Smiddle Siebel CRM Connector

The Smiddle Siebel CRM Connector is a software solution offered by Smiddle that aims to seamlessly integrate Cisco contact center and Siebel CRM. According to the vendor, this integration allows contact center agents to efficiently handle voice calls, chats, and video calls directly within the CRM interface. The product caters to businesses of all sizes and is widely used by contact center agents, customer service representatives, sales representatives, as well as professionals in the telecom and financial services industries.

Key Features

Voice Calls in Siebel: According to the vendor, this feature empowers agents to manage call status, initiate and receive calls, transfer calls to other operators, open client cards from CRM, make calls directly from customer records, transfer call information to CRM through CallVariables, maintain call routing functionality on the Cisco CCE side, and save call records (if connected to Smiddle Recording).

Chats in Siebel: Through integration with Smiddle Omnichannel, agents can receive messages from clients across various instant messengers and website web chat directly within Siebel. According to the vendor, agents can connect chatbots to handle standard queries, manage agent statuses, receive notifications about new inquiries or messages, handle multiple chats simultaneously, transfer chat information to Siebel during incoming calls, open customer cards in Siebel, communicate with clients and exchange files, transfer chats to other agents, switch dialogues between agents and chatbots, blacklist clients, assign service tags to dialogue entries, and save chat recordings using Smiddle Recording.

Video Calling in Siebel: By utilizing the Smiddle CRM Siebel Connector and Smiddle Webex UCCE Connector, this feature enables video calls within Siebel. According to the vendor, customers can initiate video calls from the company's website or mobile application, and operators can seamlessly receive these calls within Siebel. Key functionalities include managing agent status, receiving notifications about incoming calls, ensuring high call quality, transferring call parameters and client data to Siebel, automatically displaying the client's card in Siebel during incoming video calls, screen sharing, exchanging messages in Webex chat, managing video call settings and permissions, and recording video calls using Smiddle Recording.

Ease of Installation and Use: Integration is facilitated through a browser, eliminating the need for software installation on the operator's computer. According to the vendor, the connector utilizes the same def file as the standard Cisco Siebel Driver, ensuring a straightforward installation process.

Configuring Pop-up Windows with Call/Customer Information: This feature allows users to design customized pop-up windows for different types of incoming calls, enabling improved operator efficiency, enhanced customer service quality, and accurate registration and processing of customer data.

Integration with Siebel Communications Toolbar: Operators can efficiently handle customer requests within a single interface, eliminating the need to switch between multiple applications. According to the vendor, operators have access to essential functions such as call holding, call transferring, conferences, status management (Ready, not Ready), system login/logout, and other necessary features. UCCE information, including ANI, DNIS, and ECC variables, can be displayed in a pop-up window to provide a comprehensive client profile.