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Siebel Mobile Solutions Deliver Business Value Uma Welingkar, Senior Director, Oracle Development Darshan Kumar, Senior Director, Oracle Development.

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Presentation on theme: "Siebel Mobile Solutions Deliver Business Value Uma Welingkar, Senior Director, Oracle Development Darshan Kumar, Senior Director, Oracle Development."— Presentation transcript:

1 Siebel Mobile Solutions Deliver Business Value Uma Welingkar, Senior Director, Oracle Development Darshan Kumar, Senior Director, Oracle Development

2 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 2 Program Agenda User Experience A Year in Review – 2012 Demo – Highlights of IP-2013 Business Agility - Usability beyond just the Interface

3 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 3 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.

4 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 4 User Experience

5 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 5 Todays User Expect a Modern Experience

6 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 6 User Experience

7 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 7 A year in Review

8 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 8 Open UI – Whats that? Well, we have been under a rock for a year

9 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 9 Modernize with Siebel Open UI / Siebel Mobile Enhanced User Experience: Maximize productivity Any Browser: Flexible deployment Templates: Create your own user experiences quickly Any Device: Choose your platform with automatic device rendering Coexist: Leverage existing Siebel investments Advanced Standards: Tailor readily with common tech skills Simplified Integration: Reduce total cost of ownership

10 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 10 2012 Change Views at runtime from tabs to left side navigation Increased Business Agility New color themes

11 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 11 2013 Change Views at runtime from List to Tiles or Carousal Increased Business Agility New Look and Feel Tile Single click button to change rendering at runtime

12 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 12 Usability and Productivity CTI, Email Response, Noifications Calendar –Daily, Weekly, Monthly completely configurable Siebel Search Chart and Reports Product Configurator, MVGs, Textboxes Smart Script, TBUI File attachments with drag and drop capabilities Currency, datetime controls Customer Dashboard Accessibility SiteMap filtering Business Agility – Runtime Configuration Change look and feel of applications based on color themes, navigation – tab versus menu navigation Set theme by user preference Usability and Productivity CTI, Email Response, Noifications Calendar –Daily, Weekly, Monthly completely configurable Siebel Search Chart and Reports Product Configurator, MVGs, Textboxes Smart Script, TBUI File attachments with drag and drop capabilities Currency, datetime controls Customer Dashboard Accessibility SiteMap filtering Business Agility – Runtime Configuration Change look and feel of applications based on color themes, navigation – tab versus menu navigation Set theme by user preference Usability and Productivity Binocular Find and Search – single navigation paradigm Siebel Chat Promotion configuration and catalog for C/OM Dispatch board for agents Drag and Drop framework – integrated with shopping cart and calendar appts Partner Relationship Management Self-Service applications Redesigned Siebel Marketing and loyalty Function space diary for event management Self-Service Registration Business Agility – Runtime Configuration Change Look and feel of applets and views Ability to create application look and feel by Roles, Responsibilities and User groups Usability and Productivity Binocular Find and Search – single navigation paradigm Siebel Chat Promotion configuration and catalog for C/OM Dispatch board for agents Drag and Drop framework – integrated with shopping cart and calendar appts Partner Relationship Management Self-Service applications Redesigned Siebel Marketing and loyalty Function space diary for event management Self-Service Registration Business Agility – Runtime Configuration Change Look and feel of applets and views Ability to create application look and feel by Roles, Responsibilities and User groups Available Now IP-2013 Siebel Open UI

13 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 13 Demo – Highlights of IP- 2013

14 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 14 Business Agility - Usability beyond the Interface

15 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 15 What does Usability mean to business Software?

16 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 16 Its not just about the User Interface Is the user experience consistently good? Does it just apply to the most basic processes? How easy is to configure the software? How easy is it make changes to permissions? How do we approve changes route or key screens? Do we have a well defined governance model?

17 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 17 Siebel SRF Business Agility

18 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 18 Business Configuration Changes Focus on the Business User New Business Administrator Solution for creating new views, applets and fields in real-time Run-time configuration to enable quicker deployment of business process changes

19 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 19 Wilhelm enters Developer mode and copies Application Navigate to a view and choose to Edit Delete un- needed Applets from View Drag new Controls onto Applet Preview Changes Publish Changes Reviewer Approves or Rejects Changes All users can view changed application Business Developer creates Report Business Developer creates Web Service In-place WYSIWYG editor Seamless integration of Approved Changes In-place Publishing and Governance Business Configuration Changes Focus on the Business User

20 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 20 Demo – Looking ahead to 2014

21 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 21 Attend Upcoming Siebel Sessions Session TitleDate/TimeLocation Siebel Mobile Solutions Deliver Business Agility Anywhere, Anytime on Any Device Thursday,12:00 PM Moscone West - 3007 The Art of Possibility: Transformative Industry User Experiences Thursday,1:30 PM Moscone West – 3000 Siebel Upgrade for Dummies: Increase the Agility of Your Siebel Investment Thursday,3:00 PM Moscone West - 3002

22 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 22 Join The CX Conversation @ OpenWorld #CX #OOW13 @OracleCX

23 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 23 Likefacebook.com/OracleCustomerExperience Followtwitter.com/OracleCX Readblogs.oracle.com/CX Watchyoutube.com/OracleCX Learnoracle.com/CX Stay Connected With CX

24 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 24 Graphic Section Divider

25 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 25

26 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 26 Redesigned CTI for better usability Email-F9 capability with attachment and template support Persistent & quick access to customer information across the life cycle of the call Notifications with color coding and read/unread options and details with hover Lower deployment costs, easy integration with 3 rd party vendor solutions Cross Channel: CTI, Email Response, customer dashboard and Notifications Redesigned Smart Scripts with color coding for required field TBUI similar to smart scripts, Drag and drop ability for file attachments Similar look feel across the application for process flows Process Flow : Smart Scripts,TBUI and File attachments Updated Calendar UI – with configurable daily, weekly an d monthly options Updated Product config with easy Resizeable text boxes, simplified MVG applets and List of Values Reduces time to complete tasks for call center rep Simplified Flows : Product Config, Calendar, MVGs and more Available Open UI

27 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 27 Advanced Search with new User Interface Open reports directly from the notification list once report is generated Intuitive buttons improve tablet usability with less button clicks Improved usability using collapsible menus and no popups Return context to the application immediately after report execution Superior experience with easy access to interactive reports from desktop or tablets Intuitive user interface for Open UI to execute reports Available Capable of increasing the weight age for each searchable fields and search engine returns results based on these weights Create/Update/Delete sources directly from the Siebel UI Asynchronous indexing and support for both FTP and HTTP indexing Optimized Search capabilities through Siebel Desktop Open UI

28 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 28 Redesigned Chat with Open UI Intuitive user interface for Open UI for Search b/ Find. Designed for use on all browsers and tablets. Set Language based filters and Auto suggested keywords Create/Update/Delete sources directly from the Siebel UI Ability to search and find results through a single simplified search menu providing a seem less single UI solution across all controls Improved productivity and agent experience with single UI solutions across all touch points Siebel Find and Binocular search with Open UI IP-2013 Improved support for real-time chat sessions strengthen customer relationship by expanding multi-channel support and improving service quality. Handle multiple chats simultaneously leads to low cost to resolution / cost per answer Integration with Knowledge Management improves the answer utilization rate Multiple language support Agent productivity is improved by handling simultaneous sessions from a easy to use, single unified desktop. Single Search Box with rest of the Menu items Dynamic Search Results displayed on the same screen Enables the agent to handle multiple chats simultaneously UI Framework

29 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 29 Define preferences at individual dispatcher level to customize display of dispatch board Drag & drop activities from list to dispatch board or within dispatch board Improved usability by use of icons, font colors, background colors, tool tips, etc. to represent information. Dispatchers get complete view of their technicians schedule through this one view. Quick actions and easy availability of information on this view improves their productivity and in turn makes the field service organization more efficient Improved productivity and agent experience using Siebel call Center desktop Siebel Dispatch board with new User Interface IP-2013 UI Framework Modify bookings via mouse operations Personalize diary settings Manage complex bookings Enhanced usability features Daily group availability Easy to manage bookings at properties Function Space Diary with new interface Drag changes Duration Time Scale Indicators Color-Coded Activities

30 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 30 New promotion configuration experience New tile motif control supporting easy to navigate product selection with vertical or horizontal scrolling Support for a smart button control that displays the best action depending on product type Drag & drop activities between production selection to shopping cart A fully compliant open UI catalog motif will provide a launching point for a compelling user experience in complex order taking Improved customer and agent experience using product configurator Intuitive user interface for Open UI for Browse Catalog IP-2013 Renders Edit Promotion UI in OpenUI based on promotion UI layout defined by product administrator New OpenUI compliant renderers for product recommendations that use Uniform Messaging Framework (UMF) A fully compliant open UI Edit Promotion UI and recommendations will provide compelling user experience in complex order capture Enable customers to personalize the experience (journey) for promotion configuration UI - Framework

31 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 12 31 Test Automation Out of box test automation interface – Automation tag attributes with any web test suite Siebel Test Automation interface for Open UI. (STAO): – Provides advanced integration with Oracle Automation Test Suite. – Expedites test scripting with prebuilt Automation libraries. (Create new STAO scripts) HI Siebel Test Automation – Continue to use Siebel Test Automation

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