IBM and Siebel Systems Help Call Centers Increase Productivity

IBM Becomes the First Content Management Vendor Validated with Siebel e-Business 2000

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ATLANTA, GA. - 26 Feb 2001: IBM (NYSE: IBM) today announced that it has teamed with Siebel Systems, Inc. (NASDAQ: SEBL), the world's leading provider of e-business applications software, to increase productivity of call centers by integrating IBM's Content Manager, V7.1 with Siebel Call Center Version 6.

The validated integration provides a comprehensive e-business solution that enables customer service representatives (CSRs) to quickly access digital versions of customer interactions conducted over multiple channels, including Web, telephone, fax, e-mail, and interactive voice response (IVR) systems. The Siebel Validation Program evaluates and documents integrated third-party solutions by putting them through rigorous technical scrutiny to ensure the highest levels of interoperability and customer satisfaction.

The IBM Content Management/CRM Services Offering can cut response times and increase productivity at customer call centers by enabling call center representatives to access customer bills, correspondences and transactions regardless of the format in which they originated.

"Customer relationships are the lifeblood for every organization," said Andrew Warzecha, vice president META Group. "Individuals that support clients, or clients doing self-service, must have access to all of the information they need to quickly respond to customer questions and concerns. This means building systems that can aggregate the relevant content into a dynamic virtual client folder regardless of whether the source is e-mail, images, Microsoft Word documents, CRM notes, reports or databases. The customer support bar is continually being raised, and those organizations that can exceed client expectations will dominate their markets over the long term."

Integrating IBM's Content Manager and Content Manager OnDemand with Siebel Call Center dramatically improves the productivity of CSRs by removing the limitations of routing paper. The solution allows CSRs to respond more quickly to requests for documents. Specifically, the IBM Content Management/CRM Services Offering saves time by using imaging technology for mail and faxes instead of paper; provides a complete view of customers' contact history; displays reference information such as statements, invoices and receipts; and attaches correspondence and reference information to the appropriate customer cases.

"The introduction of IBM Content Management Services helps bolster our already strong alliance with Siebel Systems, by giving our customers the most comprehensive CRM Solution on the market," said Scott Smith, global practice executive for Knowledge and Content Management Services, IBM. "The integration of IBM's Content Management Portfolio and Siebel e-business applications benefits our customers by giving them instant access to all relevant customer information, including bills, faxes and mail."

"IBM's Content Manager OnDemand application complements Siebel Call Center to help companies improve their customer service," said Michael Straub, technical director of Alliances at Siebel Systems. "We are committed to working closely with IBM to provide our customers with robust, feature-rich, and well integrated e-business applications."

Tryg-Baltica, one of Denmark's largest insurance companies and the third largest purveyor of life and pension products worldwide, recently implemented a solution from IBM and Siebel Systems to provide more personalized service to its customers, giving representatives faster and more complete access to policies, agreements, and claims status.

"Insurance customers demand easy and immediate access to personalized service," says Carsten Dalsgaard, director of development, Tryg-Baltica. "To continue to improve our ability to meet this demand, we have made significant investments in Customer Relationship Management (CRM) systems. We chose products from Siebel Systems and IBM, the world's two leading e-business software vendors. Our CRM project will deliver a technological quantum leap that will include electronic document management, elimination of unnecessary case processing steps, and the first step towards Web-based customer service."

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