Bucher + Suter Software
Multi Channel Adapter (MCA) for Siebel
Bucher + Suter’s Multi Channel Adapter (MCA) for Siebel is a pre-packaged integration of Siebel CRM and Cisco's Unified Contact Center Enterprise (UCCE) solution. It is a centralized process that manages the real time flow of interactions between the Siebel desktop user interface and Cisco's UCCE. MCA for Siebel utilizes Cisco’s Intelligent Contact Management to route phone calls and E-Mails* to the best skilled agents, who can accept and manage these interactions using their Siebel Graphical User Interface (GUI).
MCA for Siebel Architecture
MCA for Siebel provides full CTI functionality to help drive efficiency, cost reduction and customer satisfaction. The solution pops customer information into the agent's Siebel GUI with a call or E-Mail arrival, facilitating lookup of Siebel information by phone number, E-Mail address, Caller Entered Digits etc. Agents can conference, transfer and accept interactions from within the Siebel communications toolbar. The system logs all activities (both inbound and outbound) for real time and historical reporting.
Siebel CRM Agent Interface with the Communications Toolbar
Key Features of the Multi Channel Adapter for Siebel
- Screen pops
- Pops customer information to the agent's Siebel GUI on call or E-Mail arrival
- Screen pop data includes ANI, DNIS, caller entered digits, call type, peripheral variables & Expanded Call Context (ECC) variables
- Voice and E-Mail softphone control
- Agents can conference, transfer and accept interactions from within the Siebel CRM GUI
- Direct and consultative transfers with call attached data for screen pops
- Fully integrated with the Siebel Communications Toolbar
- Login/logout, go ready/not ready with reason, answer, hang up, transfer, click to call, after call work etc.
- Intelligent E-Mail routing to skill groups based on subject or group/department E-mail addresses
- Contact center statistics from Cisco’s UCCE displayed in the Siebel CRM GUI
- Redundancy – hot standby
Key Benefits of the Multi Channel Adapter for Siebel
- Screen pops shorten the time agents spend on inbound calls by as much as 10 - 20 seconds
- Increase agent occupancy by leveraging idle agents during slow periods to answer E-Mail
- Control of all interactions via a single interface
- No need to switch between applications
- Streamlines agent workflow
- Reduces agent training
- Pre-integrated solution provides rapid and reliable deployment and lowers implementation costs
