1. Siebel CRM Professional Edition Platform and Architecture
Alvin Leung
Sr. Product Manager
Oracle Corporation

2. CRM Application Selection Criteria
What are the key criteria for selecting CRM applications ?
<Note: You may be able to obtain the companies actual selection criteria and weightings by reviewing this slide/presentation with your champion during discovery> Primary Message: We’ve listened to and understand your business and IT requirements and can tell you where Siebel is the best fit for your company
Based on discussions with many of you, we mapped your business and technical requirements into the CRM components you will need to create a customer driven enterprise.
<Spend a few moments and remark on the most significant areas>
If we are going to spend time looking at the Siebel architecture with a goal of trying to understand its advantages for your organization –
We need to understand the criteria used in the decision process of choosing an application architecture:
During your evaluation process you will be ranking applications from various vendors using criteria similar to those listed here.
When you review an application architecture, its easy to get hung up on acronyms and technology buzz words but these are only relevant if their usage will provide significant business benefits, so its important to understand the important areas we need to focus on to make sure we provide an architecture that can address the business needs today and in the future..
First, because, the ROI on application architecture is derived from the applications deployed using it.
Therefore to properly understand the technical architecture, we have to understand the business priorities and resulting business strategy the architecture was designed to support.
So then we will look at the Siebel Solution for addressing these priorities, we only have time for an overview today, however we’re more than happy to come back in the future and drill into more specific areas.
At the end of this presentation I hope you will have an understanding of some of the key benefits of the Siebel 7 application architecture and feel confident that the solution can provide the same benefits to you as it does to our existing customer base.

3. Ten Critical Success Factors for CRM Implementations
Establish measurable business goals
Align business and IT operations
Get executive support up front
Let business goals drive functionality
Minimize customization by leveraging out-of-the-box functionality
Use trained, experienced consultants
Actively involve end users in solution design
Invest in training to empower end users
Use a phased rollout schedule
Measure, monitor, and track

4. Ten Critical Success Factors for CRM Implementations
Establish measurable business goals
Align business and IT operations
Get executive support up front
Let business goals drive functionality
Minimize customization by leveraging out-of-the-box functionality
Use trained, experienced consultants
Actively involve end users in solution design
Invest in training to empower end users
Use a phased rollout schedule
Measure, monitor, and track

5. Siebel CRM Architecture Solution Set
Support multiple channels
Optimized for different users, usages, devices
Consistent, common logic
Empowering Applications
Thousands of deployments, millions of users
Extensive partner ecosystem
Easily, highly configurable
Extensive runtime customization
Testable and upgradeable
Flexible and Maintainable
Proven Results
Primary Message:
Siebel can help you align business and technology requirements. The core of the architecture is the customer.
The Siebel 7 architecture provides tools and technologies is designed to deliver the tools and technology you need to support your company’s business goals and become a ‘Customer-Driven Company’.
To guide for our discussion, the various elements in the architecture are categorized into one of 5 groups:
The Siebel 7 architecture as a platform for delivering empowering applications
The tools and technologies provided to enable you to deliver a flexible and maintainable solution to your business users
The infrastructure components available to you to ensure that your solution is secure, available and scalable
The broad array of tools and support for interoperability standards to enable seamless integration with other applications
And peppered throughout the presentation and concluding our discussion with examples of how other companies have used the architecture to successfully meet their customer’s demands
Standards-based
Integrate with existing logic and data sources
Near- and real time and batch
Scale to tens of thousands of users, terabytes of data
High availability architecture
Reliable and serviceable
Seamless Integration
Secure, Available, Scalable

6. An Architecture for the Customer-Driven Company
Multi-channel
Extensive Repository of Pre-built, Components
Visual, Declarative Development
Optimized, Metadata-Driven Server Platform
Run-time and Off-line Configuration
Proven Results
Standards-based, Open Integration
Customer-centric Information Model
Vertical Business Functionality
Employee Performance
Sales, Marketing, Service Best Practices
Legacy
OSS HR
Custom
SAP
ERP
CIF
SCM
Process and Data Integration
Business Intelligence and Analytics
Primary Message: The Key Architecture Differentiators in the Siebel 7 platform address the business issues list on the previous slide.
Our architecture is designed to support IT in its effort to meet business objectives.
The Siebel 7 architecture was specifically designed to support your efforts to leverage your products, processes and people to become a Customer-Driven Enterprise.
The Customer Driven Enterprise revolves around the concept of becoming “one company” in the eyes of customers. Often customers feel like they are dealing with three or four companies bound together in name only. A Customer-Driven Enterprise has a single comprehensive view of the customer, which ensures that your customer has a consistent, high quality experience and sees your company and “one company”. One experience, one communication standard, one hotline, one web site, one integrated set of products, one relationship with that customer. One company.
Let’s talk about some of the challenges that businesses face today as they try to become customer-driven.
Many companies operate with product-focused divisions. In the financial services world this could be checking account, savings account, mutual fund, and retirement vehicles.
[you can customize this to fit the industry of your customer/prospect.]
The product-focused divisions can easily become informational silos, with very little communication back and forth.
---
Each division interacts with its customers across multiple channels and has its own business processes.
All this results in inconsistencies in the way the company markets to, sells to, and provides service to its customers.
These inefficiencies have an impact on customer satisfaction and revenue.
Further complicating this picture, employees aren’t necessarily aligned, taking the right actions to satisfy customer-driven goals. And finally, applications are not integrated, which makes it extremely difficult to deploy seamless, end-to-end business processes.

7. Empowering Applications
Key Solution Components
Out-of-the-box support multiple devices, connectivity, and interaction models
Solutions for both inter- and intra-enterprise users
Provide the right functionality, interactivity for each type of user
Consistent business logic and data across channels
Consistent business logic and data and channel-optimized deployment options.
Empowering
Applications
Primary Message: The architecture can support your customers where ever you choose to serve them

8. A Proven Application Platform
Pre-built applications and industry-specific business processes
Customer-centric tools & services
Over 30,000 pre-built CRM components
Over a decade of development and more than $1 Billion Invested
Over 4,500 customer implementations
User Interface
Business Processes
Business Objects & Services
Average Customer Results
2005
Customer Retention
Up 13%
Employee Productivity
Up 18%
Customer Satisfaction
Operating Costs
Down 8%
Revenue
Up 8%
Siebel customer’s achieve substantial benefits from their deployments
What flexibility do you require from an architecture
Primary Message: Extensive support across many platforms, channels and deployment configurations – modular architecture minimizes support requirements while delivering high-value, incremental roll-outs
Siebel 7 can be deployed in many ways, across many platforms and delivering services across many channels.
Multi-platform – 40% of applications run on J2EE
Enterprise installation backup and recovery
Environment Validation Tools
Application Deployment Manager
Enhanced Mobile Client Deployment
End-to-End SSL
Standards-based Data Encryption
Common Authentication Framework
Enhanced Mobile Client Security
HTTP Load Balancer support for Siebel Servers
Cluster Support
Enhanced Documentation
The impact of Siebel solutions has been confirmed through third party studies. Aberdeen Group conducted its own extensive survey of 1,400 Siebel customers, which yielded more than 500 responses. The quantitative benefits reported on the Aberdeen survey—including a 10.4% decrease in operating costs and a 14% increase in customer satisfaction—are in line with results reported on surveys commissioned by Siebel.
Data Services
Integration Services
Siebel DB
External DB
Legacy App

9. Interfaces Optimized for Each User/Channel
Inside Firewall
Outside Firewall
Smart Web Client
Wireless
Standard Web Client
Mobile
Handheld
Siebel OnDemand
Integration
PIM Integration
Where do your customers want to do business with you
Primary Message: Multiple clients, multi-channel share single set of business logic and data – single point to maintain – consistent customer experience
The experience needs to be appropriate for the environment the client is supporting. An amazon.com UI would be totally inappropriate in a Call Centre….
Handheld:
Specialized mobile apps
PocketPC platform
Wireless & cradle synch
HI Web Client
Optimized for IE
Rich and performant UI
Connected and mobile
PIM Integration
Data synch and direct data access from Outlook and other PIMs
PC and handheld devices
SI Web Client
Standard browsers
Highly configurable
Employee, partner, customer apps
Siebel Wireless
Access CRM data via WAP browser
Integration
Inbound
Auto-response
Outbound campaigns
Customer Data
Shared Business Logic and Data

10. Flexible Deployment Options
Centralized 
Centralized
For: Centralized Organizational structure, one center of excellence, single command center
Replicated
Siebel patented Synchronisation Technology
For: Remote disparate sites with poor infrastructure and network, Organizations with branch nodes and legal restrictions around data
Federated
For: multiple organizations working under one Parent, different user communities
Marketing
Using Siebel Analytics and Siebel Datamart
For: data analyses, insight into the business, Marketing activities
Replicated
Federated
Marketing
Primary Message: Multiple deployment options allow Business and IT greater freedom to optimize the customer experience and deliver ROI
Centralized Architecture
Organizations such as IBM, Charles Schwab and Siebel have implemented a Centralized Siebel architecture. This means that there are no replicated instances of the Siebel database out in the field. All users connect either directly to the Siebel database server or access Siebel via Siebel application servers. All communication is over TCP/IP – with the exception of internet (thin client) users who will use HTTP (over TCP/IP).
Replicated Architecture
Many Organizations have implemented a replicated Siebel architecture. This means that there is one HQ node and a number of sub-nodes with replicated instances of the Siebel database out in the field. All users connect either directly to their regional or branch node. This may be either direct access to the database server or managed via the local Siebel Application server running at the branch. Any changes to data are immediately replicated to the HQ node (using Siebel’s own Replication technology) which will then replicate the delta change out to the other sub nodes if required, necessary or permitted.
This replicated topology is necessary for those regions that have legislation that enforce the use of ‘Chinese walls’ that may have poor infrastructure or bandwidth. Since the nature of the replicated data is small (typically field level changes), the over all loading on the network is very light. Controls can be placed on the type and size of information replicated.
Distributed Architecture
Customers may choose to deploy Siebel over a distributed architecture. Here each region has Centralized Architecture – a centrally managed Siebel instance. Hence taking a high-level view, you may find a Siebel instance running with AIX application servers against a DB2 database in Argentina, whilst in Bolivia there is an instance of Siebel running with DB2 on an NT server. Whilst these can be recognised as separate instances, the enterprise can be viewed as a whole through the use of UAN for data and process synch and Analytics

11. Customer Requirements Driven Architecture
Siebel
Mobile Applications
Local DB
Siebel
Customer Apps
Siebel
CRM OnDemand
Multiple Client Device Support
Siebel On Premise Applications
Web and WAP Servers
Siebel Tools
Siebel Repository
.NET /
J2EE
Services
Name Server & Load Balancer
Siebel Server
Siebel
Data
Core Services
Core Services
UI Services
What flexibility do you require from an architecture
Primary Message: Extensive support across many platforms, channels and deployment configurations – modular architecture minimizes support requirements while delivering high-value, incremental roll-outs
Siebel 7 can be deployed in many ways, across many platforms and delivering services across many channels.
Multi-platform – 40% of applications run on J2EE
Enterprise installation backup and recovery
Environment Validation Tools
Application Deployment Manager
Enhanced Mobile Client Deployment
End-to-End SSL
Standards-based Data Encryption
Common Authentication Framework
Enhanced Mobile Client Security
HTTP Load Balancer support for Siebel Servers
Cluster Support
Enhanced Documentation
Analytics
Server
Bus. Process
Data Source Services
Quote to Order
Federated Data Sources
EAI
Data
Mgr
Data
Mgr
Integration Server
Siebel Universal
Data Master
Legacy
JD Edwards
SAP
Oracle
Peoplesoft
Legacy
JD Edwards
SAP
Oracle
Peoplesoft
Data
Warehouse

12. Flexible and Maintainable
Pre-built CRM components, metadata-driven execution and declarative configuration decrease cost of ownership, risk and time-to-value.
Key Solution Components
Metadata-driven applications
Thousands of pre-built components and services
Declarative configuration through Siebel Tools
Extensive runtime customizability
Automated upgrade of configuration and data

13. Administration & Declarative Configuration vs. Coding
Fully Functional, Pre-built Application
Flexible Run-time Administration
Configure using High-level, CRM-specific Declarative Services
Repository-based Metadata Easy to Maintain and Upgrade
Example:
Set read-only views based on user responsibility using run-time admin client
Primary Message: <Put Declarative story here>
Run-time application configuration
Business processes
Data transformation
Assignment rules
Personalization rules
Product configuration rules

14. Repository-based Metadata Lowers Upgrade Costs
“Vanilla Siebel 7”
“Vanilla Siebel 7.8”
“Configured Siebel 7”
“Configured Siebel 7.8”
Primary Message:
Gateway
• Upgraded and live on Siebel (from 7.0.4) in 2 months using 5 FTEs
• Deployed in the US with a user community of 12,000
Total downtime of 12 hours (80% improvement)
Large Financial Services Company
Upgraded directly from Siebel v5.5 to v7.5.3 in one step
Deployed to over 10,000 users across the globe
End-to-end project completed in under 6 months
Production rollout in under 2 days
Large Retail and Corporate Bank
Upgraded directly from Siebel v6.3 to v7.5.3
Live in several branches. In process of rolling out to hundreds of branches.
Siebel Systems
Upgraded and live on Siebel 7.7 (LR)
Deployed to over 5000 users globally

15. Globalization Made Simple
Built-in Object and Tools Support
Unicode
Globalization
Global Data
Universal Time Code (UTC)
Multi-org schema
Locale Support
Date and Time
Multi-Byte
Bi-Directional
Currencies
Locale-specific Spell Checking
Localization
Call scripts, templates
Primary Message:
An example of something that cannot be bolted onto the architecture – globalization must be a design priority
Siebel translates user interface elements such as field labels, view bars, screen bars, menu items, error messages, and dialog box text into multiple languages
Siebel locale settings are independent of those used by the Server OS
One physical server can Support multiple locale-specific data formats
Locale Types
System Locale
Determines the default codepage for the system.
User Locale
Determines the settings used for formatting displayed locale sensitive data such as dates, times, numbers, currencies and other entities.
Input Locale
Provides the setting for user input through keyboard. It handles keyboard layout and input methods.
Chinese (Simplified & Traditional), Czech, English, Danish, Dutch, French, Finnish, German, Italian, Japanese, Korean, Portuguese (Brazil & European), Spanish, Swedish

16. Tools To Enable The Customer-Driven Enterprise
Decrease the cost of ownership and time to business value
Tools for testing interoperability
Proven application upgrade technology
Graphical configuration tools for
Data Analysis
UI Design
Workflow Development…
Infrastructure environment validation
Application testing API’s
One important thing to understand about Siebel is we focus on understanding the Problems, Areas of Concern our customers experience, and then focus on reducing the experiences of owning and operating an application architecture that cost money and develop our architecture to address and overcome these.
One such area is that of testing, as Boelm and Basili note, the relative costs of having to fix an error later in the development cycle grow excessively. However the cost of implementing consistent, repeatable testing systems can also be to costly..
A system outage for a large Siebel call center in the communications & media industry costs up to US$18,000 per minute in lost revenue during peak hours
Siebel recognised this issue and addressed it in our current release by providing an out of the box – api’s to support testing software, and we partner with companies like Mercury Interactive to enable you to automatically generate test scripts from your Siebel environment and execute them.
Other tools Siebel has developed:
To optimise Interoperability – DTD Generation, Webservices Publication and Consumption etc..
Upgrading
Data Modelling
Environmental Testing
Define
Discover
Design
Configure
Validate
Deploy
Sustain
Relative Project Cost of Correcting an Error 1X
3-6X
10X
15-40X
30-70X X
(Source: Boehm & Basili, NSF CeBase, 2001)

17. Secure, Available, Scalable
Secure, high availability, highly scalable architecture with extensive monitoring and diagnostic capabilities and proven large scale deployments
Key Solution Components
Benchmarked and proven deployments to tens of thousands of users and terabytes of data
High availability architecture
Provides a secure, reliable and serviceable environment
Architected to enable business growth
Primary Message: The Siebel architecture addresses both the needs of the business and IT’s priorities – and is designed to keep pace with tomorrow’s challenges and growth

18. Security Model Layered Security Model Standards-based Secure Processes
Access Control
Data Privacy
Audit Trail
Secure Data Storage
Internet/ Intranet
APPLICATION
DATA
User Management
Firewall Protection
Secure Communication
Secure
Deployment
Authentication
Layered Security Model
No Single Point of Failure
Standards-based
Secure Processes
Hardening Guides
Vulnerability Testing
Secure Configuration Practices
Primary Message:
RSA SHA-1 Password Hashing
Documented upgrade path to migrate existing passwords
Includes support for Mobile Client passwords
AES Data Encryption
Provided as a Business Service (similar to existing RC2 Encryption Service)
Upgrade utilities provided to migrate existing data
Support for multiple key lengths – 128, 196 and 256
The Siebel Platform exploits the strengths of our n-tiered architecture to provide multiple deployment options for the Siebel eBusiness Applications. By co-locating the software tiers on client machines or distributing them across hardware tiers, we support multiple client types.
The Object Manager and Data Manager layers operate predominantly in the mid-tier Siebel Enterprise Server as a highly scalable, multithreaded, multiprocess engine, called the Application Object Manager, that executes all of the application logic for our thin clients, interfaces, and voice and interaction products. The Siebel platform provides two types of thin clients that can use this logic engine: The first is the HTML Thin Client, which provides a pure web interface requiring nothing other than a web browser on the client device. The HTML Thin Client operates against an industry-standard web server, which in turn connects to the Object Manager through the Siebel Web Server extension, a high performance NSAPI or ISAP extension layer. The HTML Thin Client can be used by any device running a recent web browser, or with the addition of a WAP Gateway can be accessed from WML browser-equipped wireless devices. The second is the Windows or Java Thin Client, which use a thin layer of Siebel code on the client device to render Siebel’s native user interface, providing a more interactive interface with greater functionality than is possible using just HTML in a web browser. The Windows Thin Client can run inside a web browser or as a standalone application on Windows platforms; the Java Thin Client runs as a Java application on non-Windows platforms.
Collectively, the Siebel Thin Clients reflect a clear industry trend toward thin clients and multi-tiered deployments. In fact, many of our competitors have taken this trend to the extreme of offering only browser-based clients for their applications. While thin clients offer clear advantages in reduced software maintenance, lower client resource requirements, and fewer platform dependencies, they have very clear tradeoffs in network and hardware requirements that mean they may not be a suitable choice for all deployment models. For example, your field sales or service users probably need full access to their eBusiness applications from client sites, airplanes, foreign hotel rooms, and other places where a persistent network connection such as dialin isn’t readily available, sufficiently performant, or is simply cost-prohibitive. Or you may have geographically distributed call centers or regional offices where the network infrastructure doesn’t provide the very low latencies required for reasonable performance of network-intensive thin client applications. Or you may simply want to avoid the costs and administrative overhead of building a multi-tiered server environment to support your eBusiness deployment.
Rather than try to convince you that one size fits all and have you change your business requirements to meet the restrictions of our products, the Siebel eBusiness Platform provides additional deployment options to address these more complex needs.
The Object and Data Manager layers of the application can optionally be run locally on the user’s PC as a Dedicated Client. The Dedicated Client can run in connected mode, with a network connection to the Siebel Database Server for data manipulation and optionally a connection to the Siebel Enterprise Server, our mid-tier application server, for access to complex engines such as Dynamic Assignment Manager. With the logic engine executing locally, the Dedicated Client is less latency sensitive than multi-tiered thin clients and can provide better performance in geographically distributed deployments. The Dedicated Client also provides a much richer and more interactive set of client-side interfaces for integrating with other client applications.
For users who need full access to the Siebel eBusiness Applications while working remotely, the Dedicated Client can also operate in mobile mode using an embedded local database. This provides the same data access and functionality as connected mode. The mobile user will periodically connect to the Enterprise Server to bidirectionally synchronize data updates using our patented Siebel Remote technology, which uses a transactional, field-level net change engine for robust and efficient data synchronization.

19. Collaboration with Customers and Partners
Continuous Discussions with Select Customers for Network and Application Security
Customer Interaction for Access control, Audit and Data Privacy
Solid Relationship Development with Security Partners

20. Platform Fit for SMB Companies
Siebel Call Center
Siebel Self Service
Siebel components can reside on one box
Web Server & Database Server typically reside on their own boxes
Minimum hardware investment
Web Server
Siebel Server
Name Server & Load Balancer
Server Components
Services
Smart Web Client Architecture
Multiple clients
Optimized for different types of users
Portal Framework
Standard HTML Client
Highly Interactive Smart Web Client
Html template caching
High performance UI rendering engine
Data transmitted independently from HTML
Client-side integration
Web Server
Web servers supported:
Microsoft IIS,
iPlanet/SunOne,
IBM’s IHS,
Apache for HP
Compressed data transmissions
Message based interactions
Very light load on Web Servers
Acts solely as HTTP transmission layer
(no JSP/ASP code)
Siebel Server Infrastructure
Platforms supported:
W2K, .Net, AIX, Solaris, and HP-UX
Linear scalability:
across a multiple CPUs
across many servers
Functional specialization of server components
Application execution partitioned
Load balance requests from client and servers
Object Manager network traffic compression
Advanced Database Support
Leading DBMS support:
SQL2K,
Oracle 9i,
IBM DB2/UDB for AIX & 390
Data manager generates optimized SQL
Database connection pooling & multiplexing
Single DBMS can support 75,000 very active
current users
Scalable from PDA to DB2 Sysplex
Horizontal scaling w/ Siebel Replication Server
Broker

21. Yet Highly Available as Requirements Grow
Distributed Services
Multi-threaded, multi-process services
Balance work across servers
Siebel Call Center
Siebel Self Service
Load Balancer
Web Servers
Shadow Server
Broker
Server Components
Name Server
Failover
Load-balanced Services
Use standard HTTP load balancing
Web Servers
Web Servers
Name Server & Load Balancer
Failover Services
Redundant server components
Siebel Server failover
Redundant database server
Siebel Enterprise
Siebel Server
Siebel Server
Server Components
Primary Message:
Certified on industry-leading cluster software platforms (7.5.3)
HP MC Service Guard A.11.14
IBM HACMP 4.5
Microsoft Clustering Service (NT 4.0 / 2000)
Sun Cluster 3.0
Veritas (for Solaris) 3.5
HA Support for Siebel Reports Server
Automatic load balancing of report requests across multiple Report Servers
Re-routing of report requests upon failure of any node in the Reports Cluster
Server Components
Services
Services
Certified for…
Microsoft Clustering Service
Sun Cluster
Veritas (for Solaris)
IBM HACMP
Broker
Broker

22. Summary: A Secure, Reliable, Scalable Platform
Siebel Call Center
Siebel Self Service
Open, standards-based encryption and authentication
Stateless Web Server, Load Balancing
Flexible scaling options
Load balanced services and servers
High-availability fail-over and clustering
Database connection pooling and multiplexing
Web Servers
Web Servers
Name Server & Load Balancer
Siebel Enterprise
Siebel Server
Broker
Server Components
Services
Siebel Server
Broker
Server Components
Services
Smart Web Client Architecture
Multiple clients
Optimized for different types of users
Portal Framework
Standard HTML Client
Highly Interactive Smart Web Client
Html template caching
High performance UI rendering engine
Data transmitted independently from HTML
Client-side integration
Web Server
Web servers supported:
Microsoft IIS,
iPlanet/SunOne,
IBM’s IHS,
Apache for HP
Compressed data transmissions
Message based interactions
Very light load on Web Servers
Acts solely as HTTP transmission layer
(no JSP/ASP code)
Siebel Server Infrastructure
Platforms supported:
W2K, .Net, AIX, Solaris, and HP-UX
Linear scalability:
across a multiple CPUs
across many servers
Functional specialization of server components
Application execution partitioned
Load balance requests from client and servers
Object Manager network traffic compression
Advanced Database Support
Leading DBMS support:
SQL2K,
Oracle 9i,
IBM DB2/UDB for AIX & 390
Data manager generates optimized SQL
Database connection pooling & multiplexing
Single DBMS can support 75,000 very active
current users
Scalable from PDA to DB2 Sysplex
Horizontal scaling w/ Siebel Replication Server

23. Standard and High Interactive Web Client
Standard Web Client
HTML-only, browser-based client application with lower levels of user interaction
Used when version of browser cannot be dictated
Supported by standard browser
Highly Interactive Web Client
Same levels of interactivity as a Win32 application to support the demanding users
Supports client-side integration to desktop applications
Intelligent data retrieval and UI management
Typically employee-facing applications
Only supported on later releases of browser – IE 5.5+
Business benefits: Siebel gives a choice of client – use the right client for the right environment (targeted end user)
Patter:
The Standard Interactive Web Client is a tradition web client. By using only base-line browser functionality, it can be used across a wide variety of browsers, especially when you have little or no control of what browser your users are running - such as in the public facing .COM applications. It supports all of the most common browser types, and you can configure it to adapt to the different browser capabilities that are out there.
The High Interactive Web Client is designed to provide the rich user interface of a Win 32 application within a browser. Despite being a zero-install client, it provides full in- and out-bound desktop integration so that you can integrate with your other applications. Driven by powerful logic running within the browser, it provides intelligent data access and user interface management. Because it runs on recent browsers - IE it tends to be run in environments where you can control the browser, such as employee facing applications.
Commentary:
The key here is just to illuminate the differences between the two clients. We don’t want to spend too much time on the Standard client.

24. Smart Web Client vs. Basic HTML Client Performance
Middle Tier Servers
Page Refresh:
Clicks:
Round Trips: 35
Net Traffic: 413KB KB
HTML Page Refresh
Business benefits: highly interactive client provides a well designed browser based client that leverages the rigorous separation of layers of the Siebel Smart Web Architecture
Patter:
I’ve mentioned that the High Interactive Client provides a great deal of processing within the browser. I want to explain a bit about how that’s done and what benefits come from that.
When we look at this picture, we can see the browser on the left with the web server and app servers on the right. The browser, like browsers always do, presents an HTML user interface to the user (Top box in browser). While the browser presents the UI to the user in a graphical fashion, it also presents a series of objects that make up that UI to the JavaScript code behind the UI. These objects - part of the Document Object Model - allow code (JavaScript) to manage the user interface and react to events that take place in the user interface (such as the click of a push button).
Below these two boxes (HTML Document and DOM), which the browser provides, are the components of the Siebel Web Client High Interactivity Framework. The heart of this framework is the Siebel Interaction Manager. It listens to the events coming from the user and determines how to react. For example, if the user tabs out of a date field, the SIM will validate the format of the date.
What makes this smart web architecture so exceptional is the amount of work that we accomplish in the browser that doesn’t have to be sent to the server. When the user decides to move to a new page in the application - perhaps drilling down on a contact from the portal page - the SIM will work with the Frames Based Communication manager to determine first if the HTML template for the page already exists in the cache (point to the template cache) and, if not, has it requested from the app server and then cached for future use. Once the page layout is found - locally or on the app server - the SIM uses the Communication Manager to retrieve the data for the view. As you saw before, this allows us to optimize our network traffic, only fetching data once we have the page layout cached. If you’ve ever looked at the HTML code for a typical web page, you know the actual data that makes up the page is just a small portion of the overall page, so you can see that separating the UI and Data Channels gives us a tremendous performance boost.
While the SIM listens to and responds to UI events fed to us from the browser, we also provide the ability for customers to write scripts that get automatically downloaded to the browser. You can script not only all of the typical DOM events - onClick(), etc. - but also Siebel object events, such as creating a new record, invoking business service methods, or navigating in the UI. This allows you to tailor the processing in the client to precisely your needs.
While the vast majority of the Siebel UI is built out of HTML, there are a few places where we have augmented the UI. If you’ve seen our administrative tools for building workflow processes, you’ve seen an example of a Java applet in the UI - providing specific functionality that would be hard (or impossible) to build in HTML, but nevertheless limited to just those roles.
One last component of the High Interactivity Framework - the Automation Interface. While Siebel is taking the lead in moving high powered UI functionality into the zero install, browser-based realm, our customers still have a tremendous investment in other desktop applications. As part of our commitment to being a “best citizen” and getting along well with other applications, we provide the ability for other desktop applications to call into the Siebel environment and leverage both browser and server integration resources.
The benefits our customers derive from using this architecture are numerous. First, of course, is the power of a win 32 UI in a browser based application. This lends to greater user acceptance, especially in demanding environments such as call centers. All of the standard edits, validations, pop-ups, etc., are available locally without doing a page refresh.
Second is a benefit that both the users as well as the IT organization can appreciate, reduced network utilization. This means that not only will interactions with the server require less bandwidth, but they will happen much more quickly as a result.
Commentary:
This slide is intended to walk through the High Interactivity Framework and to give the customer a feel for the power and sophistication that we deliver to the desktop through the browser.
Questions / Objections:
Q: What components of the application are implemented in Java?
A: In every view, the menu at the top (File, Edit, etc.) is Java, as is the message bar at the bottom of the page. If you are using CTI, the CTI toolbar is also implemented in Java. The Frame Based Communication manager use a hidden Java applet to manage its communications to the app server. In applets, any of the pop-up menus are implemented as Java applets. Beyond that, key features of the application, such as the workflow process editor, are implemented as Java Applets.
Q: Can the HIF run without Java?
A: No.
Q: What components of the application are implemented as ActiveX controls?
A: The Automation Interface and the extended keyboard short cuts.
Q: Can the HIF run without ActiveX controls?
A: Yes, both of the above features can be disabled in the config file.
Old Notes:
Better Network Utilization
Less data per round-trip after initial data download
Layout information downloaded once per view instantiation
Client-side validation
Date/Time validation
Required Fields
Specialized Applet/BusComp code
Can implement frequently used subset of server side logic in browser
Provide a Platform for Extensibility and Integration*
By Siebel Developers (Specialized Applets/BusComps implemented in JavaScript)
By Siebel Customers (Browser Script)
Leverage a familiar Object Model
Siebel
Application
Server
Web
Server
Siebel Interaction
Manager
Page Refresh: 1
Clicks: 5
Round Trips: 20
Net Traffic: 49KB
UI Channel
Data Channel
View Cache
Highly Interactive Client

25. Seamless Integration
Seamless Integration
A broad set of standards-based services support seamless bidirectional integration
Key Solution Components
Standards-based
Pre-built services for connectivity, transport, transformation
Portal integration
Large volume batch integration
Primary Message:
Business benefits: right technology for right need (tools and components, pre-built connectors and 3rd party vendors)
Patter:
Siebel’s approach to integration is to provide you a comprehensive set of tools and technologies that help you to interface Siebel to any application in any way needed.
A series of technologies representing the core facilities of integration - such as a Service Oriented infrastructure, web services, traditional EAI including transport adapters for HTTP, MQ series, and so on.
Also provided are powerful tools that allow you to build complete integrations. A Data Mapper that allows you to transform data formats between Siebel and your other applications. A meta data wizard that allows us to read data format specifications - such as XML DTDs - for use in mapping. A Dispatch service that allows you to decode incoming requests from external systems and route them to the right process for handling. And a powerful workflow tool that allows you to build complicated - or simple - multi-step processes for integrating with external systems, complete with branching logic and error handling.
These tools allow you to build complete integrations with external systems, but we and our partners have collaborated to pre-build connections into popular applications, such as SAP and PeopleSoft. While these pre-built connectors provide complete functionality, you can use the tools I just described to tailor them to your precise requirements or extend their functionality.
Let’s take a closer look …

26. Flexible Integration Framework
Scenario
Siebel Solution
Process & Data Integration
EAI Components
Universal Application Network
Service Oriented Applications
Application Services Interfaces
Non-standard Integration
Virtual Business Components
External Business Components
Synchronize
Enterprise Integration Manager
Portal Integration
Portal Framework
Service
Oriented Applications
Portal
Framework
EAI
Maximizing
Inter-operability
With
Siebel
Process Integration
Enterprise
Integration Manager

27. Integration Scenario: Synchronize Address Change
Call Customer Service
New Address
End Call
Customer
Display Addresses
Capture
New
address
Update Siebel Address
Customer Service
Rep Siebel Call Center
Request
Customer’s Accounts
VBC
ASI
Validate
Address
JMS Transport
Middleware
Retrieve
Accounts
Synchronize
Clean Address
Back Office Systems
Business Integration Process
Business Integration Process
Back Office Systems

28. Proven Results
Proven Results
Extensive real-world experience with the largest CRM deployments helps to refine and drive our architecture and our partners
Key Solution Components
Proven in of very large scale deployments
Close relationships with leading technology companies
Siebel focused on customer success

29. Siebel CRM: Proven Scalability
Company
Production Users
60,000
57,000
32,000
28,000
26,300
25,500
23,000
21,800
21,000
20,300
14,000
13,800
12,000
Company
Production Users
12,000
12,100
11,900
10,750
10,500
10,450
10,000
9,100
8,700
8,500
8,250
With the kind of results that companies like P&G, BT, and HP are achieving, it’s no surprise that today’s organizations are increasingly trying to empower employees with tools and information that drive customer insight, leading to improved service and customer satisfaction, higher productivity, increased revenue, and reduced operating costs. As a result, we are now seeing CRM extended throughout the enterprise, in large-scale deployments that support tens of thousands of users.
Siebel solutions power the largest CRM deployments on the planet, such as IBM with 60,000 users. All of these companies are using CRM to support strategies aimed at maximizing the value of their customer relationships.

30. Continued Innovation and Domain Expertise
2001
2002
2003
Spring 2004
Winter 2004
Future
Siebel 7.0
Siebel 7.5
Siebel 7.7
Siebel 7.7+
Technology Direction
Smart Web
400+ applications
20 Industry specific applications
Global support
Simultaneous shipment of languages and platforms
Best practices
Web services
Performance enhancements
Unicode
TCO reduced
Performance
Usability
New applications
Marketing
Analytics
Industrial
Dramatic TCO reductions
New functionality and processes
Industries
CRM
Enhanced MS Office Integration
Next-generation analytics platform
Deep industry functionality
End-to-end processes
Full business intelligence
Robust collaboration and knowledge management
Expanded mobile solutions
Federated data support
Siebel 7 platform through 2010
Service Oriented Architecture
Multi-platform support including .NET and J2EE
Rapid adaptability
Complete business process support
Increases in performance and scalability
Mission critical reliability, availability & serviceability
Continual Improvement to Reduce Operating Costs
Advanced Features Improving Internal and External Interoperability
Unique Runtime Process Support enabling Business Innovation
Optimised and Proven Scalability support for Business Growth
Inherent Flexibility to provide for Agility and Business Diversity
Mature and respected approach to Providing Security
Leverages Development Partnerships to Reduce the Risk of Technology Changes

31. Q
& A

32. Bring up on stage two customers to tell the audience about their experiences.
Manpower Associates is a $14.9B global company with 27,000 employees in the temporary staffing business. Manpower runs a combined PeopleSoft Enterprise and JD Edwards EnterpriseOne shop. These experts in human resources use Enterprise HCM for their own staffing and EnterpriseOne Payroll and Service Billing for handling the large volumes of US-based temporary staff. Manpower is very happy with Oracle’s support since purchasing PeopleSoft and is looking forward to a long relationship with Oracle.
Spokesperson will be Jay Schaudies, Vice President, Global eCommerce.
Welch Foods is the food processing and marketing arm of National Grape Cooperative Association. Organized in 1945, National Grape is a grower-owned agricultural cooperative with 1,461 members. The company, headquartered in Concord, Massachusetts, operates six plants located in Michigan, New York, Pennsylvania and Washington. The company was running a mix of legacy, home grown, and manual systems that failed to provide senior management with accurate and timely cost and production information. Welch’s required a centralized manufacturing and financial information system to improve management decision making. The solution had to be hot-pluggable with existing technologies, for example, Welch’s Plumtree portal.
Welch Foods chose Oracle over SAP for this business-critical application. The key to the customer’s business problem was their ability to manage costs. The company’s costs are driven by fruit solid content in each of their products, and they use a specialized technique called BRIX for measuring and calculating the cost of materials. Welch’s compared SAP and Oracle SAP’s software was too rigid and, therefore, unable to include the BRIX calculation in their manufacturing solution. Only Oracle’s OPM could bind this custom cost method into the Quality Management Process.
Technology customer yet to be determined. Current possibilities include eBay and FTD Florists.