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

This chapter provides an overview of the Siebel CRM Integration Pack for Oracle Communications Billing and Revenue Management: Agent Assisted Billing Care.

About Agent Assisted Billing Care

The Agent Assisted Billing Care integrates the following business processes between Siebel customer relationship management (Siebel CRM) and Oracle Communications Billing and Revenue Management (BRM):

• About the Billing Management Process Integration

• About the Customer Management Process Integration

• About the Collections Management Process Integration

About the Billing Management Process Integration

The billing management process integration enables you to access all customer-related billing information by using the Siebel CRM interface, including data that is created and maintained within the BRM system. It includes support for the following key processes that can be performed from Siebel CRM:

• Real-time view of accounts 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

• Invoice payment capture

• Adjustment request capture

See "Understanding the Process Integrations" for more information.

About the Customer Management Process Integration

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

• Create or synchronize new customer accounts, which interface customers to BRM (performed during the order management processing flow).

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

See Oracle Application Integration Architecture Oracle Communications Order to Cash Integration Pack Implementation Guide for Siebel CRM, Oracle Communications Order and Service Management, and Oracle Communications Billing and Revenue Management for more information.

About the Collections Management Process Integration

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

See "Understanding the Process Integration for Collection Management" for more information.