Siebel Solidifies CRM with 7
Updated · Oct 01, 2001
Siebel Systems, Inc. has introduced its newest offering — Siebel 7 — a fully integrated suite of applications for customer relationship management (CRM), partner relationship management (PRM) and employee relationship management (ERM).
Siebel 7 extends the reach and functionality of Siebel Systems’ suite of integrated, multi-channel e-business applications and enables real-time analytical ability to track and understand customer behavior, subsequently allowing companies to be “digitally wired” to their customers, partners, and employees. This total solution was developed to leverage the resources of the entire organization in order to maximize the value of customer relationships.
Siebel has identified five major obstacles that prevent complete customer-centric concentration: information silos; disconnected channels; business processes that do not reflect best practices; unaligned employees; and poorly coordinated business partners. Siebel 7’s CRM, ERM and PRM capabilities bring alignment to the enterprise, allowing organizations to manage, synchronize and coordinate all customer touch points across the Web, call center, field sales and service personnel, and partner channels.
With this release, Siebel also introduces Smart Web Architecture — technology that combines a zero-install Web client with the interactive capabilities typically found with desktop applications. The scalable, common Web architecture pre-packages several critical e-business core technologies, such as a rules-based personalization engine; a content management platform; a business rules or workflow engine; and an assignment or routing engine.
Other features touted by the new Siebel suite are:
- Comprehensive out-of-the-box and industry-specific functionality that minimizes the need for major customization. However, customization can be implemented using a single tool set.
- Pre-built, pre-tested connectors and adapters for third-party applications that eliminate the need to write custom integration code.
- The elimination of software to install or maintain.
- The ability for business users, rather than programmers, to complete modifications.
- Automatic upgrades that preserve customizations.
- Intuitive interface and design.
Siebel 7 has drawn overwhelming industry support, particularly among the CRM community, and has signed on partners such as: Accelio Corporation, Acapel, Akibia Consulting, Answerthink, Inc., Atomica Corporation, CELLIT Technologies, Cicero Technologies, Inc., Cisco Systems, Inc., Customer Dialogue Systems, Edify Corporation, eMation, Expertcity, Inc., Fair, Isaac and Company, Inc., The Harte-Hanks Trillium Software Division, HNC Software Inc., Information Builders, Interactive Intelligence Inc., SPL WorldGroup, Surebridge, Inc., and Syntellect Inc.
San Mateo, Calif.-based Siebel employs more than 8,000 individuals, operating in 136 offices in 34 countries. Siebel provides e-business application software designed to help organizations to acquire, retain and serve customers.
Robyn Greenspan, an independent researcher and speaker, is interested in innovation, market trends and information technology. She was a participant in the AI Summit and also took part in the IEEE International Conference on Edge Computing, International SOA Symposium series and the International Cloud Symposium series. She graduated from Temple University. She was previously the communications and research manager for the AMS, an internationally recognized professional association that advances knowledge in the IT and business management areas.