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Company: Oracle
Solution Title: Oracle Unified CRM & BRM Solution
Solution Version: See details below in Solution Description
Solution Description:

Oracle Unified CRM & BRM Solution Overview

Worldwide, communications service providers are trying to hold onto existing customers and attract new ones by providing a more satisfying and personalized customer experience, one that strengthens loyalty while enabling carriers to effectively differentiate in the marketplace. Key to continued success is the ability to clearly understand the customers, their needs, and their behavior. To offer a true personalized experience, communication service providers need to enable their customer to use their channel of choice (including retail and partner settings, on-line self care, or traditional call centers) and to carry-on interactions across multiple channels. Also critical are the carrier’s ability to adjust the interaction with the customer based on the customer’s profile, behavior, and needs by making available within short timeframes new personalized offers, by proactively advise the customers on how to best manage their existing services, by proactively suggest the customer which promotional offers would be best for them, and by offering more efficient and engaging interactions that leverage existing customer data across systems and insights on customer behavior. Finally the communication service providers need to be able to foster the relationship with their customers and acknowledge and reward their loyalty. Carriers need to accomplish all this with lower operating costs.

Oracle offers a fully-integrated, product-based solution that enables delivery of a differentiated customer experience at a lower cost. Oracle Unified CRM and BRM (UCB) solution provides:
  • Consistent and Personalized Customer Experience.
  • Accelerated time to revenue
  • Low risk implementation and low OPEX
Oracle Unified CRM and BRM solution consist of Oracle’s Siebel CRM, Oracle Communications Billing and Revenue Management (BRM), and Application Integration Architecture (AIA) for Communications. Optional applications include Oracle Business Intelligence Enterprise Edition (OBIEE) and the Information Framework (SID) certified Oracle Communications Data Model (OCDM), Oracle E-Business Suite, and Oracle Product Hub for Communications.


Figure 1.1 Oracle Unified CRM and BRM - Solution Components
Click to view larger image


Over a five-year period, Oracle has proactively sought input from over 50 different Service Providers worldwide, via Customer Advisory Boards as well as Special Interest Groups, to understand, identify and prioritize their needs across the Concept to Cash processes. This led to a multi-year cross-applications roadmap and investment program to develop the productized Unified CRM BRM solution as well as the other solutions within the overall Concept to Cash process.


Solution Certification Versions

The following provides the versions of the primary components in the UCB solution that have been assessed as part of this certification. For additional application versions supported in the context of the UCB solution, please refer to Oracle’s documentation.
  • Oracle’s Siebel CRM [8.1.1.4]
  • Oracle Communications Billing & Revenue Management (BRM) [7.4]
  • Oracle Application Integration Architecture for Communications [2.5 IPS2]
    • Order to Cash Process Integration Pack – BRM Option
    • Order to Cash Process Integration Pack – CRM Option
    • Agent Assisted Billing Care Process Integration Pack
    • Revenue Accounting Process Integration Pack
  • Oracle E-Business Suite [R12.1.3]
  • Oracle Communications Data Model (OCDM) [11.2.3]
  • Oracle Fusion Middleware 11g Release 1 (11.1.1.5.0)
Business Process Framework version: 9.0
Assessment Completion Date: December 2011

TM Forum has reviewed and approved the self-certification of the solution listed here against Business Process Framework (eTOM) version 9.0 processes elements. Each process element was measured using the Business Process Framework (eTOM) compliance scale.

Oracle UCB Solution Detailed Conformance Assessment Result

Scope of Assessment – Business Process Framework Footprint

The following figure represents Business Process Framework Level 2 processes that were presented in scope for the assessment, and the textual callouts represent the modules of the Oracle Unified CRM & BRM Solution that were assessed and support the corresponding eTOM processes.




Solution Conformance - Summary

The following charts give an overview of the conformance scores granted to the Business Process Framework Level 2 & Level 3 processes presented in scope for the Oracle Unified CRM & BRM Solution Business Process Framework Assessment.



Solution Conformance - with comments

The following tables give details of the conformance scores granted to the Business Process Framework Level 2 & Level 3 processes presented in scope for the Oracle Unified CRM & BRM Solution Business Process Framework Assessment.


Assessed Business Process Framework Conformance – Oracle UCB Solution
Business Process Framework
Process Element
Conformance Level Comment
Within Level 1:
1.1.1 - Customer Relationship Management
N/A

(Level 1 processes are not assessed)

The following Level 2 process elements were submitted in scope for this Level 1 process:
1.1.1.1 – CRM Support & Readiness
*1.1.1.2 – Customer Interface Management
*1.1.1.4 – Selling
*1.1.1.5 – Order Handling
1.1.1.10 - Bill Invoice Management
1.1.1.11 - Bill Payments & Receivables Management
1.1.1.12 - Bill Inquiry Handling
1.1.1.13 – Charging
1.1.1.14 - Manage Billing Events
1.1.1.15 - Manage Balances


* These processes were assessed via the RODOD Solution Assessment. For further details see the Assessment Results at:
/ORACLERapidOfferDesign/10674/home.html
Within Level 2:
1.1.1.1 CRM – Support & Readiness
Partially Conformant
(2)
Partially Conformant

The following Level 3 process were assessed for conformance:
1.1.1.1.13 - Support Bill Invoice Management
1.1.1.1.14 - Support Bill Payments & Receivables Management
1.1.1.1.15 - Support Bill Inquiry Handling


These processes represent 3 of 14 processes defined for this Level 2 process.

Not all contained Level 3 process elements are in scope for the assessment.

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.1.13 - Support Bill Invoice Management
Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.1.14 - Support Bill Payments & Receivables Management
Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.1.15 - Support Bill Inquiry Handling
Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
Within Level 2:
1.1.1.2 Customer Interface Management
[ FROM RODOD Solution Conformance Assessment]
Scope Partially Conformant
(2)
Partially Conformant

The following Level 3 process were assessed for conformance:
1.1.1.2.1 - Manage Contact
1.1.1.2.2 - Manage Request (Including Self Service)
1.1.1.2.4 - Mediate & Orchestrate Customer Interactions


These processes represent 3 of 4 processes defined for this Level 2 process.

Not all contained Level 3 process elements are in scope for the assessment.
1.1.1.2.1 - Manage Contact
Scope Fully Conformant
(5)
Conformant

The Conformance Level granted is based on the conformance result granted in the ORACLE RODOD Solution Conformance Assessment:

For further details, please see the ORACLE RODOD Conformance Certification Results at:
/ORACLERapidOfferDesign/10674/home.html
1.1.1.2.2 - Manage Request (Including Self Service)
Scope Fully Conformant
(5)
Conformant

The Conformance Level granted is based on the conformance result granted in the ORACLE RODOD Solution Conformance Assessment:

For further details, please see the ORACLE RODOD Conformance Certification Results at:
/ORACLERapidOfferDesign/10674/home.html

1.1.1.2.4 - Mediate & Orchestrate Customer Interactions
Scope Fully Conformant
(5)
Conformant

The Conformance Level granted is based on the conformance result granted in the ORACLE RODOD Solution Conformance Assessment:

For further details, please see the ORACLE RODOD Conformance Certification Results at:
/ORACLERapidOfferDesign/10674/home.html
Within Level 2:
1.1.1.4 Selling
[ FROM RODOD Solution Conformance Assessment]
Scope Partially Conformant
(2)
Partially Conformant

The following Level 3 process were assessed for conformance:
1.1.1.4.4 - Acquire Customer Data
1.1.1.4.5 - Cross/Up Selling


These processes represent 2 of 7 processes defined for this Level 2 process.

Not all contained Level 3 process elements are in scope for the assessment.
1.1.1.4.4 - Acquire Customer Data
Scope Fully Conformant
(5)
Conformant

The Conformance Level granted is based on the conformance result granted in the ORACLE RODOD Solution Conformance Assessment:

For further details, please see the ORACLE RODOD Conformance Certification Results at:
/ORACLERapidOfferDesign/10674/home.html
1.1.1.4.5 - Cross/Up Selling
Scope Fully Conformant
(5)
Conformant

The Conformance Level granted is based on the conformance result granted in the ORACLE RODOD Solution Conformance Assessment:

For further details, please see the ORACLE RODOD Conformance Certification Results at:
/ORACLERapidOfferDesign/10674/home.html
Within Level 2:
1.1.1.5 Order Handling
[ FROM RODOD Solution Conformance Assessment]
Scope Partially Conformant
(2)
Partially Conformant

The following Level 3 process were assessed for conformance:
1.1.1.5.2 - Authorize Credit
1.1.1.5.4 - Track & Manage Customer Order Handling


These processes represent 2 of 7 processes defined for this Level 2 process.

All contained Level 3 process elements are in scope for the assessment.
1.1.1.5.2 - Authorize Credit
Scope Fully Conformant
(5)
Conformant

The Conformance Level granted is based on the conformance result granted in the ORACLE RODOD Solution Conformance Assessment:

For further details, please see the ORACLE RODOD Conformance Certification Results at:
/ORACLERapidOfferDesign/10674/home.html
1.1.1.5.4 - Track & Manage Customer Order Handling
Scope Fully Conformant
(5)
Conformant

The Conformance Level granted is based on the conformance result granted in the ORACLE RODOD Solution Conformance Assessment:

For further details, please see the ORACLE RODOD Conformance Certification Results at:
/ORACLERapidOfferDesign/10674/home.html
Within Level 2:
1.1.1.10 - Bill Invoice Management
Scope Fully Conformant
(3)
Conformant

The following Level 3 process were assessed for conformance:
1.1.1.10.1 - Apply Pricing, Discounting, Adjustments & Rebates
1.1.1.10.2 - Create Customer Bill Invoice
1.1.1.10.3 - Produce & Distribute Bill


These processes represent the full set of 3 processes defined for this Level 2 process.

All contained Level 3 process elements are in scope for the assessment.
Note that the support provided can involve manual action facilitated by the automated support.

Note that some aspects can involve interaction with external applications.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.10.1 - Apply Pricing, Discounting, Adjustments & Rebates
Scope Fully Conformant
(5)
Conformant

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.10.2 - Create Customer Bill Invoice
Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

Note that some aspects can involve interaction with external applications (e.g. for printing invoices).

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.10.3 - Produce & Distribute Bill
Scope Fully Conformant
(5)
Conformant

Note that some aspects can involve interaction with external applications (e.g. for non-electronic bill distribution).

See the Process Mapping descriptions in Chapter 3 for further details.
Within Level 2:
1.1.1.11 - Bill Payments & Receivables Management
Scope Fully Conformant
(3)
Conformant

The following Level 3 process were assessed for conformance:
1.1.1.11.1 - Manage Customer Billing
1.1.1.11.2 - Manage Customer Payments
1.1.1.11.3 - Manage Customer Debt Collection


These processes represent the full set of 3 processes defined for this Level 2 process.

All contained Level 3 process elements are in scope for the assessment.

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.11.1 - Manage Customer Billing
Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.11.2 - Manage Customer Payments
Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.11.3 - Manage Customer Debt Collection
Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
Within Level 2:
1.1.1.12 - Bill Inquiry Handling
Scope Fully Conformant
(3)
Conformant

The following Level 3 process were assessed for conformance:
1.1.1.12.1 - Create Customer Bill Inquiry Report
1.1.1.12.2 - Assess Customer Bill Inquiry Report
1.1.1.12.3 - Authorize Customer Bill Invoice Adjustment
1.1.1.12.4 - Track & Manage Customer Bill Inquiry Resolution
1.1.1.12.5 - Report Customer Bill Inquiry
1.1.1.12.6 - Close Customer Bill Inquiry Report


These processes represent the full set of 6 processes defined for this Level 2 process.

All contained Level 3 process elements are in scope for the assessment.

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.12.1 - Create Customer Bill Inquiry Report
Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.12.2 - Assess Customer Bill Inquiry Report
Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.12.3 - Authorize Customer Bill Invoice Adjustment
Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.12.4 - Track & Manage Customer Bill Inquiry Resolution
Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.12.5 - Report Customer Bill Inquiry
Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.12.6 - Close Customer Bill Inquiry Report
Scope Fully Conformant
(5)
Conformant

See the Process Mapping descriptions in Chapter 3 for further details.
Within Level 2:
1.1.1.13 - Charging
Scope Fully Conformant
(3)
Conformant

The following Level 3 process were assessed for conformance:
1.1.1.13.1 - Perform Rating
1.1.1.13.2 - Apply Rate Level Discounts
1.1.1.13.3 - Aggregate Items For Charging
1.1.1.13.4 - Manage Customer Charging Hierarchy


These processes represent the full set of 4 processes defined for this Level 2 process.

Note that the support provided can involve manual action facilitated by the automated support.

Note that some aspects can involve interaction with external applications.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.13.1 - Perform Rating   Scope Fully Conformant
(5)
Conformant

Note that some aspects can involve interaction with external applications (e.g. for advice of charge).

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.13.2 - Apply Rate Level Discounts  Scope Fully Conformant
(5) 
Conformant

Note that some aspects can involve interaction with external applications (e.g. for advice of charge).

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.13.3 - Aggregate Items For Charging    Scope Fully Conformant
(5)
Conformant

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.1.13.4 - Manage Customer Charging Hierarchy   Scope Fully Conformant
(5)
Conformant

See the Process Mapping descriptions in Chapter 3 for further details. 
Within Level 2:
1.1.1.14 - Manage Billing Events 
Scope Fully Conformant
(3) 
Conformant

The following Level 3 process were assessed for conformance:
1.1.1.14.1 - Enrich Billing Events
1.1.1.14.2 - Guide Billing Events
1.1.1.14.3 - Mediate Billing Events
1.1.1.14.4 - Report Billing Event Records


These processes represent the full set of 4 processes defined for this Level 2 process.

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.1.14.1 - Enrich Billing Events  Scope Fully Conformant
(5) 
Conformant

See the Process Mapping descriptions in Chapter 3 for further details. 

1.1.1.14.2 - Guide Billing Events

 Scope Fully Conformant
(5)
Conformant

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.14.3 - Mediate Billing Events  Scope Fully Conformant
(5) 
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.1.14.4 - Report Billing Event Records  Scope Fully Conformant
(5) 
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
Within Level 2:
1.1.1.15 - Manage Balances 
Scope Fully Conformant
(3) 
Conformant

The following Level 3 process were assessed for conformance:
1.1.1.15.1 - Manage Balance Containers
1.1.1.15.2 - Manage Balance Policies
1.1.1.15.3 - Manage Balance Operations
1.1.1.15.4 - Authorize Transaction Based on Balance


These processes represent the full set of 4 processes defined for this Level 2 process.

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.1.15.1 - Manage Balance Containers   Scope Fully Conformant
(5)
Conformant

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.1.15.2 - Manage Balance Policies   Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details.
1.1.1.15.3 - Manage Balance Operations   Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.1.15.4 - Authorize Transaction Based on Balance  Scope Fully Conformant
(5) 
Conformant

See the Process Mapping descriptions in Chapter 3 for further details. 
Within Level 1:
1.1.2 - Service Management & Operations 
N/A

(Level 1 Processes
are not
assessed) 
The following Level 2 process elements were submitted in scope for this Level 1 process:

1.1.2.1 - SM&O Support & Readiness
1.1.2.5 - Service Guiding & Mediation 
Within Level 2:
1.1.2.1 - SM&O Support & Readiness 
Scope Partially Conformant
(2) 
Partially Conformant

The following Level 3 process were assessed for conformance:
1.1.2.1.5 - Support Service & Specific Instance Rating

This process represents 1 of 5 processes defined for this Level 2 process.

Not all contained Level 3 process elements are in scope for the assessment.

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.2.1.1 - Manage Service Inventory  N/A  This process was not assessed. 
1.1.2.1.2 - Enable Service Configuration & Activation  N/A  This process was not assessed. 
1.1.2.1.3 - Support Service Problem Management N/A  This process was not assessed. 
1.1.2.1.4 - Enable Service Quality Management   N/A This process was not assessed. 
1.1.2.1.5 - Support Service & Specific Instance Rating  Scope Fully Conformant
(5) 
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
Within Level 2:
1.1.2.5 - Service Guiding & Mediation 
Scope Fully Conformant
(3) 
Conformant

The following Level 3 process were assessed for conformance:
1.1.2.5.1 - Mediate Service Usage Records
1.1.2.5.3 - Report Service Usage Records
1.1.2.5.4 - Guide Resource Usage Records


These processes represent the full set of 3 processes defined for this Level 2 process.

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.2.5.1 - Mediate Service Usage Records   Scope Fully Conformant
(5)
Conformant

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.2.5.3 - Report Service Usage Records  Scope Fully Conformant
(5) 
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.2.5.4 - Guide Resource Usage Records   Scope Fully Conformant
(5) 
Conformant

See the Process Mapping descriptions in Chapter 3 for further details. 
Within Level 1:
1.1.4 - Supplier/Partner Relationship Management 
 N/A

(Level 1 Processes are not assessed)
The following Level 2 process elements were submitted in scope for this Level 1 process:
1.1.4.5 - S/P Settlements & Payments Management
1.1.4.6 - S/P Interface Management

 
Within Level 2:
1.1.4.5 - S/P Settlements & Payments Management 
 Scope Fully Conformant
(3)
Conformant

The following Level 3 process were assessed for conformance:
1.1.4.5.1 - Manage Account
1.1.4.5.2 - Receive & Assess Invoice
1.1.4.5.3 - Negotiate & Approve Invoice
1.1.4.5.4 - Issue Settlement Notice & Payment


These processes represent the full set of 4 processes defined for this Level 2 process.

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.4.5.1 - Manage Account  Scope Fully Conformant
(5) 
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.4.5.2 - Receive & Assess Invoice  Scope Fully Conformant
(5) 
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.4.5.3 - Negotiate & Approve Invoice   Scope Fully Conformant
(5)
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.4.5.4 - Issue Settlement Notice & Payment  Scope Fully Conformant
(5) 
Conformant

Note that the support provided can involve manual action facilitated by the automated support.

See the Process Mapping descriptions in Chapter 3 for further details. 
Within Level 2:
1.1.4.6 - S/P Interface Management 
 Scope Partially Conformant
(2)
Partially Conformant

The following Level 3 process was assessed for conformance:
1.1.4.6.3 - Mediate & Orchestrate Supplier/Partner Interactions

This process represents 1 of 3 processes defined for this Level 2 process.

Not all contained Level 3 process elements are in scope for the assessment.

See the Process Mapping descriptions in Chapter 3 for further details. 
1.1.4.6.1 - Manage S/P Requests (Including Self Service)   N/A This process was not assessed. 
1.1.4.6.2 - Analyze & Report S/P Interactions  N/A  This process was not assessed. 
1.1.4.6.3 - Mediate & Orchestrate Supplier/Partner Interactions   Scope Fully Conformant
(5)
Conformant

See the Process Mapping descriptions in Chapter 3 for further details. 


Report Misuse: Frameworx conformance is an important part of enabling the communications industry maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at conformance@tmforum.org.


Disclaimer. TeleManagement Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TeleManagement Forum framework or standard in question. Accordingly, under no circumstances will TeleManagement Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.