Sophisticated, closed-loop customer service solution includes functionality that spans multichannel service for all industries. Specialized features include intelligent real-time optimization and dispatch of field service resources, connected and disconnected mobile access, parts logistics, inventory management, depot repair, invoicing, and service analytics.
End-to-End Case Handling tracks customer inquiries, service requests, and complaints from creation to resolution. 360-degree customer views, provide a unified view of customer interactions across multiple channels.
Workforce Scheduling & Dispatch, optimizes field technician assignments based on availability, location, and skill set, also includes mobile support for field technicians. Asset & Warranty Tracking enable management of service contracts, warranties, and maintenance schedules efficiently.
Service Level Agreement (SLA) Tracking ensures adherence to response and resolution time commitments. Regulatory Compliance Support meets industry-specific compliance requirements (e.g., telecom, healthcare).
Our AI framework allows you to configure predictive Service & AI insights, to anticipate customer issues before they arise and AI driven business rules to route cases to the right agents. Through Sentiment Analysis you can detect customer emotions in emails or updates to prioritize urgent cases and responses.
Siebel CRM is a powerful solution for customer service and support, particularly for large enterprises that require robust case management, field service capabilities, and deep integration with enterprise systems.
Siebel Service was built from the ground up with pre-built Industry Templates e.g. Telecom - manages network service requests, outages, and customer complaints. Financial Services - handles high-touch customer support for banking and insurance. Healthcare - supports regulatory compliance for patient services and medical inquiries.
Siebel Call Center is a powerful solution that optimizes customer service and sales interactions. It equips sales, telesales, and customer service teams with the tools to support service, support, and sales interactions across all traditional customer service channels for even the most complex organizations.
Streamline your internal customer support operations and increase productivity with a help desk solution that lets contact center agents manage customer or employee issues through one central application.
Streamline your warranty processes with a complete warranty management solution that includes warranty administration, claims management, warranty settlements, supplier recovery, and business intelligence.
Automate manual processes and improve visibility into defects while reducing costs, wait times, and fraudulent and/or duplicate claims.
Support field service operations including call routing, asset management, onsite invoicing, and mobile connectivity.
Intelligently automate scheduling and routing by extending Siebel Field Service with Oracle Field Service. Optimize resource utilization and configure your service model to meet operational efficiency, cost management, and customer experience goals.
For additional functionality you can augment Siebel CRM with Oracle Service. Support multichannel incident management, complete with an integrated self-service web portal, knowledge management solution, and community forums.
Support even more channels including phone/call center, web, chat, email, and more.
Transform Customer Engagement with Cloud Contact Center Integration and AI-Driven UX. Easily integrate your cloud contact center and start to take advantage of new AI features such as AI-driven transcription.
Transcribe and capture key information automatically from customer calls. Create SRs without human intervention. This automated process not only speeds up workflows but also improves accuracy and reduces the likelihood of missed or misinterpreted details.
United Nations
1,000,000SRs / Work Orders annually
Intuitive UX improving productivity for case workers in 26 support locations
die Mobiliar
8,000users
Leading Swiss insurance company improved productivity with intuitive Open UI
SBI Card
4,500 Call Center agents
Siebel CRM is a mission critical customer servicing application. Also used by back-office agents for servicing customers.