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A longtime leader in on-premises applications, Siebel Systems has been fighting an uphill battle in the hosted CRM space against powerhouses like Salesforce.com and hot service-centric evangelists like RightNow Technologies. With the latest release of CRM OnDemand, Siebel takes a significant step toward catching up.
The InfoWorld Test Center has an exclusive look at Siebel CRM OnDemand Release 8, including its full call-center option, Contact OnDemand.
OnDemand provides hosted SFA (sales force automation), marketing, and customer-service capabilities, along with an integrated call center, enabling companies to manage communications across customer-facing channels both in-house and remotely. Impressive IVR (interactive voice response) and skills-based routing are also part-and-parcel.
New to this release is team-based collaboration -- including record sharing and group calendaring, as well as relationship charting -- used to carve leads out of existing contacts. And for marketing …