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Communications Business Scenarios

In today's emerging technological and information world, companies are moving towards managing and interacting with their customers through a wide variety of communications channels, such as voice, email, and fax requests.

With so many communication channels, companies are faced with managing each customer interaction while meeting service levels and maximizing customer satisfaction. In addition, customers are faced with optimally staffing and training their workforce to deal with these communication channels whether through their call center, telebusiness organizations, or their sales, marketing, and service professionals.

Currently, many customers have dedicated email and fax addresses defined for specific business areas, as well as automated call distributors. Employees are assigned to poll and manage the inquiries for each communication channel. Combined with the traditional call queues for inbound voice calls, agents are tasked with managing many of these communication channels, yet they may not have any visibility to the queue status and priorities of each channel.

A universal queuing strategy can maximize productivity and customer satisfaction through every communications channel by assigning, routing, and queuing work items from many channels across a common group of blended agents. This reduces response times and customer hold times, while balancing priorities among multiple communication channels. Customers receive the best possible attention in the least amount of time.

The communications toolbar in the Siebel application allows agents to receive and manage work items from any of these channels. Siebel Universal Queuing, a licensed module that is new for Siebel 7, interacts with different Siebel Server components, such as Siebel Communications Server, to manage the many types of communication channels with the customer and proactively present them to the employee in a timely and structured manner.

In the following scenarios, Siebel Universal Queuing examines the type of the request, determines the correct handling of the request based on communication channel type and routing rules, and forwards the request to the appropriate call center agent for handling.


 Siebel Universal Queuing Administration Guide
 Published: 18 April 2003