EIM integration with Siebel CRM

[Sheraz Saeed Lodhi]

Hi Folks,

I have a customer who wants to integrate EIM solution with Siebel CRM solution and their basic requirement is to record all the chat, email conversation and other activities including the articles shoud save in Siebel CRM and Agent must be be able to get the info.

EIM version is 4.3.x

UCCE 8.5

[junda]

hi there

Siebel does offer email functionality directly within Siebel CRM. so to have everythign within the CRM it would be the most straigth forward approach to handle all the medias from the beginning within Siebel --> having all contact history already at the place in the CRM where your customer requests to have it.

for the voice and mail channel there is a multi channel adapter available integrating Cisco UCCE and Siebel CRM. Siebel does today not contain of a dedicated chat modul - so this isn't integrated (yet).

is chat a requirement you do face today? or as you talk about EIM "only" voice and mail?

if an approach for voice and mail would help to cover your customers requirements then i do auggest to have a look at http://www.bucher-suter.com/en/products/bucher-suter-software/siebel-integration.html.

kind regards

adrian