What is Siebel CTI?

What is Siebel CTI?

CTI is stands for Computer Telephony Integration. Basically CTI is call routing based on customer profile in the related software, usually the CTI will display screen pop-up with customer information in the application user interface. CTI also used as controlled call transfers with customer data, campaigns, predictive dialing and call blending.

Siebel CRM Software integrates the CRM Siebel Web Client with the CTI middleware and the telephone switch through the Siebel Communications Server infrastructure. Siebel CTI enables an integrated context sensitive “softphone” application. The telephone switch provides notification of telephony events through the CTI middleware to the Siebel Communications Server. Then, the Siebel user interacts with the telephone system with the Siebel Web Client.

Siebel CRM Software gives a validated out-of-the-box integration with Siebel CTI Connect for telephony switch manufacturers, such as Avaya, Nortel Networks and Siemens. Siebel CTI also gives the Siebel Adaptive Communications API programming layer. Siebel CTI may be used with all Siebel eBusiness base applications.


Siebel CTI Features

Multi-channel Communications Toolbar, agents may be associated with multiple Communications configurations and multiple ACD queues. Better hold/resume support for Multiple Lines, enhanced Not Ready provides the ability to select Reason Codes. Communications elements may be routed by an intelligent queuing engine such as Siebel Universal Queuing. Zero-Install, Highly Interactive Web Client. Unified Communications Control, Persistent Customer Dashboard, Global Time Zone, Search Center, Audit Trail and SmartScript Enhancements.

Siebel CRM On Demand vs Salesforce.com

Nowadays, the cloud computing had becoming new trend in the CRM software market, starts with salesforce.com and followed by Siebel CRM On Demand. Siebel CRM On Demand it self is a new software developed by the Siebel based on the original Siebel CRM Software that already lead the CRM market in the world. So, what is exactly the Siebel CRM On Demand? we take this from the www.exforsys.com,

Siebel CRM OnDemand is an innovative, low-risk, flexible, hosted customer relationship management (CRM) solution brought you by the company that invented CRM –Siebel Systems.

With Siebel CRM OnDemand, you can you can easily evolve your customer relationship strategy using the industry’s premier CRM solution – with little or no up-front IT investment. More robust deployments can take advantage of Siebel’s extensive services offerings – based on leading CRM best practices — to assist with custom implementation and integration requirements.

The result is that Siebel CRM OnDemand provides businesses of all shapes and sizes with a centralized repository of customer data and a real-time snapshot of all customer interactions. So no matter what your CRM requirements are, Siebel CRM OnDemand accelerates business value and lowers overall Total Cost of Ownership.

This is quite same with the salesforce.com main service,

Sales force automation (SFA) software is a type of program that automates business tasks such as inventory control, sales processing, and tracking of customer interactions, as well as analyzing sales forecasts and performance. Businesses may have a custom version developed specifically for their needs, or choose from among the increasing number of sales automation software products, such as Interact Commerce's ACT! and GoldMine Software's GoldMine. Sales automation software is sometimes called sales automation software software, and sometimes called customer relations management ( CRM ) software.

SFA packages typically include a Web-ready database, an e-mail package, and customizable template s. A three-tiered architecture is typically used to separate the database, server, and application to reduce programming demands on clients. A module-based design is generally used, to allow users to customize the package to suit their needs.

Partner Applications Module in Siebel CRM 7

Siebel Partner Portal

Robust web application enabling partner users to access critical information and tools to transact business with the brand owner (vendor) and common customers. Siebel Partner Portal provides a comprehensive, web-based partner portal designed to support all partner activities. The Siebel Partner Portal allows partners to access critical information and tools necessary to transact business with the brand owner and their customers.

Siebel Partner Commerce

Commerce add-on to Siebel Partner Portal enables partners to access critical information and tools to transact business with the brand owner (vendor) and common customers.

Siebel Reports for Partners

The Siebel Reports allows partners to schedule, run in batch and interactive modes, and distribute reports using an easy to use and intuitive user interface. Partner users can choose to queue reports to run periodically at a pre-determined time, or to better utilize computing resources by having particularly long reports run at off-peak times. They may also share the reports within the organization and with external organizations.

Siebel SmartScript for Partners

Siebel SmartScript for Partners gives partners a way of walking through structured questions to arrive at answers.

Siebel Reports for Partners

Intended Audience:
Sales organization employees, call center employees, field sales and service employees, channel partners, channel managers, purchasing department, and management.
Unit of Measure: Registered User

Product Description:
The Siebel Reports allows partners to schedule, run in batch and interactive modes, and distribute reports using an easy to use and intuitive user interface. Partner users can choose to queue reports to run periodically at a pre-determined time, or to better utilize computing resources by having particularly long reports run at off-peak times. They may also share the reports within the organization and with external organizations. Siebel Reports Server 7 can be deployed in Windows, Solaris, and AIX platforms.

Product Requirements, Restrictions and Dependencies
• Siebel Reports is required for the Web Client users. Pricing Requirements
• Siebel Reports is an integration of Actuate eReporting Server, which is a royalty bearing third-party product. Therefore, this product may not be discounted more than 80%.
• Can only be sold with Siebel Partner Portal
Key Functionality
• Generate and view pre-built reports interactively from Siebel Application views. Run reports interactively or schedule them to run at off-peak times. Users can access reports via the web browser and grant others permission to view. The report viewer supports navigation, search, and email functions. Administrative users may create new reports and customize pre-built reports.

Siebel SmartScript for Partners

Intended Audience:
Partner Sales, Service and Marketing representatives
Unit of Measure: Registered User

Product Description:
Siebel SmartScript for Partners gives partners a way of walking through structured questions to arrive at answers. By providing partners with a complete set of script tailored to specific situations, businesses ensure the quality of data capture, prevent data-entry errors, and reduce training times.

Product Requirements, Restrictions and Dependencies
This partner options requires, at a minimum, one license of the corresponding “Named User” (i.e., employee-facing) program for administration and set-up of the partner-facing programs. For example, if the customer licenses Siebel SmartScript for Partners, then the customer must license at least one Named User of Siebel SmartScript.