Oracle Siebel roadshow
(London, 12th of May 2016)
George Jacob (GVP Oracle CRM) and his team (among which Sonia Wadhwa - Product Management Director, Girish Pradhan - VP Siebel CRM Development, Duncan Ford - Senior Princial Software Engineer - and John Bedford - Product Management Director - who was our host for the day) presented the developing Siebel vision, extended beyond 2024. The improvements of previous IPs and of the latest one - IP2016 - have modernized the complete customer life-cycle support for which Siebel is widely appreciated in the industry. The new developments make sure that Siebel is well equipped for the new digital world:
- a new interface open for innovation based on industry standards;
- a mobile side that facilitates digital transformation;
- RESTful API for simplified integrations;
- the advantages of being in the cloud (with Siebel on compute).
In the near future, Siebel is going to continue its growth with new innovation and more IP's to come.
Back in the day when Siebel started supporting the entire customer life-cycle, no one could have imagined the evolution of technology. CRM meant being able to have conversations with the customers while having all the necessary information at hand. The first step in the evolution was moving from CRM to CX, thus customer facing applications. The evolution has made it possible to pass from a conversation with the client to a model of improved self-service. Siebel now facilitates this, helping out in automating customer interactions, stream-flowing service support, improving marketing, etc.
The future steps envision an even further evolution: moving towards a world in which intelligent objects interact with each other to facilitate the life of the customer. The future of Siebel is in fact around IoT and innovative ways to support both the employees in their work and the end customers with their chores. RESTful API is part of this evolution and Duncan Ford demonstrated how it can be successfully employed with a rapidly developed application.
Moreover, starting this May, Siebel is available in a private Cloud (managed for you by oracle, if desired), in an infrastructure Cloud (hosted in a Cloud of your choice - with the option of adding all the services/software that can complement the offering) or as hybrid Cloud (maintaining Siebel on-prem and augmenting it with additional services).
Improvements in usability and on the mobile side empower Siebel to do more for all employees. It is easier for the field personnel to carry out their work, plan the day ahead and service the customers even better, based on tablet or mobile interaction. (Note: Oracle Mobile platform for Windows will be available later on this year, for now the mobile application works on IoS and Android powered mobile devices).
The Siebel team has also thought about all the technical Siebel people out there by further improving Siebel Composer (yet still available only in development preview until 2017). Workspaces are also available since IP2016: they allow Siebel developers to make changes in parallel on the same objects, manage different parts of the development in parallel, merge the work, ultimately develop more in less time with improved control. A word of caution here: moving to a workspace managed Siebel environment is relatively simple (yet requiring some adaptation in the way a Siebel team works), but getting back to the "old model" once Workspaces have been activated is not always straightforward and could mean loosing changes. Thus, pass to Workspace only once you are sure about it.
(Some of the demos might become available as videos online, stay tuned for updates).
Additional empowerment is built in Siebel with the Usage Pattern Tracking, which allows to monitor the day-to-day usage of the system. Starting from UPT, the Siebel team has created a new feature: it will be possible to intersect UPT and IRM data in order to determine which are the areas impacted by upgrades and so facilitate the testing of the system.
The Oracle Siebel team also announced its collaboration with e-Up. Together we are working on reducing costs by automating testing. More about this to be announced soon; suffice to say that Oracle Siebel customers will no longer need to create test scripts and execute tests manually, everything will be automated from the test script creation to the execution. Sounds good? Wait to see how good it all looks!
For the moment, our collaboration brought the Business Process Extraction to every Siebel customer out there - just by enabling some run-time events, Siebel customers will be able to visualize functional and business flows embedded into their applications. To know more about it, please refer to our dedicated page.BLOG COMMENTS POWERED BY DISQUS