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Pioneering, Task-Driven UI in Oracle's Siebel 8.0 Speeds Task Setup and Execution
With its pioneering, task-driven user interface (UI), Oracle's Siebel 8.0 enables business owners to design and deploy business processes on the fly, without having to rely on overburdened IT resources. At the same time, the more intuitive UI also helps end users execute tasks both more efficiently and with greater consistency.
"We spent a lot of time talking to customers, and they told us again and again they need the ability to change their business processes on the fly," says Scott Nash, Oracle vice president of Siebel product management.
Siebel 8.0 makes this possible by empowering business users to create and update tasks intuitively—and ensuring faster, more consistent adoption via a user interface that clearly and quickly guides end users the "last mile" to successful execution, says Nash.
Handing the Controls to Business Users
A number of new features guide business users through creating and updating tasks. For example, a flowchart-style interface enables them to design tasks in a familiar visual format. But instead of handing off the flowchart to the IT team, the new UI automatically turns it into optimized code.
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| The Task UI provides a simple wizard interface which guides users through sophisticated processes |
In addition, new wizards help automate the process of defining the components of a task, from initial setup through the creation of transient business components and fields.
And once the task has been designed, a new application-level toolbar enables revision and deployment with a single click.
The new UI changes also extend to the Siebel business rules engine, helping replace complex scripts with simple, easily updated business rules. The result: business administrators can quickly create and deploy rules governing everything from promotional discounts to the calculation of insurance risks.
Speeding Task Completion, Ensuring Compliance
In order to ensure rapid, consistent execution of evolving tasks, end users must get up and running as quickly as possible—a huge challenge when, for example, contact centers often experience annual turnover rates of 40 percent or more.
Siebel 8.0 delivers a familiar, intuitive interface that allows users to get started quickly. The new UI reduces navigational complexity, automatically executes decision logic, presents only relevant, context-based data, and automatically enforces standards—including regulatory compliance.
For example, one pane in the UI is automatically populated with context-sensitive tasks, and once a user has invoked a task, the task pane clearly displays the sequence of steps required for successful completion.
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| Simple process definition tools allow business analysts to define and update tasks directly |
In addition, users can use a "play bar" to control navigation through a particular task flow, clicking buttons to move forward or backward or to pause or cancel a task.
Other key features include radio buttons to support decision-making within a task, as well as a universal support inbox that simplifies task reassignment, approval, and consultation.
Finally, the new UI provides support for complex tasks related to field service activities, managed service contracts, and wireless order management.
Embedded Intelligence, Smarter Service
Empowering agents is critical to increasing customer satisfaction, but real value comes when you can deliver intelligence that promotes the right action at the right time.
Siebel 8.0's real-time decisioning embeds targeted intelligence directly into the business process, enabling agents to make successful sales recommendations and take action to retain valuable customers who are at risk of churning.
Best Practices on the Fly
Until now, customer relationship management (CRM) has largely concentrated on getting customer data all in one place. Now, says Nash, Siebel 8.0 has taken the next step, enabling organizations to quickly put best practices into place as well.
"Again and again, customers have also told us they want a way to incorporate best practices across their organization," explains Nash. "With the task-driven user interface in Siebel 8.0, companies can put them into place more quickly and comprehensively than has ever been possible."
"This is quite simply the future of CRM," Nash concludes.
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