Call Center Services Featured Article

Syntellect Introduces CT Connect for Siebel

By Anshu Shrivastava
TMCnet Contributor

Syntellect (News - Alert) has introduced a new CT Connect for Siebel that provides Siebel CRM users with a fully featured, switch independent CTI (News - Alert) solution including screen pop and click-to-dial functionality.

Company officials said that Syntellect CT Connect for Siebel software can reduce call time by 10-20 seconds per call by providing customer information to an agent's desktop as they simultaneously receive a customer call.

With the help of Syntellect CT Connect for Siebel, user can instantly retrieve and screen-pop customer-related information to the agent's desktop as the call arrives to the agent. It comes with click-to-dial capability, enabling the integration of telephony functions with Siebel Softphone application.

Moreover, automatic dialing with a single mouse click from the CT Connect for Siebel application on the computer saves time and is more accurate. Company officials said that if the user makes a lot of outgoing phone calls, the cumulative time lost to wrong numbers can be substantial and may be avoided.

A CTI platform, Syntellect CT Connect has been deployed and supported for more than 15 years. This product has powered Siebel CTI Connect beginning with version 4 of Siebel CRM through version 7, company officials said.

Company officials said that the CTI solution provides Siebel CRM customers with a number of benefits. One of the key benefits is the simple upgrade path that requires no new hardware, phone systems or switch upgrades to purchase.

Additional benefits include multiple switch support that includes support for traditional and IP enabled telephony environments; flexibility to easily extend to multimedia channels -- chat, Web, email. Also, this CTI solution offers adapters for migration to cloud-based solutions like Salesforce.com without the need to purchase new licenses.

Company officials said that this solution can be deployed and made operational across an enterprise in two weeks or less, with minimal organizational disruption. And, for the users who already are using the existing Siebel CTI Connect, a direct support agreement with Syntellect is expected to provide expansion and upgrade opportunities.

Christoph Mosing, vice president of business development at Syntellect, said that CT Connect for Siebel is an example of Syntellect's ongoing investments and commitment to CTI.

"We will continue to invest and are well positioned to extend these capabilities to more CRM solutions in the market," Mosing said.