Siebel CTI and Smartscript for Siebel CRM

In Siebel CRM on demand, contains a lot of features, one of the features is Siebel CTI, which maintain the connectivity between telephone and the Siebel CRM. Another important feature is Smartscript, this feature help call center agent to communicate to customer based on provided conversation script. This provided script is configured through Siebel Smartscript.

Siebel CTI


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 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 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 does not include any Siebel developed Adaptive Communications API drivers. The customer may purchase Siebel CTI Connect, which includes the Siebel developed, tested, and validated Adaptive Communications API driver and CTI middleware server software.

Siebel CTI Connect server (based on Dialogic CTI middleware modules) runs on Microsoft Windows 2000 & Windows 2003 Server/Advanced Server (CTI refers to computer telephony integration). When you are using Siebel CTI with Siebel CTI Connect, any application server machines running.

Siebel Server with Communications Server components that support Siebel CTI must also run on Microsoft Windows 2000/2003 Server/Advanced Server.

Siebel SmartScript


Siebel SmartScript accelerates agent effectiveness with a workflow-based, dynamically generated user interface that helps guide every interaction with a customer. Siebel SmartScript can be invoked automatically several ways, such as based upon business rules, through screen pops, by Siebel CTI, or programmatically. By providing agents with a complete set of call script tailored to their customers' needs, businesses ensure the quality of calls, prevent data-entry errors, and reduce training times.