Siebel Systems, Inc.

Siebel Systems, Inc.

March 29, 2005 14:30 ET

Siebel CRM OnDemand Delivers Industry's First Prebuilt Hosted Contact Center Solution




MARCH 29, 2005 - 14:30 ET

Siebel CRM OnDemand Delivers Industry's First Prebuilt
Hosted Contact Center Solution

SAN MATEO, Calif.--(CCNMatthews - Mar 29, 2005) -

Organizations of All Sizes Can Seamlessly Manage Customer Communications
across Voice, Email, and Web Channels with Siebel CRM OnDemand Release 7

Siebel Systems, Inc. (NASDAQ:SEBL), a leading provider of business
applications software, today announced the availability of Siebel CRM
OnDemand Release 7. This release extends the capabilities of Siebel CRM
OnDemand by providing the first and only hosted contact center solution
available as a prebuilt option within hosted CRM, enabling both
enterprises and small and medium-size businesses (SMBs) to easily manage
multichannel customer communications. Industry analysts estimate that
more than 70 percent of all customer interactions occur through "live"
phone conversations or interactive voice response (IVR) interactions
alone. With the Siebel Contact OnDemand module, organizations can now
deploy a world-class contact center to manage these critical customer
interactions across sales, marketing, and service without having to
build a traditional contact center infrastructure, which requires costly
investments in hardware, software, and customization.

"Siebel CRM OnDemand Release 7 is the industry's first solution to
deliver to both enterprises and SMBs a fast-to-deploy, easy-to-use, and
highly robust hosted contact center that doesn't require additional
infrastructural investments," said Bruce Cleveland, Senior Vice
President and General Manager, OnDemand and SMB at Siebel Systems. "With
this release, Siebel Systems continues to expose the powerful
capabilities embedded in our world-class technology platform while also
further distancing ourselves from tactical, generic, hosted SFA
offerings that force customers to undertake time-consuming and expensive
customization to address basic requirements that we support out of the

"The introduction of Siebel Contact OnDemand within Ingersoll-Rand
allows us to standardize business processes across multiple customer
service centers. The results have been reductions of cost and
implementation complexity," said Rob Martens, Director of Global Front
Office Technology at Ingersoll-Rand, a leading innovation and solutions
provider for the major global markets of climate control, industrial
solutions, infrastructure, and security and safety. "The ability to
deploy and manage a completely hosted CRM solution with built-in contact
center functionality means that our businesses can focus more time on
servicing our accounts and less time worrying about integration and
development. Siebel's proven track record with existing on premise
deployments at Ingersoll-Rand, combined with the deployment options
Siebel CRM OnDemand offers, made our selection process a simple one."

The Only Third-Generation Hosted Contact Center Solution That Delivers
Maximum ROI

The Siebel Contact OnDemand solution represents the only
third-generation hosted contact center solution available today.
First-generation solutions from other generic hosted CRM vendors only
provide very limited software development kits (SDKs) and basic
application programming interfaces (APIs) for building expensive custom
integrations to third-party solutions and traditional contact center
infrastructures. Second-generation solutions, which Siebel Systems has
uniquely provided since January 2004, deliver preintegrated contact
center capabilities requiring no customization or investment in
infrastructure. With Siebel CRM OnDemand Release 7, Siebel Systems has
further raised the bar by delivering a hosted contact center solution as
a prebuilt extension to its hosted CRM offering, thus enabling more
advanced workflows, more complete visibility across functions, and
better business insight into customer communications. As a result,
organizations will be able to maximize their ROI by providing the
highest levels of service to their customers and deliver a more
consistent customer experience to drive cross-selling and up-selling.

The result of more than ten thousand hours of research and development,
Siebel CRM OnDemand Release 7 provides the following key benefits:

Complete customer communications management

-- Uniquely streamlines agent productivity with a unified
communications desktop that provides a 360-degree view of customer
interactions across voice, email, and Web channels

-- Drives consistent customer communications across sales, marketing,
and service

-- Captures real-time activities and interactions from multiple
channels in a single database

-- Provides deep customer insight with comprehensive analytics across
contact center and CRM interactions

Fast, flexible, and affordable built-in hosted contact center

-- Enables computer telephony integration (CTI), IVR, automatic call
distribution (ACD), and PBX capabilities built-in to hosted CRM
solution, eliminating need to purchase, integrate, or maintain hardware
or software

-- Enables flexibility of agents regardless of location, including
work-at-home employees

-- Delivers easily scalable capacity to meet business demand due to
promotions, seasonality, or recalls

-- Eliminates need for expensive customization to provide lowest total
cost of ownership in a single vendor solution

Highly personalized customer interactions

-- Improves customer satisfaction by routing communications based on
customer need with a rules-driven engine

-- Increases ability to deliver first-call resolution by routing
communications based on agent skill and availability

-- Delivers personalized customer experience with CTI that instantly
provides agents with customer identification and customer's profile and
purchasing history

"Our business livelihood relies on receiving product orders over the
telephone 24 hours per day," said John Congdon, Vice President of Sales
at Product Partners, a provider of home fitness and weight-loss
solutions branded under the Beachbody name. "During advertising
promotions and holidays, we count on Siebel Contact OnDemand to handle
increased and wildly fluctuating call volumes without worrying about
additional infrastructure. Because the product is completely hosted, we
can extend Siebel Contact OnDemand to our work-at-home agent community
without compromising service levels, call quality, or agent visibility."

Availability and Pricing

With Release 7, Siebel Contact OnDemand is immediately available in
North America. Pricing for Siebel CRM OnDemand bundled with Siebel
Contact OnDemand starts at $150 per user per month, with additional
telephony charges based upon usage. Additional bundles with Siebel CRM
OnDemand's Industry Editions are also available, and Siebel Contact
OnDemand is also available as a stand-alone offering that can be easily
integrated with any on premise or hosted CRM solution for $100 per user
per month, with additional telephony charges based upon usage. For more
information, visit

About Siebel Systems

Siebel Systems, Inc. is a leading provider of business applications
software, enabling corporations to sell to, market to, and serve
customers across multiple channels and lines of business. With more than
4,000 customer deployments worldwide, Siebel Systems provides
organizations with a proven set of industry-specific best practices, CRM
applications, market-leading analytics products, and business processes,
empowering them to consistently deliver superior customer experiences
and establish more profitable customer relationships. Siebel Systems'
sales and service facilities are located in more than 30 countries.

For more information on Siebel Systems solutions and services, please
visit our Web site: CRM -; OnDemand Solutions
-; Industry CRM -; Call Center and Service -; Sales Force Automation -; Marketing Automation -; Business Intelligence -; Integration Solutions -; CRM Services -

Except for the historical information contained herein, this press
release contains forward-looking statements that involve risk or
uncertainties. Future operating results of Siebel Systems may differ
from the results discussed or forecasted in the forward-looking
statements due to factors that include, but are not limited to, risks
associated with customer relations, such as the availability of Siebel
Systems' products and services, customer implementation of products and
services, relationships with customers, third-party vendors and systems
integrators, concentration of revenues in a relatively small number of
customers, existence of errors or defects in products, ability to
successfully manage growth, significant current and expected additional
competition and the need to continue to expand product distribution and
services offerings. Further information on potential factors that could
affect the financial results of Siebel Systems are included in Siebel
Systems' Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and
its other filings with the Securities and Exchange Commission, which are
available at Siebel Systems assumes no obligation to update
the information in this press release.

Siebel is a trademark of Siebel Systems, Inc. and may be registered in
certain jurisdictions. All other product and company names mentioned are
the property of their respective owners and are mentioned for
identification purposes only.


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