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UCCX Siebel Connectors

Anyone have experience working with AMC on a UCCX/Siebel integration?   Any other connectors you'd recommend?

Thanks in advance,

Brian

6 Replies 6

Deepak Rawat
Cisco Employee
Cisco Employee

Try Bucher + Suiter connector

https://www.bucher-suter.com/products/crmconnectors/siebelintegration.php

Regards

Deepak

Unfortunately it appears to be for UCCE only:

"Bucher + Suter’s MCA for Siebel® is a pre-packaged integration of Siebel CRM and Cisco's Unified Contact Center Enterprise (CCE) solution"

I know it says UCCE only however I am pretty sure they have it for UCCX as well. I would recommend you to check with them directly and have a confirmation.

Regards

Deepak

I called. They don't support UCCX with Siebel. It's not even on the roadmap yet.

Hmm that might be the case then. Check below, looks like Expertflow had one for UCCX as well:

https://marketplace.cisco.com/catalog/companies/expertflow/products/oracle-siebel-crm-cti-connector

Regards

Deepak

Andreas Stuber
Level 4
Level 4

Brian,

We released our connector that works both with CCX and CCE, and works with Siebel Communication Server (the traditional approach used by most connectors).

http://www.expertflow.com/index.php/en/products/crm-cti-integration/siebel-cti-connector.html

https://www.youtube.com/watch?v=Is5a2YIN63g

In case you're looking at managing Outbound Marketing campaigns, we are currently doing the following deployment at a client of ours: A user can create and launch his outbound campaign in Siebel Marketing, and it will then control the Cisco Outbound Dialer and feed back the results to Siebel. The approach we used here are Siebel Scripts (so no packaged libraries), plus our campaign manager.

For curiosity, we did a small prototype embeddeable Siebel OpenUI5 OpenSocial Gadget within a Finesse Container. Further effort would need to be done (SSO, session management, variable transfer, Quality Assurance), but at first it looks promising. We are however not pursuing this approach actively for the time being (would do so only for a customer project) and are instead focusing on the first (SCS-based) approach with Oracle Siebel as a Frontend.

@Deepak, thanks for the recommendation!