Oracle Siebel

Integrate your telephone system with SIEBEL CRM

Aspect | Avaya | Cisco

Siebel has been satisfying customers since 1993 with their award winning Customer Relationship Management software (CRM). AMC Technology (AMC) has been enhancing the customer experience since 1995 with Siebel CTI Integration (also known as Siebel Telephony Integration or Siebel Telephone Integration). With this much experience, why would you look anywhere else!

Agents! See customer information before you answer the call. Customers demand more today than ever before! How many times have you called a business and the person answering the call asks you a series of questions to figured who you are. Annoying, right! Automate that process by integrating your Siebel system with your phone system. AMC supports all the major phone systems like Avaya, Aspect, Cisco, and many other systems.

Contact Center Experts since 1995
Customers in 10 verticals and over 30 countries, from Australia and Zimbabwe to Canada and Mexico
Longstanding Oracle partner since 2001
Longstanding Microsoft partner since 1999

Multiple vendor platforms are supported that can be switched out easily for a long term solution
Advanced CTI features that can be extended easily for specific needs
Supports different user types so everyone in the enterprise can benefit from CTI

Mitigates risk because solutions are up to date and certified
Use the telephony infrastructure you already have today

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Leverage Your Existing Phone System, Connect Your Oracle Siebel CRM and Start Benefiting from CTI

Screen Pop

Know details about the customer such as interaction history and last purchase before interacting

Screen pop search can be configured based on a caller’s phone number, email address or call attached data Route interactions based on customer information to reduce frustration

Comprehensive Reporting

360 ° view of the contact center to make informed, data-driven decisions

Generated reports eliminate the need for manual reporting and includes all channels

Soft & Hard Phone Sync

Be prepared in case of a disaster and keep accurate reports

Make and take phone calls from Contact Canvas controls or your desk phone

Click-to-Dial Functionality

Eliminate Manual Dialing and Reduce Errors

Allows the agent to click on a phone number within the CRM application to place an outbound call

Contact Canvas will change how efficiently your contact center operates.

Customers receive better customer service with quicker resolution times and smart technology that connects them with the right agent every time.
Agents work more efficiently, understand their job performance and increase customer satisfaction, which improves employee satisfaction.
Businesses are able to consolidae data and make accurate decisions based on real time data and make a smart investment that leverages existing infrastructure and technology.

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Free Software Trial

We know that finding the right integration solution can be challenging.

But we’re confident that our solution will fit your requirements, so we are offering you an opportunity to try before you buy.

If you would like to implement our solution in your Siebel Development environment, let us know, and we can have it up and running before you know it!

Simply fill out the form to your right and click ‘Request Trial’. Someone will promptly reach out and set up a call to discuss the details.

AMC Technology has Siebel integration drivers for many Computer Telephony Integration (CTI) Vendors.

Siebel Integration to Amazon

Amazon Connect
- Siebel integration into Amazon Connect:
  - CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call).
  - Agent (ACD) Functionality: Login, Logout, Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW).

Siebel Integration to Avaya/Aura

AMC Technology has been building Siebel Integration into Avaya since the days of CenterVu! Now known as Avaya Enablement Services (AES) and usually associated with Avaya Elite. AMC now covers every middleware Avaya has to offer:

Avaya Elite (AES)
- Siebel integration into AES:
  - CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call).
  - Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW).
  - Siebel Data: Use Siebel data and Avaya Adjunct Routing to make decisions on where the call should be routed or collect data from Siebel to push into the the Agents screen for additional customer insight.
Avaya Aura Contact Center (AACC) (CCT)
- Siebel Integration into AACC / Siebel Integration into CCT
  - CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call)
  - Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW).
  - Siebel Data: Use Siebel data and Avaya’s Hosted Data Exchange to make decisions on where the call should be routed or collect data from Siebel to push into the the Agents screen for additional customer insight.
Avaya Interaction Center (AIC)
- Siebel Integration into AIC
  - CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call)
  - Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW).
  - Siebel Data: Use Siebel data and Avaya’s Interaction Center Workflow to make decisions on where the call should be routed or collect data from Siebel to push into the the Agents screen for additional customer insight.
Avaya IP Office / Avaya BCM
- Siebel Integration into IP Office / Siebel Integration into BCM
  - CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call)

Siebel Integration to Cisco

Cisco protocol has gone through quite a few name changes over time since their purchase of GED188/ICM but the integration is still the same for AMC Technology. This allows your agents to use Cisco Agent desktop (CAD) or Finesse in parallel if they wish to… the best part, they don’t have to when using the embedded Siebel toolbar powered by AMC Technology.

Unified Communication Manager Express (UCCX)
- Siebel integration into UCCX:
  - CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call).
  - Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW – Timed ACW).
  - Support for user defined and ECC call data fields
  - Fail-Over support
Unified Communication Manager Enterprise (UCCE)
- Siebel Integration into UCCE
  - CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call).
  - Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW – Timed ACW).
  - Support for user defined and ECC call data fields
  - Support for PG Fail-Over (Duplexing / Duplex / Side A Side B)
Unified Communication Manager (UCM)
- Siebel Integration into UCM / TAPI
  - CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call)

Siebel Integration to Aspect

Aspect has stopped support for Enterprise Contact Center (ECS / CS) so AMC Technology will follow suite. If you have an older Aspect environment and require integration prior to your move to Unified IP (UIP), let us know, we can still help you out in the interim.

Unified IP (UIP)
- Siebel integration into UIP:
  - CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call).
  - Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW).
  - Support for user defined fields
Enterprise Contact Center (ECS / CS)
- Siebel Integration into ECS / Siebel Integration to CS
  - CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call).
  - Agent (ACD) Functionality: Login, Logout, Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW).
  - Note: Aspect has stopped support for ECS. AMC Technology can work with you if you require a solution prior to your UIP upgrade.

Siebel Integration to SAP Contact Center (BCM)

AMC Technology has been building SAP Adapters to the SAP CRM platform for years, only make sense to build a driver to their CTI platform!

SAP Contact Center (BCM)
- SAP integration into SAP Contact Center (BCM):
  - CTI functionality: Answer, Hold, Hang-up, Transfer, Conference, Make call (Click to Dial/Click to Call).
  - Agent (ACD) Functionality: Login, Logout (with Reason Codes), Ready/Available for a call, Not Ready (with Reason Codes), After Call Work (ACW).

Supported Siebel Solutions

Siebel 7.x
Siebel 8.x
Innovation Pack 2017

Oracle Siebel Resource Center

Datasheets

Check out this datasheet to learn more about Contact Canvas for Siebel

Case Studies

Carnival

Find out how Carnival benefitted from using Contact Canvas to integrate Siebel and Avaya