Top 3 Article in Siebel CRM Materials 2009

During 2009 we have posted a lot of article related to CRM, especially Oracle Siebel CRM in this blog. In the end of this 2009, we would like to list the best of the best article according to user pageview. Here's the top 3 article in the Siebel CRM Materials blog:

1. Siebel CRM Main Modules
Siebel CRM Systems as main player in CRM Industry provides basic modules generally used in the CRM industry. Such modules involves general business process in CRM. Those modules are

- Siebel Sales Module
- Siebel Marketing Automation Module
- Siebel Service Module

2. Siebel CTI
What is Siebel CTI? Siebel 7 CTI integrates the Siebel Web Client with the CTI middleware and the telephone switch through the Siebel Communications Server infrastructure. 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.

3. Siebel EAI (Enterprise Application Integration)
Siebel EAI provides components for integrating Siebel Business Applications with external applications and technologies within your company and is designed to work with third-party solutions such as those from IBM, TIBCO, WebMethods, and others.

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.