Cisco and Siebel make contact

Cisco and Siebel Systems have unveiled an expanded set of validated, Internet Protocol (IP)-based contact centre solutions for companies migrating from legacy technology to IP-based infrastructures.

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By  Matthew Southwell Published  August 15, 2001

Cisco and Siebel Systems have unveiled an expanded set of validated, Internet Protocol (IP)-based contact centre solutions for companies migrating from legacy technology to IP-based infrastructures.

The solutions integrate Siebel Call Centre version 6 with components of the Cisco customer contact software platform - Cisco Intelligent Contact Management (ICM) version 4.1, Cisco Collaboration Server version 4.0, and, most recently, the Cisco IP Contact Centre (IPCC) solution.

"Companies today are challenged with improving customer service, while at the same time maximising dispersed call centre resources for greater cost advantages," says Brett Shockley, vice president and general manager for Cisco's customer contact business unit.

"The solutions between Cisco and Siebel Systems ensure that customers get best-in-class e-business applications software from Siebel Systems integrated with Cisco's leading customer contact software platform — which enables the delivery of superior customer service through a complete IP-based customer interaction solution," he adds.

"This is great news for our customers who want to support their legacy systems while taking advantage of the inherent flexibility and cost advantages only available through IP," says Steve Garnett, vice president and general manager of alliances for Siebel Systems.

"Together with Cisco, we offer a robust, flexible, and cost-effective solution that enables them to have the correct customer-centric information available during every customer interaction, regardless of the media or the agents' location," he explains.

The solutions will, apparently, enable organisations to develop closer relationships with their customers by closely linking customer data from enterprise systems to an IP-based contact centre solution for increased productivity, business flexibility, and reduced operational costs.

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