Call Centers and Siebel CRM OnDemand
As businesses continue the search for effective implementation of call center CRM and application of customer relationship strategy call center service practices, the major CRM application vendors appear to be listening.
Siebel recently released the latest version of its CRM OnDemand, which now sports the option to include complete call-center capabilities, helping enterprises implementing combined call center and CRM strategies to do so in-house rather than outsourcing the contact center components.
The call center features include:
- computer telephony integration (CTI), IVR, automatic call distribution (ACD), and PBX capabilities built-in to hosted CRM solution, eliminating need to purchase, integrate, or maintain hardware or software
- flexibility of agents regardless of location, including work-at-home employees
delivery of easily scalable capacity to meet business demand due to promotions, seasonality, or recalls - elimination of the need for expensive customization to provide lowest total cost of ownership in a single vendor solution
Link: Siebel CRMOnDemand
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