Siebel Call Center Implementation: A Global Fortune 50 Financial Institution.
The Situation
In December 2001 Wability Inc. was contracted by a
Global Fortune 50 financial institution to implement Siebel Call Center
between the US and Latin America. Siebel Call Center is specifically
designed for the next generation of contact centers, enabling
organizations to provide world class customer service, generate
increased revenue, create a closed loop information flow seamlessly over
multi-channel sales, marketing, and customer service operations.
Working together with our client’s senior executives, the Wability team
selected and subsequently implemented Siebel Call Center functionality.
Wability’s Siebel team:
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Selected and Configured tools including undertaking a major customization of views applets and business components.
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Developed business logic using workflow and assignment manager.
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Configuration of the email response system.
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Developed business logic using workflow and assignment manager
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Deployed Siebel 6 in production environment.
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Migrated the repository from the development to test and production environments.
The Benefits
The implementation of Siebel Call Center empowers our client’s agents, at every level, by providing up-to-the-minute information and in-depth customer and product knowledge. This approach enables quick and accurate problem resolution and generates greater selling opportunities.