Siebel CTI

Siebel CTI and Smartscript for Siebel CRM

2009-10-03T16:49:00.001-07:00

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.

VoIP PBX

2009-07-21T21:38:00.000-07:00

Few years back, many people thought that advanced VoIP technology is going to be the "next big thing" in the telecom domain. Yes, now VoIP has a major impact on providers in the market which has turned out to be more of a commodity than a paradigm-changer. The main reason for the popularity of voice over IP solution is mobility, flexibility and scalability. The inherent benefits such as cost effectiveness and organizational productivity cannot be ignored. As a matter of fact, these factors have motivated businesses to manage their work with utmost efficiency. For making the various things possible, one solution is VoIP PBX.

The VoIP PBX system is a hallmark for businesses to inculcate double profits in quick time. This system permits the users to save substantial amount on long distance as well as international calls. Most importantly, business that manage calls over the IP PBX VoIP solution provide comfortable integration with existing PSTN telecommunication system.

An VoIP PBX system is a Internet protocol private branch exchange. This exchange is a business telephone system which is designed to deliver voice over a data network and is interoperable with the traditional Public Switched Telephone Network (PSTN). With low upgradation cost, almost every business users can make the changes as it is done through a specific software. As a matter of fact, the VoIP gateways can be combined with traditional PBX functionality which enables the businesses to use their managed intranet to reduce long distance expenses as well as enjoy the benefits of a single network for voice and data. The advanced CTI features of this IP system give greater cost savings, greater mobility and increased redundancy.

To be more specific, an IP-PBX exists as a hardware object or virtually, as a software system. This is because a major part of IPBX functionality is provided in software. The best part is that this system is relatively inexpensive in nature. One can easily add other functionalities such as conferencing, XML-RPC control of live calls, Interactive voice response (IVR)and TTS/ASR (text to speech/automatic speech recognition). Moreover, these advanced system supports public switched telephone network (PSTN) interconnection ability which supports both analogue and digital circuits, Voice over IP protocols including SIP, Inter-Asterisk eXchange, H.323, Jabber, Siebel CTI and GoogleTalk.

Therefore, it can be said that this high-end technology simplifies communication infrastructure at ease. The VoIP PBX system permits the users to co-ordinate with their multiple offices all around the globe with the support of an unified platform. Interestingly, the single IP PBX VoIP server has the potential to serve more than 1,500 users at the same time. As such, it seems to be an attractive option which can support business enterprise to gain more without any concern.

In comparison with a conventional PBX system, the users require separate networks for sending and receiving the voice and data communication but, IP PBX VoIP employs the converged data and voice communication over a single IP network. This increases the value of systems to a significant extent.

Moreover, the IP PBX VoIP also provides flexibility to the growing or new enterprises, as it can reduce the long-term investments and maintenance costs. The biggest factor that contributes to the adoption of anything new by the enterprises is cost involved in it. In the case of the VoIP PBX solutions, the costs are within limits of the enterprises. Nowadays, the business users do not have to spend more from their pockets for this system, as cost is coming down. The users must opt for the provider that offers bundled services and features. These advanced solutions enable the business users to make the most of services such as voice extensions or updation.

To conclude, the hybrid solutions offer greater scalability advantage when compared to the traditional PBX systems.

Source: Buzzle.com

Introduction to Call Center

2009-07-21T21:34:00.000-07:00

What is call center?

A call center is a physical location where larger volumes of calls are handled by an outsourced company. It usually a centralized office used for the purpose of receiving and transmitting large volume of telephone requests for the purpose of business transactions. Most of the call centers work with the help of IVR's. An IVR is defined as telephone interface to a computer system. Typically, a call center has the ability to handle large volumes of call at the same time screen and forward them to someone who is qualified to handle calls.

Call centers are used by telemarketing companies,utility companies,mail order catalogue retailers,companies that need customer support services and other outsourcing services. Most of the business houses use call center for various customer services like IT-help desk, inbound calls, sales,order processing, order taking, financial support and many other outbound services.

Operations of a call center:

A call center often operates in an extensive open work space for its call center agents. The work stations include a telephone set or a head set connected to a main telecom switch. This can be operated independently or networked with additional centers which is often linked to a corporate computer including LAN , microcomputers and mainframes. The voice and data pathways into the center are linked through a set of technology known as computer telephony integration( CTI), for example Siebel CTI

Technology used in call centers:

Most of the call centers in India use different technologies which help them to serve their customers better. The inbound call center use automatic call distribution, in which the incoming calls are assigned to the agent on the order they receive. Some of the call center also use call monitoring in which the quality staff randomly monitors an agent call to ensure that they follow the guidelines of call taking. Most of the call centers work with the help of IVR's,it is a system which helps in routing calls to the appropriate agent. It is programmed to do so wherein the system ignore its own decision making and obey the instruction set by humans.

These include after call work( ACW),automatic call distribution ( ACD), Agent performance analytics, Average handling time( AHT),Automatic number identification( ANI), Automated surveys( AS),Best time to call/ Outbound call optimization( BTTC),Call recording software,customer interaction management solutions which is known as 'Unified' solutions,Chat and web Collaboration, Computer telephony integration (CTI),Customer relationship management ( CRM),Desktop Scripting Solutions
Electronic performance support systems,Email Management,Enterprise Campaign Management Issue tracking system,Interactive voice response ( IVR),Knowledge Management System(KMS) Outbound predictive dialer,Predictive Dialing System( PDS),Outsourcing,Quality Monitoring which is also known as call recording software,Speech Analytics,Third party verification, Text to speech( TTS),
Virtual queuing, Voice analysis, Voice mail, VoIP,Voice recognition and Workforce management ( WFM).

Call center services: The call center services are broadly divided into two categories:

Inbound services: In this kind of service usually the calls are received by an agent through a toll free number of customer support help desk. Then the agent goes ahead to solve the queries of the customer or any product related issues.

Some of the inbound services are customer care services, database management,order taking services,insurance claim and verification

Outbound services: Most of the outbound calls are usually sales oriented. The agent calls up prospective clients to do some kind of market research or for sales lead.

Some of the outbound services are welcome calls, direct marketing campaigns,selling services,appointment setting,market research, up selling and cross selling

Today, call centers play a crucial role for large business houses. Call center services help an organization to manage its non-core business houses. Most of non-core functions like telemarketing, up selling,cross selling,IT-help desk, customer oriented services are taken care by the outsourced company. Most of the call center have robust infrastructure to serve their clients. They use best of the technologies and services which helps their clients to earn maximum revenue.

Source: Buzzle.com

Siebel CTI Introduction

2009-05-11T03:45:00.001-07:00

Siebel CTI integrates the Siebel Web Client with the CTI middleware and the telephone switch through the Siebel Communications Server infrastructure

Siebel CTI enables an integrated context sensitive “softphone”

The telephone switch provides notification of telephony events through the CTI middleware to the Siebel Communications Server

The Siebel user interacts with the telephone system with the Siebel Web Client

Siebel CTI provides a validated out-of-the-box integration with Siebel CTI Connect for many telephony switch manufacturers.

Siebel CTI provides the Siebel Adaptive Communications API programming layer

Siebel CTI may be used with all Siebel eBusiness base applications