Customer Relationship Management

CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way.

According to one industry view, CRM consists of helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns and generate quality leads for the sales team.

Assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes (for example, taking orders using mobile devices)Allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service

Siebel CRM is a server-based software integration solution that delivers real-time connectivity with leading contact center solutions. Contact centers can more efficiently manage customer interactions and deliver superior levels of customer service.

Through this integration, contact centers can enable telephony (CTI) functionality in the Siebel desktop including agent login, work mode, soft phone controls, caller identification, and screen population. Agents can place, receive, and transfer customer interactions with full, real-time access to Siebel customer data. Call routing can be enhanced using business rules and customer data residing in Siebel to ensure that the right customer reaches the right agent at the right time.

As Siebel Software experts Anriva develops solutions for Siebel business applications. Through the standard Siebel Communications API in the Siebel Communications Server, we provides pre-packaged integration for leading telephony solutions including Aspect, I3 (Interactive Intelligence) Avaya, Cisco, Nortel and others.

Used everyday by thousands of agents around the globe, these solutions help innovative organizations to work more effectively and deliver higher levels of customer service. We provide Project Management, CRM Strategy & Operations, End-User Training, Testing, Integration, Upgrades and Life Cycle Implementations that enable full CTI functionality in Siebel desktop providing:

  • Provide real-time agent and channel state with ANI/DNIS identification
  • Screen pop with customer information and interaction history
  • Support for leading CTI servers from Aspect, Avaya, Cisco, Nortel and other