Account and Premises management

• Management of accounts through multilevel account hierarchies that are based on complex account relationships
• Independent management of service accounts and billing accounts
• Tracking of physical facilities and network delivery points through premises records
• Tracking of meters at service points
• Management of account and customer information through profiles

Agreement management

• Automated production of agreements from accepted quotes
• Coordination of pricing information
• Assigning of standard terms, conditions, and features
• Tracking to make sure that agreements and service entitlements are fulfilled

Audit trail

• Creation of a history of all the changes that have been made to various kinds of information
• Records show who has accessed an item, what operation has been performed, when it was performed, and how the value was changed
• Useful for maintaining security, examining the history of a particular record, and documenting modifications for future analysis and record-keeping

Billing management

• Integration with back-office billing applications
• Query and display of billing information
• Management of payment information, payment plans, bill adjustments, and bill profiles

Call center optimization

• Single desktop to manage multiple types of customer interactions
• Integrated Web and Interactive Voice Response (IVR) self-service functionality

Credit management

• Integration with a back-office credit application
• Management of credit alerts
• Notification of customers who are delinquent in payments

Customer acquisition

• Analytical tools for segmenting prospects and developing targeted campaigns
• Campaign management tools for developing and executing multichannel campaigns
• Prebuilt performance analysis tools
• Call scripting (providing text that uses proactive selling and retention techniques for employees to use when speaking with customers)
• Territory assignment, lead scoring, and routing

Customer and partner applications

• Oracle's Siebel Partner Relationship Management, which allows your company to turn channel partners into an extended, virtual sales and service organization through the Internet
• Oracle's Siebel eService, which allows your customers to create and track their own trouble tickets and service requests, and to search for answers to frequently asked questions (FAQs), through the Internet
• Oracle's Siebel eSales, which allows your customers to use the Internet to browse through your company's products and services, and to configure and purchase them

Customer retention

• Customer profile that is shared throughout the enterprise
• Profile analysis to predict customer churn
• Generation of win-back actions
• Sales tools that increase sales effectiveness and maximize time spent building relationships
• Tools for marketing analysis, campaign development, and execution

Equipment and infrastructure

• Management of physical assets available at a customer site
• Tracking of equipment sales to accounts
• Management of meters and assets

Fraud management

• Integration with a back-office fraud management application
• Management of fraud alerts
• Definition of relevant thresholds for customer fraud profiles
• Classification of customer accounts to indicate the likelihood of fraud
• Management of customer accounts that are either late in settlement or delinquent

Order configuration and management

• Oracle's Siebel Configurator, which automates the generation of quotes and sales orders
• Tracking of relationships between sales, sales orders, and work orders
• Definition of process rules and automatic escalation of open sales orders
• Use of product classes and attributes, and product bundles in generating sales orders
• Provisioning of sales orders through work orders

Pricing management

• A set of tools for defining pricing adjustments and the conditions under which they are applied
• An engine that evaluates condition statements and determines which pricing adjustments to apply
• A testing area that allows assessment of the pricing adjustments
• Integration with end-user interfaces such as Quotes, Orders, Oracle's Siebel eSales, Oracle's Siebel Partner Relationship Management, and Oracle's Siebel Configurator

Oracle's Siebel Marketing

• Analysis of customer information and measurement of campaign results with eIntelligence
• Creation and execution of targeted marketing campaigns
• Internet marketing with eMarketing: Integrated email campaigns, customized Web offers, personalized Web pages, Internet newsletters, and Internet surveys

Third-party and legacy integration

• Prebuilt Web services that provide interfaces to leading Operating System Software (OSS) and Enterprise Resource Planning (ERP) applications
• Integration mapping tools for cross-application process integration
• Oracle's Siebel Enterprise Integration Manager (EIM), which allows bidirectional data exchange and synchronization
• Performing credit verification and address validation
• Maintenance of billing accounts through an external billing application

Trouble ticket and service request management

• A means of logging, assigning, managing, and resolving customers' problems, including network problems or outages affecting customers
• Online solutions search capability
• Proactive customer notifications through email, pager, fax, and Internet
• Automatic escalation of overdue trouble tickets and service requests
• Integration with external outage management applications

Upselling and cross-selling

• Scripting engine that identifies upsell and cross-sell opportunities with every customer contact
• Product configuration that prompts the salesperson to propose high-margin services
• Integrated asset management that provides information about configuration at each service location

Usage, billing, and service detail

• Access to customer usage and service information
• Summary customer data for account analysis