Smiddle CRM Connector for Siebel

Smiddle CRM Connector for Siebel is a software product for integration of CRM Siebel with Cisco Contact Center

High quality of client service, prompt reactions of the agents, effective work of the call center staff as well as collection and storage of data about every client are critical issues for development and flourishing of business. One of the problems encountered by the agents of call centers is switching between CRM-system and Cisco interface during conversations with clients. Additional actions lead to delays in processing of customer’s inquiries, waste of time, decrease in the effectiveness of agents’ performance, and sometimes even to the loss of data or inaccuracies in data processing.

Smiddle CRM Connector for Siebel is a software product, which makes the work of call center agents much more comfortable and effective, and, what is even more important, prevents different problems, which can be avoided easily by the utilization of the system, integrating CRM Siebel into Cisco Unified Contact Center solutions.

The main benefit of the use of Smiddle CRM Connector is that the agent can work within a single interface without having to switch between applications, by using Siebel Communication Toolbar. Smiddle CRM Connector processes customer interactions, such as telephone, e-mail, and other interactions on the agent’s desktop. Considerable saving of time enables the agent to focus on the customers’ requests processing and ensuring fast and prompt replies.

Benefits you will get from using Smiddle CRM Connector for Siebel:

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Saving of the agent’s working time

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Enhancement of agent’s work efficiency

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Reduction of the probability of errors while registering information

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Increasing the speed of processing customer requests and reducing the waiting time

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Quality of service improvement

Main functions and parameters of the product:

Easy installation and use

Integration of the system is performed through the browser. There is no necessity of installing the software on the computer of the agent.
The connector uses the same def file that is used for the standard Cisco Siebel Driver driver.

Customization of pop-up windows with information about the call / client

The system provides the possibility of selecting different types of design of a pop-up window for a call received from a new or regular customer, an incoming call from an external number or a call transferred to another agent of a certain skill group.

Integration with Siebel Communications Toolbar

Due to installation of the Connector, the agent has the ability to handle customer requests from different channels in one interface, without switching to other applications. The functions of holding a call on the line, transferring it to another agent, a conference, configuring the status of Ready, notReady, log on and log off and other functions are available to the agent. Any information in UCCE, such as the ANI, DNIS, and ECC variables is available to show the client profile in the pop-up window.

By using Smiddle CRM Connector, your company will manage to enhance agents’ performance, quality of client service, achieve more accurate registration and processing of customer details, which will contribute to the loyalty of clients and increase of the company revenue.