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.
Concerto EnsemblePro includes support for automatic call distribution (ACD); predictive dialing; interactive voice response (IVR); Web chat and collaboration; and universal queuing and recording. Siebel 7 Call Center adds technology for multi-channel customer service, support and sales built on industry-specific best practices.
With the announcement of the joint offering, Concerto, of Westford, Mass., also joins San Mateo, Calif.-based Siebels Alliance Program as a "strategic software partner."
Search for more stories by Dennis Callaghan.