Communications

User Experience (UX)

Unlike many CRM applications, Siebel CRM offers a flexible user experience rather than enforcing a one-size-fits-all approach.

With our standards-based UX framework, Open UI, you can design customized user experiences that align with specific business needs. Its fully responsive web design ensures seamless access to Siebel CRM from any browser on any device.

Customer 360

AI-powered, end-to-end customer lifecycle management that boosts acquisition, retention, and support by optimising engagement across all touchpoints, including retail locations, call centres, mobile apps, and web portals, through data-driven insights.

Order Management

Centralised, omni-channel, order capture system, designed to handle advanced MACD (Move, Add, Change, Delete) scenarios, streamlining telecom service orders (e.g., mobile plans, broadband, IPTV).

By automating quote capture, order validation, pricing, and fulfilment integration (e.g. with Oracle Order & Service Management), thereby reducing order fallouts and improving fulfilment accuracy.

Billing Management

Integrates with telecom billing systems to enable real-time billing inquiries, dispute resolution, and payment management.

Supports convergent billing for mobile, broadband, TV, IoT services, and more.

When combined with Oracle BRM (Billing and Revenue Management), it delivers out-of-the-box agent-assisted billing care.

Partner Management

Facilitates and optimises indirect sales channels by managing commissions, incentives, and partner workflows.

Additionally, it provides real-time performance tracking for retailers, resellers and distribution networks, ensuring efficient oversight and the ability to make data-driven decisions to enhance sales and operational performance.

Field Service

Assists in scheduling and managing field technicians for service installations and repairs, ensuring tasks are completed on time and with optimal resource allocation.

Dispatch is optimised by considering factors such as technician location, availability, and skill set, allowing for faster response times, reduced travel, and improved service quality.

Customer Loyalty Management

Enables businesses to design, manage, and optimise loyalty programs directly within the CRM system where customer data is stored.

It allows organisations to track customer interactions, reward loyalty, and foster engagement through personalised loyalty offers and incentives.

Leveraging advanced analytics and integration features, it helps improve customer retention, increase satisfaction, and enhance lifetime value.

Regulatory Compliance and Security

Ensures compliance with telecom regulations, including GDPR, CCPA, global industry associations such as TM Forum, and local telecom laws, to safeguard customer privacy and data security.

It also employs role-based access control and encryption to protect sensitive customer information, ensuring that only authorized personnel have access to specific data and minimizing the risk of data breaches.

AI-Driven Analytics & Insights

When integrated with Oracle Analytics and Oracle Unity, it harnesses predictive analytics to reduce churn and drive proactive customer engagement. By segmenting customers based on usage patterns, preferences, and demographics, it enables more targeted strategies.

Additionally, real-time dashboards track key performance indicators (KPIs) like ARPU (Average Revenue Per User) and NPS (Net Promoter Score), allowing businesses to monitor and optimise customer satisfaction and revenue growth.