Content Manager for Siebel

IBM Content Manager and Siebel integration offers Call Center customers:

·         Improved access to information:

-         complete view of customer history, including incoming and outgoing correspondence, telephone calls, and COLD documents;

-         access to all documents from Siebel eBusiness Applications;

-         paper documents can be captured electronically, processed, archived and retrieved from easily accessed, centralized repositories;

-         integrated information can be displayed by CSRs, when they need it;

-         correspondence and reference information can be linked to service requests, accounts, and/or contacts.

·         Improved customer service and response:

-         complete view of customer means accurate and relevant information available for review and assessment;

-         electronic storage means multiple, repeat and remote access to information;

-         immediate access means faster response times;

-         ability to prioritize correspondence and process to meet timelines;

-         electronic workflow of documents for faster processing and transfer;

-         improved accuracy increases customer satisfaction.

·         Improved efficiency and productivity:

-         faster access to relevant, integrated information improves CSR response times

-         accurate call handling improves productivity;

-         better performance improves staff morale and reduces staff turnover.

Like many CRM solutions, Siebel can manage large quantities of business content.  However, volumes can quickly outgrow normal file systems, and attached documents are limited to the CRM application.  Siebel integration with IBM Content Manager enables easy access to vast volumes of structured and unstructured business content.  While CRM applications are designed for documents, email, or simple attachments, Content Manager can handle any file type in its native file format.  Therefore, all types of business information - including incoming and outgoing documents, images and scanned documents, signature cards, computer output (drafts, statements, invoices), audio, telephone recordings and video files - can be stored, managed and accessed within the CRM/CM application. 

With robust search capability, Content Manager can undertake federated searches across multiple repositories, improving access and retrieval for users.  However, it also provides additional access controls, security and audit trails for the protection of sensitive customer and company information.  Furthermore, Content Manager can improve backup, archiving and operational resilience, adding powerful housekeeping features to the Siebel 7 Business application, providing an infrastructure for Disaster Recovery and Business Continuance.  With powerful archive management functionality, content can moved through hierarchical storage to maximize retrieval rates and minimise storage requirements, and then purged based on corporate standards thus minimizing legal exposures.

Content Manager is a robust, flexible and proven architecture that provides Siebel Call Center customers with strong and complementary content management functionality, providing CSRs with immediate access, retrieval and workflow of all relevant and integrated customer content.