Safe Harbor Statement

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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.

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Oracle CX Strategy

Overview

Oracle Confidential – Restricted 7

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Customers have

CHANGED

social mobile y-gen self discovery buying learning targets choice value expectation information

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Complete Customer Experience Platform

Oracle Customer Experience

Oracle Confidential – Restricted

Oracle Marketing

Integrated Customer Experience Foundation Social

Network Mobile Integrations

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Oracle Social

Analytic KPIs &

Dashboards Predictive Analytics MDM & DQ

Siebel CRM

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CX Portfolio Delivers Cloud Solutions that Augment Siebel

Oracle Marketing Oracle Commerce Oracle Sales & CPQ Oracle Service Oracle Social

• Digital Marketing

• Dynamic Content

• Digital Body Language

• Campaign Orchestration

• Personalized eCommerce

• Web Content Management

• Faceted Search and Navigation

• Sales Performance Mgmt

• Mobile Analytics

• Social Collaboration

• Configure, Price and Quote

• Online Channel Support

• Guided Self Assistance

• Frequently Ask Questions

• Context Driven Knowledge

• Social Marketing

• Social Lead Generation

• Social Monitoring and Engagement

Siebel CRM

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CX Cloud adoption with Siebel

11 Oracle Confidential – Restricted

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Migrate

Upgrade Augment

You decide what. You decide how. You decide when.

Adopt Industry Innovations Augment with New Capabilities of Oracle CX

Migrate to the cloud if and when you are ready

Complete Solutions, Complete Choice

Incremental transformation to Oracle CX Cloud as your business demands Stay on the Innovation Pack path and get

monthly patch sets and annual releases

Leverage Oracle CX Cloud from Siebel CRM to enhance your deployment

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How to Approach Cloud Transformation

• Focused Augmentation – Address specific CX pain points by augmenting existing processes

using best of breed Cloud CX capabilities. Minimal impact, Quick wins.

• Process Transformation – Transform specific end to end processes by replacing them or

augmenting them with Cloud CX solutions. Medium impact, Short term wins.

• Siebel and CX Coexistence – Embrace cloud solutions when you are ready. Siebel and the

Cloud CX suite are complementary. Incremental Strategy, Long term.

Oracle Marketing

Integrated Customer Experience Foundation Social

Network Mobile Integrations

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Oracle Social

Analytic KPIs &

Dashboards

Predictive Analytics MDM & DQ

Siebel CRM

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Customers are Supplementing Siebel with Cloud Capabilities

Siebel

• Rich industry model

• Master of customer information

• Agents capture and resolve Service Requests

• Mobile Field Service for Technicians in Connected and Disconnected mode

• Retains investment in your highly customized backbone

• Integrated with back-end Oracle systems

• Retains investment and integrations across the enterprise applications

Oracle Cloud

• SaaS offering for quick deployment and reduced maintenance costs

• Modern user experience presented on tablet and mobile

• Complete, modern multi-channel customer service

• Advanced, easy to use knowledge management

• Agile cloud upgrades

• Pre-integrated CX Cloud (sales, marketing, service and CPQ)

Take Advantage of Existing Investments While Leveraging New Innovations

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Key Packaged Oracle CX Integrations

Sales Cloud to

ü Marketing Cloud ü CPQ Cloud ü Service Cloud ü Social Cloud ü OSN

ü CRMOD

ü Siebel

ü EBS ü JDE

Social Cloud to

ü. ü. ü. Marketing Cloud

Sales Cloud Service Cloud ü.

ü. ü. Commerce

CRMOD Siebel

Service Cloud to

ü. ü. ü. Sales Cloud Social Cloud OSN ü.

ü.

².

². Commerce

Siebel EBS OTBI-E

Commerce to

ü.

². ü. Service Cloud

CPQ Cloud Social Cloud ü.

ü. Siebel

OTBI

CPQ Cloud to

ü Sales Cloud ü CRMOD

² Commerce

² EBS

² OTBI-E üAvailable Today ²Roadmap

Integrated

Marketing Cloud to

ü Sales Cloud ü Social Cloud ü CRMOD

üSiebel

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Siebel and Service Cloud

Omni-channel Service in the Cloud Integration Overview

Value

§ Oracle Service Cloud complements Oracle’s Siebel Contact Center and Service

§ Provides an innovative expansion/augmentation strategy for existing Siebel customers

§ Hosted solution, fully scalable, minimize implementation costs/time, speed to delivery

§ Support for all channels of your business

§ All features configurable by business analyst

Capabilities

§ Siebel Service augmented with Oracle Service Cloud Customer Portal for Customer Self Service, Contact Center and Knowledge Management

§ Customers can quickly contact agents via chat, email, and click-to-call, SRs created in Siebel from Self Service

§ Ability to utilize the Smart Assistant knowledge functionality within Service Cloud Customer portal

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Siebel and Service Cloud

Oracle Confidential – Restricted 17

Contact Center

Self-Service

Customer Portal Search Guided

Resolution

Mobile Self-

Service Virtual Agent Proactive Chat

Ask a Question

& Smart Assistant

Incident &

Warranty Status

Product Registration

Self-Service Community

CP Widget Syndication

Custom Apps &

Integrations

Service Cloud Contact Center

Knowledge Email Management

Chat Click2Call Social Agents

SMS Agents Voice Overflow

Siebel Call Center

Tech Support Customer Care Warranty Mgmt.

Field Service Depot Repair

Customer Middleware

Customer Master

Product Catalog

Contracts Orders

ERP

BI Billing

Oracle Service Cloud

Market Leading Self-Service + Assisted Service

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Siebel and Sales Cloud

Modern Sales and Cloud flexibility Integration Overview

Value

§ Enables sales reps to leverage easy to use mobile applications for managing customers and opportunities within Sales Cloud

§ Simplifies quoting and reduces duplicate entry for sales reps managing opportunities that require quotes

§ Provides real-time insight into quota and forecasting analytics across business divisions and sales channels

§ Leverages existing investment in Siebel CPQ functionality and backend integrations while allowing for modern, agile and mobile SFA from Sales Cloud

Capabilities

§ Synchronized accounts/contacts, opportunities and activities between Oracle Sales Cloud and Siebel

§ One-click entry from opportunities to downstream quotes with customer and opportunity line item information pre- populated into the quote

§ Customer 360 view with visibility into sales/service activities

& quoting history

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Siebel and Sales Cloud

Modern Sales and Cloud flexibility

Integration Overview

Data Sync

Sales Cloud

Accounts Contacts Accounts

Contacts

Activities Activities

Siebel

Opportunities Opportunities

Products Products

• Account Management: Account, Contact, Opportunity and Activity real-time synchronization (from Sales Cloud to Siebel)

• Opportunity to Configure, Price, Quote: Punch-out from Sales Cloud customer center and opportunities into Siebel quotes.

• Batch import of Siebel products into Sales Cloud products.

ü Create a Quote from Opportunities Sales Cloud

Siebel CRM

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Sales Cloud Enhancements

• Siebel integration continually evolving for

features in OSC R8 and R9, R9.2

• No manual configuration required

• More objects synchronized (bi-directional) in

real-time

Siebel integration with Sales Cloud

ü Account, Contact, Activities, Opportunity Synchronization ü Sales Opportunities Generated from Contract Renewals ü Create a Quote from Opportunities with Forecast Visibility ü Product Mapping

ü Employee/Position Import ü View Service Requests

ü View Quotes from Mobile Device

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Siebel and Marketing Cloud

Leverage the Synergy with Cloud insights

Integration Overview

Value

§ One stop shop for Marketing Automation

§ Design & execute cross channel campaigns - Email, mobile, social media

§ 360 degree view of the customer

§ Enterprise CRM [Customer Master]

Capabilities

§ Bridge the gap between marketing and sales

§ Increase customer experience by targeted, dynamic messaging across channel

§ Accelerate sales effectiveness by moving scored leads down the funnel with lead nurturing

§ Boosts demand generation efficiency & effectiveness

§ Unlock marketing resources and reduce marketing spend

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Siebel and Commerce Cloud

Enrich Siebel Commerce with Cloud functionality

Integration Overview

Value

§ Provide the ability to offer configurable products, rules based bundles on the web or mobile channels

§ Allow customers to view promotions based on the assets they own

§ Offer customers the ability to upgrade, downgrade or modify assets (ABO)

Capabilities

§ Synchronization of product catalog from Siebel to Commerce

§ Integrated Configuration, dynamic pricing and Bundled promotions

§ Submit Orders from Commerce to Siebel

§ Asset Based Ordering

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Siebel and Social Cloud

Social Customer Service and Social Marketing

Integration Overview

Value

§ Easily route and respond to customer service issues from social networks within existing customer support platform

§ Create Social Marketing Campaigns and link to Siebel Marketing

§ Push leads generated from Social into Siebel

Capabilities

§ Escalate service-related social messages from Social Engagement & Monitoring (SEM) into Siebel Call Center

§ Automatically route to appropriate agent for response

§ Monitor social for follow-up comments

§ Create Social Marketing campaigns and Facebook pages to capture social lead generation

Safe Harbor Statement