White Paper: Paying the Performance Price
With hundreds of powerful out-of-the-box features, Siebel CRM solutions have become the de facto standard for delivering an advanced, dynamic and robust environment to manage customer relationships.By providing a single view of customer interactions across sales, marketing and support, Siebel's market-leading software helps organizations offer the high-value services their customers deserve.
This is true, of course, only if service representatives can access their Siebel systems quickly and effectively when dealing with customers -- this, unfortunately, is not always the case. I know I'm not the only customer who has waited on hold with AT&T Wireless while an agent tries to access my account information.
The sad truth is that no one is immune to Murphy's Law, and no matter how much effort is put into deploying their customer management solutions, they just about always come across a wild card of some sort that derails their best-laid plans.
http://www.dmnews.com/pdffiles/drostwhitepaper.pdf
