Besides personally approaching info desk or making a phone call, many users opt for communication via email, sms, filling online forms, via social networks, or sending certain documents/requests by mail. The solution represents a unique system for user communication and structural management of user requests in all channels.
Siebel enables integration with email server with predefined processes of incoming email processing, with possibility of customizing workflow for email processing in accordance with business processes (defining automated answers, defining key words, automatic ticket creation, ticket assignment). There is also an option of creating different email templates that enable automatic data mapping (user, contacts, request data...) into email content.
By integrating Siebel with web portal of the company, questions/requests that users sent by filling online forms on web page will be processed through Siebel CRM. Two-way integration of web portal and Siebel system enables users to view the certain set of data, as well as to update their data via web portal.
Integration with SMS interfaces of different operators enables receiving and processing of SMS requests and capability of sending answers through Siebel system, as well as providing different services through SMS channel.
Integration with Document Management system enables receipt and processing of requests through Siebel CRM system.