Forrester names Siebel top supplier for May

Industry analyst Forrester Research ranked Siebel Systems as number one supplier worldwide of customer service applications in the firm's May 2001eBusiness TechRankings.

The TechRanking is a monthly benchmark service showing changing trends and developments in the IT industry, and aimed at helping organisations choose and implement the best technology for their e-business initiatives, Forrester said.

Forrester defines customer service applications as software that helps people get service from suppliers, employers or other partners with or without human assistance.

The TechRankings assessed vendors on key criteria such as performance architecture, reliability, security and management, integration, momentum, customer support and cost.

Siebel's e-business applications ranked first place in these categories combined. Siebel applications lab-tested and assessed by Forrester included Siebel Call Centre, Siebel eService, Siebel eMail Response and Siebel eChannel.

Commenting on the strengths of Siebel's customer service application range, Forrester said: "The Siebel customer service product components share a common data model, tools and administrative interface. A key strength of the product is its integration with third-party applications like ERP."

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