martin mang principal sales consultant · pdf fileintegration solutions: siebel eai & mdm...

Integration Solutions: Siebel EAI & MDM

Martin Mang

Principal Sales Consultant

Copyright ©2007, Oracle. All rights reserved.

Oracle Confidential

Siebel Database

Web Server

EAI

Web

Server

Siebel Application Server

Business

Logic Layer

UI Rendering Layer

Data Layer

EAI

Siebel EAI supports three modes of integration

High-Volume

Batch Integration

Service Oriented

Integration

UI

Integration

Application

Application


Oracle Confidential

Siebel Database

Web Server

EAI

Web

Server


Business

Logic Layer

UI Rendering Layer

Data Layer

EAI

Pre-Built Capabilities for All Integration Modes

TCP/IP

XML/HTTP/SOAP

XML/Binary

TCP/IP

Enterprise

Integration

Manager

COM, .NET, ASP

MQ / MSMQ / JMS

Web enabled

Real Time

Tightly coupled

Real Time

Loosely coupled

File Based

Java, JSP, EJB

ActiveXData Control

JCA

Flat File

Oracle Customer Hub

Universal Customer Master - UCM


Oracle Confidential

Oracle Customer Hub Details

• Introduction

• Trusted Customer Information

• Closed Loop Data Quality

• Proactive Events and Policies

• Unify and Distribute Customer Insight

• Summary


Oracle Confidential

Strategic Objectives Require Single View of

Customer

• Increase accuracy and

completeness of

customer information

• Ensure consistency and

accuracy across

operational systems

Improve

Customer

Data Quality

• Make informed decisions

during customer

interactions

• Detect and manage

customer events

Utilize

Customer

Insight

• Centralize customer

information management

• Automate error handling,

account setup & other

administration costs

• Shift from product centric to

customer centric view

• Gain complete understanding

of customer‟s relationships &

hierarchies

Reduce Data

Management

Costs

Understand

Customers

• Meet regulations such as

Gramm-Leach-Bliley Privacy

Act, etc.

• Enforce security and

permissions across value

chain

Comply with

Regulations

Customer


Oracle Confidential

Universal Customer Master:

Enables a Single View of Customer

• Creates and maintains a unique,

complete and accurate customer

information across the enterprise

• Distributes customer information to

all operational applications just in

time

• CDI enables organizations to:

• Know your customers

• Improve data quality

• Utilize customer insight during all

customer interactions

• Comply with privacy and regulatory

requirements

• Reduce data management costs


Oracle Confidential


• Introduction





• Summary


Oracle Confidential

UCM - Trusted Customer Information

Trusted Customer Information

Parties,

Roles and

Relationships

Identification

History

and

Audit

Trail

Related

data

Entities

• Captures comprehensive

customer attributes to

provide complete customer

profile• Demographic information,

products and services,

interactions, privacy preferences

• Models complex roles,

relationships and hierarchies

• Provides industry-specific

data attributes

• Supports data

synchronization and data

federation

Parties,

Roles and

Relationships

Identification

History

and

Audit

trail

Related

data

entities


Oracle Confidential

Data Model – Cross-Industry plus key Verticals

• Cross-Industry data

model has been

extended for 10 key

vertical industries

• Utilises the experience

and requirements

gathered from the

CRM market space

• Extended for UCM

specific capabilities

Automotive

Banking &

Financial Services

Consumer Goods

Communications,

Media & Energy

Life Sciences

Healthcare

& Insurance

High-Technology

& Manufacturing

Travel

Oil & Gas

Public Sector


Oracle Confidential

Comprehensive Master Data Management

Customer Enterprise Master for Customer DataKey Entities: Party, Addresses, Relationships

ServiceEnterprise Service ManagementKey Entities: Service Requests, Solutions

Marketing Enterprise Offer ManagementKey Entities: Campaigns, Offers, Responses

Sales Enterprise Opportunity ManagementKey Entities: Opportunities, Orders

Assets Extended Profiling of CustomersKey Entities: Assets, Demographics, Activities

Product Enterprise Master for Product DataKey Entities: Products, Price Lists, Prices

Identity Identity MasterKey Entities: ID


Oracle Confidential

Cross Referencing

ERP

CRM

Web

SCMOSS

PLM

Legacy

Customer ID:

23-3445

Customer ID:

GH78GH

UID App ID

1ASCLSCC Legacy A31-32Z

1ASCLSCC Legacy B37-84U

1ASCLSCC CRM GH78GH

1ASCLSCC ERP 23-3445

… … …

Universal ID:

1ASCLSCC

Customer ID:

B37-84U

Customer ID:

A31-32Z

• Stores all customer identifiers for

the operational applications

connected to UCM

• Provides critical mappings used for

data synchronization, reporting,

and analytics

• Supports 1-to-many cases in which

multiple customer records exist in

an application that map to one

master customer recordPartner

Custom


Oracle Confidential

Universal Unique Identifier

• UID is generated by UCM to uniquely identify a customer across the enterprise

• UCM publishes the UID to operational applications and data warehouses for data synchronization, reporting, and analytics purposes

• The UID is guaranteed to be unique over the lifetime of the deployment

Leasing

Mortgage

BI

Call

Center

Loan

TreasuryWeb Site

Partner

PLM

# JK-674-HJ# JK-674-HJ# JK-674-HJ# JK-674-HJ# JK-674-HJ# JK-674-HJ# JK-674-HJ# JK-674-HJ# JK-674-HJ# JK-674-HJ


Oracle Confidential


• Introduction





• Summary


Oracle Confidential

Siebel CDI – Closed Loop Data Quality

• Manages customer data through the

entire lifecycle with end-to-end

processes

• Creates “best” customer record with

match, intelligent merge & unmerge

capabilities

• Cleanses and enhances customer

data using leading data quality tools

and third-party data sources

• Tracks corporate data quality

effectiveness over time with robust

data profiling

Data

Profiling

Intelligent

Merge and

Unmerge

Data

Enrichment

Data

Cleansing

and Matching


Oracle Confidential

Alliance Partner

Data Quality

Matching Server

Data Cleansing and Matching - Integration with

Partners

• Data management processes

invoke data quality service

which calls partner functions

• Universal Connector provides

uniform way for partners to

integrate

• Partners provide match scored

and cleansing engine

• CDM provides processes and

UI to handle match results, and

survivorship rules to merge and

update correctly

Universal

Connector

Data Quality

Business Service

Leasing

Mortgage

Loan

Call

Canter

http://www.qas.com/us/

http://www.ascentialsoftware.com/


Oracle Confidential

Create “Best” Customer Record – Matching

• Best of breed matching

technology embedded from

SSA

• Matching on name, address,

and other attributes

– configurable for other attributes

• Configurable for real time and

batch

• Suspect duplicates quarantined

for review by the Data Steward

Maybe

No

Yes

Match

New

Survivorship

Merge

Cleanse

No

Yes

Manual

Review

Data

Load


Oracle Confidential

Create “Best Version” Process: Cleanse + Match

• Intelligent Merge – create best

of breed surviving record by

selecting fields from the

duplicate records

• Intelligent Update – selectively

update fields for the master

record based on confidence

rules set for the source of the

data

• Automerge duplicates with very

high match scores

• Unmerge reverses an

erroneous merge process

Maybe

No

Yes

Match

New

Survivorship

Merge

Cleanse

No

Yes

Manual

Review

Data

Load


Oracle Confidential


• Introduction





• Summary


Oracle Confidential

UCM – Proactive Events and Policies

• Responds proactively to customer

lifecycle events (change of address,

opening of new account, etc.) with

meaningful alerts and triggers

• Defines and executes privacy and

regulatory rules to ensure

compliance

• Manages and audits events and

policies centrally and consistently

across the enterprisePrivacy

Management

Workflows

Rules

engine


Oracle Confidential

Respond to Customer Lifecycle Events

Define events and

subsequent process

responses, including

interactions with

source applications


Oracle Confidential

Privacy and Regulatory Compliance

Rules Engine

Rules Editor (GUI)

Rules Repository /

Knowledge Base

Set Privacy Status to „Pending‟ for a minimum of

45 days.

IF („Pending‟ period expires without the

customer initiates privacy activity)

THEN (update privacy fields)

IF (contact change for an account, e.g. co-

borrowed deletion, primary contact replacement)

THEN (apply more restrictive privacy policy to

remaining contact)

IF (customer bought a vehicle in 48 contiguous

states)

AND (subsequently moves to Puerto Rico)

THEN (send a new privacy notice in English and

Spanish)

Sample Privacy Rules


Oracle Confidential

Privacy Management Features

• Extended data model to capture communication preferences, track

current and past privacy sharing statuses for various entities (i.e.

affiliates, non-affiliated third party, brand, channels and

telemarketing)

• OOTB Privacy Views tied to Contact, Account, Household, and

Financial Account

• Pre-built workflows to respond to customer lifecycle events and

update privacy preferences proactively

• Pre-built, modular privacy framework and contents to create, maintain

and deploy policies per geography, federal, state or internal laws

• Real-time web services or batch integration to receive and publish

updated customer privacy sharing status to target systems such as

CRM, Marketing Campaign, DW


Oracle Confidential


• Introduction





• Summary


Oracle Confidential

UCM – Unify & Distribute Customer Insight

• Provides commonly used functions as business services and web services

• Maintains customer data between the master and other applications with pre-built processes

• Transforms data to leading packaged applications and industry standards

• Delivers support for all integration modes: real time, batch, publish and subscribe

Business

Services Leading

Practice

Integration Application

Authorization Publish

and

Subscribe


Oracle Confidential

UCM Pre-Built Business Services

Siebel CDM Services

Look Up Customer Look Up Profile

Look Up

Relationship

Manage Product

Manage Address Look Up Product

Look Up Address Look Up External

ID

Manage Profile Update Contact

Lookup Accnt

Activity

Insert Account

Profile

Lookup Household Delete Account

Insert Contact

Relationship

…

Easily publish new

services and extend

existing services with

Siebel Tools

Legacy

BI

Custom

CRM

ERP

PLM

SCMOSS

Partner


Oracle Confidential

Siebel Connector for Master Data Applications

• Set of configurable

components for integration

among enterprise applications

and Siebel Master Data

Applications

• Provides integration between

Siebel Master Data

Applications and other

applications

– Based on CRMML standard

• Pre-built business services

can be modified using Siebel

Tools

• Comprises the following pre-built business services

– UCM Transaction Manager

– UCM Converter

– UCM Dispatcher

– UCM Security Manager

– UCM Publish/Subscribe Service

– UCM Batch Manager

– UCM Data Quality Manager

– UCM Survivorship Engine

– UCM Account Source Data and History Service

– UCM Contact Source Data and History Service


Oracle Confidential

Pre-Built Capabilities for All Integration Modes

Siebel Database

Web Server

EAI

Web

Server


Business Logic

Layer

UI Rendering Layer

Data Layer

EAI

TCP/IP

XML/HTTP/SOAP

XML/Binary

TCP/IP

Enterprise

Integration

Manager

COM, .NET, ASP

MQ / MSMQ / JMS

Web enabled

Real Time

Tightly coupled

Real Time

Loosely coupled

File Based

Java, JSP, EJB

ActiveXData Control

JCA

Flat File

CRM

ERP

Cust

om

Lega

cy

SCM

OSS

Billin

g

PLM

UCM

1. ESB

2. Custom

(point-to-point)

3. Batch

OLTP

• Option 1: ESB Enabled Integration

• Option 2: Point-to-point real-time integration

• Option 3: Batch Integration


Oracle Confidential


• Introduction





• Architecture and Topology Overview

• Summary


Oracle Confidential

Summary: Functionality

• Flexible Data model supporting multi-party relationships

• Single Data Model attributes for 22 Vertical Industries

• Deep Data Quality Integration with 3rd products for best-of-breed

Cleansing, Matching and Enrichment

• Intelligent Merge and Unmerge capabilities

• Rich Data Steward UI for administration & maintenance

• Comprehensive support for both legacy and industry standard

interfaces

• Survivorship infrastructure and rules for establishing “levels of trust”

for each integrated application

• Granular business services exposed as Web Services

• Privacy Management


Oracle Confidential

Summary: Architecture

• Proven architecture – Thousands of implementations

• Extremely comprehensive platforms and DB support

• Highest demonstrated levels of resilience and availability with built in

support for all leading clustering solutions

• ARM support for 3rd Party System Monitoring tools

• Standards based, multi-layered security

• Architecture has been proven in the CRM space for use by the worlds

largest known CRM deployments

• Customer Benchmark validates architecture applicability for UCM

with large scale DB size and very high transaction throughput

requirements

Oracle Customer Hub

Universal Customer Master - UCM

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