ORACLE DATA SHEET

SIEBEL EBILLING MANAGER AND

BILLING ANALYTICS SELF-
SERVICE SOLUTIONS
Oracle’s Siebel Customer Relationship Management (CRM)
applications enable organizations to more effectively sell to, market
to, and serve their customers across multiple channels in any
industry. Siebel CRM empowers organizations to meet the rapid
pace of change so they can capitalize on the best opportunities for
growth while ensuring maximum satisfaction levels for customers.

Oracle’s Commitment to Siebel Self-Service Applications

Building on our ongoing commitment to enhance Siebel applications as part of the
"Applications Unlimited" program, Oracle has released two new key components of
our Self-Service solutions - Siebel Communications Billing Manager 5.1.1 and
Siebel Communications Billing Analytics 5.1.1. These enhanced offerings help
customers dramatically cut costs by giving them comprehensive online access to
KEY EBILLING 5.1.1 FEATURES
billing data and the most advanced reporting capabilities available.
• Consolidated
e-billing eBilling Manager 5.1.1
• Multi-account payments
Oracle’s Siebel eBilling Manager enables organizations to deliver online access to
• Integrated charting

• Unbilled data presentment

electronic bills. Designed to integrate with existing applications and diverse core
• Download CSV, XML, PDF legacy systems, it extends the convenience of online billing and account
• Personal/corporate address management to a company’s entire customer base, as well as its call centers. And
book with advanced self-service features, it provides a superior online experience that
• Dispute management
increases customer satisfaction and loyalty, while decreasing costs.
• User roles and permissions
• CSR views
Interactive Statement Presentment
• Versioned Hierarchy
eBilling Manager allows organizations to present e-bills either dynamically, using
• Summary and detailed bill
presentment
HTML, or in a print-friendly format, using PDF. When presented in HTML, e-bills
• Bill history access (3-13+ provide a familiar Web experience with search, sorting, filtering, drill-down and
months) download capabilities. HTML e-bills can also include embedded links, allowing
• Drill-down – from summary to
customers to click through to more detailed information and self-service
detail
• Connectors for credit-cards, functionality.
ACH (checks) and EDI
• A/R Integration
Combined Account Statements
eBilling Manager creates a single, consolidated view of all of a customer’s accounts
by aggregating account information from multiple legacy systems. Using the
application’s self-service features, accounts can either be linked automatically or at
the request of customers.

Online Payments
eBilling Manager provides personal wallets for managing multiple payment vehicles
(for example, credit cards and checking accounts). Users or permitted customer
service representatives (CSRs) can make one-time payments; establish scheduled
recurring payments, view payment histories, and set thresholds and payment alerts.

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Paperless Account Option

Through a managed consent model, customers can turn off paper and opt for print-
friendly PDF or HTML presentment alternatives. Oracle’s solution complies with
regulatory requirements for paperless delivery and has historically delivered high
enrollment rates.

KEY REPORTING & ANALYTICS Multi-Year Statement History and Online Archive
5.1.1 FEATURES A disk-efficient, high performance statement archiving system gives organizations
• Robust corporate-strength
the flexibility to store years of historical account statements and account-related
reporting
• Ability to sort and filter on any communications without degrading performance or increasing storage costs.
column in CDR detail view
• Graphical presentation of Contextual Self-Service and Customer Care
spend trending or service With eBilling Manager, organizations can integrate customer self-service into e-
spend breakout
bills, enabling customers to easily find relevant information and act on it quickly.
• Out of the box reports
including: Self-service can include such operations as changing an address, turning off paper
• Top 10 Expensive Calls statements and initiating disputes or account inquiries. By providing access within
• Minutes by Destination the statement itself, organizations can also promote self-service operations that may
• Minutes by Rate Period
otherwise be unknown or difficult to find on a web site.
• Calls & Charges by Usage
Type CSR Call Center Access
eBilling Manager provides customer service representatives (CSRs) with customer
impersonation rights to access customers’ e-bills from a standard web browser.
Because they can view the same statement as customers, CSRs can easily facilitate
both online and offline service requests. The application’s customer service
dashboard can also incorporate additional operational data, such as personalized
marketing offers and service and payment history to provide CSRs with a more
comprehensive overview of the organization’s relationship with a customer.

Targeted Promotions and Messaging

Within e-bills, organizations can present customers with customized product offers
or personalized service messages based on individual account information. By
reducing direct mail and telemarketing costs, this feature creates additional revenue
generation opportunities and improves marketing effectiveness. And, since the
offers are highly targeted, customers are more likely to respond to them.

Flexible Integration
eBilling Manager plugs into existing web applications and customer support
systems, preserving investments in and extending the capabilities of existing
infrastructure. The application also delivers superior performance without regard to
large data volumes or user loads, ensuring that both business and consumer
customers have the best possible self-service experience.

Other Key Features/Functions in eBilling Manager 5.1.1 include:

• Convergent Billing – This new feature allows for a single user-interface
(UI) screen that draws from many billing feeds with a variety of different
formats.

• Large Hierarchy Support – This new feature includes retrieve and

display thresholds. It has a new user-interface (UI) flow to enable

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companies to manage very large hierarchies.

• Multi-Language Support - This new feature uses Java resource bundles

to support implementations with multi-language translation requirements.

• Performance Enhancements – This new release includes rigorous

performance, scalability and reliability improvements.

Figure1. Siebel eBilling Manager 5.1.1

Communications Billing Analytics 5.1.1

Oracle’s Siebel Communications Billing Analytics application empowers business
managers and individual employees to analyze and understand their communications
costs and usage by investigating and identifying trends and patterns across multiple
views of their own unique organization.

Monitor and Control Communications Usage and Costs

As businesses increase and develop their investment in communications, they are
demanding access to sophisticated tools to monitor and control the usage and costs
of their voice and data services across their organization. Communications service
providers are recognizing customer self-service and e-billing technologies as the
solution. At the heart of the solution is business customers’ ability to access their
rich billing data, but the needs extend well beyond simply viewing an electronic
copy of a conventional paper bill. Administrators, managers, and financial
accountant want to easily validate billed costs against authorized purchase orders
and current contracts, allocate costs against changing organizational hierarchies, and
find ways to optimize the use of their communications assets to achieve their
primary business goals.

Communications Billing Analytics guarantees timely and efficient delivery of

valuable billing data to customers while reducing the cost of distributing bills, CDs,
and customer reports. Customers can easily analyze costs to identify any
discrepancies in their bills, speeding up or even eliminating dispute procedures,

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avoiding the costs and delays involved in requesting reports from specialist
customer support staff, and reducing payment delays.

The application gives business customers valuable insight into their companies’
communications usage. Business administrators control the distribution and
allocation of billing data and can delegate secure access to managers and business
"We selected the Oracle Self-
Service platform because it
end users, saving the time, cost, and effort of internal financial approval and control
provides an out of the box processes within customers’ organizations. This powerful business tool significantly
solution with state-of-the-art
enhances the customer experience and improves the retention and acquisition of
functionality, proven
scalability, and the lowest high-value business customers.
cost of ownership," "Since
our implementation, we have Collect Business Intelligence
experienced an 85%
Communications Billing Analytics transforms traditional billing data into rich and
reduction in customer
support requirements via powerful source of business intelligence for service providers’ business customers.
email as well as tremendous Business managers, together with business end users, can map corporate bills as well
favorable customer response
and acceptance. We have
as individual call records to the company’s specific financial and operational
also dramatically reduced reporting needs. Through integration with Siebel Communications Billing Manager
transaction and IT support
and Self-Service Manager, business customers can leverage the in-depth knowledge
costs."
- Mike Ligett, Director of
of their communications usage to rapidly make relevant and necessary changes to
Mass Markets and Strategic their contracts – changing rate plans, reassigning contracts, and subscribing to and
Initiatives, Progress Energy.
configuring new services.

Figure1. Siebel Communications Billing Analytics 5.1.1

The features provided by the application can be grouped into two distinct functional
domains:

Hierarchical Cost Analysis

Business managers and team leaders can create and manage multiple cost allocation
hierarchies for call cost reporting, enabling analysis by geography, product line,
functional division, virtual team, and the like, as well as across the conventional
organizational structure. Major features/functions include:

Built-in Hierarchy with Versioning: These new capabilities allow end

user’s to model their organizations according to the way they do business.

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More Intuitive Interface: This enhancement enables end users to quickly

become productive without the need for formal training.

Drill-Up, Down and Trend Billing & User Defined Business

KEY BENEFITS Hierarchies: These new features allow users to easily investigate cost and
usage trends.
Highest ROI

Reduce processing
Purpose Built High-Efficiency Communications Star Schema:
costs and accelerate Application has been designed to support 1,000s of concurrent online
collections
users.

Contain costs with
account & cost center

Contract Cost Thresholds: which enable users to set personalized
based reporting;
budget, spend and notification alerts as invoices exceed defined limits
usage analysis

Enterprise Views: An unlimited number of enterprise views that can be

Decrease expenses by
web-enabling answers pulled directly from billing information or custom created. Ability to
to the top 7-10 reasons import or export enterprise views in XML format for use in other systems.
customers contact your
call center
Call Analysis Reporting
Communications Billing Analytics allows business managers and authorized end
Unique, Advanced Billing
Reporting users to quickly and easily report on any individual calls made by anyone in their

Create accurate organization. Coupled with the up-to-date and flexible hierarchical model of the
historical and trend
organization, call analysis reporting provides business customers with a detailed and
reports with versioned
hierarchy comprehensive understanding of their communications investments. Major

Conduct “what if” features/functions include:
analysis with real-time
updates between
New Out-Of-The-Box Reports: These new OOTB reports address
business hierarchies
customers’ most common reporting needs, including budget and cost re-

Distribute information
access throughout the
allocation; longest/most expensive calls; most frequent calls; call
organization with volume/cost analysis; cost-center trending; and cost detail breakout.
hierarchical and role-
based reporting
Versioned Hierarchy: Allows you to create accurate historical and trend
reports across multiple billing periods
Rapid User Adoption

Achieve 3-5 times

Hierarchical and Role-Based Reporting: Allows you to distribute
higher adoption rates access to information throughout the organization.
than competing
solutions
Filters: The ability for users to define and apply sophisticated filters to

Leverage extensive focus on specific areas of the business.
eBilling expertise from
an industry leader
Fast, Real-Time Updates: Allow you to conduct ‘what-if’ analysis.
supporting over 125MM
enrolled users
Dynamic Sort & Download Capabilities: Enable users to sort by any

Improve relationships results column & Download any results for further analysis.
with a dynamic, intuitive
user experience Highest ROI
Oracle’s Siebel eBilling solutions have the most proven return on investment for our
customers. Prior to implementing our solutions, we take the time upfront to analyze
the top 7-10 reasons why your customers are calling your contact center. Based on
those findings, we move the answers to those queries to the web. As a result, your
customers will not need to make a costly call center call, as they can quickly and
easily find what they are looking for on your front page. By leveraging Oracle’s
online bill payment and presentment functionality, you will dramatically reduce

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print, postage and payment processing costs while accelerating collections. At the
same time, your business will contain costs with account and cost center based
reporting coupled with budget, spend and usage analysis. On average, our clients
realize a rapid payback on their investment with an average breakeven in 6-12
months.

Why Choose Oracle?

Oracle’s Self-Service and eBilling solutions enable companies to empower their
business and consumer customers to manage their relationship online. With over
125 million active, online users, Oracle has demonstrated results in meeting YOUR
CUSTOMER’s needs while providing a flexible, scalable solution to meet YOUR
needs.

Oracle’s mission for self-service solutions is to focus on what preserves and grows
your customers’ relationships. For consumers, that includes, among other things,
invoice management, relationship-based analytics, an online store front, payment
processing, and service transactions. The goal is to provide the “sticky content”
within your portal in an intuitive, presentable format so that your customers always
come back for more. For your business customers, preserving the relationship
extends functionality by enabling businesses to manage their organization online, in
the way they view their business, not how it is set-up within your internal systems.
This streamlines workflow, approval and payment processes for your customer to
manage their relationship with you.

The eBilling, Billing Analytics and entire suite of self-service solutions from Oracle
deliver immediate, measurable results in call center deflection, reduced mailing and
postage costs, streamlined payment processing, enhanced marketing effectiveness,
and improved customer acquisition and retention. These factors result in Oracle
delivering three to five times the adoption rates of competing solutions in the
industry.

Proven Solutions. Most Complete Multi-Channel Footprint. Highest ROI. Rapid

User Adoption. Empowered Customers. To learn more about how your company
can benefit from Oracle’s Self-Service Solutions, visit our website at:
www.oracle.com/goto/self-service/index.html

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