oracle contact center telephony analytics

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ORACLE DATA SHEET
SIEBEL CAMPAIGN MANAGEMENT
KEY FEATURES
• Intuitive Segmentation -
Analytics-based
Segmentation including
waterfall reporting
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.
• Dialog Management - Create
and automate rich multistage,
recurring and event-triggered
campaigns
• List Management – Robust
support for list import and list
output formats
• Multi-channel Delivery –
Support phone, direct mail,
email, web, wireless, direct
sales, and partner campaigns
• Sales Lead Management –
Supports lead qualification
and integration with Siebel
Sales
• Outbound Call Campaigns –
Integration with Siebel Call
Center to support outbound
call campaigns
• Email Marketing – built-in ,
highly scalable personalized
email marketing capabilities
• Web Marketing – Integrated
Complete Campaign Planning and Management
Siebel Campaign Management helps you shorten planning and development cycles
while facilitating flawless execution through comprehensive multi-channel
campaign planning and management capabilities. Siebel Campaign Management
streamlines planning and budgeting by providing integrated workflow and
collaboration capabilities for campaign approval and execution, and a marketing
command center to track campaigns across the enterprise. Siebel Campaign
Management also speeds the creation and approval of campaigns by allowing you to
leverage standardized project plans that embody organizational best practices and
pre-approved templates.
Build Relationships with Multi-Stage Dialog Design
Using an intuitive graphical campaign design tool, marketers can easily create and
automate rich multistage, recurring, and event-triggered campaigns that include
different offers, creative approaches, and channels. As a result, organizations can
execute continuous treatment strategies for each customer, build customer value
more effectively, and dramatically lower marketing costs.
html designer for web offer
and content development
• Inbound Real-time
Marketing – Deliver intelligent
offers in real time using
Oracle’s leading Real Time
Decisions technology and
Siebel Call Center
• SOA Web Services –
Common web services
available out-of-the-box
Figure 1 - Multi-stage Dialog Designer
Empower Users with a Highly Intuitive Segmentation Interface
Siebel Campaign Management includes a flexible segment designer and
segmentation engine that allow marketers to build highly targeted and sophisticated
segments in an intuitive drag and drop interface. The interface includes simplified
1
ORACLE DATA SHEET
query terminology like “Start with”, “Keep”, “Add”, and “Exclude” for customer
attributes. A waterfall style display of counts shows how many people stay in or
drop out as a result of selecting a particular criterion. In addition, the display can
quickly show sample counts for large datasets reducing the time to build segments.
Figure 2: Segmentation Waterfall Report
The segmentation engine is fully integrated with the Oracle Business Intelligence
platform. This powerful engine allows users to query across many different data
sources without having to understand their underlying complexity. The segmentation
engine uses the same metadata as the Oracle Business Intelligence reporting tools
which allows the segmentation tool to leverage a rich library of available customer
attributes, calculations, derived metrics and data mining models. With Siebel
Campaign Management, you have extensive flexibility and autonomy in defining
new targeting criteria on the fly without requiring additional IT assistance.
Speed integration and Results with Flexible List Management
Siebel Campaign Management provides robust list management capabilities
including flexible list import and export. List import allows data from any list source
to be imported with custom list input formats. List export allows list creation and
export in a variety of common formats including delimited, fixed width, XML or
directly to database tables.
Reach Prospects with Permission-based Marketing
Siebel Campaign Management delivers a comprehensive solution for developing
permission-based, personalized campaigns across all channels of customer
interaction. Siebel Campaign Management allows customer opt-in and opt-out
preferences to be managed automatically in real time through all channels. Included
is a web-based customer portal where customers can manage communication
preferences and topical subscriptions (such as newsletters). This allows you to reach
prospects through their preferred methods of interaction.
2
ORACLE DATA SHEET
SIEBEL CAMPAIGN
MANAGEMENT
KEY BENEFITS
Lower Costs with Targeted email Campaigns
Leverage the power of the Internet to acquire new customers and build greater
customer loyalty. With Siebel Campaign Management and Siebel Email Marketing,
you can easily target customers and prospects with personalized, permission-based
Easily create and automate
rich multistage, recurring and
event-triggered campaigns.
email campaigns and dynamic eNewsletters. Delivering high scalability and
Shorten planning and
development cycles.
organizations with the most sophisticated email marketing requirements.
Execute permission-based,
personalized campaigns
across all channels of
customer interaction.
Leverage the power of the
Internet to acquire new
customers and build greater
customer loyalty.
Improve the effectiveness of
both outbound telemarketing
campaigns and inbound call
handling.
Ensure the effectiveness of
field sales campaigns.
performance and automated bounce handling, Siebel Email Marketing supports
Create Profitable Interaction Centers
Siebel Campaign Management, when combined with Siebel Contact Center,
improves the effectiveness of both outbound telemarketing campaigns and inbound
call handling, and helps transform customer interaction centers into profitable
revenue sources that provide coordinated multi-channel marketing programs.
Deliver Higher Conversion Rates from the Field
With Siebel Campaign Management and Siebel Sales, marketers have a complete set
of capabilities to ensure the effectiveness of field sales campaigns. Leads can be
quickly qualified, assigned and automatically delivered to sales teams or channel
partners, assuring that all leads are followed-up on in a timely fashion.
Drive Higher Customer Satisfaction with Real Time Decisions
RELATED PRODUCTS
The Siebel Enterprise
Marketing Suite also includes
the following products and
solutions • Marketing Resource
Management (MRM)
• Email Marketing
• Lead Management
• Channel Marketing
• Events Management
• Loyalty Management
• Marketing Analytics
Siebel Campaign Management can be easily connected to the powerful Oracle Real
Time Decisions (RTD) engine to provide Intelligent Offer Generation. Deliver
intelligently scored inbound offers through the contact center and web, including
cross-sell and customer retention treatments, based on predictive models and realtime contextual information. This real-time intelligence helps increase response
rates, lower churn and increase sales.
Lower Costs Marketing Web Services / SOA Support
Siebel Campaign Management provides out-of-the-box SOA Web services to easily
integrate with other marketing systems and online infrastructure. These services help
lower integration costs and time to market. Some example services are email
subscription list management, targeted web offers, and response capture.
Enhance User Effectiveness with Role-Based Marketing Analytics
Oracle’s Siebel Marketing Analytics includes integrated role-based marketing
dashboards to support customer insight, marketing planning, campaign tracking,
response analysis, and segment-level lift analysis. These pre-built metrics, reports
and dashboards allow everyone in the marketing organization to make more
informed decisions that help optimize the use of marketing resources, reduce costs
and improve overall effectiveness of marketing activities.
Copyright © 2007, Oracle Corporation and/or its affiliates. All rights reserved.
This document is provided for information purposes only, and the contents hereof are subject to change without notice. This
document is not warranted to be error-free, nor is it subject to any other warranties or conditions, whether expressed orally or
implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We
specifically disclaim any liability with respect to this document, and no contractual obligations are formed either directly or
indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or
mechanical, for any purpose, without our prior written permission.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their
respective owners.
3
ORACLE DATA SHEET
SIEBEL QUOTE AND ORDER LIFE
CYCLE MANAGEMENT
Oracle’s Siebel Quote and Order Life Cycle Management
applications enable organizations to create, validate, and manage
quotes and orders across the entire order life cycle. They support
complex pricing and product configuration, quote approval,
KEY FEATURES
availability checking, and credit and payment verification. As a
• Accurately create orders and
result, they provide business with a single, integrated system that
quotes
• Automate quote and price
approvals
• Manage price and product
ensures that orders are complete, valid, and accurate before they are
delivered to the customer.
negotiations
• Create an integrated order
management system
Siebel Quote and Capture
Oracle’s Siebel Quote and Order Capture application empowers businesses to create,
validate, and manage quotes and orders across the entire order life cycle. Users can
quickly prepare accurate quotes for review and approval by customers—resulting in
faster movement of orders through the pipeline.
Siebel Quote and Order Capture helps:
•
Reduce operating costs by eliminating incorrect orders and verifying that
products are available and correctly configured before confirming orders
•
Streamline the approval process by minimizing manual intervention while
assuring compliance
•
Reduce time-to-market for new products and services by offering capabilities
that assist in the creation of optimal bundles and the guided selection of the
right products
•
Negotiate with customers and partners during the order creation process
•
Increase employee productivity and satisfaction by managing order information
in a single, integrated system
Siebel Quote Management
Oracle’s Siebel Quote Management ensures that customer quotes are accurate and
profitable. It allows companies to negotiate sales with prospects based on a variety
of factors, including products, price, availability, and other terms and conditions. It
streamlines the quote development process by routing quote exceptions for approval,
ensuring compliance among customers, partners, and employees. In addition, by
presenting “what if” scenarios showing the optimal terms and conditions of each
sale, companies can more effectively map solutions to customer needs.
Siebel Order Analytics
Oracle’s Siebel Order Analytics provides organizations with the tools needed to gain
1
ORACLE DATA SHEET
deep understanding into the order pipeline and order management process. The
application provides up-to-the-minute insight into quote-to-order conversion rates,
methods of payment and shipping, order trends, and operational performance. Using
this information, operations professionals can take action to prevent or eliminating
order processing bottlenecks, streamline the order process by identifying common
order exceptions, and plan staffing around those locations with the heaviest
transaction volume.
copyright 2006, Oracle. All Rights Reserved.
This document is provided for information purposes only, and the contents hereof are subject to change without notice. This
document is not warranted to be error-free, nor is it subject to any other warranties or conditions, whether expressed orally or
implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We
specifically disclaim any liability with respect to this document, and no contractual obligations are formed either directly or
indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or
mechanical, for any purpose, without our prior written permission.
Oracle, JD Edwards, PeopleSoft, and Siebel are registered trademarks of Oracle Corporation and/or its affiliates. Other
names may be trademarks of their respective owners.
2
ORACLE DATA SHEET
ORACLE SIEBEL SALES
Designed to improving forecast accuracy, pipeline visibility, sales
effectiveness and bottom-line results, Siebel Sales enables your
organization to share information across teams. Equipped with
embedded support for sales methodologies that drive revenue and
KEY FEARURES
increase sales velocity, Siebel Sales manages the creation of quotes,
• Market-leading tools to help
proposals, and the configured products and services necessary to meet
sales managers meet selling
challenges
• Real-time insight into sales
customers’ needs. Siebel Sales is integrated with the entire Siebel
Enterprise product family, including CRM (Customer Relationship
and employee performance
• Robust quoting, order
management, product and
pricing configuration
Management) OnDemand - enabling hosted, phased deployments for
constantly changing and growing companies.
• Forecasting and Opportunity
Pipeline Management
• Integration to Microsoft®
Collaboration and desktop
applications
• Centralize customer
information across Microsoft
Outlook© and Siebel
applications
Sales Forecasting: Improve Your Revenue with Accurate Insight
Siebel Sales Forecasting eliminates time-consuming manual processes, and ensures
accuracy and consistency. Advanced forecasting enables sales organizations of every
size and complexity to monitor the health of their business in real time, meet sales
goals and ultimately increase revenues and decrease costs.
• Run real-time analyses of
revenues, profit margins, and
close dates
• Comprehensive matrix
organization forecasting and
sales team revenue allocation
• Predefined, configurable
charts and reports
• Standard, proven sales
methodologies
• Integrated sales analytics and
real-time decision support
tools
Sales teams can proactively address sales trends, shortfalls, and opportunities
With the Siebel Sales application, sales teams can proactively address sales trends,
shortfalls, and opportunities for increased revenues. Using predefined, configurable
charts and reports, sales forecasting enables sales managers and teams to:
1
ORACLE DATA SHEET
Manage revenues by account, opportunity, product line, project, partner,
division, organization, or employee
Conduct comprehensive matrix organization forecasting and sales team
revenue allocation
Run real-time analyses of revenues, profit margins, and close dates as well
as perform real-time, dynamic forecasting and rollups
Manage recurring revenues in multiple currencies, with automatic currency
conversion and localized units of measure
Increase Sales Velocity and Alignment
Siebel Sales delivers market-leading tools to help your sales managers meet your
selling challenges—improve pipeline visibility, sales effectiveness, and bottom-line
results. Sales environments are increasingly complex and demanding. Customers shift
priorities. Market dynamics change ever more rapidly. Your sales professionals are
expected to know more, and do more. Siebel Sales includes opportunity, lead, and
territory management, robust quoting, order management, and product configuration,
sales forecasting and integration to Microsoft® applications. In addition, Siebel Sales
comes equipped with built-in support for sales methodologies that drive revenue and
increase sales velocity. Siebel Sales is fully integrated with the entire Siebel product
family, including Siebel CRM OnDemand—enabling flexible, phased deployments for
constantly changing and growing companies
Complete View of Customers
Siebel Sales provides sales professionals with complete customer overviews at each
stage of the sales process. Before contacting customers, salespeople can review
customer information including products installed, key contacts, open opportunities,
quotes and orders, proposals sent, and specific sales team members assigned to
customer accounts. This comprehensive information allows sales people to better
manage their customer accounts and to plan each customer interaction more
efficiently. With Siebel Sales, sales users can offer the right product to the right
customer, identify cross-sell and up-sell opportunities, and expand their installed base.
View all aspects of your customer through the Global Account Hierarchy
2
ORACLE DATA SHEET
Standard Sales Methodologies: Best Practices with Proven Results
Sales methodologies provide a common, consistent framework for effective sales
execution. Not only do they define the sales process, including sales stages,
milestones, roles, etc., but they also provide methods for reviewing various aspects of
a sale, assessment of the opportunity, determination of competitive positioning, and
the relationships that have been established with key decision makers. Sales
methodologies also provide a framework for determining deal-winning strategy.
Siebel Sales incorporates several sales methodologies that provide innumerable
benefits. From industry leading methodologies such as Target Account Selling (TAS),
Enterprise Selling Process (ESP) and Portfolio Management Process (PMP), Siebel
Sales provides standard business processes and coaching utilities that assist users
through the sales cycle in order to close deals faster.
PMP offers a comprehensive Portfolio Plan that includes ‘A’, ‘B’ and ‘C’ strategic accounts
.
Customer Information across Microsoft Desktop Applications
Siebel’s integration with Microsoft applications through web services enable
employees to easily centralize and utilize customer information between Siebel Sales
and Microsoft desktop applications. Whether end users are performing mail merge
and generating correspondence in Word, performing sales analysis using Excel, or
scheduling meetings and recording new business contacts through Outlook, Siebel's
desktop integration with Microsoft applications provides your users with the flexibility
to quickly and easily gain real-time insight into customer interactions. Using Microsoft
Collaboration, sales users can leverage the Microsoft applications on their desktop
when performing their daily tasks while providing value-added activities that benefits
all employees and driving user adoption and team collaboration.
3
ORACLE DATA SHEET
SIEBEL SALES
Pipeline Assessment: Review the Health of the Sales Pipeline
KEY BENEFITS
• Built-in support for
standard sales
methodologies
Account Planning and
Sales Coaching tools
Effective Lead and
Contact Management
• Opportunity and Pipeline
Management
• Comprehensive sales
forecasting and sales team
revenue allocation
• Desktop integration with
Microsoft applications for
effective collaboration and
higher adoption
RELATED PRODUCTS AND
SERVICES
These are a few of the
related products and services
also available from Oracle:
• Siebel Sales Analytics
Pipeline analysis assists sales users understand the how and when deals are closing
• Siebel Partner Relationship
Management
• Siebel Marketing
Siebel’s opportunity management capabilities allow sales reps and managers to review
• CRM On-Demand
opportunities by sales stage, giving them the insight into how deals are closing.
Through pipeline assessment, the sales organization has visibility into the breakdown
of opportunities that exist at each stage of the sales cycle. Subtotals by sales stage can
then compared against pre-defined pipeline targets, and a “Percent Pipeline Coverage”
is calculated for each sales stage and graphically displayed so that areas of concern can
be easily identified and addressed before waiting until the end of the sales cycle.
Siebel Sales – Complete Customer Relationship Management
Oracle Siebel Sales enables companies to efficiently manage customer and sales
activities – all from applications that are built on unified information architecture. This
architecture provides a single definition of your customers, contacts, opportunities, and
sales forecasts– all aspects of your business. Oracle Sales enables you to share unified
information across the enterprise so you can make smarter and faster decisions with
better information from your sales data.
Copyright 2006, Oracle. All Rights Reserved.
This document is provided for information purposes only, and the contents hereof are subject to change without notice. This
document is not warranted to be error-free, nor is it subject to any other warranties or conditions, whether expressed orally or
implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically
disclaim any liability with respect to this document, and no contractual obligations are formed either directly or indirectly by this
document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any
purpose, without our prior written permission.
Oracle, JD Edwards, PeopleSoft, and Siebel are registered trademarks of Oracle Corporation and/or its affiliates. Other names
may be trademarks of their respective owners.
4
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