Siebel Contact Center & Service Solutions
SERVICE OFFERINGS
Contact Center Design & Implementation
- Contact Center Design and Configuration Reviews
- Screenpop & Flow Design & Configuration
- Agent State Flow Design
- Custom CTI Toolbar Integrations
- Adaptive CTI Integrations
Contact Center Platform Solutions
- Middleware Upgrades
- Siebel CTI Integrations
- Dialer & IVR Integrations
- IVR Data Dips
- Contact Center Application Tracking
- Contact Center Business Process Automation
- Application Tracking for Usability Analysis
Call Center Performance Monitoring, Analysis, & Tune-up
- End-to-end Contact Center Testing
- Contact Center Performance Healthchecks & Tuning
- Performance Bottleneck Identification & troubleshooting
Contact Center Telephony Analytics
- Siebel 8.1.1 Contact Center Telephony Analytics Integration
- Dashboard & Ticker (Message Broadcasting) Integrations
- Call Statistics based Reporting
RTD-enabled Guided Contact Center Business Processes
- Business Rules Configuration & Predictive Modeling
- Campaign Optimization
- ´Next Best Action´ & Intelligent Offer Suggestions
Enhanced Knowledge Management Solutions for Contact Centers
- InQuira Knowledge Management Solutions for Siebel Call Centers
- Smart Search Assistant Configuration
- Smart Solution Assistant for eMail Response
EXPERTISE
- Contact Center & Service Applications
- ORACLE’S Siebel CRM: Contact Center & Service Applications
- NEW: ORACLE’S Siebel Self-Service
- ORACLE Real-time Decisions
- NEW:ORACLE’s Siebel Chat
- Contact Center Middleware / Platform Products
- NEW: ORACLE Contact Center Anywhere (CCA) & Contact Center OnDemand (CCOD) for Siebel
- NEW: SYNTELLECT PhoneLink for Siebel
- GENESYS Voice Platform & G+ Adapter for Siebel
- Contact Center & Service Optimization
- NEW: ORACLE Real-time Scheduler (ORS) for Siebel
- NEW: INQUIRA Intelligent Search & Knowledge Manager for Siebel Contact Center
- NEW: KNOA App Tracker & EPM for Siebel Contact Center Performance Optimization
CONTACT CENTER PARTNERSHIPS
Contact centers are at the forefront of the customer-centric business model. Organizations look for contact center solutions to reduce operating costs and increase customer loyalty and employee satisfaction. Such CRM initiatives take the right mix of people, processes and technology.
Serene provides solutions that address most common business as well as technology challenges in the contact center industry. Our expertise, wealth of experience in Siebel CRM and CTI/Call Center space, and our Value Added Services using peripheral partner products allow you to turn your ‘Cost Centers’ into ‘Profit Centers.’