2.roadmap Siebel

1
Copyright 2011, Oracle and/or its affiliates. All rights reserved.
Siebel CRM Strategy and Roadmap

Mark Farrier Director, Siebel Product Management
2 Copyright 2011, Oracle and/or its affiliates. All rights reserved.
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 Oracles products remains at the sole discretion of Oracle.
Agenda
Siebel CRM Strategy
Siebel CRM Roadmap

Siebel Open UI Phased and Zero Downtime Application Upgrade
Siebel CRM Strategy
Siebel CRM Overview

Since AU Announcement in 2006
2500 New Siebel Features 36 New Products 9 Industry-specific Solutions for CRM 4 Siebel CRM Releases
Plus Several Major Acquisitions: Haley Oracle Policy Automation (OPA) E-Docs Oracle Self Service e-Billing ATG Web Commerce & Live Help InQuira Knowledge Management
Siebel CRM 8.2

Release Summary
4 Releases Since Acquisition
36 New Products
469 New Enhancements 9 Industry-Specific Solutions
Siebel 8.0 (2007) Siebel 8.1 (2008) Siebel 8.1.1 (2009) Siebel 8.2 (2010) Deep Industry

Public Sector Social Services Oracle Policy Automation Cross Industry Deeper Loyalty for Travel & Transportation and Retail CRM Offline Client for Life Sciences Personal Content Delivery for Life Sciences Financial Services Order Management Communications Order to Activate AIA High Tech Service Transformation Enhanced B2C and B2B Telecom EBPP & Analytics Mobile Sales Customer Hub (UCM) Enterprise Governance Manager CRM Desktop Open UI Integrated CRM for Incentive Compensation Deeper Support for Data Quality & Governance Optimized Order Mgmt Process-Driven CRM (Task Based UI/Workflow) High Availability Upgrade/GoldenGate CRM On Demand Integration Hybrid Implementations
Continued Innovation
Enterprise-Grade CRM
Siebel CRM 8.x Momentum
Customers Working With Siebel CRM 8.x

Siebel CRM Investment Strategy

Deliver Timely Additive Solutions Value That Are Easy to Adopt
OBJECTIVES
Continue Delivery of Value Add Innovations
Provide Innovations More Frequently Adopt Innovations without Upgrading
STRATEGY
Add Innovations in 8.1.x and 8.2.x releases
Annual Innovation Packs
3 Fix Packs per year

~3 Year Major Release Cycle
8.2.2
8.1 IP
8.2 IP
8.1 IP
8.2 IP
8.1 IP
8.x
Siebel CRM Investment Strategy

SIMPLICITY MOBILITY SOCIAL
LOWER TCO
INDUSTRY
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Siebel CRM Roadmap
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Simplicity
Browser Independence
Great User Experience on any Browser
Smart, efficient, with a modern

look and feel
Major Functionality
Standards based, open next

generation browser client for desktop and tablets
Highly optimized usability and

productivity
Easy to deploy and maintain

Simplicity
Enhanced Task Flows with TBUI
Easy to use, flexible development
process
Drag and drop designer enables

rapid process and task change
Provides declarative framework

for defining tasks and processes
Minimizes scripting Data not committed until task is

complete
13
Simplicity
Key Commerce task flows powered by ATG
Core
New Order
Advanced
Modify Order Promotion Upgrade/Downgrade Product Launch/Introduction
Voice Plans
Data Plans
Text Plans
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Mobility
Desktop Solution
Embed CRM data in desktop applications Unified calendar, tasks, and contacts Offline access to CRM data Enforce business rules for data entry Increase User Adoption Minimize training costs
Personal and business contacts in a single list provides single address book for the end user
Custom CRM objects in same folder structure as native objects
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Social
Empowering Agents with Knowledge and Social Communities
Siebel CRM
Create SRs, Solutions, Leads Tracks response Holds complete customer profile
Embedded view in Siebel, activity Invoking the search automatically (reply to post) captured in Buzzient, populates the query from the and sent back into Siebel for creation.
Summary/Title of the case
Oracle InQuira
Integrated Knowledge Mgmt with in-context search Agent-Agent Forums and Collaboration Managed Customer communities
Social Platform
Monitors social media Identifies relevant posts Provides analysis dashboards
The agent can now select any number of answers and click add them to the case.
Social
Maximize Brand Affinity and Engagement
Seamless and automated distribution of Loyalty promotions from Siebel to social networking sites Recurring loyalty member rewards and recognition for sharing promotions virally Systematic tracking of loyalty program members social behaviors
Posting loyalty promotions to social networking sites directly from Siebel
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Oracle CRM Product Roadmap

Siebel 8.2.2 Public Sector Social Services Deeper Loyalty for T&T and Retail More Hospitality Event Operations
Siebel 8.1 Innovation Pack Consumer Packaged Goods Quick Start Advanced Order Management for Telco Warranty Management AIA 2.5.1 ORS Integration Customer Hub (UCM) 8.2 Siebel 8.2.2 Financial Services (Bank in a Box) Public Sector
Siebel 8.1 Innovation Pack RTD/Next Best Action Enhanced Integration with Fusion Middleware Connected Mobile Sales MDM PIPs 11.1 Customer Hub Exa* Benchmark
Siebel 8.1 Innovation Pack Open UI Browser Independence Siebel-InQuira Integration Social Loyalty and Marketing Enhanced MDM Survivorship & X-Ref Enterprise Data Quality & Governance
Siebel 8.1 Innovation Pack CEM / ATG Integration Disconnected Mobile Sales (iPad) Incremental Deployment Advanced Promotions for Telco Utilities Multi-Site Ordering Siebel DOO Integration
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Oracle Database the industry choice for Siebel Applications

Key Technologies Oracle Database 10g Release 2 Oracle Database 11g Release 1 Oracle Database 11g Release 2 Siebel 8.1.1 CERTIFIED CERTIFIED CERTIFIED Siebel 8.2.2 Releases CERTIFIED CERTIFIED CERTIFIED Available on Database Machine Siebel on Exadata minimum release for 11gR2 is Siebel 8.0.0.9 A. Grid Computing & Maximum Availability Architecture RAC/ClusterWare Data Guard Active Data Guard Golden Gate Maximum Availability Architecture (MAA) CERTIFIED SUPPORTED* SUPPORTED* CERTIFIED SUPPORTED* CERTIFIED SUPPORTED* SUPPORTED* CERTIFIED SUPPORTED* Configuring Oracle BI EE Server with Oracle Active Data Guard (Siebel BI) Support Statement Note 1112403.1 Siebel MAA Best Practices Reducing Siebel Downtime with a Local Standby Database Collateral/Comments
In Memory Databases Oracle Enterprise Linux Oracle Virtual Server B. Managing Large & Unstructured Data (VLDB & ILM) Partitioning
N/A CERTIFIED N/A
N/A CERTIFIED CERTIFIED Oracle VM Template for Siebel CRM SIA
SUPPORTED*
SUPPORTED*
Boost Siebel Performance and Scalability with Oracle Database 11g Partitioning Oracle Partitioning for Siebel Applications
Advanced Compression Oracle Spatial Secure Enterprise Search C. Business Intelligence Oracle Warehouse Builder Oracle OLAP D. Change Management Real Application Testing Edition Based Redefinition E. Security Oracle Audit Vault Oracle DB Vault Transparent Data Encryption Total Recall F. Application Management Enterprise Manager Packs
SUPPORTED* N/A N/A N/A N/A SUPPORTED* N/A N/A SUPPORTED* SUPPORTED* N/A CERTIFIED
SUPPORTED* N/A N/A N/A N/A SUPPORTED* N/A N/A CERTIFIED CERTIFIED N/A CERTIFIED Application Management Suite for Siebel Data Sheet Application Management Suite for Siebel Next Generation Siebel Monitoring: A Real World Customer Experience ITIL Best Practices with Oracle Enterprise Manager 10g and Oracle Siebel Help Desk Oracle Database Vault for Siebel Security policies TDE for Siebel Datasheet
CERTIFIED
Not Applicable
EVALUATION
PLANNED
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Siebel Open UI
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The Changing Enterprise Client Platform

Browser Market Share
Safari; 5,19% Internet Explorer 41,89%
Tablet Market Share

RIM; 5% Android; 27%
Market Drivers
Optimized user experience Deployment characteristics Ability to flexibly integrate
Chrome; 23,16% Firefox; 27,49%
iPad; 68%
Trends
Standards based browser apps Native user experience / HTML5 Device and platform variety JS Performance Improvement
iPad Internet Explorer Chrome Firefox Safari Android RIM
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Siebel Open UI
Transforms Siebel deployments into a open platform Extend Siebels powerful and mature business logic using transparent and well understood technology providing full transparency & extensibility. Supports prebuilt features across desktops tablets and smart phone devices with great device integration
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Siebel Open UI
Browser Independence
Open next generation browser client for desktop and mobile platforms.
Features Smart, efficient UI, with a modern look and feel for Desktop Browsers on any hardware platform Mobile Browsers on any tablet or smart phone Highly optimized usability & productivity across devices Easy to deploy and maintain.
Standards Based HTML 4.01, CSS level 2.1, JavaScript version 1.5 on desktop HTML 5, CSS level 3.0 for mobile, (optional on desktop)
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User Experience & Productivity: Roadmap

Unified notification Data Preview Real time data validation: Autofill, spellcheck, masks Special data types: email phone, etc visual & audio indicators Applet Quick Link navigation Integrated search UI Native bookmarking, zoom, tabbed browsing, printing and print preview Improved PIM integration initiate emails or calls, enter contacts and calendar events
Mobile: Native look and feel

Designed for Mobile Device driven rendering Integration with native Phone, PIM, location based integration Multi-touch gesturing (mobile) and HTML5 Offline mode with synchronization (not v1)
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Navigation & Accessibility

Compliance WCAG2.0 & section 508 WIA Aria for HTML 5 (Release TBD) Less key strokes and clicks, same result. efficient keyboard shortcuts Navigation using drill in/out and keyboard arrows Real time validations Designed for accessibility native screen reader support Accessible CSS for colors fonts borders
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Siebel Side by Side.
Siebel HI Client
Siebel Open UI
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Deployment
Hosting and on-premise friendly Secure: Data Execution Prevention (DEP/NX) support Deployable: True web based client Auto-update: Simplified client code patching: High availability: server side patching Provides separate desktop and mobile URLs and desktop and mobile licenses.
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Portal & Enterprise Integration

Portal/Portlet Friendly:
Embed parts or all of an Siebel in portals Embed other portlets in Siebel
WebCenter Integration prebuilt:

Call Siebel context & Focus from Fusion Return data using OOB integration.
SAML Authentication
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ActiveX UI Architecture
Open UI Architecture
ActiveX UI Controls
JavaScript UI Controls
JavaScript Library
Client/Browser
Design time Configurable Objects Pre-compiled Objects Customizations Run time configurable UI Objects
JQuery Library
Custom Browser Scripts ActiveX Proxy
Custom Browser Scripts
Layout Data & JavaScript Data bindings Extension API JavaScript Proxy Siebel Open UI
Siebel HI Client
Styling Style Sheets Siebel Object Manager Siebel Tools Configuration
Styling
Layout
Static: served by App / Web Server
Style Sheets
Layout
HTML Composition Siebel Web Templates
Conditional Rendering
HTML Composition
Conditional Rendering
Dynamic: served by App / Web Server
Siebel Web Templates
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Extensibility
Client: Open UI Rendering
Siebel Open UI Extension Siebel Open UI
Develop using skills already in your organization Alternative to web services integration Integrate enterprise data and mash-ups
Generated HTML from Siebel Web Templates
Customer JS Extension
Customer CSS and JS Control Library
Siebel CSS and JS Control Library
Siebel JS Client (Siebel Metadata)
Oracle Delivered Oracle Delivered Customer Configurable Customer Developed
Server: Business Process & Data

Customer Data
Object Manager Siebel Tools Configuration SRF
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UI migration options for Innovation Pack 2012

All modes can coexist in separate OMs on same Server Open UI Native Mode: (Integration, usability, accessibility)
Tools configuration may change with (OOB migration changes only) For employee facing migrations, browser scripting refactors to JavaScript New web templates, CSS, JavaScript
Open UI Migration Mode: (for HI application backward compatibility)

Tools configuration, web templates and browser scripting remain unchanged New CSS and JavaScript
Legacy Mode: SI and HI mode remain the same, apply the fix pack as normal.
32
Siebel Open UI
TCO/Deployment
No complex deployment (ActiveX or Java) Reduce FPs and QF requirements Dynamically update the server side client files.
Integration platforms
Any browser that meets web standards Leverage existing development skills Fusion and other enterprise integration Broad OS hardware and virtualization support
User experience.
Productivity and ease by use of intuitive paradigm Accessibility for employees partners and customers Leading edge mobile device access.
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Siebel Open UI Client Timeline: Preparation

Siebel 2012 Innovation Pack Siebel Fix Packs
Maintenance
Siebel Fix Pack

Maintenance
Siebel Open UI 8.1/8.2 Maintenance
Siebel Fix Packs

Maintenance
2011
2012
2013
Upgrade to latest Siebel 8.1 or above Plan on Innovation Pack 2012 deployment Review Best Practices Development Documentation for Open UI
Support Migration Mobile and desktop licensing
34 Copyright 2011, Oracle and/or its affiliates. All rights reserved. reserved. Insert Information Protection Policy Classification from Slide 8
Phased Application Upgrade
35
Siebel Zero Downtime/Phased Upgrade Using Oracle GoldenGate
Deployed in one of three deployment models for Siebel Zero-Downtime Upgrades.

Progressively more complex based on business requirements for risk tolerance, downtime, and desired method of migrating users to the new version of Siebel.
Risk Tolerance 1) Uni-Directional Allows for testing in advance & ensures transactional data integrity. No failback.
2) Active-Passive - Unidirectional replication, with passive bi-directional replication for failback after cutover.
3) Active-Active Phased Migrations - Bi-directional replication keeps both environments running in
parallel, allows phased migration. Requires conflict detection.
36
Siebel Zero Downtime Upgrade using Oracle GoldenGate

Unidirectional
Source Siebel 6,7,8.x
Target Siebel 8.x
Siebel Upgrade Logic
Source Siebel 7,8.x Database
Target Siebel 8.x Database(s)
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Active-Passive

Target Siebel 8.x
Siebel Downgrade Logic
Fallback
38

Active-Active

Target Siebel 8.x
Siebel Downgrade Logic
Bi-directional
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Guiding Principles
40
Siebel MAA
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Siebel CRM Industries Investment Highlights
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Communications, Media and Energy

ENGAGE Consistent, personalized, and engaged customer relationship
INNOVATE Personalized Innovative Offerings SIMPLIFY Improved service at lower cost
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Public Sector
Siebel eService
Integration with OPA Web Determinations
Enhanced State Model Framework Enables Status Controls for Case, Benefit Plan, Benefit, Payment, Order, and Service Plan.
Control Status Changes Across Different Object Layers to Maintain Consistent Case Management Lifecycle
Hierarchical State
Model
Enhanced Effective
Dating Framework
Handle Controls and Transitions Based on Information from Parent/Child Business Components
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Retail
Consultative selling/ Line busting
1:1 Contact management Personalized offers and

contextual recommendations
Actionable customer insight In-context recommendations
Quick campaigns Wishlist management Catalog/Shopping Task Management
Oracle Clienteling Solution Conceptual Architecture

CHANNEL
Web Services/ REST APIs
PLATFORM
Profile/Pref
Catalogs
Appointments
Tasks
Lists
Wishlists
Analytics
Customizations
Linebuster
Loyalty
Social
Search
Offer/ Reco.
Knowledge Management
Interactions
Emails
Checkout
Segmentation
Connectors / Adapters
REPOSITORY Siebel CRM
Appointments and Tasks
Retail Systems ERP Systems
Customers
Products
3rd Party Customer Systems
Cloud
Orders Interactions Stores
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Q&A
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48

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Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Siebel CRM Strategy and Roadmap

Safe Harbor Statement

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Siebel CRM Strategy

Siebel CRM Roadmap

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Siebel CRM Strategy

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Siebel CRM Overview

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Siebel CRM 8.2

4 Releases Since Acquisition

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Siebel CRM 8.x Momentum

Customers Working With Siebel CRM 8.x

Siebel CRM Investment Strategy

3 Fix Packs per year

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Siebel CRM Investment Strategy

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Siebel CRM Roadmap

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Smart, efficient, with a modern

Standards based, open next

Highly optimized usability and

Easy to deploy and maintain

Drag and drop designer enables

Provides declarative framework

Minimizes scripting Data not committed until task is

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Modify Order Promotion Upgrade/Downgrade Product Launch/Introduction

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Custom CRM objects in same folder structure as native objects

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Summary/Title of the case

Posting loyalty promotions to social networking sites directly from Siebel

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Oracle CRM Product Roadmap

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Oracle Database the industry choice for Siebel Applications

N/A CERTIFIED N/A

N/A CERTIFIED CERTIFIED Oracle VM Template for Siebel CRM SIA

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

The Changing Enterprise Client Platform

Tablet Market Share

Chrome; 23,16% Firefox; 27,49%

iPad Internet Explorer Chrome Firefox Safari Android RIM

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

User Experience & Productivity: Roadmap

Mobile: Native look and feel

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Navigation & Accessibility

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Siebel Side by Side.

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Copyright 2011, Oracle and/or its affiliates. All rights reserved.

Portal & Enterprise Integration