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CRM
Marzo - 2013
Mster Universitario en
Agenda
1 Abril:
2 Abril:
Customer Experience
Contact Center
Commerce
3 Abril:
Marketing
Loyalty
Business Intelligence
Mster Universitario en
Agenda
8 Abril:
Soluciones Cloud
Social Relationship Management
9 Abril:
Arquitectura
Integracin
Mster Universitario en
CRM
Gestin de Datos Maestros y Calidad de
Datos
Adolfo Lozano
ORACLE
Marzo - 2013
Agenda
Introduccin
Calidad de datos:
Oracle Enterprise Data Quality
Agenda
Introduccin
Calidad de datos:
Oracle Enterprise Data Quality
Understand
Customers
Customer
Comply with
Meet regulations such as
Gramm-Leach-Bliley Privacy Regulations
Act, etc.
Enforce security and
permissions across value
chain
Improve
Customer Increase accuracy and
Data Quality completeness of
customer information
Ensure consistency and
accuracy across
operational systems
Utilize
Customer
Insight
Goals of MDM
MDM is a set of technology, processes and services
needed to create and maintain an accurate, timely and
complete view of enterprise master data across
multiple channels and/or business lines. Its goal is to
consolidate master data from disparate systems,
maintain, clean, provide administration tools of this
data and distribute it thorough the enterprise as a
single point of truth.
John Radcliffe, Gartner 2005
Page: 7
Data Warehouse as
Customer Master
One-way information
flow to the warehouse
Little to no
operational benefit
Agenda
Introduccin
Calidad de datos:
Oracle Enterprise Data Quality
Consolida y mantiene
un maestro de
informacin nico,
completo y actualizado
para toda la informacin
de cliente de la empresa
Profile &
Correct
High
performance
Trusted
Bulk Import
Customer Data
Tool
Cleansing &
Distribuye y
proporciona acceso a la
informacin maestra
como nica fuente
autntica para todas las
aplicaciones
Business
Events and
Workflow
Cross-Ref
during Import
Survivorship
Rules
Standardsbased
Business
Object Web
Services
Publish &
Subscribe
Related Data
Entities
Transports &
Connectors
Registry
Cleanse &
Standardize
Manage
Decay
Enrich
Parse
Match & Merge
/ Unmerge
Data Governance
Operational
Systems
Analytical
MDM Apps
Analytical
Systems
Siebel
Analytical
Financial
Site
Product
Supplier
SAP
DW
Customer
EBS
Planning
PSFT
JDE
BI &Datamarts
Oracle
Customer Hub
Oracle
Product Hub
Oracle
Site Hub
Oracle / Hyperion
Data Relationship
Management
Financial
Consolidation
Custom Apps
Budgeting
11
Oracle
BI/EPM
Data Services
Information
Management
Watchlist
Screening
Transaction Processing
Services
Customer Hub
Product Hub
3rd Party
Applications
Oracle
Applications
Business Intelligence
Services
Supplier Hub
Content Management
Services
Site Hub
Custom
Applications
Collaboration
Services
Siebel
UCM
Oracle
Data
Integration
Profiling
ETL/E-LT
Storage
Data Federation
Data Warehouse/
Data Mart
Standardization
Replication
OLTP
System
Match/Merge
Transformation
OLAP Cube
Synchronization
Siebel UCM se integra con el motor de calidad de datos (Oracle Enterprise Data Quality) y el ETL
encargado de mover datos entre distintos sistemas (Oracle Data Integration).
Update Contact
Insert Household
Lookup Household
Lookup Account
Insert Account
Update Account
etc
Full access
CRM
BI
Loan
Update
Accounts
Full access
Siebel
Backoffice
Marketing
Create / Update
Persons
Full access
UCM
Leasing
Partner
Read only
Full access
Web Site
Read only
Treasury
Create / Update
Accounts
Tambin se permite establecer un nivel de confianza (0-100%) para los cambios sobre
un grupo de atributos por cada sistema externo, de forma que se pueda desempatar
en ciertas situaciones (Source Confidence)
En cualquier caso, toda la lgica es extensible y/o reconfigurable mediante
configuracin
Agenda
Introduccin
Calidad de datos:
Oracle Enterprise Data Quality
Understand &
explore
EDQ Profiling
Solucin integrada
de calidad de datos
Arquitectura
moderna
Siebel Server
Universal DQ Connector interface
EDQ Siebel Connector
Shared
Staging
Database
Web Services
EDQ Server
Jobs
EDQ:
Proceso de
estandarizacin
expuesto en EDQ
como Web Service
Siebel:
EDQ:
Servicio de
limpieza de
direcciones (WS)
Siebel:
Muchas gracias
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