IBM announced it has integrated IBM Content Manager, a repository for storing and managing text and multimedia documents, into Siebel Systems' Call Center suite to make it easier for call service representatives to retrieve data related to customer history.
According to Teresa Whittle, IBM's worldwide marketing manager, Siebel Call Center Version 6 only displays line item information about customer interaction, but lacks the ability to store and retrieve customer documents, such as invoices. Through integration with IBM Content Manager, Siebel Call Center can be used by agents to quickly get to important documents stored in the IBM repository, if needed.
"The customer service representative now has the ability to bring up invoices, receipts and correspondence in the Siebel Call Center format," Whittle said. "Siebel itself doesn't have a content repository for this type of content."
IBM Content Manager, which has been granted Siebel certification, runs on Microsoft's Windows NT and IBM's AIX, AS/400 and System 390. It costs $15,000.
This story, "IBM ties Content Manager to Siebel's Call Center suite" was originally published by Network World.