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.

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.

Siebel Partner Portal

Intended Audience:
Partner users, employed by partner: Partner Sales agents / managers, Partner Marketing agents / managers, Partner Service agents / managers, Partner Alliance managers

Product Description:
Robust web application enabling partner users to access critical information and tools to transact business with the brand owner (vendor) and common customers. Users are partner, broker, dealer, agent, distributor, reseller or OEM employees.
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 Portal enables channel partners to conduct business effectively with their brand owner organizations by providing out-of-the-box functionality for real time information sharing, such as news and message updates, and access to relevant literature, along with comprehensive set of collaborative tools for market development funds management, opportunity and account management, eCommerce selling tools (optional modules) and service request management. Siebel Partner Portal provides partners with an intuitive, easy-to-use, web-based interface to communicate, collaborate, and conduct business effectively with its brand owner organization.
Designed to work in collaboration with Siebel Partner Manager, commerce and order management functionality are extended with Siebel Partner Commerce.

Product Requirements, Restrictions and Dependencies
• Requires, at a minimum, of one Partner Manager license.
Key Functionality
Siebel Partner Portal includes the following:
• Browse the anonymous partner portal as an unregistered user
• Partner recruitment and registration
• CHAMP joint planning with brand owner
• Self and company profiling
• Manage Activities
• Track and manage certifications
• Register as individual or register as a company
• Browse and download marketing and product content through information catalog
• Receive news and personalized partner messages
• Receive web/email offers and eNewsletters (Requires Siebel WebMarketing)
• Generate reports and charts (Requires Siebel Report Server)
• Track account, competitor, industry news and product information (Requires Siebel Briefings)
• Manage accounts and opportunities
• Create quotes (Requires Siebel Partner Commerce)
• Place orders (Requires Siebel Partner Commerce)
• Log service requests
• Submit MDF requests
• Search and find partners - for customers or other partners
• Add and manage user accounts
• Shop for self or on behalf of customer (Requires Siebel Partner Commerce)
• Personalized pricing (Requires Siebel Dynamic Pricing)
• Online training (Requires Siebel Training)

Siebel Partner Commerce

Intended Audience:
Partner Sales Agent, Partner Sales Manager
Unit of Measure: Registered User

Product Description:
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. Users are partner, reseller, dealer, distributor, broker, reseller or OEM employees. The Partner Commerce add-on module provides rich online commerce capabilities to partners, including product catalog, shopping cart, quotes and orders.
Product Requirements, Restrictions and Dependencies
• Requires Siebel Partner Portal
• Siebel Partner Commerce requires, at a minimum, one Named User license of Siebel Quotes & Order Capture for administration and set-up of the partner-facing programs.

Key Functionality
Siebel Commerce includes:
• Allows partners to shop for themselves or on behalf of end customers
• Multimedia catalog and online-ordering
• Distributed catalog administration
• Shopping cart, quotes and orders
• Integrated product and pricing configuration available (requires optional Siebel Configurator Runtime and Siebel Dynamic Pricer)
• Product comparisons
• Customizable checkout process
• Shipping and tax calculations