Xerox Selects Siebel eBusiness Applications for CRM
Press release from the issuing company
SAN MATEO, Calif.--Feb. 11, 2002--Siebel Systems announced that Xerox has selected Siebel eBusiness Applications as a key element of its enterprise-wide customer relationship management strategy. Xerox will use Siebel Call Center, the industry-leading application for multichannel call centers, to create a single repository to better manage customer interactions. The solution will enable Xerox's North American TeleWeb organization to more quickly respond to customer needs, thereby improving employee productivity and customer satisfaction. Xerox will also implement Siebel eChannel, Siebel Systems' comprehensive partner relationship management platform, to more tightly integrate Xerox's network of business partners and authorized dealers.
Xerox is replacing its legacy system, consisting of several separate databases and applications, with Siebel Call Center, to consolidate all customer interactions into one system. ``This will give the company's North American call center professionals a comprehensive look at all customer interactions,'' said James Lesko, President, Xerox E-business and Teleoperations. ``We will enhance productivity and customer satisfaction by enabling our virtual sales executives to handle blended service, support and sales interactions seamlessly across all channels, including the Internet, telephone and fax.''
In addition, Xerox will use Siebel eChannel to more effectively manage relationships in its network of business partners and dealers around the globe, enabling the company to easily share customer information and collaborate with its channel partners. Better coordination ensures that partners have the necessary information and skills to provide high-quality, consistent service to their joint customers, leading to increased revenues from partners.
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