Today, organizations are more focused than ever on providing an outstanding customer experience. However, there’s a tremendous amount of complexity in orchestrating multiple channels and systems to ensure the consistent presentation and quality of service across them all.
To address this challenge, many contact centers are exploring how to leverage existing Siebel investments with Cisco technologies for an omnichannel solution that will provide customers with a unified experience regardless of the platform or communication channel used. In this blogpost, we’ll look at some key considerations when planning your integrated Siebel CRM/Cisco Contact Center implementation and explore how you can benefit from such a system.
An Overview of Siebel
Customer relationship management is key to success and growth for businesses. Siebel CRM enables contact centers to enhance their customer data and analytics capabilities. It offers a complete solution for managing and expanding a business, including tracking customer behavior and capturing accurate orders.
It’s Quote and Order Capture feature is user-friendly, which eliminates the need for spending numerous hours keeping track of products from different systems and catalogs. The capabilities of Siebel CRM can be leveraged to significantly enhance the company’s operations in a positive and effective manner.
About Cisco Contact Centers
Cisco Contact Centers provide a solution for the increasing demand for smooth communication and efficient customer service. It offers a wide range of products that provide a comprehensive solution for managing customer communication.
Cisco Contact Center also ensures that all calls and inquiries are handled correctly and promptly, from call treatment to contact routing. It offer modern communication and customer service solutions, which can replace outdated methods once used by businesses.
Advantages of an Omnichannel Experience with CTI Integration
1. Give Customers Numerous Options to Interact
The omnichannel experience gives customers multiple options to engage with a business, whether it’s through social media, chat, email, phone, or in-store. By providing diverse channels to communicate, brands can provide a seamless and personalized experience for the customers.
They have more control, more options, and ultimately more satisfaction with the brand. Modern businesses that prioritize their omnichannel strategy have a competitive edge over those that don’t.
2. Increase Productivity of Customer Representatives
Agents in omnichannel contact centers utilize multiple channels such as phone, email, and social media. This enables customer representatives to easily provide efficient service to customers.
The ability to switch between channels, depending on the customer’s preference and the urgency of the situation, helps representatives manage their workload and handle more queries at the same time. This enhances the customer’s experience by providing them with a quick and satisfactory resolution.
3. Enables a Brand to Cater to Diverse Audiences
An omnichannel experience is important for businesses to remain relevant in today’s fast-paced world by catering to diverse audiences. It enables businesses to reach out to potential and existing customers using different communication channels.
Businesses can interact with their audience through various platforms such as social media, messaging apps, and email marketing, no matter where they are.
Benefits of Using Siebel and Cisco Contact Centers Together
1. Facilitates Agent Training
The integration of Siebel and Cisco Contact Centers facilitates agent training by allowing managers to easily monitor and evaluate their performance.
The Cisco Contact Center provides real-time data, while Siebel offers a comprehensive overview of customer interactions. Together, they allow agents to quickly identify areas for improvement and adapt to the needs of their customers.
2. Streamlines Operations
Integrating Siebel and Cisco Contact Centers presents an opportunity for contact centers to streamline their operations. Businesses can improve the efficiency and effectiveness of their customer service processes by using both of these technologies together.
For instance, the integration enables agents to access customer information and history from the Siebel CRM system within the Cisco Contact Center, allowing for more personalized and efficient interactions with customers.
3. Informed and More Efficient Agents
The integration of CTI with Siebel CRM gives agents access to relevant customer information and their previous interactions enables them to handle customer calls more efficiently and knowledgeably.
Having a better understanding of the subject matter helps in making interactions with customers more effective and professional. This ultimately leads to a more content customer base.
Why choose b+s for Siebel CTI Integration
If you’re wondering why you should choose bucher+suter over the competition, the reason is straightforward. With b+s connects, bucher+suter offers a hassle-free integration for your Siebel CTI system. This seamless integration can help you simplify your tasks and enhance your customer service.
Using b+s connects will allow your agents to easily access customer information, including their previous actions and call logs. Additionally, they can conveniently transfer calls from phone system to Siebel system. Opt for bucher+suter today, to have your Siebel CTI system integrated efficiently with no hassle.
In Summary
Organizations can bring a digital transformation to their customer service by using Siebel Customer Relationship Management (CRM) and Cisco Contact Centers together, which are two powerful solutions. This integration offers customers a variety of ways to interact and also increases the efficiency of customer representatives.
As a result, organizations can have informed customer support agents who are able to generate better insights and help customers in an efficient manner.