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MDM on the Siebel Platform Delivering Great Customer Experience with Complete Customer Data

MDM on the Siebel Platform Delivering Great Customer Experience with Complete Customer Data. Bill Miller Director, MDM Product Management – Oracle Customer Hub. Agenda. Trends in the MDM & Data Governance Community What we are Seeing & Analysts are Saying

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MDM on the Siebel Platform Delivering Great Customer Experience with Complete Customer Data

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  1. MDM on the Siebel Platform Delivering Great Customer Experience with Complete Customer Data Bill MillerDirector, MDM Product Management – Oracle Customer Hub

  2. Agenda • Trends in the MDM & Data Governance Community • What we are Seeing & Analysts are Saying • What we are Hearing from our Customers • Oracle Customer Hub (OCH) Status & Roadmap • Recent Accomplishments • What We are Working on Now • What We are Planning for the Future • Oracle’s Corporate MDM Strategy and Key Investment Areas • Solution Offering Ecosystem Summary • Key Investment Area Summary

  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 Oracle’s products remains at the sole discretion of Oracle.

  4. The Oracle Customer Experience Portfolio • MDM provides The Foundation for a great CX Contact Center In Store Field Service Social Direct Sales Mobile Channel Sales Oracle Commerce OracleSales Oracle Marketing Web Oracle Social Oracle Service Channel Sales Web Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle Integration and BPM/SOA Tools Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools Deployed modularly for discrete business problems or as a suite of applications to address touch points across the customer lifecycle Open and standards based, enabling extension and integration with existing and third party solutions Complete portfolio of best-of-breed solutions to deliver better customer experiences

  5. Master Data Management (MDM) – What Is It? At Oracle, Master Data Management (MDM) is the foundational component of CRM/CX. It provides not only “data quality” tools, but also the datamodel, workflows and services to deliver a consistent, complete, “Best Version” customer profile toall operational and analytical applications across the enterprise. This drives IT agility, revenue, risk management and compliance. Web Field Sales Partners Social Tele Sales Master Data Management

  6. Oracle Master Data ManagementTrends in the MDM &Data Governance Community

  7. Market Trends in the MDM Community • What We are Seeing & Analysts are Saying • Data Quality Continues to Rank in CxO Top 10 Issues. • Trends in Social, Mobile & Cloud converging to create “Nexus”* • MDM is Key Enabler of “Big Data” Concept to Action. Multiple sources: IT Pro, Forrester, Gartner, TDWI * Source: Gartner Research - The Nexus of Forces: Social, Mobile, Cloud and Information’ dated Jun 14, 2012 Source: Harvard Business School - Delivering on the Promise of Great Customer Experiences dated Aug, 2013 The Information Difference, Ltd.- Big Data & MDM Survey November 2012

  8. What We Are Hearing From Our Customers… (1 of 2)

  9. What We Are Hearing From Our Customers… (2 of 2)

  10. Oracle Master Data ManagementOracle Customer Hub (OCH)Status & Roadmap

  11. MDM On The Siebel Platform: UCM (Oracle Customer Hub) • Best of Breed Data Model in a Single Platform • Purpose Built with rich, robust, flexible design • Supporting capabilities in Sales, Service, Marketing, Loyalty, Finance and Order Management • Comprehensive, Usable, Mobile and Social, Multiple Party Types • Deep MDM Industry Innovations & Best Practices • Source Data History, Source Hierarchy & Cross-Referencing, DQ Process Integration, Child Entity Mastering, B2B and B2C, • 21 languages supported and multiple Industry MDM-specific capabilities in a single repository • 20 years of Industry specific experience and business enablement delivered • Agile Configuration & Deployment Architecture • Scalable, Reliable, Configurable, Upgradable • Flexible, Open “Publish/Subscribe” Integration Capabilities • Quicker go to market with new tooling

  12. MDM Manages Ongoing Information ChangeConsolidate, Cleanse, Standardize, Cross-Reference, Govern, and Share ETL trusted crowd-sourced social Store Mobile Social Online Call Center Middleware Region Ecommerce Region International Dept App ETL

  13. Key Components of Oracle Customer HubThe Source of Clean Data for Your Enterprise Deep & easily configurable yet upgradeable Industry specific schema World class data governance Pre-built library of extensible fine grain & composite web service Web ServicesLibrary GOVERN Events & Policies Publish &Subscribe SHARE Data Governance Manager Transports &Connectors Trusted Customer Data History& Audit Registry Authorization Roles & Relationships Party Brands Vertical Variants Related Data Entities Multi-language List Import Workbench Manage Decay Identification & Cross-Reference Address Validation Robust DQ & uniqueKnowledge BasedMDM offering High performance “heavy duty” import Source DataHistory Enrich CLEANSE Enhanced Match & Merge Unmerge Rules based Survivorship CONSOLIDATE

  14. Oracle Continues To Invest in Siebel Customers 2014-FP 1H 2015 2016-FP 1H 2017 2018-FP Spring 2019 Siebel 8.1.1.10 Siebel 8.2.2.3 2019 FP 1H 2019 2013-FP 1H 2014 2015-FP 1H 2016 2017-FP 1H 2018 2020+ 2013 2014 2015 2016 2017 2018 2019 2014-IP 2H 2014 2017-IP 2H 2017 Siebel 8.1.1.9 Siebel 8.2.2.2 2020-IP 2H 2020+ 2018-IP 2H 2018 2015-IP 2H 2015 2013-IP 2H 2013 2016-IP 2H 2016 2019-IP 2H 2019

  15. A Long History of Rapid and Robust MDM Innovation OCH 8117 OCH 8116 OCH 8.1 OCH 8114 • Exadata/Exalogic Benchmark • Sun T-Series Benchmark • DQ Sync • EDQ (Datanomic) Integration • Standardization Enhancements • Usability Enhancements • MDM AIA PIP on 11g • Fusion MDM Platform Alignment • MDM for Public Sector Social Services • MDM for T&T and Retail • Health Insurance Exchange Hub • AMAS Certification • IIR 9.01 connector release • PS VPAT 508 Compliance • LS Aggregate Spend Solution • Social Adapter (Buzzient) to capture Social Influence • PeopleSoft Campus Solution Integration (Partner Led) • CRMOD-OCH Integration • Golden Gate Integration • Data Governance Mgr, DRM Integration, Analytics, Stewardship Enhancements • Data Quality Machine & Workbench Enhancements, Data Decay, High Performance & Scalability • Expanded Services Library, BRM, SAP, Telco Order to Bill Integrations, SOA Governance & Productivity • Higher Ed Constituent Hub • AIA 2.5 MDM PIP’s • Loyalty Profile Mastering for Retail & TTH • Composite & Granular SOAP library • Data Quality Parsing, Standardization & Profiling • OCH to EBS and Siebel CRM Integration • MDM Aware Apps and Composite UI • MDM-Identity Management Solution • Data Monitoring & Correction with Data Watch & Repair • AIA 2.4 MDM PIP’s 2009 2010 2012 2011

  16. Oracle Customer Hub - Investment Themes • Empowering Effective Best Practice Data Governance Throughout the Enterprise Comprehensive Agility Leading Best Practices • End to End Data Quality • End to End Governance • End to End Integration • Massively Scalable • Industry Specialization • Technical Innovation • Multi-Source, Channel • “Out-of-Box” Best Practices • Robust Data Model, DQ Tools • Flexible, Easy Configuration • Multiple Integration Options • Higher ROI, Lower TCO

  17. What We Accomplished in the Last 12 Months • Fully Integrated Data Quality Suite (EDQ) • Easy Install, Configure, Upgrade & Clone • Matching on any child entity and/or on multiple attributes • Ability to use different match rules for different languages, sources • Stateless integration for better PSR • Faster & Easier Deployment, Configuration & Upgrades • Child Entity Cross Referencing • Ability to set multi-source history referencing for key child objects • Accounts, addresses, orders, responses, and more • Ability to stage Best Version aspects for related child objects • More comprehensive, centralized entity mastering

  18. What We Accomplished in the Last 12 Months • Child Entity Survivorship • Integrated ability to generate best surviving child record • Accounts, addresses, orders, responses, and more • Ability to stage Best Version aspects for related child objects • Faster, more comprehensive Profile, Cleanse & DeDupe • Expanding “Vertical” MDM Development Higher Ed Public Sector • Leverage Established, Robust, Industry-Specific Functionality • Applied Industry-Specific MDM Best Practices • Faster deployment, shorter learning curve, lower TCO Auto Finance Life Sciences

  19. Oracle Customer Hub (UCM) Roadmap • Governance • Governance Enhancements • Open UI Uptake • Social Profile Mastering • MDM Platform • Rules Engine Enhancement • 3rd Party, Oracle Data & Cloud Service integration • Lower TCO • Embed EDQ Dashboards • Data Stewardship Enhancements • Guided Unmerge • Any entity mastering wizard • Engineered Systems • Customer Insight/Lifetime Scoring • More Industry • Usability • Open UI for Siebel • Mobile UI • More Social • Social Profile • Social Monitoring Integration • Lower TCO and Core Mastering • Data Stewardship Enhancements • Child Survivorship • Child Cross-Referencing • Data Quality Enhancements • EDQ Child matching • EDQ Any entity matching • Publish Enhancements • Life Cycle Management – Enhanced Install, Upgrade & Cloning • Customer Experience • Social Stewardship • Person Social Profile • Sentiment Analysis • Social Influence/Loyalty Scores • Lower TCO • Data Quality Enhancements • Enhanced EDQ Address Validation • IIR 9.5 Certification • Data Stewardship Enhancements • Switch to disable creation of history records • AIA Certification Future DirectionsPost 12 month planning cycle OCH 811 10 What’s Next (811 11) Staging 2014 2013 Spring 2013 Fall

  20. What We Are Working On Now • Siebel Open UI Framework • Any browser,devise support for employee, partner applications • Greater flexibility in presenting data to users • Improved User Experience, Performance and Scalability • Integrated Social Profile Mastering Customer • Unified customer profile mastering, supporting “Big Data” • Improved Marketing, Service segmentation & campaigns • Recognition for social influence, loyalty rewards and brand advocacy • Improved Marketing Effectiveness and Brand Loyalty, Lower Cost Contact Social Profiles Social Interactions Social Attributes

  21. What We Are Working On Now MASTER DATA MANAGEMENT MASTER DATA MANAGEMENT MASTER DATA MANAGEMENT • Address Validation Enhancement - EDQ • Additional address fields for optional processing to/from EDQ server • Enhanced management & usage of Address/GEO data • Improved utilization of GEO data for related assignment, routing, mapping processes and technologies VERIFY_STATUS_MSG, NEIGHBORHOOD, VERIFICATION_CODE, GEO_CODE, GEO_CODE_MSG, GEO_DISTANCE, VERIFIED_FLG • ODQ Server Certification – IIR version 9.5 • Certifying ODQ server operates properly with new IIR 9.5 release • Maintaining ongoing support for existing ODQ customers • AIA Certification – MDM PIP • Certifying AIA Integration using pre-built MDM PIPs for Public Sector • Maintaining ongoing support for existing AIA PIP customers

  22. What We Are Working On in the Future • New, Improved Data Governance Management • Common metrics, KPI, etc. pre-built, accessible in OCH • Configurable reporting • Easier, more timely access and visibility to data dynamics • Embedded 3rd Party Reference Repositories OCH Best Version • Dedicated-but separate reference tables to consolidate licensed data • On-site referencing for MDM/DQ match, validate, enhance processes • Customer + Prospect, Suspect, “MarketPlace” data mastering • Enterprise “Central Source” OLTP for licensed data utilization • Increased reference data leverage and value, enhanced DQ processing 3rdParty Data

  23. What We Are Working On in the Future • Embedded EDQ Administration Integration • Direct access to EDQ server/functions from OCH • View-based Access Control based on user responsibilities • Easier, faster, more convenient process administration • New, Improved Rules Management Engine • Better, more recent, flexible technology • Easier deployment and set up • More flexibility & depth for sophisticated, evolving uses

  24. What We Are Working On in the Future • Dynamic Relationship & Metadata History • “Best Version Record” Data Legacy tracking • Graphic Dynamic display, representation • Better Insight about what makes it THE “Best Version” • Continuing Expansion of “Industry-Specific” MDM Hi Tech Telco Higher Ed Fin Services • Leverage Established, Robust, Industry-Specific Functionality • Applied Industry-Specific MDM Best Practices • Faster deployment, shorter learning curve, lower TCO Energy Life Sciences Retail / CPG Public Sector Transport Industrial

  25. What We Are Working On in the Future Oracle SRM Clientelling Web Social Networks POS eCommerce Dashboards Mobile • Oracle Next Best Action – Engineered System Next Best Action Fmw Oracle RTD Oracle WCS • Integrated MDM, Loyalty, Marketing, NBA solutions in an Exa* box • Optimized enterprise performance and faster time to production • Massively scalable real-time customer recognition, reward and recommendations • Improved Customer Experience, and Revenue, Lower TCO Campaign Management APPLICATIONS Loyalty Management Master Data Management WEB LOGIC SERVER (FUSION MIDDLE WARE) EXALYTICS SIEBEL SERVER EXALOGIC ELASTIC CLOUD PLATFORM Oracle Enterprise Manager EXA BUS EXA CONTROL Linux (or) Solaris ORACLE VM

  26. Accordion Dynamic Toggling Dynamic Text box iFrame Slide ups Dynamic Layout “Open” User Interface (UI) – What Is It? Leverage real estate Dynamic hide/show Open Architecture Simplified UI Leverage Native browser/platform capabilities Browser agnostic • Release of ActiveX Control to “Open Source” and Browser and Device Agnostic Framework • Allows for Open and Flexible Design and Presentation Options • Increases Flexibility for Various User Groups to Design “Presentation” Based on Behavioral, Platform Preferences Tablet support Real Time Data validation Notification Area Detail on Hover Multi-Touch Support Collapsible Child List Applets Signature Capture Collapsible Tree Navigation Partial Refresh Multiple Tab Support Map Integration Cache Busting Infinite Scroll Disconnected Mobile Device Recognition Camera Support Jquery Support Screen Reader/ Accessibility Support

  27. Social MDM - Enhancing Customer Data with Social Profile Customer Contact Social Profiles Social Profile Attributes Social Interactions • Extending the customer data model to include Social profile • Social attributes • Social interactions

  28. Massively Scalable MDM 14.4 million * Real-Time Transactions/hour >4X Throughput, <8X Response Times on ExaData* * • Composite mix with 90% read and 10% writes • Half Rack Exadata and Half Rack Exalogic • 400M Customer Volume Database

  29. MDM – The Next Generation: Platform Vision Verticals Telco Hi Tech Industrial Retail / CPG Fin Services Public Sector Energy Life Sciences Higher Ed MasterData Objects MDM Platform Common MDM Components / Services Common Infrastructure Components / Services

  30. 1500+ Oracle MDM Customers Across Diverse Industries Manufacturing & Distribution High Technology Financial Services Communications, Media & Utilities Retail & CPG Public Sector Life Sciences and Healthcare Health Administration Corp Travel, Transportation &Hospitality

  31. Oracle Master Data ManagementCorporate Strategy & Key Investment Areas

  32. The Oracle Customer Experience Portfolio • MDM provides the Foundation for a great CX Contact Center In Store Field Service Social Direct Sales Mobile Channel Sales Oracle Commerce OracleSales Oracle Marketing Web Oracle Social Oracle Service Channel Sales Web Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle Integration and BPM/SOA Tools Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools Deployed modularly for discrete business problems or as a suite of applications to address touch points across the customer lifecycle Open and standards based, enabling extension and integration with existing and third party solutions Complete portfolio of best-of-breed solutions to deliver better customer experiences

  33. Enterprise Customer Lifecycle ManagementOracle MDM Platforms Help Address Customer Information Challenges Comprehensive Party Model Consolidate Customer Analytics Pervasive Customer Life Cycle Management Data Quality Business Process Mgmnt Enrich Customer 360 Governance

  34. Oracle Fusion Customer Data Management Uniquely Addresses Today’s Cloud-Based Offering Requirements

  35. First Enterprise Grade MDM Cloud Offering The Oracle Public Cloud Customer Experience Human Capital Management Workforce Management Talent Management Global Payroll Global HR EPM Foundation Sales & Marketing Customer Service Live Help Project Portfolio Management ERP Risk & Control Management Supply Chain Management Financials Procurement Cloud Platform Social Network MDM Social Data Services Database Java

  36. Customer Data Management Integrated Marketing, Sales, and Service Cloud Social Sales Cloud 4 1 5 3 6 2 7 Conversations about Sales ERP Managing Leads through Social Channels Marketing Cloud Service Cloud Sales Cloud Shared Customer Data Integrated Marketing Activity Visibility to opportunities and incidents Customer 360 with Hub E-Business Suite JD Edwards Opportunity to Quote

  37. Key Takeaways • Customer Experience is a Focus for Oracle and its Customers • Siebel is a Key Component of Oracle’s CX Product Portfolio • Oracle is Committed to Siebel and a Rich Product Roadmap focused on Customer Experience, Industry Innovation and Increased Agility • There are Many Opportunities for Customers to Leverage their Investment in Siebel to Solve Business Needs • Siebel UCM (Oracle Customer Hub – OCH) will continue as a leading innovator serving the MDM community

  38. Attend Upcoming Siebel Sessions

  39. Attend Upcoming Siebel Sessions

  40. Visit The Siebel Demo Pods

  41. Join The CX Conversation @ OpenWorld #CX #OOW13 @OracleCX

  42. Stay Connected With CX

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