Siebel Integration
363Siebel Integration

Siebel Integration

Integrating Cisco Contact Center with Siebel

Keep pace with the cutting edge of customer service, with an omnichannel contact center integration that makes your agent workflows simpler and elevates your customer’s experiences.

Fast, agile, unified

Discover why hundreds of contact centers trust b+s Connects to help their agents deliver outstanding customer service.

Video poster image

The unified agent desktop

Inbound call with screen-pop
Click-to-dial from record
Chat interactions
Email interactions

A simple, powerful, and transparent CTI adapter for your contact center agents.

Feature set

Voice Features Voice Features

Voice Features

  • Agent voice state control
  • Call control
  • Direct / consultative transfer & conference with call attached data for screen pops
  • Call detail logged inside of Siebel
  • Auto wrap up and wrap-up with reason
    • …
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Voice Features

Voice Features

  • Agent voice state control
  • Call control
  • Direct / consultative transfer & conference with call attached data for screen pops
  • Call detail logged inside of Siebel
  • Auto wrap up and wrap-up with reason
  • Click-to-dial phone numbers in Siebel records
  • Support for Cisco Outbound Option
  • Support for Cisco Mobile Agent
Omnichannel Features Omnichannel Features

Omnichannel Features

  • Agent chat and email state control
  • Utilize Cisco Contact Center to route Siebel email and web chat
  • Unified Cisco reporting for multichannel Siebel interactions
  • Channel blending
  • Multi-chat: up to s…
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Omnichannel Features

Omnichannel Features

  • Agent chat and email state control
  • Utilize Cisco Contact Center to route Siebel email and web chat
  • Unified Cisco reporting for multichannel Siebel interactions
  • Channel blending
  • Multi-chat: up to six, separate, simultaneous chats
  • Task control
  • Email and chat transfers
  • Chat transcripts stored in Siebel

Resources

Fact Sheets

White Papers

Videos

  • b+s Connects for Siebel demo

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