Siebel CTI features

Siebel CTI provides integrated inbound, outbound, and transfer call routing based on comprehensive information about the customer, agent, channels, and service level agreements, ensuring optimal productivity for each customer interaction. Siebel CTI helps decrease call times and improve customer intimacy. It supports off-the-shelf integration with popular CTI middleware providers to provide integrated call handling, call tracking, and automated screen pop capabilities with a broad variety of Automated Call Distributors (ACDs). Siebel CTI includes Siebel Adaptive Communications API, a framework that supports the ability for middleware vendors, systems integrators, consultants, and customers to integrate additional third-party middleware applications and leverage the features of Siebel CTI.

Product Requirements Siebel CTI does not include any Siebel developed Adaptive Communications API drivers. The customer may purchase Siebel CTI Connect, which includes the Siebel developed, tested, and validated Adaptive Communications API driver and CTI middleware server software.

Siebel SmartScript and CTI Siebel SmartScript accelerates agent effectiveness with a workflow-based, dynamically generated user interface that helps guide every interaction with a customer. Siebel SmartScript can be invoked automatically several ways, such as based upon business rules, through screen pops, by Siebel CTI, or programmatically. By providing agents with a complete set of call script tailored to their customers needs, businesses ensure the quality of calls, prevent data-entry errors, and reduce training times.

Siebel Communications Server Siebel Communications Server is modules that supports communications features for Siebel Call Center, Siebel Email Response, and other Siebel Business Applications.

Communications channels supported for Siebel Business Applications include voice, email, Web collaboration (including Web chat and voice-over-IP), fax, page, and wireless message. This section describes email server, fax server, and CTI middleware support for Siebel Communications Server, and email server support for Siebel Email Manager.

The following modules or features use the infrastructure provided by Siebel Communications Server (communications drivers and profiles, communications templates, and Communications Outbound Manager and Communications Inbound Manager server components) to send outbound email, fax, or other types of messages, or to receive inbound email and inbound wireless messages:

1. Send Email (outbound email)
2. Send Fax (outbound fax)
3. Send Wireless Message (outbound wireless message)
4. Siebel eMarketing (outbound email, fax)
5. Communication requests (outbound email, fax, page, wireless message)
6. Siebel Workflow (outbound email, fax, page, outbound and inbound wireless message)
7. Siebel Email Response (inbound and outbound email)
8. Siebel Wireless Messaging (enables SMS and other message formats)

The following modules or features use or extend the infrastructure provided by Siebel Communications Server (communications drivers and profiles, and Communications Session Manager server component) to support agents using the communications toolbar for the voice, email, or Web collaboration channels:

1. Siebel CTI
2. Siebel CTI Connect
3. Siebel Universal Queuing
4. Siebel Email Response

Siebel CTI Connect server (based on Dialogic CTI middleware modules) runs on Microsoft Windows 2000 & Windows 2003 Server/Advanced Server (CTI refers to computer telephony integration). When you are using Siebel CTI with Siebel CTI Connect, any application server machines running.

Siebel Server with Communications Server components that support Siebel CTI must also run on Microsoft Windows 2000/2003 Server/Advanced Server.