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Supporting Multitenancy

Siebel Communications Server supports the multiple-organization feature in the Siebel eBusiness Applications. This feature, called multitenancy for call centers, helps provide the contact center, including those supporting multiple channels, with flexibility to organize its work and agent resources and to control visibility of data.

Contact centers that provide outsource services to other companies, or to multiple internal entities, can support these multiple entities using multitenancy.

In an outsource contact center, agents with expertise supporting products or services from Company A, for example, would be assigned positions in the organization defined for Company A, while agents supporting Company B would be assigned positions in the organization defined for Company B.

Agents can be assigned to multiple positions in multiple organizations, according to their expertise and the contact center's operational requirements.

For more information about positions, responsibilities, and organization visibility for Siebel applications, refer to Security Guide for Siebel eBusiness Applications and Applications Administration Guide.


 Siebel Communications Server Administration Guide 
 Published: 23 June 2003