Our customers use it to store all their customer data and manage their processes. The Contact Center integrates with the CTI platform so that when a customer calls, the agent has access to the customer's profile and all relevant information through a 360-degree dashboard. It allows the agent to handle customer inquiries and open service requests efficiently.
Has efficient automation features and the ability to integrate with multiple systems
What is our primary use case?
How has it helped my organization?
One year after implementing Siebel in the Contact Center, one of our customers became the most effective in the country. They were recognized as the best contact center, with agents who efficiently handled customer issues.
What is most valuable?
The platform's most valuable feature is its automation. It allows for multiple integrations with other internal systems, such as Kaspersky, for incident management, making it a well-integrated CRM system.
What needs improvement?
The product can be complicated to develop, as many methods exist to achieve solutions. This complexity can make it challenging to find the right approach. Also, AI integration could be expanded.
For how long have I used the solution?
We have been using Siebel Contact Center since 2011.
What do I think about the stability of the solution?
The solution is stable.
What do I think about the scalability of the solution?
The solution is scalable.
How are customer service and support?
The technical support services vary depending on the representative you interact with. At times, the support is helpful, but other times, it falls short.
How was the initial setup?
The initial setup is quite difficult for the latest versions from 2020 and beyond and can take about four to five hours. It can now be deployed on the cloud. Oracle offers the same images for on-premise and cloud deployments, making it easy to switch between the two. I created the docker image using VM and completed the setup in a few hours.
What's my experience with pricing, setup cost, and licensing?
The platform is expensive. Many metrics for these licenses are mainly user-based, which makes it quite costly.
I rate the pricing a ten.
What other advice do I have?
There are many integration tasks available on the platform. You can integrate it with various systems for batch processing and other configurations. AI in Siebel is a new subject. There are use cases like speech recognition and handling personal information with intelligent agents. These are relatively new but promising features. I would recommend Siebel Contact Center, especially for large companies like those in the banking and telecom sectors.
I rate it an eight.
