InStranet integrates with Siebel

InStranet reports that its Contact Centers In-Line (CCIL) application has been successfully validated by Siebel Systems. CCIL manages and automates the delivery of profile-based content and knowledge to customer touch points, such as Web self-services, call center agents and sales channels.

Siebel's multichannel offerings allow organizations to manage and coordinate customer interactions across the Web, contact centers, field sales/service force units, branch/retail networks and indirect and partner distribution channels. With this validation, customers of Siebel Systems and InStranet can now offer organizations automated delivery of profile-based knowledge in a more efficient and customer-centric manner, the companies say.

The integration of CCIL with Siebel customer-facing solutions give users a single source of both CRM information and product and service data. CCIL¹s Web self-service capabilities facilitate customers finding answers themselves and reduce the amount of calls that agents need to handle while enabling company representatives to find up-to-date, context-sensitive information relevant to the complete customer experience during a telephone call or other interaction, InStranet and Siebel claim.