Presentation Transcript

1. Create a New User Experience with Siebel Open UI George Jacob Group Vice President, CRM Applications
2. We don’t know customer speaker name from China Telecom or have a picture of the speaker yet. HOLD co-speaker Insert Presenter’s Name HereInsert Presenter’s Title Here Presenting with
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. Program Agenda Changing User Expectations The Siebel Open UI Solution Siebel Open UI Demo China Telecom Case Study Architecture and Extensibility
5. Changing User Experience
6. Today’s Users Expect a Modern Interface
7. Business Challenges of Older Interfaces Difficult to Learn Requires More Training Time and Effort Increases Time for Performing Tasks Results in More Errors Adoption Issues
8. The Enterprise Client Platform is Changing Market Change Drivers Users expect easy, mobile devices Bring your own device to work Make the latest devices work with corporate infrastructure Technology Trends Multiple browsers on the network Standards-based browser apps Native user experience / HTML5
9. The Path Forward Can Be Complex Digital natives expect modern and engaging experiences For adoption and innovation, CRM access should not be restricted by device or browser With growing device diversity, organizations need to avoid platform “lock in” Increasing focus on employee and customer accessibility
10. Siebel Open UI
11. Modernize with Siebel Open UI Any Browser Flexible deployment Enhanced User Experience Maximize productivity Advanced Standards Tailor readily with common skills Templates Create your own user experiences quickly Simplified Integration Reduce total cost of ownership Coexist Leverage existing Siebel investments
12. Works With Any Modern Browser
13. HTML5 + CSS3 Instead of Active X Easy to Tailor Using Common Skills, Open Standards Next generation client for desktop and mobile platforms Smart, efficient UI with a modern look and feel for Desktop Browsers and Mobile Browsers Highly optimized usability across devices Easy to deploy and maintain Standards Based HTML 5, CSS 3.0 HTML 4.01, CSS 2.1, JS ecma-262 supported
14. Deploy Your Choice of Desktop Styles Traditional with Internet Explorer Open UI: Updated with Tiles
15. Works With Any Modern Device Choose Your Platform
16. Use Native Device Capabilities
17. Deploy Your Choice of Mobile Styles Tablet: Out of the Box Open UI Example Tablet: Custom, Tiles-based Example
18. Sample Open UI Interfaces for Industry Flows Citizen Case Management Relationship Banker’s view Order Capture for Telecom Customer Dashboard
19. Enhanced User Experience Increases Productivity More-functional controls utilizing latest web technologies Personalization options such as Left Hand Navigation Enhanced Controls for Multi-Value Group Applets, Date and Time Pickers, Picklists, and Calculator Address-based Map Integration Device-driven layout adjusts to variety of tablets or laptops Complements core Siebel components such as Task Based UI
20. Accessibility & High Performance Use Designed for Accessibility “Always-on” Accessibility Native screen reader support and dynamic content via WAI-ARIA WCAG 2.0, Mandate 376 & Section 508 standards Supportive of OS and browser accessibility features Fewer Keystrokes and Clicks, Same Results Efficient keyboard shortcuts Navigation using drill in/out and keyboard arrows as well as tab/ shift tab
21. Simplified Web & Enterprise Integration Increases Agility Open UI Rendering Framework supports incremental platform improvements Images / icon – adds new / refreshed icons and images Web Templates – adds new easy to use templates with modern design JavaScript API - New API to allow open extension of functionality Style Sheets - New CSS for Open UI for granular control Transparent, open platform
22. Coexist as Needed Leverage Existing User and IT Training and Investments Traditional Siebel High Interactivity Out of the Box Open UI
23. Demo
24. China Telecom Case Study
25. Project Background & Update of China Telecom (Shanghai) 上海电信使用Siebel CRM的历程和情况 Translation provided by the customer. Please split into English and Chinese versions. Assumption is that there will be two screens in parallel, one showing English version and one showing Chinese version. China Telecom started Siebel Implementation in 2004 with following milestones: 2005, Order Management went live 2005年，上线OrderManagerment模块 2007, Call Center went live 2007年，上线CallCenter模块 2011, Siebel upgraded from 7.5.3 -> 8.1.1.3 2011年，从7.5.3版本升级到8.1.1.3版本 Currently, at peak hours, concurrent sessions is around 6,000-6,500 users 目前系统高峰并发Session数量在6000-6500左右。 The CRM system processes > 100,000 orders every month 每月订单数量在10万以上。 The implementation supports 20 million customers in Shanghai 客户数量在2千万以上。
26. Leverage Open UI to Simplify Order Capture User Interface 将复杂的受理界面简单化 Translation provided by the customer. Please split into English and Chinese versions. Assumption is that there will be two screens in parallel, one showing English version and one showing Chinese version. Open UI simplified a process with multiple Views, each with multiple Applets into 1 consolidated Form View 将包含有多个选择框的页面，简化成为一个完整的表单式的页面 In the same time, re-designed form View presents a more aesthetically friendlier experience to the end users 同时受理表单的页面重新设计后，从视觉上相对更加美观 Traditional Siebel Interface 传统Siebel页面 Open UI Interface Open UI页面
27. Task-specific Control on Open UI to enhance User Experience 可以通过增加客户化的页面事件响应，提高便捷性 Translation provided by the customer. Please split into English and Chinese versions. Assumption is that there will be two screens in parallel, one showing English version and one showing Chinese version. Siebel Open UI offers a new way to capture the “Enter” key & Mouse movement in traditional fields, which can greatly enhance user<-> Siebel interaction experience. 捕获输入框中的回车、光标移动等事件来触发用户界面的信息交互，使用户操作更加便捷 Based on Customer’s Phone #, Open UI Control Capture the “Enter” event to execute Query 捕获输入框的回车事件，按照电话号码查询客户的相关信息 Based on mouse/keyboard actions to trigger Query operations. Use google-like search quick-prompt to facilitate the info capture 捕获输入框的光标移动事件，触发查询操作，将输入框改造为类似google等搜索框模式，方便用户输入信息
28. Measurable Improvement to End Users’ Daily Tasks 对业务效率的提升 Translation provided by the customer. Please split into English and Chinese versions. Assumption is that there will be two screens in parallel, one showing English version and one showing Chinese version. To Subscribe a new Mobile Services, the Average # of Mouse Clicks is reduced by 64%, Average Handing Time is reduced by 66%. This has greatly helped the operational efficiency of the End Users 受理单个移动电话新装业务，平均点击次数下降64%，平均受理时间缩短了66%，给业务的效率带来很很大提升
29. Manageable Costs for Open UI’s Service Introduction 相对较低的改造成本 Translation provided by the customer. Please split into English and Chinese versions. Assumption is that there will be two screens in parallel, one showing English version and one showing Chinese version. Estimated Man/Day by SI 本地人员成本 Open UI Service Introduction is mainly done by in-house SI’s Siebel & Java development team. To ensure the quality of works, Oracle Expert Services Specialist has done off-site Review. The overall cost is manageable 改造工作主要由本地的Siebel工程师与JAVA工程师协同完成，同时为保证质量，我们请Oracle ES远程Review了代码，成本相对不高。 Oracle ES Review 5 m/d Oracle ESReview 5人天 Current scope only includes Mobile Service’s Order Capture process. Estimated total productivity improvement against all products/services is at 10%. Based on Year-1 roll-out schedule, projected AHT-based ROI is about 150% 目前仅改造了较为简单移动业务的受理界面，按照业务占比估算对整体业务效率提升可以达到10%左右。第一年预估根据平均受理时长节约的人力成本，投资回报率在150%左右
30. Open UI Rollout Plan & Lesson-learnt from End-user Community 快速受理应用上线计划 Translation provided by the customer. Please split into English and Chinese versions. Assumption is that there will be two screens in parallel, one showing English version and one showing Chinese version. Stage 1: Trial Use: HQ B2B Account Managers (at the magnitude of tens) 第一阶段试商用，政企客户经理（总部），约数十人左右。 Stage 2: Roll-out: all B2B Account Managers (about 300) 第二阶段正式上线，全部政企客户经理，约300人左右。 Stage 3: Channel Roll-out: including all sales branch, channel sales store (at the magnitude of thousands) 第三阶段其他渠道，包括营业厅及代理商的相关人员，总共用户可能超过1000人以上。 Lessons Learnt from End-user Community in Stage 1: 第一阶段用户的一些反馈问题： Different Browser might have different effect on UI Display 不同浏览器访问OpenUI在界面显示上有些差异。 Some application control, e.g. POS integration etc. only works in IE 原先通过ActiveX控件集成的一些应用，如POS机等，只能在IE浏览器中使用。 End-users still expect some UI improvements 对应用仍有一些改进的要求。
31. Architecture and Extensibility
32. Web Client Handheld Wireless Web Local DB Data Manager Architecture: Before Web Wireless Mobile Handheld Clients Local DB Object Manager Web Server Web Servers Siebel Web Server Extension Siebel Enterprise Server Siebel Server(s) Application Servers Object Manager Authentication Server Data Manager External Systems Siebel DB Servers CorporateData 33
33. Web Client Architecture: After Web Mobile Clients Web Server Web Servers Siebel Web Server Extension Siebel Enterprise Server Siebel Server(s) Application Servers Object Manager Authentication Server Data Manager External Systems Siebel DB Servers CorporateData 34
34. Siebel ActiveX Siebel OpenUI / Siebel Mobile Client Browser JavaScript UI Controls JavaScript Library ActiveX UI Controls JQuery Library Static Server by App / Web Server Layout Data & Data bindings JavaScript Extension API Custom Browser Scripts Custom Browser Scripts ActiveX Proxy JavaScript Proxy HTML Composition Conditional Rendering Siebel HI Client Siebel Open UI Layout Styling Styling Style Sheets Style Sheets Design Time Compiled Dynamic Web Server Siebel Object Manager Layout HTML Composition Conditional Rendering Customisation Siebel Tools Configuration Siebel Web Templates Siebel Web Templates Configurable Runtime
35. Behind The Scenes Mobile Controls Desktop Controls Open UI Framework Tools/SRF Web Templates Server Scripting Server Integration
36. Base Open UI Framework JavaScript render the data CSS Styling Physical Renderer Presentation Model Custom CSS Styling Physical Renderer Extension Presentation Model Extension formats the data and applies logic Red Client Proxy = Out of the Box holds runtime & meta data Grey = Custom
37. Q&A