Siebel, Concerto Launch Joint Offering
Offering combines Siebel's call center management and Concerto's customer interaction management software.Siebel Systems Inc. and Concerto Software Inc. on Monday announced a joint offering that combines Siebels call center management and Concertos customer interaction management software. The new offering, known as Contact Center FastStart, will be jointly marketed by the two companies. It includes Siebel 7 Call Center and Concerto EnsemblePro plus integration and implementation services. The packaged offering is designed to speed up implementation of a unified customer interaction management and customer relationship management solution, according to officials of both companies.
Contact Center FastStart users will be able to access customer data from the Siebel CRM system while interacting with customers across all channels using the Concerto technology, so that they can better judge customer value during the interaction, officials said. Transactions can then be routed accordingly based on this information as well as business rules and agent skill sets.