Siebel OnDemand Release Coincides With Oracle Acquisition
The upgraded offering allows users of the CRM software to integrate with Lotus Notes E-mail.
One of the things Oracle will get from its acquisition of Siebel Systems Inc. is a refreshed on-demand CRM product that includes Notes integration.
The fourth revision of Siebel CRM OnDemand to hit the market this year addresses a key hole in previous versions: Notes users will benefit from the same out-of-the-box integration that Outlook users have enjoyed for months. So one click will export contact information in an E-mail directly into the contact database in Siebel CRM OnDemand.
Users also will be able to quickly link customer records in Siebel CRM OnDemand with related E-mails in Notes, creating a more comprehensive record of contact with customers. "If we had our druthers, people would open up Siebel CRM OnDemand first thing in the morning, but it turns out they open E-mail," says Keith Raffel, group VP of Siebel CRM OnDemand products. "We're going to go with the flow."
The release also lets the 3 million-plus users of Siebel's traditional, on-premise software -- the user base that Oracle is most interested in -- tap into Siebel's Contact OnDemand service to manage their virtual call-center operations based on seasonal fluctuations. The ability to quickly add or remove call-center seats on the fly to meet anticipated spikes in call traffic had been available previously only to CRM OnDemand customers.
To take advantage of that capability, customers must pay $500 per seat for a license to get Siebel's integration connector, a piece of software that provides the link between the various releases of Siebel 7 and the Contact OnDemand application, plus $100 a month per user for a subscription to the Contact OnDemand service.
Raffel says the new capabilities are a nod to the growing demand among large companies for on-demand CRM. Companies like Bank of America, Caterpillar, Kodak, and Nokia have become Siebel OnDemand customers, and Ingersoll-Rand was particularly outspoken about wanting the Notes integration, Raffel says. Now that Siebel has given Ingersoll-Rand its wish, Siebel is anticipating that the maker of industrial and commercial equipment will significantly increase its adoption of Seibel CRM OnDemand.
5 Top Federal Initiatives For 2015As InformationWeek Government readers were busy firming up their fiscal year 2015 budgets, we asked them to rate more than 30 IT initiatives in terms of importance and current leadership focus. No surprise, among more than 30 options, security is No. 1. After that, things get less predictable.
Join us for a roundup of the top stories on InformationWeek.com for the week of December 14, 2014. Be here for the show and for the incredible Friday Afternoon Conversation that runs beside the program.