Siebel CRM: Introduction

Siebel
CRM
Srinivas Meda
Introduction: -
Siebel CRM Systems, Inc. was a software company principally engaged in the design,
development, marketing, and support of customer relationship management (CRM) applications. The
company was founded by Thomas Siebel and Patricia House in 1993. At first known mainly for its sales
force automation products, the company expanded into the broader CRM market.
Oracle's Siebel CRM Technology provides the server framework to support Siebel Applications. It
delivers solutions for: Development, Diagnostic, Integration, Productivity, and Mobile services.
Siebel is a brand owned by Oracle Corporation since 2006 History (prior to 2006) – • Siebel CRM
Systems, Inc. was a software company principally engaged in the design, development, marketing, and
support of customer relationship management (CRM) applications. • Siebel Systems, Inc. began in sales
force automation software, then expanded into marketing and customer service applications. • 1993:
Siebel Systems, Inc. is founded by Thomas Siebel and Patricia House. • 1996: Siebel becomes a publicly
traded company. • 2000: Revenue surpasses the $1 billion mark. • 2006: Oracle acquires Siebel Systems.
Oracle engineers configured different Siebel CRM tiers in virtualized environments on SPARC T-Series
servers. In the test, engineers consolidated tiers on a single server, configuring each Siebel CRM tier in a
separate container or domain. To facilitate HA capability, engineers implemented Oracle Solaris Cluster
(which supports both Containers and domains) on two SPARC T-Series servers to simulate mission-
critical Siebel CRM application workloads in a consolidated yet resilient virtualized environment.
Siebel Architecture and Infrastructure

shows a generic representation of the architecture and infrastructure of a Siebel Business
Applications deployment. Your Siebel applications might be deployed differently. For descriptions of
individual entities included in this illustration, see Siebel Deployment Planning Guide, Siebel System
Administration Guide, and the Siebel Installation Guide for the operating system you are using.
Generic Architecture of Siebel Business Application
The Siebel CRM application suite includes the following tiers:
Siebel Application Object Managers. Siebel Application Object Managers are Siebel Server
components that reside on a Siebel Server and support users accessing Siebel applications through the
Siebel Web Client and a Web server, or through external applications.
Siebel
CRM
Srinivas Meda
Siebel Web Client. The means for end users to access Siebel application features and data. Siebel
Web Client uses a Web browser.
Siebel Communications Server. Siebel Communications Server provides an infrastructure to

support several kinds of communications activities for Siebel Business Applications users, including
session communications (such as voice calls) and inbound and outbound communications (such as
email).
Siebel Workflow. Siebel Workflow is an interactive environment that automates business processes
such as automating escalation of events and notification of appropriate parties; routing and assigning
work; processing work; and enforcing authorization and transition rules.
Siebel Configurator. Siebel Configurator supports order management and product configuration
functions for Siebel applications.
Siebel Enterprise Application Integration (Siebel EAI). Siebel EAI provides components for
integrating Siebel Business Applications with external and internal applications, and provides inbound
and outbound interfaces to and from a Siebel application.
Siebel Enterprise Integration Manager (Siebel EIM). Siebel EIM provides components that
transfer data between the Siebel database and other corporate data sources.
Siebel Remote. Siebel Remote provides components that allow Siebel Mobile Web Clients (typically
operating remotely, in disconnected mode on a laptop) to connect to a Siebel Server and exchange
updated data and files, a process known as synchronization.
Siebel Tools. Siebel Tools is an integrated development environment for configuring aspects of a
Siebel application, including elements in the data objects, business objects, and user interface objects
layers. Siebel scripting languages are also managed in the Siebel Tools environment.
Siebel
CRM
Srinivas Meda
 Only Oracle invests considerable resources to deliver industry-leading CRM technology

 Improves IT operations with the ability to configure CRM business rules once and deploy
everywhere
Siebel
CRM
Srinivas Meda
 Improves user adoption by extending CRM to commonly-used Microsoft Outlook applications
 Delivers mobile applications tailored to meet the requirements of a broad range of industries
Benefits for Siebel CRM

 One of the most widely-used and popular customer relationship management (CRM) systems in
the market today, Oracle Siebel CRM is noted mainly for its sales force automation roots and its
vast collection of solutions that are tailored to fit 20 different industries
 On top of Oracle Siebel CRM’s deep roots in sales force automation,
 Users have the option to deploy Oracle Siebel CRM as an on-premise or on-demand solution,
giving them the flexibility they need and enabling them to incorporate the software based on
their requirements instead of having to modify their existing setup and processes around it.
 Oracle Siebel CRM is a multi-awarded and widely recognized CRM software, a clear indication of
how it impacts businesses, their performance, and overall growth. Analyst firm IDC declared that
Oracle Siebel CRM is the leader of the CRM market when it comes to sales force automation
(SFA), marketing and customer service. Data monitor, another research and analysis agency,
placed Oracle Siebel CRM as one of the top solutions in almost every aspect of CRM technology.
Overview of Siebel CRM Features

 Sales
 Quote and Order Capture
 Enterprise Marketing Suite
 Contact Center and Service
 Self Service and E-Billing
 Partner Relationship Management
 Sales Analytics
 Partner and Channel Management
 Email Marketing
 Marketing Analytics
 Quote and Order Lifecycle Management
 Product and Pricing Analytics
 Product and Catalog Management
Technical details
Devices Supported
o Windows
Siebel
CRM
Srinivas Meda
o Android
o iPhone/iPad
o Mac
o Web-based
Language Support
o English
Pricing Model
o Quote-based
Customer Types
o Small Business
o Large Enterprises
o Medium Business
Deployment
o Cloud Hosted
o On Premise

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Siebel

Siebel Architecture and Infrastructure

Generic Architecture of Siebel Business Application

The Siebel CRM application suite includes the following tiers:

Siebel Communications Server. Siebel Communications Server provides an infrastructure to

 Only Oracle invests considerable resources to deliver industry-leading CRM technology

Benefits for Siebel CRM

Overview of Siebel CRM Features

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