Oracle Siebel CRM Statement of Direction for the years 2025 a 2026
31. 1. 2025
At the end of 2024, Oracle announced the direction and innovations for Oracle Siebel CRM for the years 2025 and 2026..
The strategy for these years is influenced by market trends such as the use of GenAI in customer care processes, prioritizing user experience (UX) in line with agility for cloud-based solution deployment, integration with agile microservices, and a strong focus on a data-centric approach..
Deployment Oracle Siebel CRM to the Oracle Cloud Infrastructure /OCI/
Customers using Oracle Siebel CRM on Oracle Cloud OCI can reduce their Total Cost of Ownership (TCO) by over 50%. All implemented principles align with cloud-native best practices to optimize TCO and support continuous delivery and integration (CI/CD)..
Siebel Cloud Manager /SCM/ It enables rapid lift-and-shift migration to OCI, as well as greenfield installation in OCI. It supports both on-premises and cloud databases. Effective monitoring of all resources and processes is also a key focus. In the coming years, the roadmap includes the delivery of templates for efficient scaling, CI/CD enhancements, improved monitoring, and native cloud resources. Additionally, automated updates—designed to be seamless and invisible to the customer—are a significant advantage.
Communications – Digital Business Experience
Oracle Siebel CRM continues to specialize in addressing the specific needs of telecommunications companies, particularly in product configuration, service catalog management, pricing, and end-to-end order management. A key philosophy behind new innovations is proactive customer care.
Key components include: :
- Enterprise product catalogue
- Siebel CRM as an order intake tool for all assisted and self-care channels.
- Processing and orchestration orders and order service manager
Chatbot Oracle Digital Assistant /ODA/
Deploying a chatbot is an effective way to reduce operational and customer service costs. Siebel CRM is natively and seamlessly integrated with Oracle Digital Assistant (ODA), leveraging artificial intelligence and multiple interaction modalities—voice, text, and video—to enhance both sales and support processes.
OCI Generative AI Service and OCI AI Services
Leveraging Oracle Generative AI and AI services can elevate CRM and customer care to a new level. Agents can receive real-time solutions to customer requests using Retrieval-Augmented Generation (RAG) on internal knowledge bases. With GenAI, your communication channels can serve customers in any language, while many customer inquiries can be answered automatically and instantly.
Oracle 23ai Database
This version supports the use of LLMs by introducing a new vector data type and operations with it, further enhancing the ability to leverage the benefits of LLMs and generative AI.
More innovations include :
- Customer Order Management
- Kafka integration
- Siebel Search a Intelligent Search leveraging genAI and RAG
- Redwood UX
- Process-Drived Guided UX
- Multicloud operations
- Siebel Mobile
- Customer 360
- Webtools a Workspaces for developers
- Test driven development
- Siebel Open Integration
- tight integration with OCI services
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