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Cisco Systems® and Siebel Systems are engaged in an alliance to enable enterprises to evolve their telephony, network infrastructure, and customer contact applications to an all IP environment without risking the loss of legacy investments. By integrating the powerful call center features of Siebel eBusiness Applications with Cisco IP Contact Center (IPCC) and Cisco Intelligent Contact Management (ICM) Enterprise Editions Version 5.0, a geographically distributed enterprise may be streamlined into a single virtual customer interaction network. Built using open standards, this joint solution allows quick and cost-effective deployment of new applications as customer needs grow and change.
Cisco IP Communications is a comprehensive system of powerful, enterprise-class solutions that include IP telephony, unified communications, conferencing, and customer contact, helping organizations to realize business gains by improving operational efficiencies, boosting organizational productivity, and enhancing customer satisfaction. Cisco IPCC Enterprise Edition, an integral component of the Cisco IP Communications system, delivers intelligent contact routing, advanced computer telephony integration (CTI), and multi-channel contact management to contact center agents over an IP network. Cisco IPCC Enterprise Edition integrates with legacy call center platforms and networks, providing your organization with a smooth migration path to fully converged customer contact. With these capabilities, Cisco can bridge the gap between time division multiplexing (TDM) and IP infrastructures, integrating voice, chat, e-mail, and Web collaboration applications over both of these technologies.
An integral part of Cisco AVVID (Architecture for Voice, Video and Integrated Data), Cisco IPCC combines automatic call distributor (ACD) software capabilities with IP telephony in a unified solution, enabling companies to rapidly deploy a distributed contact center infrastructure to support their global e-sales and e-service initiatives. Cisco IPCC uses a company's existing IP network to optimize investments in WAN infrastructure and to lower administrative expenses.
Cisco IPCC and ICM third-party call-control features allow agents to control telephony functions such as answer, hold, transfer, and conference directly from the Siebel desktop application. In addition, the integration enables routing decisions to be made based on Siebel customer resource management (CRM) customer profiles. Data-rich Siebel screen pop and routing capabilities enable agents to spend more time servicing customers and less time collecting information.
Cisco IPCC allows for enterprise-wide, multi-channel, single-site or multisite contact management based on a single set of business rules that are supported by consolidated reporting. It also delivers geographic independence of both agent resources and IP-based application servers through the ubiquity of IP, while enhancing productivity and profitability through new IP-based applications such as integrated multi-channel queuing. Cisco IPCC can bridge the gap between TDM and IP infrastructures, enabling ease of migration to a cost-effective IP infrastructure, while using legacy telephony investments.
To use Siebel 7.5 as part of the Cisco IPCC architecture (Figure 1), each agent has an IP phone and runs the Siebel Call Center application. Cisco IPCC Enterprise Edition interfaces with Siebel Call Center via the Cisco CTI Driver for Siebel 7.5 by using the Siebel Adaptive CTI interface, providing the Siebel user with enterprise-wide customer contact data and a complete set of telephony capabilities. The joint solution delivers coordinated voice and data transfer across the enterprise and agent screen pops.
The Cisco CTI Driver for Siebel 7.5 supports single- and multisite environments. It supports multiple switches and has been validated by Siebel Systems on Cisco IPCC, Avaya DEFINITY G3, Nortel Meridian, and the Aspect ACD System.
The Cisco and Siebel 7.5 IP-based contact center solution requires Cisco IPCC Enterprise Edition Version 4.6.2, 5.0, or later; Cisco CallManager Version 3.1 or later; Cisco CTI Driver for Siebel 7.5; Cisco IP phones, Cisco IP-IVR, and a Cisco voice-over-IP (VoIP) gateway. This integrated solution was validated against Siebel 7.5; previous validations exist for Siebel 6 and 7. All integration components are currently available and licensed through Cisco.
To learn more about Cisco contact center solutions, visit:
http://www.cisco.com/en/US/products/sw/custcosw/index.html
To learn more about Siebel call center applications, visit:
http://www.siebel.com/products/service/call_center/index.shtm
Posted: Thu Oct 9 16:36:34 PDT 2003
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