1. CRM Solutions for Financial Services
February 2007

2. 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 decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

3. Commitment to CRM Innovation…
Deployed Users in Financial Services
Transformational CRM
5.6 M
Customer-Centric CRM
5.0 M
CRM for Everyone, Enterprise BI
CRM On Demand
3.0 M
Analytics, Standards-
Based Integration
Best Practices CRM
2.17 M
Multichannel
CRM
Industry-Specific
CRM
1.3 M
Integrated CRM
Over the last decade, Siebel has led the evolution of the CRM market and technology. Our approach is to closely engage with our customers and truly understand their requirements, then build the solutions they need (ie thru Advisory boards, user groups, or in some cases direct customer involvement. For example, Siebel Claims 8.0, an enterprise-wide claims platform that helps carriers dramatically improve claims efficiency and lower claims adjusting costs while improving customer satisfaction, was built working directly with Country Insurance and Financial Services).
At every stage, we concentrate on delivering the innovation and functionality our customers require. Each new release of our products reflects everything we have learned from 10 years of experience across more than 20 industries. This effectively allows every Siebel customer to leverage the expertise and best practices garnered from several thousands CRM deployments.
To date, we have invested more than $1.4 billion in developing the most functional and highest-performance CRM products available.
Integrated
Sales and Customer
Service
1 M
Mobile SFA
Enterprise- Class
SFA
600,000
Siebel
Systems
Founded
200,000
60,000
500
4,000
20,000
560k
750k
900k
1m+
350k
60k
170k
280k
1993
1995
1996
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006

4. Siebel is the Standard in Front Office Financial Services
75% of the TOP 50 Banks
70% of the TOP 10 Brokerage companies
70% of the TOP 10 Mutual Fund companies
80% of the TOP 6 Asset Management firms
500+ customers
1MM+ users in production today
150,000 users in top 10 bank deployments
Key references across the globe
Fins is important to us and is a significant portion of Siebel’s business (approx 15-25% of overall licensed users)
Source: Fortune & Siebel

5. Enterprise Front Office Banking Deployments
Across multiple channels and lines of business
Customer
Products
Implemented 
Finance, Sales, Referrals, Analytics, Call Center
Finance, Call Center, SmartScript, UCM
Finance, Call Center, CTI, SmartScript, Campaigns
Sales, Service, Call Center, Marketing
Sales, Service, Marketing
Finance, Sales, CC, Analytics
Finance, CC, Referrals, Analytics
Sales, Call Center, Service, Analytics
Finance, Call Center, Teller, Analytics, Marketing
Finance, Call Center, Briefings, SmartScript
Call Center, Sales, Service, Mortgage Origination
Call Center, Sales, Analytics, Service, Response
Comm
Sales
Financial
Advisor
Retail
Corp / Inv
Wealth
Branch
Call
Center
Internet

6. The CEO’s Agenda: “Growth is the Focus”*
Strategic Priorities
Increase Market Share
Increase Revenue
Acquire New Customers
Enhance Value of Existing Customers
Challenges
Inconsistent Customer Experience
Business Model Complexity
Technology Limitations
The CEO’s Goal
Drive Rapid Transformational Growth
The CEO’s Challenges
Time - Lifespan of executives is short
Competition -Global Competition is Fierce
Cost & Compliance - Cost Dynamics Constantly Shifting Driven in part by New Regulations
The Economist: CEO Briefing – “Corporate Priorities for 2006 and beyond”

7. Increasing Sales Effectiveness
Employees Are Not Equipped with the Tools Needed to Increase Productivity
Ineffective selling tools lead to missed cross-sell and up-sell opportunities
Inconsistent sales message across channels
No personalized sales advice
Can’t match the right products to the right customers
Limited sales reporting and analytical tools

8. Improving Service Across Channels
Lack of Service Differentiation Hurts the Building of Brand Equity
Service agents lack the complete customer view necessary to provide superior service across channels
Agents fail to maximize the value of relationships due to separate sales and service platforms
Products are increasingly viewed as commodities
Product Differentiation
Service Differentiation
Brand
Equity
(Say first paragraph while the chart builds) This chart illustrates one of the most important trends in our economy as a whole, and financial services in particular – the shift towards a service-based economy. In a world with more products than ever to choose from, the perceived difference between product offerings has diminished, while service has become the primary means of creating brand loyalty.
Financial Services has always been a relationship business, and the growing importance of the Internet has only reinforced this fact. The rise of the Internet has provided consumers with the most information and choices in history, and in the process, shifted power from companies to consumers. This has accelerated the perception that products are commodities, while making the value of the relationship more transparent.
Successful firms are responding to this challenge by strengthening their customer relationships through superior customer service. Look at a company like Charles Schwab. Charles Schwab has witnessed dramatic account and asset growth over the last 10 years, yet charges as much as three or four times the prices of their competitors for their “product”.* How can Charles Schwab charge so much more for a “commodity” like a trade? One answer is that they have successfully created a brand equity through superior customer service.
Similar example with American Express – annual fees on charge card products, going up to $2500 for Centurion product, with so many free credit cards on market)
At the same time that customer expectations are higher than ever, the complexity of delivering superior service has become orders of magnitude more difficult. This brings us to our next challenge.
*(Schwab charges approx. $30 for an online trade, while companies such as Ameritrade and eTrade charge between $8 and $15).
Time

9. Increasing Wallet Share to Drive Revenue
To Build Long-Term Customer Value, Wallet Share Must Be Increased
Increasing choices of financial products and service providers
No differentiated service levels for most profitable customers
Inconsistent sales strategy across channels
Missed opportunities to sell additional products and services
Inability to measure and track sales referrals across multiple lines of business

10. Improving Customer Retention & Revenue
Turning Service Interactions Into Sales Opportunities
Sale
No Sale
Poor Service
Excellent Service
Targeted Offer
Generic Offer
The quality of customer service is the single-most-important factor influencing customer retention.
An offer will not result in a sale if it is not preceded by an excellent service interaction.
An offer will not result in a sale if it is not targeted and personalized to the individual.
So why is this solution called Service to Sale?
Well…to put it simply…if you don’t service your existing customers well, you really won’t be getting more sales from them.
The quality of customer service is the single-most important factor in influencing customer retention.
Even if you have the perfect offer for your customers, the chance that they’ll accept that offer if its preceded by a poor service experience, is extremely low.
And lastly, even if you do provide excellent service and then follow that up with a generic offer – the chances that you make a sale are pretty slim.
(American Express Customer Focused Sales example – 100MM calls per year as opportunities, but to make it successful, had to first address customer inquiry and then layer in the sales pitch. If done this way, customers feel you are offering value added services to enhance their relationship versus doing a hard sales. But, to do this all successfully, had to have tools to provide exceptional service, and then offer engine that suggests relevant product/service offerings)
This is the problem that we believe we can add significant value to.

11. Oracle CRM – Transformational CRM
Marketing/ Loyalty
SFA
Self Service
PRM
Incentive
Comp
Order Mgmt
eBilling
Call Center
Field Service
Financial Services
Comprehensive horizontal and industry specific functionality

12. Customer-Centric Front-To-Back Office Solutions
Web Services
Consistent Customer Experience Across Channels
Single View of Customer
Guided Selling
Opening / Fulfillment
Service Management
Real-time Balances
Account Details & Transaction History
Contact & Opportunity Management
Interaction History
Sales Offers
Cross-Sell/Up-sell
Customer Centric Guided Sales Processes
Customer Integration
Needs Analysis
Product Catalog
Product Features / Benefits
Multi-product applications
Process driven
Data capture
Document fulfillment
Account Funding
Product Attribute Management
Financial Transaction Support
Common Service Issue Management
Example: Siebel CRM integration to Flexcube to enable end to end account origination (Project Genesis)

13. Siebel Front Office Sales and Service Functional Map
Marketing & Analytics
Sales
Account Opening
Service
Relationship Management
Customer Segmentation
Needs Analysis
Auto-Application
CTI Integration
Customer Profile
Customer Profitability, Product / Channel Usage
Product Details
Multi-Product
Application
Universal Queuing
Shared Notes
Events Triggered Micro Campaigns
Product
Comparison
Customer & Product
Auto Data Population
Activity Plans
Asset/Liability
Summary
Scorecards
Recommendations
Multi-Applicant
Support
Assignment
Manager
Referrals
Campaign Analytics
Sales Scripting
Workflow (iHelp)
Pre-Built Service
Request Templates
Activities
Executive Analytics
Competitor Information
Financial
Accounts
Calendar/Alerts
Call Center Analytics
Opportunity Management
Fulfillment
Balances &
Transaction History
Book of Clients
Sales & Service Analytics
Incentive Compensation
Trailing Document
Management
Correspondence
Account Team
Sales
Complete sales application for front office agents
Integrated with Oracle Business Intelligence and RTD engine for dynamic offer recommendations
Service
Complete sales and service application
Service management
Financial accounts details
Pre-built FINS service requests
Account origination
Consumer deposits
Loan and mortgage products
Embedded CTI toolbar
Universal queuing
Integrated with Siebel Oracle Business Intelligence including pre-built dashboards
Call monitoring
Performance scorecards
Call Center Management
Product Trends
Web based client

14. Integrating Customer Data for Single View of Customers / Dealers
Integration
Services
Data Quality
Services
Customer Data Hub
OAS
10g
Web
Services
Siebel
CRM
Oracle
ERP
ISV
Partners
Core
Systems
3rd Party Vendors
Provide a Unified View of Customer Information
Update Customer
Execute Survivorship
Propagate Updates
Synchronize
Modify Customer Information
Changes in any application are transmitted to master data hub
Cleanse Data
Determine Survivorship
Merge Records
Cross-Reference Customers
Determine relevant systems
Send new account information
Publish updates into customer data hub from core and back office systems
Respond to master customer changes

15. Enabling a Single View of Customer Data
Oracle Master Data Management
Creates and maintains a unique, complete and accurate customer information across the enterprise
Distributes customer information to all operational applications just in time
MDM enables organizations to:
Know your customers
Improve data quality
Utilize customer insight during all customer interactions
Comply with privacy and regulatory requirements
Reduce data management costs
Siebel’s solution to achieve single view is Siebel Universal Customer Master.
At the highest level, UCM creates and maintains a unique, complete and accurate customer profile across the enterprise. And it distributes this unique, complete and accurate customer information to all operational systems just in time. The “just in time” concept is important, as not all operational systems need this customer information in real-time. For some systems, near real-time is good enough. For others, a daily batch update is good enough.
The benefits to the organization are very clear:
Know your customers
Improve data quality
Utilize customer insight during all customer interactions
Comply with privacy and regulatory requirements
Reduce data management costs
Siebel UCM’s capabilities fall in four major buckets:
Trusted customer information
Closed Loop Data Quality
Proactive Events and Policies
Unify and Distribute Customer Insight.
In the next few slides, we will cover each of these capabilities in some detail.

16. Pervasive Insight Across the Enterprise
Databases
BI Dashboards
Analytics Server
Data Warehouse
Pervasive Insight to Drive Business & Monitor Key Performance Metrics
Customer
Operational
Executive
Real-time Decisions
Example: Siebel SBA integration to EBS and Peoplesoft Enterprise
Interaction History
Customer Behavior
Segment Migration
Propensity to buy
Performance Scorecards
Operational Cost Analysis
Bank Performance Analytics
Line of Business Analytics
Regional Analytics
Trends
KPI Monitoring
Multi-channel Engine for Real Time Recommendations
Retention Actions

17. Enabling CRM thru Real-time Intelligent Interactions
Oracle Business Intelligence provides:
Rapidly deployable FSI Analytic Applications:
220+ FSI Personalized interactive Dashboards
2000+ FSI Reports
2300+ FSI Metrics
Enterprise BI Solutions for:
Customer segmentation
Operational metric monitoring
Executive KPI tracking
Instant analysis through the Real-time Decision engine
Easy-to-use web based interface
Powerful ad-hoc analysis
Function-specific and role-based
Proactive intelligent alerts
Guided analytics capturing best practices
Insight provided in context with operational apps
Executives
Managers
Siebel Analytics, or Oracle Business Intelligence Enterprise Edition, offers a full set of analytics and dashboards for any user, whether an executive, manager or front line user, that are integrated with Siebel CRM to enable rich and powerful information
220+ FSI Personalized interactive Dashboards
2000+ FSI Reports
2300+ FSI Metrics
Siebel 8 adds in more out of the box embedded analytics, including operational metrics
Siebel 8 also adds in the Real Time Decisioning Engine, thus offering instant analysis for financial services users
Front-line Employees

18. Oracle Business Intelligence
Oracle Banking Analytic Applications
Balance Analysis
Score
Cards
Compliance
Fraud
Transaction
Profitability
Credit
Risk
Accounts
Service
Marketing
Relationship
Product & Sales
Executive
Balance Trend
Account Openings
Share of Wallet
Delinquency Analysis
Holdings Value
Fraud Prediction
Churn Propensity
Customer Satisfaction
Resolution Rates
Service Rep Effectiveness
Referrals Analysis
Service Trends
Campaign Scorecard
Response Rates
Customer Lifetime Value
Product Propensity
Leads Analysis
Loyalty and Attrition
Call Reports
Customer Satisfaction
Attrition Trends
Customer Portal Analytics
Maturity Analysis
Events Triggering
Product Sales Trends
Referrals tracking
Household Penetration
Product Bundling
Product Propensity
Product Profitability
Business Performance
Sales Performance
Marketing Results
Service Effectiveness
Product Trends
Assets Value
Siebel Customer Analytic Applications provide industry-specific functionality across all customer-related business processes, including sales, service, marketing, and partner management, as well as sophisticated analytics for product, pricing, and order management. For example, for subscriber-based businesses such as telecommunications, Siebel provides pre-built analytics for assessing a customer’s churn propensity to drive the appropriate proactive strategies for minimizing customer churn. Sales and product managers have easy access to key metrics such as average selling price and product profitability. Service managers can easily track metrics such as resolution rates, service rep effectiveness, and service costs and trends.
In addition, Siebel Customer Analytic Applications include a rich set of pre-built executive analytics, providing dashboards and alerts that give executives real-time visibility and proactive notice about business performance, sales performance, marketing and service effectiveness, product trends, competitive threats, and much more.

19. End to End Enterprise Marketing
Mass Marketing
Customer Management
Brand & Product Management
Strategy and Planning
Customer Insight
Channel Marketing
Direct & Online
Alignment & Integration
Plan, Execute and Measure Multi-Channel Marketing Campaigns
Segment
Create
Execute
Analyze
Example: Siebel SBA integration to EBS and Peoplesoft Enterprise
Define Customer Segments
Slice & Dice Segmentation Data to Refine Queries
Design Multi-Stage Campaign
Attach Offers to Campaigns
Test Campaigns
Assign Channels
Initiate Campaign Waves
Monitor Campaign Progress
Adjust Campaigns
Review Campaign Calendar
Review Campaign Effectiveness
Monitor Results in Real-time
Evaluate Offers
Compare Campaigns

20. Complete Platform For Relationship Marketing
Siebel Enterprise Marketing Suite
Best-in-class marketing solution that aligns and optimizes corporate and branch marketing
Complete end-to-end solution that links strategy and planning with execution and measurement
Coordinated communications across channels and collaborative execution with branches and relationship managers
Fusion of insight and action for accelerated campaign execution and intelligent offer recommendations
Tightly integrated with channels including call center, branches, field, and partners for superior customer experience and closed-loop execution
Open, massively scalable architecture that leverages existing data stores
Customer analytics, planning and resource management, segmentation, multi-channel, campaign and dialogue management, /web marketing, real-time marketing, event management, response capture and lead management, loyalty program management, and marketing performance measurement
Open, massively scalable architecture that leverages existing data stores for segmentation, personalization and analytics
Common platform for planning, budgeting, financial and operations management

21. Siebel Enterprise Marketing Suite Functional Map
Siebel Enterprise Marketing Platform
Planning & Resource Management
Customer Analytics & Management
Campaign Management
& Web Marketing
Event Management
Response & Lead Management
Loyalty Management
Measurement/ Reporting
Initiative/ Program Planning
Customer Profiling
Campaign Planning & Activity Mgmt
Content Template Management
Event Planning & Budgeting
Multi-channel Response Capture
Program Definition & Management
Pre-built Analytic Content
Budgeting Management
Customer Behavior Analysis
Segmentation & Targeting
Content Personalization
Session Management
Response Fulfillment
Tier Management
Role-Based Dashboards
Purchase Orders/ Expense Mgmt
Product Affinity/ Market Basket Analysis
List Management
Dynamic Content/ eNewsletters
Activity & Staff Management
Lead Scoring & Prioritizing
Promotions Management
Real Time Tracking & Alerting
Market Development Funds
Customer Value/ Profitability
Offer Management
Web Forms/Surveys
Vendor & Venue Management
Lead Assignment
Membership Enrollment & Management
Planning and Financial Analysis
Marketing Calendar
Data Mining
Multistage Dialogue Design
High Volume Sending
Registration & Payment Processing
Dynamic Call Scripts
Points Accrual & Redemption
Campaign ROI & Effectiveness
Content Management
Customer Surveys
Trigger Based Marketing
Intelligent Bounce Handling
Wait List Processing
Lead Qualification
Transaction & Tiers Engine
Event Performance
Pricing Management
Customer Preferences/ Privacy Mgmt
Real-time Marketing
Click-Through Tracking
Attendee Tracking
Lead Conversion/ Opportunity Management
Member & Partner Portal
Brand/ Product Performance
Approvals/ Workflow Management
Contact Frequency Governance
Multi-channel Execution & Tracking
Opt-In/Opt-Out Management
Measurement & Reporting
Conversion Tracking
Loyalty Performance
Channel/ Partner Performance
Source: The Forrester Wave™: Enterprise Marketing Platforms, Q1 2006, Elana Anderson, February 3, 2006
Strongest Enterprise Marketing Platform For B2B & B2C
broadest overall functionality and wins B2B.”
“Siebel Marketing is a no-brainer for existing Siebel customers.”
“The campaign design and segmentation tools are very strong and worthy of consideration by B2C marketers…”
“…top-notch analysis tools.”
“…. very strong functionality for marketing planning and resource management, lead management, event management, and partner relationship management…”
“Siebel’s new interaction management solution, Real-Time Decisions, promises to rival SSA Global’s Inbound Marketing (formerly Epiphany Interaction Advisor)….”

22. Siebel CRM On Demand
Most Complete Hosted CRM Solution
Delivers superior business results
No upfront costs
Intuitive user interface drives user adoption
Rapidly adapts to business changes
Comprehensive on-demand CRM
Sales, marketing and service
Pre-built FSI solutions
Tightly integrated ‘virtual’ contact center
World-class analytics and pre-built data warehouse
Proven CRM and on-demand expertise
12+ years of CRM experience
Proven best practices and services to ensure CRM success
Industry leader in on-demand solutions with over 1.7 million on-demand users
So we developed CRM OD. What is CRM OD:
Siebel CRM OnDemand can help you solve some of these challenges and the great part is you can get up and running quickly, without significant upfront investment, it’s pay as you go, only 70 Euro/seat/month
Accelerate Time to Value–Maximize Business Results

23. Interoperable Deployment Options
On Demand
On Premise
Hybrid seamless integration
Only Oracle offers a choice of On Demand, On Premise, and Hybrid Solutions

24. Fully Integrated Front to Back Solution Component based, delivered on Services Oriented Architecture

25. Financial Services CRM Roadmap
Q3 2002
Spring 2004
Spring 2005
2007
Siebel 7.5
Siebel 7.7
Siebel 7.8
Siebel 8.0
Siebel 8.x
Product Bundling
Group Visibility
Usability Enhancements
Deeper Microsoft Outlook Integration
Claims Integration to 3rd parties, Financial Packages
Distribution Mgmt – Territory Mgmt, Integration
Deeper Claims Analytics
Data Mining / Claims Fraud
Best Practice Business Processes
Web Services Support
Performance Enhancements
Unicode Support
Innovative Industry Functionality
Deeper CRM, Analytics
World Class Marketing
Continued TCO Improvements
Continued Usability and Performance Improvements
World Class Customer Order Mgmt
Industry Apps Enhancements
Deeper Industry Analytics
Make CRM Smarter
Enhanced Integration and Web Services Support
New Task Oriented User Interface
Application Change Management
Improved Monitoring and Diagnostics
New Search interface
Customer Facing Web Services

27. Oracle in Financial Services Q&A
10 of the top 10 global Banks use Oracle Applications to run their business
4 of the top 5 World Stock Exchanges use Oracle Applications to run their business
20 of the top 20 Fortune-500 Insurance companies use Oracle Applications to run their business
4 of the top 5 Mutual Fund companies use Oracle Applications to run their business

28. Appendix
Oracle Business Intelligence Drilldown

29. Oracle BI Suite Enterprise Edition Unified Business Intelligence Infrastructure
Interactive
Dashboards
Reporting &
Publishing
Ad-hoc Analysis
Proactive
Detection
and Alerts
Disconnected
Analytics
MS Office
Plug-in
Web Services
Enterprise Business Model and Abstraction Layer
Oracle
BI Server
Intelligent Caching Services
Multidimensional Calculation and Integration Engine
Intelligent Request Generation and Optimized Data Access Services
OLTP & ODS
Systems
Data Warehouse
Data Mart
SAP, Oracle
PeopleSoft, Siebel,
Custom Apps
Files
Excel
XML
Business
Process

30. Oracle BI Applications Multi-source Analytic Apps Built on BI Suite EE
Ad-hoc Analysis
Proactive
Detection
and Alerts
MS Office
Plug-in
Reporting &
Publishing
Interactive
Dashboards
Disconnected
Analytics
Web Services
Oracle BI Applications
Sales
Service & Contact Center
Marketing
Order Management & Fulfillment
Supply Chain
Financials
Human Resources
Common Enterprise Information Model
Oracle BI Apps built on
Oracle BI EE Suite
Prebuilt Hierarchies, Drill Paths, Security, dashboards, reports
It is a complete, end-to-end BI environment covering the BI platform and pre-packaged analytic applications.
The platform includes a server and end user tools such as dashboards, query and analysis, enterprise reporting, disconnected access to the data -- all supported by a unified, model-centric server architecture.
On top of this platform, we have a set of analytic applications consuming the operational data sources and delivering greater insight to larger user communities across the organization via dashboards, query and analysis, alerts, briefing books, and disconnected mode - the same tools mentioned under the BI platform.
Based on industry and analytic best practices
IVR, ACD, CTI
Hyperion
MS Excel
Other Data Sources
Packaged
ETL Maps
Universal Adapters

31. Oracle BI Applications Multi-Source Analytics with Single Architecture
Auto
Comms & Media
Complex
Mfg
Consumer Sector
Energy
Financial Services
High Tech
Insurance
& Health
Life Sciences
Public Sector
Travel & Trans
Sales
Service & Contact Center
Churn Propensity
Customer Satisfaction
Resolution Rates
Service Rep Effectiveness
Service Cost Analysis
Service Trends
Marketing
Order Management & Fulfillment
Supply Chain
Financials
Human Resources
Pipeline Analysis
Triangulated Forecasting
Sales Team Effectiveness
Up-sell / Cross-sell
Cycle Time Analysis
Lead Conversion
Campaign Scorecard
Response Rates
Product Propensity
Loyalty and Attrition
Market Basket Analysis
Campaign ROI
Order Linearity
Orders vs. Available Inventory
Cycle Time Analysis
Backlog Analysis
Fulfillment Status
Customer Receivables
Supplier Performance
Spend Analysis
Procurement Cycle Times
Inventory Availability
Employee Expenses
BOM Analysis
A/R & A/P Analysis
GL / Balance Sheet Analysis
Customer & Product Profitability
P&L Analysis
Expense Management
Cash Flow Analysis
Employee Productivity
Compensation Analysis
HR Compliance Reporting
Workforce Profile
Turnover Trends
Return on Human Capital
Other Operational & Analytic Sources
Prebuilt adapters:
Oracle BI Suite Enterprise Edition

32. Deeply Integrated into Siebel CRM Analytics dashboards within screens
Embedded in CRM transactional system, within a dashboard view

33. Deeply Integrated into Siebel CRM Action links between Analytics reports and Siebel screens
Direct navigation from record to transactional while maintaining context
Java script in Siebel Analytics issues SWE command to navigate to given view and query for ROW_ID of record in given applet

34. Embedded in CRM transactional system
Deeply Integrated into Siebel CRM Embedded Contextual Analytics with Siebel 8.0
Embedded in CRM transactional system
Analytics results within a transactional applet
Contextually filtered results to record that is in view
Contextual—metrics guide the customer interaction with data relevant to the customer. Metrics show the agent something about the customer that sheds light on their needs, preferences, or expectations
Embedding—agent does not have to take extra steps see informative data on the customer. Metrics are integrated into the contact center software user interface when the agent needs to see it.

35. Sales Analytics Complete solution for entire sales cycle
Analyze pipeline opportunities and forecasts to determine actions required to meet sales targets. Determine which products and customer segments generate the most revenue and how to effectively cross-sell and up-sell. Understand which competitors are faced most often and how to win against them.
Usage Accelerator Analytics Option
Add-on to Sales Analytics empowers front line managers with the information needed to effectively manage their team’s usage. Removes the ambiguity and focuses users on the information they need to maintain.
…add Oracle Order Management Analytics for complete Contact to Cash
Order Management Analytics
Foundation application module that provides insight into critical Order Management business processes and key information, including Orders, Invoices, G/L Revenue, sales effectiveness and customer scorecards.

36. Service Analytics Complete solution for entire service lifecycle
Complete analysis of the business aspect of the services organization. Includes analysis of the call center and field service business to understand the true cost to serve in a complex service business
…add Oracle Contact Center Telephony Analytics for complete insight
Contact Center Telephony
Enables the measuring and managing of multi-channel contact center operations, key business processes and activities by providing increased operational effectiveness through detailed staffing, headcount and scheduling analysis
Also provides increased business value through complete campaign and sales performance insight by agent and across customer, product, service and region.

37. Oracle BI Applications Service Analytics at Putnam Investments
Objective
Improve quality of service delivered to institutional clients
Eliminate manual analysis of contact center performance vs. targets (2-3 days/mo)
Solution
Siebel Service Analytics to provide actionable intelligence for 1,900 employees across contact center and management
Siebel Business Analytics to bring together information from switch, call center application, customer portfolio and 3rd satisfaction scores
Results
Pin point trends and take action to improve quality of service for institutional clients
Measure service performance & take corrective action where needed
Improve workforce performance in contact center

38. Marketing Analytics Complete solution for entire marketing organization
Campaign Analytics - Provides Campaign Results data by Offer, Segment, Agent performance. Manager can monitor a campaign scorecard and identify root causes for shortfalls in meeting predicted goals
Customer Analytics - Provides product affinity, market basket and next product purchased analysis. Provides demographic information and information on impact of customer behavior due to marketing activities.
Event Analytics - Provides Analytics related to management of trade shows, customer events etc. Marketing Events Analytics can show analysis of Event registrations, expenses on supplies by vendor, region, event etc., Event ROI analysis that is fully integrated with Marketing Planning Analytics.
Marketing Planning Analytics
Provides Marketing Planning related information. The information is organized for different roles like Marketing Executive, Director, Finance Director. The dashboard also has a Sales Alignment page to allow Sales and Marketing Executives to co-ordinate activities

39. –Sharon Sibigtroth, Managing Director of AXA Financial
Oracle BI Applications Improving Customer Retention at AXA Financial
Objective
Improve customer profitability by analyzing individual broker's business and drive cross-selling, up-selling and retention
Minimize customer attrition and maximize share of wallet
“Using Siebel Business Analytics and Siebel Marketing allows us to determine which products should be offered to a customer based on sophisticated analysis of that customer’s profile. As a result, each customer gets less but more clearly targeted offers.”
–Sharon Sibigtroth, Managing Director of AXA Financial
Solution
Deployed Book of Business Dashboard to analyze agent’s business
Intelligence across multiple data sources to improve customer insight and segmentation
Additional solutions deployed include Campaign Management and Orphan Management dashboards
Results
Significant increase in cross-sell and up-sell rates and retained assets
Re-connection with high value “orphaned” accounts and successful win-back programs
Greater marketing ROI, triggered by alerts monitoring customer events

40. Oracle BI Apps Pricing/Packaging Model
1. Required Technology Infrastructure (Prerequisite to Analytic Apps)
Oracle BI Suite EE
2. Prerequisite ETL Server and Adapters
Informatica OEM PowerCenter ETL Server
Siebel Adapter (packages support for 6.3, 7.5, 7.7, 7.8)
3. Per User Fees
BI Apps Consumer
BI Apps Observer
Oracle BI Applications
Pricing
Metric
1. Required BI Technology Infrastructure
Oracle Business Intelligence Suite Enterprise Edition
$X or $Y
NUP
CPU
2. Pre-requisite ETL Server and Adapters
Informatica OEM PowerCenter ETL Server1 $X
Server
Data Warehouse Business Adapter for Siebel2
Customer
3. Per User Fees
BI Applications Consumer (total number of users across all applications)
Application User
BI Applications Observer (for HR Analytics & Usage Accelerator for Sales products)
Monitored User
4. Pre-Built BI Application Content Modules
BI Application Content (18 horizontal and 29 vertical) – application-specific content including ETL logic, DAC metadata, physical models, logical models, KPIs and metrics, role- and function-specific dashboards1,2,3
$X & up
CRM Analytics Suite1,2,3
4. Application Content Modules
Content
Sales
Analytics
Service
Marketing
Supply
Chain
Finance
Workforce
1 Requires Oracle Business Intelligence Suite Enterprise Edition and any BI Application
2 Requires Informatica PowerCenter ETL Server (or customer must provide Informatica PowerCenter)
3 Appropriate source adapter required for each operational application used as a source