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Siebel eMail Response Administration Guide > Overview of Siebel eMail Response >

Working with Siebel Applications

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Siebel eMail Response can be used with any Siebel application, such as Siebel Sales, Siebel Marketing, Siebel Service, and Siebel Call Center.

Siebel Sales

Agents can generate opportunities from Siebel eMail Response that are accessed by sales representatives.

Siebel Marketing

Companies need to be prepared to handle the large quantities of inbound messages generated as a result of large outbound email campaigns. Siebel eMail Response processes customer responses to the campaign and outgoing messages that are returned to your company because of incorrect email addresses or overloaded email servers, using the same routing rules defined for the rest of your company.

Siebel Service

Siebel Service schedules service requests, installations, projects, and preventive maintenance activities and dispatches them to the right person. When customers send email requesting a service call status or a change request, Siebel eMail Response routes email to the correct field agents, allowing them to respond and adjust their schedules immediately.

Siebel Call Center

A unified, multichannel desktop application with voice, email, and fax channels. The Siebel Call Center base application includes Siebel Service, Siebel Sales, and the eMail Response optional module. When logged on to Call Center, an agent can use any available channel to communicate with customers. If the customer sends email, the agent replies using eMail Response. If the customer makes a phone call, the agent can switch to the voice channel and handle the phone call.

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