Oracle Siebel CRM features and capabilities (2024)

Account, opportunity, and territory management

Segment territories, assign/manage leads and opportunities, add contacts, prioritize actions, and collaborate with other sellers. Use your comprehensive customer 360-degree view—including customer service, order, and interaction histories—to improve responsiveness and enhance CX.

Sales methodology coaching

Ensure consistent sales performance. Leverage built-in best practices to identify problems and deliver effective coaching—personalized to the needs of each salesperson.

Sales forecasting

Make better decisions with a comprehensive, real-time view of your entire sales team. Proactively address sales trends, shortfalls, and new revenue opportunities.

Order management

Create quotes and proposals, configure products, and submit orders. Generate quotes and manage contracts and services for accounts with many locations, streamlining the quote-to-cash process.

Mobile selling

Check daily appointments, tasks, contacts, and annotate opportunities while on the move through your smartphone. Speed time to market with an intuitive user experience and the ability to easily customize your mobile app based on existing CRM metadata.

Partner relationship management (PRM)

Automates and streamlines the relationship between your brand and all your channel and alliance partners, distributors, resellers, agents, brokers, or dealers. Track leads, share information, assess partner progress, improve forecasting accuracy, manage complex pricing schemes, and oversee channel operations. Build a partner ecosystem to drive sales and reduce management costs.

Extend functionality with Oracle Sales

Combine Siebel CRM with Oracle Sales for extended sales functionality. Arm reps with intuitive and collaborative, AI-powered, mobile sales capabilities to improve productivity and close deals faster.

• Siebel Sales—datasheet (PDF)
• Siebel Sales Mobile—datasheet (PDF)
• Siebel Partner Relationship Management—datasheet (PDF)

Campaign management

Streamline the planning, execution, and budgeting of personalized, permission-based campaigns. Improve productivity with workflow and collaboration capabilities for campaign approval and execution. Stay in control with financial modeling to optimize the allocation of marketing budgets and a marketing command center for end-to-end campaign tracking.

Email marketing

Comprehensive, permission-based, scalable email marketing solution that’s fully integrated across all customer touchpoints. Easily manage target lists, success rates, and customer consent for your email marketing campaigns.

Events marketing

Plan and execute virtual product demonstrations, trade shows, conferences, hospitality events, seminars, and more. Efficiently manage the complete end-to-end process, including post-event results analyses, with fast follow-ups on all event-generated leads. A fully configurable events portal handles everything from online registration to payment support.

Marketing resource management

Plan, budget, execute, and measure the impact of your global marketing efforts. Automate key processes—from planning to financial analysis—to better manage marketing activities and optimize the use of marketing resources.

Web marketing

Use customer data gathered from web interactions to deliver highly personalized web offers and dynamic web surveys, in full alignment with other cross-channel marketing efforts.

Loyalty marketing

Create loyalty campaigns with a complete, broad, and highly scalable loyalty solution. Leverage a full range of analytics, marketing, and service capabilities to better understand each customer's lifetime value and design promotions that enhance customer relationships.

Enhanced engagement-based loyalty with Oracle CrowdTwist

Support engagement-based loyalty programs. Gain visibility into customer activities across digital, social, mobile, and transactional channels. Improve engagement and nurture your brand advocates with behavioral- and emotional-based loyalty programs, social engagement, referrals, website engagement, surveys, and product reviews.

Extend functionality with Oracle Marketing

Integrate Siebel CRM with Oracle Marketing and transition from "volume marketing" approaches, such as email blasts, to intelligent "responsive marketing" approaches. Respond to customers’ behaviors in real time as they engage with you across multiple channels. Automate marketing processes to improve lead generation efficiencies and reduce the cost of acquiring customers.

• Campaign management—datasheet (PDF)
• Permission-based email marketing—deep dive (PDF)
• Loyalty management—datasheet (PDF)
• Marketing resource management—datasheet (PDF)
• Web marketing—datasheet (PDF)
• Learn more about Oracle CrowdTwist

Contact center

Provide call center agents with the tools to support service, support, and sales interactions across all traditional customer service channels for even the most complex organizations.

Help desk

Streamline your internal customer support operations and increase productivity with a help desk solution that lets contact center agents manage customer or employee issues through one central application.

Field service

Support field service operations including call routing, asset management, onsite invoicing, and mobile connectivity. Oracle Real-Time Scheduler works with Siebel Field Service to power optimal route planning and real-time dispatch needs. Dynamically check the live schedule each time a customer call is booked for highly efficient scheduling and appointment bookings. Easily integrate Siebel Field Service with other Oracle and third-party applications for even more flexibility.

Warranty management

Streamline your warranty processes with a complete warranty management solution that includes warranty administration, claims management, warranty settlements, supplier recovery, and business intelligence. Automate manual processes and improve visibility into defects while reducing costs, wait times, and fraudulent and/or duplicate claims.

Extend functionality with Oracle Service

Bridge the chasm between service channels to deliver enhanced interactions by combining Siebel CRM with Oracle Service to take advantage of extended customer service functionality. Support multichannel incident management, complete with an integrated self-service web portal, knowledge management solution, and community forums. Support even more channels including phone/call center, web, chat, email, and more.

• Contact Center Chat On Demand—datasheet (PDF)
• Call Center SmartScript—datasheet (PDF)
• Email response—datasheet (PDF)
• Field service—datasheet (PDF)

Customer portals

Provide customers access to their profiles, product catalogs, shopping carts, and orders to improve customer experience (CX). All portals are configured with Siebel Web Tools, ensuring a holistic approach within the same CRM deployment as employee-facing applications.

Dynamic catalog

Streamline the process of defining sales rules and dynamically publishing catalogs. By integrating product selection and configuration, you can browse, select, and configure products, ensuring that customers see relevant offers and receive appropriate up- and cross-sell suggestions.

Dynamic pricer

Administer the price lists and discount matrices used for multichannel, global distribution. This single source system ensures that the right price and discount guidance is always provided across your entire organization.

Pricing analytics

Make insight-driven pricing decisions, measure pricing effectiveness, and adjust using consistent data within the right business context. Arm your users with simple—but sophisticated—analytics tools and alerts for a single, consolidated view of profitability. It’s an end-to-end solution for analyzing, planning, publishing, executing, and negotiating price.

Quote and order lifecycle management

Simplify the complex—and often frustrating—process of tracking thousands of customer quotes and product orders across multiple catalogs and systems. Dynamically present targeted product bundles, offer intelligent cross- and up-sell suggestions, and achieve optimal product prices across all possible customer segments.

Product and catalog management

Develop, manage, and deliver dynamic product catalogs across all channels. Bundle profitable offerings, simplify the definition and classification of products, and equip your marketing team with tools for configuring pricing rules, staging content, managing approvals, and publishing catalogs.

Enhance ecommerce with Oracle Commerce

Integrate Siebel CRM with Oracle Commerce and take advantage of extended, standards-based ecommerce functionality. Simplify commerce management with robust merchandising and site experience tools. Support for rest APIs and webhooks allow integration with existing applications into the end-to-end solution.

• Siebel CRM Pricing Analytics—datasheet (PDF)
• Quote and order lifecycle management—datasheet (PDF)
• Product and catalog management—datasheet (PDF)

User experience (UX)

Unlike most CRM applications, Siebel CRM does not enforce a generic UX. With our standards-based UX framework (Open UI), you can create tailored user experiences to directly meet business needs. With a fully responsive web design, you can access Siebel CRM from any browser, on any device.

Task-based UI

In addition to customizing the UX, you have the option of using a task-based, intuitive user interface. The wizard-like interface is ideal for helping inexperienced users navigate through complex business processes, quickly and easily.

Mobility

Connect remote sellers and field service professionals with accurate, up-to-date information. Deploy Siebel CRM over smartphones, tablets, and through many other integration options, such as Microsoft Outlook and voice-enabled devices.

Developer experience

Configure your Siebel CRM application from anywhere using a browser with Siebel Web Tools. Developers configure the application using Workspaces, a sandbox that enables you to independently develop and test configurations for true parallel development.

Accessibility

Siebel CRM applications are designed to conform to user accessibility standards set by the leading governing bodies. With many accessibility features, such as keyboard shortcuts and access keys, all users can navigate Siebel CRM elements, such as applets and records, without using a mouse.

• Siebel task-based user interface—datasheet (PDF)

Web Tools (IDE)

Siebel CRM offers almost unlimited configuration capabilities. Configure Siebel CRM applications from anywhere by using a browser and Siebel Web Tools. Developers can use Workspaces, a sandbox that lets you develop and test configurations without affecting other users.

Parallel development

Developers can use Workspaces to support parallel application development. Many developers can work on the same objects at once, with full versioning mechanism and governance to track changes. Ensure maximum productivity with a flexible, hierarchical framework for building features and releases.

Automated testing

Test automation interfaces optimize your applications testing process. Eliminate many of the well-known pain points intrinsic to generic test automation technologies. Create test suites using intuitive click-to-record features and execute test runs with the flexibility of data-driven dynamic testing. It’s a complete, lights-out, automated testing solution.

Performance metrics monitoring

Identify performance problems automatically with Siebel Application Response Management (ARM). Collect critical performance and timing data, making it possible to profile the execution of requests throughout Siebel CRM.

Usage pattern tracking

Allow administrators to review details about when and how often users are accessing all parts of a Siebel CRM application. Use the collected data with analytical tools to improve productivity, onboarding, adoption, and user experience.

Business rules and services

In addition to many options for UX customization, Siebel CRM supports customized business rules, scripting, and workflows. Define your custom business processes and orchestrate business services between your front-office CRM and back-office (ERP) applications.

Enhance business rules with Oracle Intelligent Advisor

Integrate Siebel CRM with Oracle Intelligent Advisor to easily automate business processes, rules, regulations, and policies. Deliver up-to-date, accurate advice within business processes across all applications.

Cloud or on-premises

Choice of deployment modes either in your own data center or hosted in the cloud. Reduce TCO and improve agility with dynamic scaling by running Siebel CRM on Oracle Cloud Infrastructure. With the Oracle Cloud you can achieve lower TCO than on-premises and competing clouds, deliver superior performance backed by SLAs, and many more unique capabilities that enhance infrastructure availability, security, and control.

CI/CD and zero downtime

Take advantage of high availability support with load balancing and clustering at multiple layers of the application stack. Application updates in most scenarios can be delivered to end users in near zero downtime, without restarting the application. Restful APIs let you build automated CI/CD pipelines for application migration and deployment.

Containers

Deploy Siebel CRM as Docker containers with Kubernetes orchestration on-premises or in the cloud. This provides for the rapid provisioning of a complete Siebel CRM enterprise as well as deploying new monthly Siebel CRM release updates into existing environments.

Autonomous Database

Siebel CRM is certified to run with Oracle Autonomous Database. Leverage Oracle Autonomous Transaction Processing on a dedicated infrastructure that uses automation and machine learning to eliminate mundane maintenance tasks (provisioning, backups, updates, and other tasks) and manual tuning. Reduce cost and complexity while ensuring higher reliability, security, and more operational efficiency for your mission-critical CRM database.

Integration

Flexible integration options enable the Siebel CRM application to be the front- to back-office hub of any organization, in any industry. Integrate within three robust integration layers—the UI layer, the business layer, and the database layer—for incredible scale and performance across both on-premises and cloud architectures.

Microsoft Exchange support

Synchronize data between your Siebel CRM database and your Microsoft Exchange Server. Synchronize contact, calendar, and task data to improve end user productivity.

Reporting and analytics

Configure and access analytics dashboards and transactional reports in various formats—at extreme scale and across all devices—with complete integration to Oracle Analytics Server and Publisher.

Universal Customer Master

To have a successful CRM implementation and a complete customer 360 view, each customer should only have one identity across various applications. Siebel Universal Customer Master (Siebel UCM) is configured to store a clean and unified profile for all customer data. UCM is a comprehensive master repository enabling centralized data cleansing integrity. Customer profile access control can be configured at application level. UCM has Universal Unique Identification (UUID) support and historical profile tracking with full audit trail capabilities.

Documentation

Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Siebel CRM. You'll find all of these resources and more in the Oracle Help Center.

Develop your CRM and CX skills

Oracle University provides a variety of learning solutions to help you build cloud skills, validate expertise, and accelerate adoption. Learn more about the training and certification you can rely on to ensure your organization's success.

Customer Connect

My Oracle Support Community provides direct access to a network of Oracle Support experts. You can also collaborate with an extensive global peer group who share real-world best practices and solutions.

CRM best practices

Customer relationship management (CRM) solutions have evolved over the last two decades. As we live and breathe in the experience economy, it’s vitally important for organizations and brands to provide products and services with exceptional customer experience.