Contact center toolmaker tightens ties to Siebel

A new agreement between Rockwell FirstPoint and Siebel may help shave some time off implementations in the contact center.

Contact center software maker Rockwell FirstPoint Contact Corp. this week strengthened its ties to CRM market leader Siebel Systems Inc., announcing integration between its FirstPoint Enterprise 2002 offering and Siebel 7.

Officials at Wood Dale, Ill.-based Rockwell FirstPoint said the company already shares a number of enterprise customers with Siebel, based in San Mateo, Calif. The two companies reported that FirstPoint Enterprise 2002 has been officially validated for integration with Siebel's flagship CRM system.

According to Gary Hill, director of alliances at Rockwell FirstPoint, the biggest advantage for customers will be shortened implementation times and improved overall functionality.

"Contact centers have evolved into such a strategic operation in regards to CRM," Hill said. "This integration will allow users greater ability to leverage investments in their call centers back into their CRM systems, without using middleware."

Hill estimated that the new integration should cut weeks off the time needed to deploy Rockwell FirstPoint software alongside a Siebel 7 CRM system. In the past, the process has averaged as long as two months, he said.

In terms of functionality, Hill said upgrades would include a shared, single logon for FirstPoint Enterprise 2002 and Siebel CRM software, as well as increased control of contact data that moves between the two applications. Hill said reporting capabilities working across both systems have also become more effective as a result of the new integration.

FOR MORE INFORMATION:

Read about Siebel's recent integration deal with IBM

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