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Setting Up Siebel eCollaboration for Siebel eService

You can integrate Siebel eCollaboration with your Siebel eService Web site, offering immediate live assistance through the Siebel eService site, ensuring that responses to customer issues are accurate across all communications channels. Siebel eCollaboration allows customers browsing your Siebel eService site to obtain immediate access to live assistance from customer care representatives. Based on the preferred method of communication (a text chat, a call back over the telephone, or even a voice interaction over the Internet), customer requests are queued and routed to the appropriate agents along with real-time customer profile information. The agents can take customers on Web tours, jointly fill out forms, do product demonstrations, take control of customers' desktops, and troubleshoot customers' problems.

For specific instructions on setting up and configuring Siebel eCollaboration, see Siebel eCollaboration Administration Guide.