| We have siebel with an oracle backend, works fine all our other CRM stuff talks to the client database through an oracle client through various front ends and it works quite well,
its possible to identify via account # or by the incoming phone #.
Account #is very good provided people enter there details correclty, and the incoming phone # way is (imho) horrendous due to people calling from work, other peoples places, etc and u get a lot more misses than hits.
before this happened we had the callers enter the account # and it would pop onto the display on the phone itself, also giving the agent an audible warning a call was about to drop in, this had mixed results as despite being trained we could never get it working correclty. (as correctly as they thikn it should have for the $ they think they spent)
The system works quite well now, our workforce planners equate 10 seconds less per call as being long term $$ in the bank so everyones happy, as the agents can quickly confirm who the customer is while greeting them.
ps I work for the Largest electricty/gas utility in Australia :>, kudos if you can guess who |