Agile Upgrades &
Development, Open
UI & RWD, Mobility
Partner, Customer Apps
Usage Pattern Tracking
Machine Learning
(Cross-industry)
Real-Time Analytics
Voice
IoT launch
20232022
IP2022
IP2023
* 0-12 months
Oracle CX Suite integrations
Sales/Social/Service/
Documents & Commerce
Oracle Integration Cloud Service (ICS)
Siebel On Cloud (IAAS)
Industry-specific
Automation
Industry-specific
Learning
Autonomous
CRM
AI-driven Business
Insights
Advance the integration of core Oracle Cloud solutions; adoption of
new Oracle Cloud disruptive technologies, simplified with Oracle (ICS)

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 11
Siebel Transformation Strategy
Open UI & Mobile Apps
Industry Innovation
Business Agility
Autonomous CRM
2011-2016
2014-2018
2016-2030+

Innovation

Future-Proofing Siebel CRM
Investment Longevity Guaranteed
SIEBEL CRM
Automation Platform
Leverage and achieve business
process automated excellence
Enhance UX
Create Intuitive UX and
Mobile Apps with Open UI
Augment with Cloud CX
Add Big Data Cloud solutions with
an integrated hybrid approach
Cloud Platform
Deploy Siebel CRM On Premise or
On Cloud.
Agile Innovation
Agile development, real-time
deployment and automated testing
Autonomous CRM
Easily take advancement of Machine
Learning and Predictive Analytics

Increased Value for Everyone
““Siebel CRM can
now be deployed On
Premise or On Cloud,
this provides great
flexibility and
reduced TCO. With
the latest releases
patching and
upgrade is much
quicker and more
agile”
“New features in
automation now
make it possible for
me to easily record
user application
flows and even
design the
application myself”
“We can easily adopt
new technologies
onto the Siebel CRM
platform: Cloud CX
Suite, Big data and
IoT solutions as well
as custom apps. This
integrated approach
also means less
disruption to our
business”
“Open UI and
Composer enable
quick changes that
allow us to take
advantage of new
business
objectives”
“New features
with Siebel
Composer and
Workspaces,
enable real-time
team development
and a browser-
based design
experience”
“The Open UI
framework enables
a User Experience
suited perfectly to
our roles and daily
life across desktop,
tablets and phone”
Business
Analyst CTO Strategist Developer End UserHead of I.T.

Cloud Enabled
Managed Cloud
Move your deployment to the cloud on
the latest versions of Oracle software
Infrastructure Cloud
Leverage cloud infrastructure platforms
with your Siebel CRM application
Hybrid Cloud
Integrated Oracle CX Cloud solutions to
augment Siebel CRM

• Cost
– Use your existing licenses
– Use your existing customizations
– Monthly service cost based on usage of IaaS, PaaS
– Periodic technology refresh
• Convenience
– Elasticity for IaaS, PaaS
– Options
• High Availability and Disaster Recovery
• Siebel Managed Service (previously OMCS)
• Oracle Cloud Machine (on-premise)
Siebel CRM on Oracle Cloud

Oracle Cloud Machine – Cloud Behind Your Firewall
Fluid Migration of IaaS and PaaS Workloads
On-premises Oracle Cloud Platform
Same Software, Compatible APIs, Seamless Workload Portability
Addresses Business or Regulatory Requirements
Compute • Storage
• Integration
Java
• MobileDeveloper
• Documents• Process • Identity
• Messaging
IaaS
PaaS
IaaS
PaaS

Integration Cloud Service
Simplify Connecting
Key Features
• Hub-and-spoke
• Wizard-based user interface
• Support both on-premise, cloud
How It Works
1. Decide which apps to connect
2. Map the passing of data between them
3. Go!
Oracle Integration Cloud Service (ICS)
Oracle
Marketing Cloud
Oracle
CPQ Cloud
Oracle
Sales Cloud
Oracle
Commerce Cloud
Oracle
Service Cloud
Oracle
Social Cloud
3rd Party Cloud services
Oracle On-prem apps
Siebel, PSFT, EBS, JDE, …
3rd Party On-Premise apps
Oracle Customer Experience Cloud
Oracle
ERP/SCM Cloud
Oracle
HCM Cloud

IP 2016 User Experience
List applet with 5 records
List applet with 1 record
Field Service
eMarketing
eSales
eService
eChannel

IP2015
- Concept Demo
- No SRF, No SWT
- Web Tools
IP2016
- Workspaces
- RESTful APIs
- WYSISYG UI Development
IP2017
- Parallel Development
- Metadata APIs
- Unified Apps
- Layout Editor
- Role based Development
- Flow Builder
Siebel Composer: the journey

• Record & Replay
– No automation scripting required
– Increased velocity for test coverage
– Increased coverage across Browsers, Mobile,
Cycles
• End to end Test Management
– Manage Test Cases and Test Cycles
– Perform Analysis and Reporting
– Automated Test bed set up
21
Automating Test Automation
Organize
Test
Bed
Run TestsReport
Plan
Cycles
Capture
Tests
Siebel Test Management
Test
Suites
Test Sets
Test Cases
Test Results
Test Cycles
Releases
70 reduction
in effort
when compared to Coding
%

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Siebel CRM 16.0 developed using Workspaces
• Workspaces a proven solution with over 300 developers using it to build 16.0 and 17.0+
• Over 800 workspaces in operation, multi-branching and multi-lingual
• New Test Automation innovations expected to decrease testing effort by 70%
Large scale, parallel
development, the future of
Siebel CRM application design
Siebel CRM
Development

Modern Business Agility
23
8. High Availability
Scale up/down
1. Installation, Upgrade 2. Customization &
Development
5. Test
Manual & Automated
6. Training & User acceptance
7. Move to Production
3. Configuration
4. Deployment
• Traditional Installer or CHEF
• ~50% smaller Installer
• CHEF on Oracle Cloud
Siebel Instance in < 1 hr
• Parallel Development
• Siebel Approval Manager
• Outbound REST, Open API
• Siebel Composer
Simplified Dev-2-Prod &
Dev-2-Test, via REST Services
• Dynamic, highly available,
clustered registry
• Unified User, REST &
SOAP interface
Built-in Test
Automation Module
• Dynamic enterprise registry
• Monitoring & Patching using
Oracle Enterprise Mgr
Browser based or Oracle
Enterprise Manager based
configuration
UPT Enhancements for
granular user action tracking

Rich History
Successful Siebel
CRM Customers
6000+
worldwide
23 years delivering
the best-in-class CRM
and customer success
22
Languages
in a single repository
65,000 users
Largest concurrent
customer deployment,
robust scalability
21
Industry specific
applications
11 major Siebel CRM
releases since the
Oracle acquisition.
Committed, continuous
investment

Strong Future
Platform
Siebel CRM seen as a
platform to embrace
IoT and Process
Automation
CX augment Siebel
CRM with CX Cloud
Suite and leverage Big
Data solutions
Reduce TCO
OpEx model for
hardware with Siebel
CRM on Cloud
Siebel Composer and
Workspaces - realtime
changes and browser based
collaborative development
Agility
Easier than ever
to Upgrade, regular
monthly patches.
Test Automation
reduces effort / cost
Intuitiveuser
experiences realised
with Open UI

Active Customer Advisory Board
Strong Group of Participants
• Industry leaders
• LOB and IT representatives
• Cross functional and global
Monthly Virtual Meetings
• Virtual interactive CAB
• Feedback on product direction
• Share progress with latest releases
• Product demos and customizations
Roadshows & OpenWorld Meeting
• Engage with product development
• Share case studies & best practices
• Network and learn

Siebel CRM customers are working with the latest release (8.1.x/8.2.x)
92%
SIEBEL CRM SUPPORT MATRIX
SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY
6.x Jun ‘05 Dec ‘07 Indefinite Maintain
7.5.x Dec ‘08 NA NA EOL
7.7.x Sep ‘09 Sep ‘12 Indefinite Maintain
7.8.x May ‘10 May ‘13 Indefinite Maintain
8.0.x Jan ‘12 Jan ‘15 Indefinite Maintain
8.1.x Nov ‘20 Nov ‘23 Indefinite Incremental Innovation
8.2.x Nov ‘20 Nov ‘23 Indefinite Incremental Innovation

Sample Large Siebel Deployments
15,000
18,000
24,000 24,000 25,000
28,000
32,000 33,000
40,000
50,000
54,000
65,000
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
Users
Multiple
Industries
Leading
Global
Customers

Sample Siebel CRM Success Stories for CX
Siebel & Social Cloud (SRM)
Siebel CRM
Social Customer Service
Multiple Brands/Regions
IoT Connected Car Service Excellence
Siebel CRM
Oracle Service Cloud
Knowledge Management
Self Service
Siebel & Cloud
Siebel CRM Service
Sales Cloud
Marketing Cloud
Open UI Customer Portal
Siebel CRM
Financial Services
Open UI eEvents Portal
Global Loyalty programme
Siebel CRM
Large (100m+ members)
Loyalty programme
Oracle Cloud Hosted
Siebel Communications
Largest Telco in Australia
Large user base (32k)
Open UI B2B Sales platform
Sophisticated Order Capture
and Bundling process
Open UI
Siebel CRM
Public Sector Portal
Siebel CRM
Oracle Policy Automation
Partner Relationship Management
Obamacare
Siebel CRM
Healthcare.gov
Siebel Loyalty
Siebel CRM
Large (32m members)
Loyalty programme
Oracle Cloud Hosted
Siebel Financial Services
Siebel CRM
Incentive Compensation
Oracle Documents Cloud
Siebel Automotive
Dealer Management System
Automated Service & Logistics
3000 Dealer locations
Open UI Financial Services
Siebel CRM
65k concurrent users
Siebel & Cloud
Sales Cloud
Marketing Cloud
PeopleSoft ERP/HCM
Open UI & IoT
IoT Integration
Oracle Policy Automation

Leading 20+ years Customer Success in CRM
Vision
Innovation
Value
Transformation platform, On-Premise or On-Cloud,
Leverage modern technology, realize Autonomous CRM
Continuous Product Innovation to advance CX, Industry
Solutions, Business Agility & Process Automation
Committed Siebel CRM Investment Longevity with a long term roadmap,
Augment with Cloud solutions, transform CRM inline with business objectives

Siebel CRM OpenWorld Sessions
Day Time Session # Description Location
Monday
15.00-15.45 CON7177 Siebel CRM Innovations (Core Technology & Applications) Moscone West - 2005
16.15-17.00 CON7181 Siebel CRM Open UI - Latest Innovations and Customer Successes Moscone West - 2005
17.30-18.15 CON7178 Siebel CRM in the Cloud (IaaS/PaaS) Moscone West - 2005
Tuesday
11.00-11.45 GEN7176 Siebel CRM Strategy and Roadmap (Vision, Innovation, Value) Moscone West - 2003
16.00-16.45 CON7179 Siebel CRM Customer Leadership Panel Moscone West - 2008
17.15-18.00 CON7186 Siebel CRM: Managing Public Sector Relationships through Diverse Channels Moscone West - 2008
Wednesday
11.00-11.45 MTE7189 Siebel CRM Meet the Experts Moscone West – 3001A
12.15-13.00 CON7187 Siebel CRM: Enabling Digital Transformation in the Financial Services Industry Moscone West - 2008
13.30-14.15 CON7188 Siebel CRM: Delivering Transformational Results in Communications Industry Moscone West - 2008
Thursday
10.45-11.30 CON7185 Siebel CRM: Innovations in the Automotive industry for extended ROI Moscone West - 2008
12.00-12.45 CON7180 Siebel CRM and IoT - Leverage your existing investment to embrace IoT Moscone West - 2008

Safe Harbor Statement
The preceding is intended to outline our general product direction. It is intended for
information purposes only, and may not be incorporated into any contract. It is not a
commitment to deliver any material, code, or functionality, and should not be relied upon
in making purchasing decisions. The development, release, and timing of any features or
functionality described for Oracle’s products remains at the sole discretion of Oracle.
Confidential – Oracle Internal/Restricted/Highly Restricted 33

Siebel CRM Strategy & Roadmap

Recommended

More Related Content

What's hot (20)

Viewers also liked (20)

Similar to Siebel CRM Strategy & Roadmap (20)

More from crm2life (20)

Recently uploaded (20)

Siebel CRM Strategy & Roadmap