117 email response v2

7/28/2019 117 eMail Response V2

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The Worlds Leading Provider of

eBusiness Applications Software

Siebel eMail Response

Chicago User Week

Mark Woollen

Group Manager


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Customer-centric eBusiness

CustomerInformation

CUSTOMERS

CHANNELSCOMPANY

Product

Geography

Employee

BestPractices

Web & Email

Call Center

Field Sales

Partner


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Key Siebel 7 Themes

Smart Web Architecture

Application NetworkSupport

Simultaneous Supportof Platforms and Languages

New Functionalityand Verticals

Siebel Employee RelationshipManagement Product (ERM)

Automated Upgrade


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Siebel 7Industrys Best CRM at Lowest TCO

Faster Deployments and Return

on Investment

Lower Customization Costs

Higher User Acceptance

Lower Deployment Costs

Lower Integration Costs

Lower Upgrade Costs

Lowest Deployment Risk

Unrivaled Breadth and Depth of eBusiness

Application Functionality

18 Pre-Built Industry Applications

Smart Web Architecture provides unequaled

interactivity and usability Smart Web Architecture provides zero

footprint, zero install browser basedapplications

Application Network Support better

integrates to customers existing applications,information bus, and standards

Automated Version Upgrades

Customer Proven 3,000 industry leaderstrust Siebel to power their business


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Application Network

CRM

ERP

PUBLICINTERNET

COMPANYWEBSITE

BILLING

REAL TIMECONTENT

DESKTOP /EMAIL

PRODUCT Firewall

ERM / Portal

HR

PARTNERPORTAL

TRADINGPARTNERS

OTHER SYSTEMS CUSTOM /LEGACY


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Key Siebel 7 Themes

Smart Web Architecture

Automatic Upgrade

Market-Leading Breadth & Depth of

Functionality Only Industry-Specific eBusiness

Applications

Unrivaled Global DeploymentSupport

Most Complete MultichanneleBusiness Applications forcustomers, partners and employees


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Siebel 7Smart Web Architecture

Highly Interactive

Zero Footprint

Intuitive

Network Savvy

Personalized

Built in PortalFramework

Mobile, Connected

and Wireless Web


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Siebel eMail Response 7


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Siebel eMail Response 7 Objectives

Incorporate Natural Language Processing to improveproductivity and enhance customer satisfaction

Deliver zero-footprint Web applications that provide endusers with an easy-to-use and highly interactive Web client

Provide out-of-box, workflow driven routing and queuingof emails to enable rapid deployment and reduce cost ofownership

Deliver Spell Checking capabilities to enhance theprofessionalism of emails sent to customers

Deliver integrated Universal Queuing to route the rightemail to the right agent at the right time and increaseproductivity while improving response times and accuracy


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Siebel eMail Response 7 Overview

Most comprehensive solution for managing high volumes

of customer email

Complete eMail Response Management System

Advanced Linguistic Analysis

Spell Checking

Automated Workflow

Universal Queuing

Seamlessly Integrated

Unmatched multi-channel support

All Communication Channels

Handles eMarketing Campaigns

Critical Customer Information

Immediate and measurable business impact

Dramatically lower cost per contact with Smart Answer

Improve customer satisfaction with multichannel capabilities


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Siebel Solution Map for Multichannel Call Center/Support

Extended

Service

Providers

Web/

Email /

Wireless

Consul tants

/Par tner s

Call

Center

Service Analytics

HR Mgmt.Financial PlanningSupply Chain

ManagementLogistics ManagementProduction PlanningEnterprise Management

Application Network Architecture

Field

Service

Identify and

Deliver SolutionCustomer Intent

Intelligent

Routing/Assignment

Feedback / Up-

sell/Cross-Sell

Problem Resolution/

Escalation

Customer

Identification

Problem

Resolution

Knowledge Base

Access Problem ReportingFeedback / Up-

sell/Cross-SellContact Live SupportAccount

Management

Queuing and

Assignment

Workflow Driven

RoutingLinguistic Analysis

Feedback / Up-

sell/Cross-Sell

Auto Response/

Assisted ResponseIncoming email

Identify and

Deliver Solution

Service/Sales

History

Access Knowledge

Repository

Feedback / Up-

sell/Cross-Sell

Problem Resolution/

Escalation

Problem

Identification

Channe

lo

fC

on

tac

t

Workflow

DesignerUniversal Queuing Content Analysis

Application

Integration

Middleware

SupportLegacy Integration

Platform

Support

Declarative Data

Transformation

Industry Standards Support

(XML, BizTalk, COM, CORBA, MQ)Oracle Connector

PeopleSoft

ConnectorSAP Connector

International

Support


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eMail Response Customer Service and Support

Support for

popular mail

servers

SMTP/

POP3

support Supports

multiple

Response

Groups

Robust

Communicati

ons Server

Proven HighPerformance

Highly

Scalable

Reliable

Auto

Acknowledge

Incoming Email

20 out-of-box

routing rules

and best

practices

Graphical

WorkflowDesigner

Automatic

Escalation

Multichannel

routing

Routing

based on

customertype

Email history

Routing

based on

Language

Routing

based on

Category

WorkflowDriven Routing

Natural

Language

Processing

Categorizes

Intent of

Email Semantic

Analysis

Contextual

Analysis

Morphologi-

cal Analysis

Conceptual

Modeling Intelligent

Routing

Support for

Multiple

Languages

Automatic

Language

Recognition

LinguisticAnalysis

Assignment

Manager

Universal

Queuing

Multichannel

Routing andQueuing

Integrated

Workflow-

based

Routing

Rules

Real-time

Routing ofEmails

Unified

Admin.

Skills-based

Routing

Workload-

based

Routing

Queuing &Assignment

Auto

Response

Auto Suggest

Self-Learning

Response

Templates

Hierarchical

Categories

Optimized UI

Default

Solutions

Templates

Support for

Multiple

Languages

Spell

Checking

Service

Request

Management

Entitlement

Verification

Auto Response

/ AssistedResponse

Self-Learning

Knowledge-

base

Customer

History

AccountManagement

Opportunity

Management

Audit Trail

Campaign

Management

Search

Center

eMarketing

Integration

Analysis and

Reporting

Feedback / Up-sell/Cross-Sell


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HRCRMERM /

PortalERP

Partner

Portal

Trading

Partners

Siebel Application Network Support

Information Bus

MQ

Tibco

Vitria

Webmethods

XML

Firewall

Custom /Legacy

Desktop /

eMail

Real Time

Content

Company

WebsitePublic

Internet

Product

Billing

Other

Systems


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Strategic Partnerships with Industry Leaders

Software Hardware Consulting


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Siebel eMail ResponseCustomers


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Natural Language ProcessingSiebel Smart Answer

Businesses Challenge Inability to respond quickly and

effectively

High email volumes

No assistance for novice agents

Manual routing of emailmessages

Difficult to maintain keyword-based routing and responserules

Solution Auto respond to customer

inquiries Auto suggest answers to

agents, speeding processing

Intelligent routing technologyautomatically routes messagesto the appropriate agent

Self-learning technology learns

by watching best agentsrespond to messages


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Zero Footprint Web Client

Businesses Challenge

Large number of software

applications to support on agent

desktops

Growing number of remote, or

mobile users throughout the

organization, strains IT

resources

Solution

HTML client with zero software

installation required Remains highly interactive, with

built-in communications toolbar,

for real-time screen pops


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Graphical Workflow Driven Routing

Businesses Challenge Inability to manage service levels

across channels

Continuously evolving businessprocesses, tax IT department abilityto configure products to accomplishbusiness objectives

Solution Messages routed and managed using

workflow system, including automaticescalation and multichannel queuing

by customer type (platinum, gold,silver)

Intuitive, graphical drag-and-dropworkflow designer enables businessprocess architects to model bestpractices, across organization


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Spell Checking

Businesses Challenge Agents with limited writing ability required

to provide professional, written responsesdirectly to customers

Responses must be crafted in multiplelanguages for publishing internationally

Content management system used togenerate and store content for publicationand retrieval to the extremely large anddiverse audience of Internet users, withlimited capability to review this content

Solution

Out-of-the-box spell checking server,enabled in all eBusiness applications

Support for spell checking in 11international languages

Spell checking engine available in Webclient so content contributors can quicklyreview new content items, ensuring

professional appearance


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Universal Queuing

Businesses Challenge Multiple agent desktop applicationsconfuse agents

Forced to maintain routing rules

separately for each channel

Challenging to blend interactions

across agents, due to different systemsfor each channel

Solution

Reduced response and customer wait

times by balancing priorities amongst

multiple communication channels Maximized productivity across all

channels through central routing and

agents skills configuration

Comprehensive customer interactions

ensured by truly blended agents

Optimized service levels across allchannels through real time reporting

Adaptive Communication APIAdaptive Communication API

Communication Serv erCommunication Serv er

Siebel eBusiness Application ClientsSiebel eBusiness Application Clients

CTIMiddle

ware

CTIMiddle

ware

EmailServer

EmailServer

Fax

Serv

er

Fax

Serv

er

WebCollaboration

WebCollaboration

Othe

r

Othe

r

Universal

Universal

QueueAPI

QueueAPI

Siebel UniversalSiebel Universal

QueueQueue

Adaptive Communication APIAdaptive Communication API

Communication Serv erCommunication Serv er

Siebel eBusiness Application ClientsSiebel eBusiness Application Clients

CTIMiddle

ware

CTIMiddle

ware

EmailServer

EmailServer

Fax

Serv

er

Fax

Serv

er

WebCollaboration

WebCollaboration

Othe

r

Othe

r

Universal

Universal

QueueAPI

QueueAPI

Siebel UniversalSiebel Universal

QueueQueue


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Siebel eMail Response 7 Highlights

Feature Siebel Systems Other Solutions

Multichannel

Integration

Yes consolidated view of customer

across all channels email, voice, Web,

etc. Provide solutions for other

channels via acquired apps

No out-of-box integration

Multichannel

Routing andQueuing

Yes robust, easy-to-use, out-of-box

routing and escalation rules

No enterprise workflow

No out-of-box routing andescalation

Difficult to configure rulesMarketing

integration

Yes out-of-box with Siebel eMarketing No requires costly integration

Keyboard

enabled UI

Yes Siebel is only vendor to provide

full keyboard enablement

Limited keyboard capabilities

hamstrings call center agentproductivity

Smart

Response

Yes Siebel Smart Response delivers

advanced Natural Language Processing

to deliver Auto Response & Auto

Suggest

Cannot scale

Primitive linguistic analysis

Inaccurate and out-of-date


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Siebel Smart Answer 7 Highlights

Feature Siebel Systems Other Solutions

Natural Language

Processing

Yes robust linguistic analysis

leverages Adaptive Knowledge Base

Uses Semantic, Contextual,

Morphological, and Quantitative

Analyses

Some systems use Baesyian

analysis that is static, non-

adaptive, costly to administer,

and requires 2-3 months to

implement

Others use keyword based

systemsSelf-learning Yes enables Knowledge Base to be

up-to-date. Reduces administration

costs

No other systems based on

static knowledge bases that

require extensive administration

and become quickly out-of-dateAuto Response &

Auto Suggest

Yes out-of-box support.

Embedded within workflow forrouting, queuing, and escalation.

Requires custom rules to

implement

Support for

multiple

languages

Yes support for automatic

recognition as well as Auto Response

and Auto Suggest

No other systems support only

a single language or support

only recognition, NOT response.


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Upgrading to SiebeleMail Response 7


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Siebel Application Upgrader

Introduced in 1996 Migrates all

customizations

Supports multiplereleases

Proven throughthousands ofupgrades


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Web Client Migration Wizard

1. Select the types ofcustomizations to bemigrated

2. Choose (customizable)

model applets andviews for each category.These determine theWeb layout of themigrated applets and

views.


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Web User Interface Translations

Siebel 2000 Siebel 7


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Siebel eMail Response 7 Beta Customers

eMail Response

Customer Beta 1 Beta 2 Beta 3

Deutsche Bank Y Y Y

Exodus Y YCMGI Y

Bouygues Telecom Y

PeopleSupport.com Y


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Siebel eMail Response 7Benefits


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Siebel eMail Response 7 Benefits

Criteria Feature Benefit

Multichannel

Integration

SR and Oppty management across all

channels

eMarketing integration

Unified data model

360 view of customer

Reduced integration and

development costs

Rapid deploymentAnalysis &

Reporting

Real-time charts, reports, and Siebel

Analytics provide up-to-the-minute

analysis of inbound email managementby queue

Provides real-time insight into

customer issues across all

channels

Routing &

Queuing

High performance graphical routing and

queuing

Single tool for all channels

Automates processes

Requires no coding

Right email to the right agent at

the right time

KnowledgeManagement

Single knowledgebase for all customercommunication channels

Single customer interaction repository

Consistent answers across allchannels

Reduced cost of ownership

Enterprise

Workflow

Intuitive drag-and-drop designer

Automatic escalation and multichannel

queuing

Integration with non-Siebel events via

Siebel eAI

Workflow spans multiple

channels

Requires no coding

Leverages legacy data


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Siebel Smart Answer 7 Benefits

Criteria Feature Benefit

Auto

Response &

Auto Suggest

Interprets customer questions

Identified correct responses

Provides automated response

Provides suggested responses to

contact center agent

Decreases response time

Increases Accuracy

Reduces required number of

contact center agentsIntelligent

Routing

Automatic identification of customer

questions drives email routing process

Enhances routing

Integrated with AM & UQ

Right email to the right agent at

the right timeSelf-learning

Technology

Observes behavior of best agents

Noninstrusive

Reduce maintenance costs

Adjusts quickly to change

Automatic

LanguageDetection

Automatic detection and categorization

of incoming emails for multiplelanguages

International Support

Language based routing Auto Response in multiple

languages

Dynamic

Response

Templates

Personalized templates

Data dynamically incorporated into

response

Simplifies responses

Auto Suggest can recommend

specific templates

Decreases response time

Increases accuracy


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Siebel eMail Response @ Work

Coca-Cola Deploys Siebele

MailResponse Globally to Improve

Customer Satisfaction

Live on Siebel eMail Response in two divisions:

Fountain Group and Corporate Consumer Affairs

Division.

Fountain Group uses eMail Response to offeroutsource support services to Cokes customers,

turning their customer support center from a cost center

to a revenue center.

Corporate Consumer Affairs Division uses eMail

Response to manage inbound emails from their various

divisions, such as Sprite.com.

Manage approximately 1200 emails/week and can now

handle 5 times as many emails as previously with

more consistent answers


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Siebel eMail Response @ Work

Renault Uses eMail Response Globally to

Offer Customers a Choice

Renault, one of the top six world leaders in the

automobile industry with 4.3 percent of the global

automotive market, designs, manufactures and markets

passenger cars, light commercial vehicles and

agricultural machines

Live Siebel eMail Response, Siebel Call Center, Siebel

eChannel, and Siebel eService in 14 countries and 8

languages

Up to 85 percent of telephone calls are answered in

less than 8 seconds, the company responds

immediately to 80 percent of customer information

requests, and the time it takes to resolve a customercomplaint will be reduced from 30 days to seven

eMail Response used to automatically route customer

responses to an opportunity thereby offering the

customer a choice of channels with which to interact

with Renault, and allowing Renault to improve its

answer rate to mails.


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Quick & Tangible Return On Investment (ROI)

Reduce Cost Auto Response

Auto Suggest

Maximize Revenue Increase through up-sell

Increase through improved customer retention

Lower Total Cost of Ownership

Complete email response management functionality

Out-of-box integration to all customer information

Unified knowledgebase with advanced Natural Language Processing

Multichannel routing and queuing Email analysis and reporting

Enterprise workflow

Out-of-box integration to Web, Voice, and other channels

eBusiness Application Integration

Automatic one-button upgrade


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eMail Response ROI Case

Current operating costs $85 M

Cost reduction potential $2.5 M3%

Current telesales revenue $105 M

Revenue increase potential $1.8 M 2%

Annual TCO of other solution $1.6 M

Cost reduction potential $1.1 M69%

Total Project cost (3 year) $2.7 M

Total Project benefit (3 year) $9.8 M

Projected payback < 1 year

ACME Inc., High Tech, $1B revenue, 1,500 employees, mid-sized Contact

Center, (250 call center agents)

0

5

10

$M

1 2 3Year

BenefitCost


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Siebel eMail Response 7

10 Minute Demo


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Product Marketing Focus on Customer Satisfaction

Customer ProgramOffice establishedwithin each productorganization toimprove satisfaction

All surveycomments reviewedand customerscontacted

Action plans

developed by eachproduct line

Product Managerscompensated basedupon your

satisfaction


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Your Input is Important

Feedback viasurveys

Enhancementrequests SupportWeb

Account Team

Product Teams

Beta programs

Detailed product

briefings User group

meetings


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117 email response v2

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