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Cisco Systems and Siebel Systems Deliver Complete Customer Contact Solutions to MarketStrategic Relationship Offers New IP-Based Contact Center SolutionsICCM 2001, CHICAGO ¾ August 1, 2001 ¾ Cisco Systems, Inc., the worldwide leader in networking for the Internet, and Siebel Systems Inc., the world’s leading provider of eBusiness applications software, today announced an expanded set of validated, Internet Protocol (IP)-based contact center solutions for companies migrating from legacy technology to IP-based infrastructures.The validated solutions integrate Siebel Call Center 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 Center (IPCC) solution. The validated integration of Cisco contact center solutions and Siebel eBusiness Applications provide complete customer-centric eBusiness solutions to corporations looking to maximize the return-on-investment of their current infrastructure as they transform their call centers into next-generation contact centers. “Companies today are challenged with improving customer service, while at the same time maximizing dispersed call center resources for greater cost advantages,” said 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 eBusiness applications software from Siebel Systems integrated with Cisco’s leading customer contact software platform ¾ which enables the delivery of superior customer service through a complete IP-based customer interaction solution.” “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,” said 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.” Enterprise-wide Contact Center Solutions The new solutions enable organizations to develop closer relationships with their customers by closely linking customer data from enterprise systems to an IP-based contact center solution for increased productivity, business flexibility, and reduced operational costs. Customers using Siebel eBusiness Applications integrated with the Cisco customer contact software platform will gain: · Enterprise-wide contact routing over a multi-site contact center environment, connecting customers to the most knowledgeable agent, regardless of their location. · Validated computer telephony integration (CTI) for major automatic call distributor (ACD), private branch exchange (PBX) and interactive voice response (IVR) products. · Ability to support proprietary, legacy telephony infrastructure and seamlessly evolve to IP standards-based, voice/data infrastructure. · Single, integrated customer interaction application suite for all types of interactions with customers including voice, web and email. · Enhanced customer intelligence and reporting with a single comprehensive view of all customer interactions collected in enterprise-wide eBusiness applications. The solutions exploit the ability of the Cisco ICM component of the Cisco customer contact software platform to pre-route interactions among disparate contact centers, including centers running on heterogeneous switching and network infrastructures. In addition to supporting the migration to IP architectures, the solutions enable enterprises to manage stand-alone or multi-site contact center networks across various geographies. The two companies have worked cooperatively to optimize the Cisco IPCC solution and Cisco Collaboration Server to support Siebel Systems’ integrated family of eBusiness applications software, enabling sales, marketing, and customer service systems to be deployed over the Web, call centers, field, reseller channels, retail, and dealer networks. This integration enables customers of the joint solutions to support eBusiness on any media (voice, VoIP, and Web), from any location, on any infrastructure. Joint Customers Praise the Alliance The integrated Cisco and Siebel Systems offerings are currently operational at customers, such as Sykes Enterprises, Incorporated a global leader in providing customer management solutions and services to technology-enabled companies primarily within the technology, communications, and financial services markets. “Cisco’s customer contact software platform is capable of supporting large, decentralized, contact centers as well as blended environments,” said Gerry Rogers, chief information officer of Sykes. “Integrated with Siebel eBusiness Applications, Cisco’s customer contact software platform gives us the ability to network our contact centers into a true Virtual Contact Center environment, blending agents in our contact centers into a single, customer-focused enterprise. We are now able to share critical customer information quickly, intelligently, and cost-effectively, regardless of international borders.” Continued Integration Development Future solutions of the validated integrations between Siebel eBusiness Applications and Cisco’s customer contact software platform are planned to support both companies’ future product releases, providing customers with ease of installation and upgrade. Availability and Deployment The solutions are available today from Cisco Systems and Siebel Systems. Siebel and Cisco have each individually teamed with IBM Global Services and KPMG Consulting, Inc. which enables these companies to provide a full range of management consulting and solution deployment services around contact center solutions. About Siebel Systems Siebel Systems, Inc. (Nasdaq: SEBL) is the world's leading provider of eBusiness applications software. Siebel Systems provides an integrated family of eBusiness applications software, enabling multichannel sales, marketing, and customer service systems to be deployed over the Web, call centers, field, reseller channels, retail, and dealer networks. Siebel Systems' sales and service facilities are located in more than 37 countries. For more information, please visit Siebel Systems’ Web site at www.siebel.com. About Cisco Systems Cisco Systems, Inc. (Nasdaq: CSCO) is the worldwide leader in networking for the Internet. News and information are available at http://www.cisco.com. Note to Editors: Cisco, Cisco Systems, and the Cisco Systems logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries. All other trademarks mentioned in this document are the property of their respective owners. Except for the historical information contained herein, this press release contains forward-looking statements that involve risk or uncertainties. Future operating results of Siebel Systems may differ from the results discussed or forecasted in the forward-looking statements due to factors that include, but are not limited to, risks associated with customer and partner relations, such as the availability of Siebel Systems’ products and services, customer implementation of products and services, relationships with third-party vendors and systems integrators, existence of errors or defects in products, ability to successfully manage growth, significant current and expected additional competition and the need to continue to expand product distribution and services offerings. Further information on potential factors that could affect the financial results of Siebel Systems are included in Siebel Systems’ Annual Report on Form 10-K for the year ended December 31, 2000 and its other filings with the Securities and Exchange Commission. Siebel is a trademark of Siebel Systems, Inc. and may be registered in certain jurisdictions. All other product and company names mentioned are the property of their respective owners and are mentioned for identification purposes only. Note to Editors: Cisco, Cisco Systems, and the Cisco Systems logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries. All other trademarks mentioned in this document are the property of their respective owners. Editorial Contact: Larry Yu Cisco 408-853-4200 Lwbyu@cisco.com top of page |
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