IBM call centers go online with plans to upgrade to Siebel 7

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IBM evaluated leading CRM companies along with a list of more than 1,100 business capabilities and 400 architectural criteria. Siebel was selected based on out-of-the box functionality and inherent flexibility. This allowed the project team to adopt an open standards-based, reusable architecture and an integrated methodology based on IBM middleware.

Using these open solutions IBM has already migrated more than 72 million ibm.com records from its enterprise databases into Siebel e-business Applications and IBM DB2, running on IBM eServer* pSeries with Enterprise Storage Server, code-named Shark. This scalable configuration provides large bandwidth to support high transaction volumes and capacity on demand.

"We were looking for something that would be easily adaptable to our business without a lot of modification," said Kathy Butler, vice president, IBM Global Sales Operations and Customer Collaboration. "When you bring a new application to a company this size, you don't want to spend a lot of time customizing the software. Siebel gives us the flexibility and the rich functionality we need right out-of-the-box

IBM Global Services, the world's largest technology consulting firm, and a Siebel global alliance partner, with the largest number of certified Siebel consultants, is leading the systems integration work. As a result, IBM has developed advanced tools and methodologies to help customers accelerate their CRM deployments.

Once fully installed, IBM sales and support representatives will be able to access a standardized user-interface providing access to common information.

Currently, IBM call centers are being linked with business partners, so that sales leads can be easily exchanged. Next, the system will be extended to the field sales force. This will allow sales personnel and global services consultants to review a customer's complete account history and determine potential product and services requirements before making a sales call.

IBM is planning to upgrade to Siebel 7 in mid 2002. "This is the largest and most comprehensive multichannel e-business implementation in the world to date," said Steve Mankoff, Siebel senior vice president of technical services.

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