SAN MATEO, Calif.--Dec. 9, 2003-- Siebel Systems, Inc. (Company
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Studies), a leading provider of multichannel business application software, today announced that the Centers for Medicare & Medicaid Services (CMS), the largest healthcare insurer in the United States, is expanding its use of Siebel Healthcare applications nationwide to further improve service efficiency, resulting in higher customer satisfaction. After achieving significant improvements from its initial call center implementation last year, CMS will roll out Siebel Healthcare to unify more than 76 call centers and to modernize its customer service systems.
CMS is the federal agency within the U.S. Department of Health and Human Services (HHS) that runs the Medicare and Medicaid programs, together the largest of any health insurance organization in the United States. As part of the HHS' stated goal to be the most responsive agency in the government, CMS is standardizing its call center infrastructure on Siebel Healthcare in order to provide a single point of access to multiple, complex information sources, ultimately ensuring consistent adherence to policies and business processes across all of the centers.
In May 2002, CMS selected Siebel Applications as part of its plan to develop a next generation desktop to provide call center representatives with a unified application for accessing all of the systems necessary to handle customer service needs. After full deployment, Siebel Healthcare will handle more than 40 million calls per year for CMS.
"Historically, the mission-critical applications that support the administration of federal human services programs have been almost entirely custom-built," said John Kost, managing vice president, Gartner Research. "However, new applications have emerged that enable human services agencies within government to upgrade the capability of client support with more easily deployable and lower-risk solutions. Customer relationship management providers are beginning to deliver products that can provide effective case management systems to streamline operations and provide for a more citizen-centric model."
About Siebel Systems
Siebel Systems, Inc. is a leading provider of business applications software, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business. With more than 3,500 customer deployments worldwide, Siebel Systems provides organizations with a proven set of industry-specific best practices, CRM applications, and business processes, empowering them to consistently deliver superior customer experiences and establish more profitable customer relationships. Siebel Systems' sales and service facilities are located in 30 countries.
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 relations, such as the availability of Siebel Systems' products and services, customer implementation of products and services, relationships with customers, third-party vendors and systems integrators, concentration of revenues in a relatively small number of customers, 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, Quarterly Reports on Form 10-Q and its other filings with the Securities and Exchange Commission, which are available at www.sec.gov. Siebel Systems assumes no obligation to update the information in this press release.
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.
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