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S i e b e l C o m m u n i c a t i o n s , M e d i a a n d E n e r g y C R M B a s e ________________________ 3
S i e b e l C u s t o m e r O r d e r M a n a g e m e n t A d m i n i s t r a t i o n S e r v e r __________________ 3
S i e b e l A d v i s o r ____________________________________________________________ 3
S i e b e l C a m p a i g n s _________________________________________________________ 4
S i e b e l C o n f i g u r a t o r R u n t i m e _______________________________________________ 4
S i e b e l C T I ________________________________________________________________ 4
S i e b e l S m a r t S c r i p t ________________________________________________________ 5
S i e b e l B i l l i n g M a n a g e m e n t _________________________________________________ 6
S i e b e l C r e d i t M a n a g e m e n t _________________________________________________ 6
S i e b e l C M E C o n t r a c t s ( S i e b e l C o n t r a c t s ) ____________________________________ 6
S i e b e l C M E Q u o t e a n d O r d e r C a p t u r e _______________________________________ 6
S i e b e l N e t w o r k O r d e r E n t r y _______________________________________________ 7
S i e b e l P r e m i s e s ___________________________________________________________ 7
S i e b e l W o r k O r d e r s ________________________________________________________ 8
S i e b e l E m a i l M a r k e t i n g S e r v e r _____________________________________________ 8
S i e b e l D i a l o g u e M a n a g e r ___________________________________________________ 9
S i e b e l M a r k e t i n g R e s o u r c e M a n a g e r _______________________________________ 10
S i e b e l S e g m e n t M a n a g e r __________________________________________________ 10
S i e b e l M a r k e t i n g S e g m e n t a t i o n F e a t u r e s __________________________________ 10
T e l e c o m M a r k e t i n g A n a l y t i c s F u s i o n E d i t i o n _______________________________ 11
S i e b e l C M E P a r t n e r C o m m e r c e ____________________________________________ 11
S i e b e l C M E P a r t n e r P o r t a l ________________________________________________ 11
S i e b e l S e r v e r E x t e n s i o n s f o r U N I X ________________________________________ 12
S i e b e l E m a i l / W e b O f f e r D e s i g n e r __________________________________________ 12
S i e b e l C o n f i g u r a t o r A d m i n i s t r a t i o n S e r v e r ________________________________ 13
S i e b e l M a r k e t i n g S e r v e r __________________________________________________ 13
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Siebel Communications, Media and Energy CRM Base
With the new release of Siebel 8.1.1 for Communications, Oracle provides a best-in-class CRM
solution specific to the Communications, Media and Utilities industries that ensures seamless and
integrated process flows and a superior self-service experience. The CRM solution harmonizes front
and back office processes, while optimizing total cost of ownership through pre-built integrations. This
allows faster time-to-market and improved order accuracy between customer relationship
management and billing systems.
Customer experience is critical in the marketplace, and with new features and critical enhancements
found in Siebel 8.1.1 for Communications, Media and Energy, organizations can dramatically improve
customer satisfaction levels, maximize profitability, and deliver the most personalized and consistent
customer experience at every point of interaction via any desired channel.
Oracle's Siebel Customer Order Management solutions simplify the complex and often frustrating
process of tracking thousands of products across multiple catalogs and systems. They deliver deep
customer insight that enables businesses to dynamically present targeted product bundles, offer
intelligent cross-sell and up-sell opportunities, and achieve optimal prices for products and customer
segments. At the same time, they give employees the information they need to take decisive action
and conduct intelligent interactions with customers. As a result, companies see greater revenues,
reduced operating costs, and higher customer loyalty.
Siebel Advisor
Advisor is the administration environment used to author and maintain interactive selling applications.
Use Advisor to create projects which contain browser-based applications. After you deploy the
project, it is referred to as an Advisor application.
Advisor applications use a Web browser to present product specifications, prices, images,
schematics, applicability guidelines, and other information that customers require to select products.
Advisor can be used to:
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Siebel Campaigns
Oracle’s Siebel Campaign Management delivers a comprehensive solution for the complete design,
execution, and management of personalized, permission-based campaigns across all channels of
customer interaction including: phone, direct mail, the Web, wireless devices, email, direct sales and
partner network. With Siebel Campaign Management you can lower costs, shorten campaign
planning and development cycles, and increase responses and revenue while building and enhancing
customer relationships.
Siebel CTI
Siebel CTI provides integrated inbound, outbound, and transfer call routing based on comprehensive
information about the customer, agent, channels, and service level agreements, ensuring optimal
productivity for each customer interaction. Siebel CTI helps decrease call times and improve
customer intimacy. It supports off-the-shelf integration with popular CTI middleware providers to
provide integrated call handling, call tracking, and automated screen pop capabilities with a broad
variety of Automated Call Distributors (ACDs). Siebel CTI includes Siebel Adaptive Communications
API, a framework that supports the ability for middleware vendors, systems integrators, consultants,
and customers to integrate additional third-party middleware applications and leverage the features of
Siebel CTI.
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Siebel SmartScript
Siebel SmartScript for consistent identification, codification, and recording of adverse events and
complaints
You can seamlessly capture and escalate complaints for investigation and regulatory reporting while
maintaining a complete audit trail. This approach increases efficiency and helps you comply with
stringent regulations, thereby avoiding potential penalties for noncompliance
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Siebel Billing Management
Siebel Billing Management serves as a common interface for performing customer billing functions,
such as addressing billing inquiries, issuing adjustments or credits, requesting duplicate invoices, or
changing billing preferences. This provides energy and utility companies with a comprehensive view
of all billing transactions, obviates the need to train agents on multiple billing systems, and
dramatically improves agent productivity. With Siebel Billing Management, energy and utility
companies can
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Siebel Network Order Entry
The network order entry process is used to configure products that are too large to be configured in
real time with Siebel Configurator.
Large telecommunications networks might have 500 nodes and 1,000 connections, with each of
these components having about 30 attributes.
Siebel Configurator can be used for small telecommunications networks. However, Configurator
validates configuration in real time, and configuring large networks requires so much processing that
real-time validation is not possible.
Siebel Premises
The premises functionality of Siebel Communications is used by administrators, such as distribution
network planners, field service engineers, field service operations managers, and managers of
customer service representatives. It is also used by end users, such as customer service
representatives. A premise is an address that identifies a physical location, such as a building,
apartment, land parcel, and so on, to which communications services can be delivered. For
communication businesses, a premise acts as a grouping of service points.
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Siebel Work Orders
The Work Orders module in Siebel Communications helps service providers to manage the
components needed to activate a service for a customer. A work order is an action item that must be
completed to implement an order. When an order is submitted, the back-office order processing
system divides it into one or more work orders, based upon criteria, such as service provider or due
dates. A work order has most of the components found in a standard order, but it deals specifically
with those items that are required for the provisioning process.
By creating and tracking work orders separately, you can access the status of a sales order. This is
important because work orders are executed by back-office systems, such as the provisioning
system. Tracking the status of an order gives you up-to-date access to the information related to the
order and can therefore convey it to a customer at any time, either through inbound contact or
through outbound workflow-initiated activities.
The Email Sending Daemon (ESD). Assembles each outbound email message for a
campaign using the email template (HTML or text) and the recipient list, and then sends each
message to your company's outbound MTAs for delivery.
The Bounce Handler Daemon (BHD). Tracks email messages that cannot be delivered,
parses the returned email messages, and records the cause of the bounce.
The Click-Through Daemon (CTD). Tracks clicks made by the email recipient on any Siebel-
supported hyperlinks included in the email template.
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Siebel Dialogue Manager
Siebel Dialogue Manager provides capabilities for program managers to design powerful multistage,
recurring and event-triggered marketing programs. Program designers who want to implement
sophisticated multi-step strategies can create conditional branching between stages of the program.
Each stage can have its own target audience, schedule, and recurring execution. The program
designer provides great flexibility for scheduling specific steps in the program. Any stage can be
scheduled and repeated independently of other steps in the program, and any step in the program
can be executed in a manual or automated approach, enabling the execution team to better support
the real-life demands of the program schedule. Program Template capability is included for saving
and reusing program designs to reduce the setup time and facilitate repeatable, high quality
execution. Using these templates, companies can provide best practice approaches and share them
throughout the organization. Users with limited training can easily pick from a menu of available
program designs, thus reducing the amount of training required to learn the application.
Administrators can also use templates to ensure that specific settings are always included to maintain
the quality of the process and reduce user errors.
The segment tree designer in Siebel Dialogue Manager enables direct marketers to easily split and
sample segments into highly targeted cells and prioritize these cells for automatic de-duplication. All
of this is handled in context of a defined “eligible audience” which restricts final target lists to
individuals who are identified as being eligible for these marketing communications. Multiple
sampling methods are provided to allow significant flexibility in this process. These include: Random,
Nth, By rank, based on a selected metric, By N-tile, based on a selected metric, By value, based on a
selected metric, and By value range, based on a selected metric.
Once the selected segments have been subdivided into appropriate cells for targeting, the task of
associating these groups with the desired campaign offers is accomplished by simply selecting the
desired combinations using an interactive matrix. For example, a marketer can now more easily split
the result of segmentation criteria into 3 equal groups such as Platinum, Gold, and Silver, split each
of these groups into a 10% random sample control group and remainder group, and then split each of
the final groups by channel preference before assigning the appropriate treatment strategy and offer.
The segment tree designer also makes it easier for marketers to ensure they have created
statistically significant control groups and test cells by providing integrated statistical significance
checking based on inputs selected by the marketer.
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Siebel Marketing Resource Manager
Siebel Marketing Resource Manager (MRM) helps organizations plan, align and optimize marketing
resources, improve visibility and control of spending, and accelerate time to market. Siebel MRM
automates key processes including planning, budgeting and financial management; approvals
management; activity management and collaboration; enterprise marketing calendaring; asset
management. When combined with Oracle Marketing Analytics, Siebel MRM offers complete financial
analysis, monitoring, and alerting. It also provides an enterprise platform that enables marketing
teams to use a common language and better coordinate business processes based on best practices
and corporate priorities. With Siebel MRM, organizations are able to optimize resource allocations
and make smarter decisions faster, leading to improved marketing results and greater organizational
alignment.
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Telecom Marketing Analytics Fusion Edition
Telecom Marketing Analytics is a comprehensive analytic solution that provides timely fact-based
insight into the marketing activities of the entire organization. It provides new levels of information
richness, usability and reach to marketing professionals throughout the enterprise. All users, from
marketing executives to marketing analysts, get up-to-the-moment, complete, and in-context
marketing insight—insight that is personalized, relevant, and actionable. The benefits are faster and
more informed decisions that help the marketing organization optimize its resources, reduce costs
and improve effectiveness of marketing activities.
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Siebel Server Extensions for UNIX
Siebel Web Server Extension (SWSE) enables communication between Siebel Web Clients and
Siebel Servers. Siebel Business Applications are a family of Web-based applications that users
access through a standard Web browser. Several components work together to deliver the
applications to end users:
Siebel Web Client. The Siebel application client running in the browser on the end user's
machine.
Web server. Client Web browsers connect to Web servers to access Siebel applications.
Supported Web servers and operating systems include Microsoft IIS (on Microsoft Windows),
Sun Java System Web Server (on Sun Solaris), IBM HTTP Server (on AIX), and HP Apache
Web Server (on HP-UX). Each Web server is covered in the Windows or UNIX version, the
Siebel Installation Guide for the operating system you are using, according to the Web server
OS.
IBM HTTP Server and HP Apache Web Server are sometimes referred to as Apache-based
Web servers and share some characteristics.
For details about Web server platform support, see System Requirements and Supported
Platforms on Siebel SupportWeb.
Siebel Web Server Extension (SWSE). A plug-in extension that runs within the Web
server and that communicates with the Siebel Web Engine (which is part of an Application
Object Manager component, such as Call Center Object Manager) on the Siebel Server.
Siebel Web Engine. Part of the Application Object Manager component on the Siebel
Server, such as Call Center Object Manager. Provides access to Siebel applications data and
logic.
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Siebel Configurator Administration Server
Siebel Configurator allows users to interactively configure customizable products when ordering or
generating a quote. Siebel Configurator uses a constraint-based solution engine that resides on the
Siebel Server. This engine evaluates customer choices and generates product configurations that
conform to business rules. Business rules are defined using constraint statements contained in
models stored on the Siebel File System.
Siebel Marketing sends the offer data, optionally with Siebel data field substitution, to recipients
associated with one or more business object instances—such as contacts associated with an
account. Offers use the database tables for communications templates and outbound communication
requests, but do not use the user interface for these elements that is described in this book.
Siebel Marketing administrators must work with communications administrators to create profiles for
the Internet SMTP/POP3 Server communications driver.
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