Name: Smiddle Siebel CRM Connector
Author: Smiddle

Help Desk

Kiosk

Web and Video Conferencing

Customer Support

Agile Development

Interactive Application Security Testing (IAST)

Product Lifecycle Management (PLM)

Service Mesh

Development

Alumni Management

School Management

Education

Business Intelligence (BI)

Collaboration

Digital Rights Management (DRM)

Enhanced 911 (E911)

Operational Analytics

Enterprise

Accounting

Invoicing

Nonprofit Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Pay Equity

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Application Performance Management (APM)

Archiving

Build Automation

Cloud Storage

Composable Infrastructure

Data Integration

Data Privacy Management

Database Performance Monitoring

Email Verification

Ethernet Switches

Fraud Detection

Governance, Risk & Compliance

IP Address Management (IPAM)

Integration Platform as a Service (iPaaS)

Internet Security

License Management

Network Diagnostics

Network Performance Monitoring

Network Simulation

SQL Server Performance Monitoring

Storage Management

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Computer-Assisted Translation

Content Management

Creative Collaboration

Email Marketing

Marketing Automation

Product Sampling

Search Engine Marketing (SEM)

Social Media Management

Survey & Forms Building

Web Analytics

Website Builder

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales

API Security

Security

Construction Management

ID Card

Laboratory Information Management

Last Mile Delivery

Municipal

Nonprofit CRM

Roofing

Vertical-Specific

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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.

Starter

Team

Growth

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Smiddle Siebel CRM Connector

Customer Relationship Management applications are used to manage a company’s interactions with customers, clients, and sales prospects. 

It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

Smiddle

Sales Force Automation

This is the technique of using software to automate certain sales-related tasks.

Customer data management / contact management

The software acts as a single source for all customer data and enables users to access that data efficiently.

Workflow management

The software helps automate parts of the sales process, such as sending emails, updating contact records, and following approval processes.

Territory management

Users can defines salesperson territories based on customer or market characteristics.

Opportunity management

Integration with email client (e.g., Outlook or Gmail)

Users can perform tasks within their inbox, such as logging emails, creating contacts, and creating events.

Contract management

Users can manage contracts, with features such as digital signatures, automated alerts, invoicing, and automated workflow for contract review and approvals.

Quote & order management

Users can create, process and fulfill price quotations and sales transactions.

Interaction tracking

Users can log and track all customer interactions through any channel, including social, email, phone and in-person.

Channel / partner relationship management

The software allows for sales, territory, lead, order and account management for partners or OEM relationships.

Customer Service & Support

This component of CRM software automates help desk, call center and field service management.

Case management

This includes incident/ticket creation, routing, escalation, and resolution.

Call center management

This includes features such as call routing, recording and monitoring; call list management; autodialing; and scripting.

Help desk management

This includes trouble ticketing, knowledge base, self-service, and service level agreement (SLA) management.

This component of CRM software helps to automate and scale marketing tasks and the subsequent analysis of those efforts.

Lead management

This includes lead generation, scoring, qualification, routing, and nurturing.

Email marketing

This involves the ability to send mass email to groups of people based on particular qualifications.

CRM Project Management

This component of CRM software helps users initiate, plan, collaborate on, execute, track, and close projects.

Task management

This includes the ability to plan, track, collaborate and report on tasks.

Billing and invoicing management

This includes automated invoice creation and billing.

Reporting

Software provides a broad range of standard and the ability to build custom reports.

CRM Reporting & Analytics

Reporting and analytics in CRM software includes sales forecasting, pipeline analysis, and automated dashboards.

Forecasting

The software helps users accurately forecast sales based on volume and conversion metrics.

Pipeline visualization

Users can visualize the entire sales pipeline to identify trends, determine the effectiveness of the sales funnel, and optimize.

Customizable reports

Users can create reports and dashboards unique to their needs.

Customization

This addresses a company’s ability to configure the software to fit its specific use case and workflow.

Custom fields

Users can create custom fields to store additional information on standard and custom objects.

Custom objects

Users can create custom record types that allow them to store information unique to their organization, and link them to standard and other custom objects.

Scripting environment

Technical users can write, run, and test scripts that automate common tasks or business rules via a standard or vendor custom programming language.

API for custom integration

An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

Role-based user permissions

Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.

Single sign-on capability

The software system supports a centralized authentication mechanism allowing the user to access multiple systems with a single, centrally managed password.

Social CRM

This component of CRM software helps companies leverage social media in engaging with customers.

Social data

The software can integrate data and conversation histories from customers’ social profiles. This may also involve enhanced listening features such as sentiment tracking.

Social engagement

The software can facilitate and track engagement with customers via social channels.

Integrations with 3rd-party Software

This involves the CRM software’s ability to integrate with other systems, whether external or homegrown.

Marketing automation

The software can integrate with marketing automation software such as Eloqua, Marketo or Pardot.

Compensation management

The software can integrate with compensation management software or sales commission software such as Xactly Incent or IBM’s Varicent.

Platform

Mobile access

Users can access the CRM system via mobile or tablet device, and potentially leverage the unique capabilities of mobile devices, such as GPS and voice.

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Smiddle Siebel CRM Connector

Overview

What is Smiddle Siebel CRM Connector?