Extending the product integration announced in early August, Cisco Systems said on Monday that it would support Siebel Systems Inc.'s new Siebel 7 CRM (customer relationship management) platform by delivering IP (Internet Protocol)-based contact center functionality.
Cisco plans to integrate its customer contact software platform and Siebel 7 within 90 days of Siebel 7's general availability, which began on Monday.
"When Siebel 7 is combined with our leading IP-based customer contact software platform, our shared customers can easily migrate from legacy to IP-based infrastructures to effectively manage their customer interactions, from voice to Web collaboration, through an end-to-end customer-centric solution," said Brett Shockley, vice president and general manager for Cisco's customer contact business unit, in a statement.
The solution promises to deliver enterprisewide contact routing that will connect customers to the most appropriate agents, regardless of the agent's physical location; computer telephony integration for automatic call distributor and interactive voice response products; a migration path from legacy telephone infrastructures to converged voice and data networks; and integrate customer intelligence and reporting features.
Cisco is not alone in supporting the much-anticipated Siebel 7 platform. A wide variety of technology companies, including IBM, Compaq, Unisys, Tibco Software, and webMethods, have already committed to supporting Siebel 7.
But Cisco's alliance with Siebel has a history. Most recently, the two companies teamed up in August to help customers migrate from legacy to IP networks by integrating Siebel's Call Center Version 6 with the Cisco Customer Contact Software Platform.