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Siebel Announces Success with Universal Application Network (UAN)

Universal Application Network and Siebel Business Integration Applications Help Leading Organizations Achieve Unprecedented Success

UAN Unlocks Departmental Information and Creates End-to-End Business Processes for Improved Customer Satisfaction and Business Efficiency

Cannes, France. April 21, 2004. Siebel User Week 2004.

Siebel Systems, a leading provider of business applications software, today announced at Siebel User Week 2004 significant customer successes, increased partner momentum, a continued demonstrated commitment to open standards, and expanded industry-specific business integration applications for Universal Application Network (UAN).

UAN is a standards-based architecture for business integration that eliminates the cost and complexity associated with traditional integration methods by delivering pre-packaged business integration applications that run on leading integration servers. With UAN, companies can leverage their existing IT investments; deploy best-in-class applications; and streamline their business processes across departments, partners, vendors, and IT systems — unlocking customer data and distributing it throughout the enterprise.

"Business application integration is a significant issue for organizations with IT infrastructures that, on average, are chartered with supporting from 50 to 100 different technology systems," said Nimish Mehta, Group Vice President, Universal Application Network, Siebel Systems. "Due to the cost and complexity associated with integration, companies have historically been unable to integrate systems that would result in providing better and more aligned customer service and sales support. Siebel Systems and its partners share a vision of providing integration as a customer-centric, out-of-the-box solution with pre-built, industry-specific functionality. We are pleased that many leading global organizations have realized firsthand the business benefits gained by deploying UAN."

To support this growth and drive superior business performance, Siebel Systems and its partners today announced that its library of UAN-compliant Siebel Business Integration Applications (BIAs) now includes 165 cross-industry and industry-specific processes. Siebel Systems has also continued to demonstrate its commitment to open XML and Web Services standards by ensuring that UAN and Siebel BIAs support the latest version of Business Process Execution Language (BPEL 1.1). Siebel Systems is among the first enterprise software companies to express processes based on the BPEL 1.1 specification.

Demonstrated Customer Success across All Industries

In the past year, companies in key industries including automotive, communications, energy, finance, high technology, insurance, media, and the public sector have adopted UAN. Customers are benefiting from industry- and function-specific applications, cross-system integration, and Siebel Systems' CRM expertise, including the following:

The South African Revenue Service, the tax and customs revenue collection arm of the Government of South Africa, was facing considerable business integration challenges prior to its deployment of UAN. Fragmented taxpayer information residing in disparate systems prevented the organization from performing certain tasks, such as accurate debt equalization. This resulted in the loss of tax revenues and customs dues, as well as taxpayer frustration with government services. To address these integration challenges, the South African Revenue Service turned to Accenture, IBM, and Siebel Systems. This joint team worked with the Revenue Service's IT organization to deploy UAN to integrate eight taxpayer systems with an existing deployment of Siebel Call Center, which now provides citizen service personnel with a single, comprehensive view of the taxpayer.

"Our deployment of the UAN architecture has been so successful that we are now able to obtain a single view of the taxpayer in 30 seconds — a significant improvement from our previous three-week-long information gathering process," said Ken Jarvis, CIO, South African Revenue Service. "The UAN solution increased our revenue by millions of dollars per day and accelerated our ability to process taxes and perform effective debt equalization by weeks." Later today, Ken Jarvis will deliver the keynote address at Siebel User Week 2004, Cannes, detailing the benefits and savings that UAN has delivered to his organization.

Fujitsu Siemens Computers, Europe's leading IT company that provides next-generation Mobility and Business Critical Computing products, services, and solutions, deployed UAN to manage and automate the flow of product and pricing information between the company and its business partners. Fujitsu Siemens is now able to synchronize information about more than 50,000 products across multiple reseller channels, eliminating manual data re-entry, reducing latency in communicating pricing changes, and enabling the company to perform more effective promotional pricing and discounting.

Increased Partner Adoption and Solutions for Joint Customers

With strong support from its partner ecosystem, Siebel Systems has also delivered on the promise of providing the first vendor-independent architecture for business integration. Siebel Business Integration Applications run on integration servers provided by the industry's leading vendors, including BEA Systems, IBM, Microsoft, SeeBeyond, TIBCO, webMethods, and Vitria.

A growing number of application software providers have also delivered UAN-compliant offerings to enable seamless integration for billing, data quality, legacy, and other critical customer information systems. One example of partner collaboration is the TelcoOne solution developed jointly with Portal Software, a leading provider of convergent billing applications. TelcoOne, an integrated CRM and billing solution for communications services providers, is based on the UAN architecture. With this solution, joint customers can improve customer satisfaction and reduce the operational cost of billing-related inquiries in the call center.

For more information about Universal Application Network and Siebel Business Integration Applications, please visit:

About Siebel Systems

Siebel Systems, Inc. is a leading provider of business applications software, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business. With more than 4,000 customer deployments worldwide, Siebel Systems provides organizations with a proven set of industry-specific best practices, CRM applications, market-leading analytics products, and business processes, empowering them to consistently deliver superior customer experiences and establish more profitable customer relationships. Siebel Systems' sales and service facilities are located in more than 30 countries.


Siebel Systems, Inc.
Kortney Oliver
Tel: +1 650-477-6293

Siebel UAN Product Description

From the overview: 'Universal Application Network: A Standards Based Architecture for Business Integration'

Universal Application Network is a standards-based, service-oriented architecture that enables organizations to solve the business integration problem within and beyond the enterprise. The UAN architecture defines processes that are independent of the underlying applications and therefore can be used to integrate any applications. UAN includes best practice implementation methodology and guideline to ensure that solutions built on this architecture are consistent, manageable and upgradeable.

Siebel Business Integration Applications: Packaged Software from Siebel Systems Built on the UAN Architecture Siebel Systems is the leading provider of UAN-compliant packaged software for business integration. Siebel Business Integration Applications allow companies to make use of the best practices for business integration built within UAN, thereby eliminating the need for custom development. As a result, Siebel Business Integration Applications dramatically reduce the cost, time, and risk of business integration. Siebel Business Integration Applications enable organizations to rapidly and easily deploy end-to-end business processes — for example, Quote to Cash and Service Provisioning — to achieve faster, better, and more agile business performance, resulting in a better customer experience, increased revenue, and lower operating costs.

Siebel Business Integration Applications include three main components: Siebel Business Integration Processes, Siebel Business Integration Common Objects, and Siebel Business Integration Transformations.

  • Siebel Business Integration Processes: Define and orchestrate a series of discreet steps to complete an integration task such as synchronize an account across multiple applications, or submit and order from the front office to the back office for fulfillment. Examples of integration processes are Sync Account, Create Order, Update Order, Sync Payment, and Request Duplicate Invoice.

  • Siebel Business Integration Common Objects: Provide a framework for defining business data in an application-neutral format. Since each application has a different data model, the use of common objects eliminates the need to map the data models of different applications directly to one another. Instead, each data model is mapped to common objects. Examples of common objects are Account, Activity, Contact, Employee, Invoice, Opportunity, Order, Product, Quote, and Service Request.

  • Siebel Business Integration Transformations: Reconcile the differences between the data models of the different business applications. Every application has a different data model and a different format of the same data object, and any communication between applications necessitates conversion from one format to another. In a simple example, one application may use three-letter country codes (USA for the United States) and another application may use two-letter ones (US). A data transformation will convert USA into US and vice versa.

Prepared by Robin Cover for The XML Cover Pages archive. See BPEL references in: "Business Process Execution Language for Web Services (BPEL4WS)."

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