Oracle has made entry into Open UI with Siebel but market experts has different opinion about Oracle's strategy to delaying Open UI in Siebel.
Oracle's Siebel has lost market revenue share in these years to other competitors due to great UI experience and wonderfull fast navigation from one screen to other for contact center end users.
With so many doubt in mind we rush to Oracle's Siebel Open UI Expert Scott Hall and we got unbaised answers to our questions.
We are sharing our interview with Scott for benefit for our Siebel CRM community.
Customers had two requirements for Siebel at the time.
1. It had to perform like a client/server app as it was being used in high volume call centers and
2. It had to run on a 10MB network (the capacity of the day).
Unfortunately, pure web based apps of the day could do neither. In order to meet customer requirements we had to use a different solution, and the only one to avail itself was ActiveX.
There have been other efforts to improve the UI over the years, Virtualization Toolkit, WebUIDDK, headless Siebel (sorry Tom!) Flash based UI, but none of them based off standards. The time is right for a standards based approach for a UI. The performance is there, the capabilities are there, the knowledge base is there and the SI's are there.
Answer to your question Has Siebel lost market share over ht UI? I won't deny it. But I think OpenUI leapfrog's the other CRM products with OpenUI. I also think this is a wonderful opportunity for the SIs out there to build the user experience your customers are looking for using OpenUI. Get your web developers involved as OpenUI uses the same technologies they have been using for years.
More about Scott Hall
Scott Hall is an Application Technologist CRM Solutions at Oracle with a focus on the Siebel CRM. As a senior member of the Sales Consulting staff at Oracle, Scott is responsible for understanding customer architecture and technology needs and articulating how the Oracle solution fits within those needs. Scott has been employed in the IT industry for 29 years, the last 14 years with Oracle supporting the Siebel CRM applications. He has held jobs in application development and sales consulting, first writing assembler programs for IBM, then into DBA roles, solution consulting, and architecture consulting. In his customer facing roles he has worked with customers as small as a couple hundred employees to the largest of the fortune 100 firms across a broad variety of industries. This exposure has given Scott a unique perspective and understanding of how CRM applications can address a customer’s business requirements in a way that allows them to grow the business.
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