VST Platinum Blog

Siebel CRM on demand is one of the CRM systems that adopt the cloud computing concept. This concept use the similar ways like client server concept in the 1970 that elaborate the server capability to cover the simple function and ability of the client. So, in cloud computing the server is handling all the task while the client is just passing the input and display the result.

Siebel CRM on demand has many function in their software, one of the popular system is Siebel CTI or Siebel Computer Telephony Integration. This function enables software to integrate the telephony features and computer ability features, for example if customer call and complaint, call center agent desktop will automatically display the customer information and suggest the customer complaint history.

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 also could 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 function will 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.

Siebel CTI in CRM on demand also support connectivity with CTI middleware through Siebel developed Adaptive Communications API drivers or known as Siebel CTI Connect, which includes the Siebel developed, tested, and validated Adaptive Communications API driver and CTI middleware server software.

This Siebel CTI will make this following task possible in Siebel CRM on demand: 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)

Tags: music, computer