Managing multi-channel customer communications


Siebel Systems has announced the availability of Siebel CRM OnDemand Release 7, which extends the capabilities of previous offerings by providing the first and only hosted contact centre solution available as a pre-built option within hosted CRM. This enables users to manage multi-channel customer communications easily.

Siebel says that industry analysts estimate more than 70% of all customer interactions occur through live phone conversations or interactive voice response (IVR). The new release allows organisations to deploy a world class contact centre to manage critical customer interactions without having to build a traditional contact centre infrastructure.

Benefits include a unified communications desktop that provides a 360° view of customer interactions across voice, e-mail and web channels; the ability to capture real-time activities and interactions from multiple channels in a single database; and the ability to integrate CTI, IVR, ACD and PBX capabilities.