1 Siebel CRM Integration Pack for Oracle Communications BRM: Agent Assisted Billing Care Overview

The Oracle Communications Billing and Revenue Management: Agent Assisted Billing Care pre-built integration integrates the billing management process between Siebel Customer Relationship Management (Siebel CRM) and Oracle Communications Billing and Revenue Management (Oracle BRM) to empower customer care agents and improve customer service value by providing an integrated, real-time, and actionable view of billing data from the Siebel CRM console.

For communications service providers (CSPs) to deliver a superior customer experience, customer care agents must have easy access to accurate and complete customer billing and service information to increase first-call resolution rates, while reducing costs. CSPs also require a single solution to improve agent productivity and minimize the number of applications that agents must use and learn. With Oracle Communications Billing and Revenue Management: Agent Assisted Billing Care, companies of all sizes can provide unparalleled service and vastly reduce integration cost and complexity.

Connecting Siebel CRM with Oracle BRM provides real-time access to critical billing information through a single point of entry, Siebel CRM. Agents can gain real-time access to customer billing information, including four tiers of customer account balance data, three tiers of invoice data, payment history, and adjustment history without having to toggle between multiple applications. As a result, the Oracle Communications Billing and Revenue Management: Agent Assisted Billing Care pre-built integration helps service providers reduce operating costs by streamlining and automating billing management processes and reducing the potential for error.

The Oracle Communications Billing and Revenue Management: Agent Assisted Billing Care pre-built integration consists of these three process integrations:

• Process Integration for Billing Management

• Process Integration for Customer Management

• Process Integration for Collections Management

1.1 Process Integration for Billing Management

The process integration (PI) for billing management integrates the billing management process between Siebel CRM and Oracle BRM. The PI enables Siebel CRM to be used as the single interface to access all customer-related billing information, including data that is mastered and maintained within the Oracle BRM system. This PI includes support for the following key processes that can be performed from Siebel CRM:

• Real-time view of account and customer balance summaries, balance groups, and balance details

• Real-time display of unbilled usage information

• View of invoice details

• View of payment and adjustment history

• Capturing payments for an invoice and sending to Oracle BRM for processing

• Capturing new adjustment requests and sending to Oracle BRM for processing

For more information, see Part I, "Understanding the Delivered Integrations".

1.2 Process Integration for Customer Management

The process integration for customer management enables the synchronization of customer information between Siebel CRM and Oracle BRM. This PI provides two integration flows:

• Create or sync new customer account, which interfaces customers to Oracle BRM (performed during the order management processing flow).

• Update customer account integration flow, which updates account profile information (such as address, name, and contact) from Siebel CRM to Oracle BRM.

For information about the process integration for Customer Management, see the Oracle Application Integration Architecture Oracle Communications Order to Cash Integration Pack Implementation Guide for Siebel CRM, Oracle Order and Service Management, and Oracle Billing and Revenue Management.

1.3 Process Integration for Collections Management

The process integration for collections management provides synchronization of collection actions (based on the specified collection scenarios) defined in Oracle BRM to Siebel CRM, and administration of these collection actions and credit alerts.

For more information, see Chapter 8, "Understanding the Process Integration for Collections Management".