This figure shows the following process:

  1. The customer provides their account information.

  2. The CSR searches for the customer in Siebel CRM.

  3. The customer makes a balance inquiry.

  4. Siebel CRM requests the balance summary information, balance group list, balance group services and balance details from BRM.

  5. BRM sends the information to Siebel CRM.

  6. The CSR views the information and responds to the customer's inquiry.

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