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Achieving Digital Transformation with Oracle's Siebel CRM

Partner Spotlight - CCW

For this Partner Spotlight we talked with Martin Piekov, CRM Division Manager at CCW s.r.o.

CCW's main focus is with Oracle CRM having over 13 years of proven experience, across more than seven European countries. They are part of the early adopter IP 2017 – IP 2019 program with 12 Siebel CRM consultants. Currently, CCW is working on 5 Siebel CRM projects.

What are your key Siebel CRM related offerings and services that are available?

  • Siebel Upgrade

  • CTI Integration with standard Contact Centers such as Genesys, Avaya and Cisco

  • CTI Integration with Skype for Business

  • Open UI Development

  • Telco and Insurance Expertise

  • bCalls, eCalls, Call Center Vertical Knowhow

What are your key Cloud (SaaS, PaaS, IaaS) offerings and services that relate to Siebel CRM?

Monit7 is a Cloud IoT GPS monitoring solution which can easily integrate with Open UI Siebel CRM. This solution is our successful startup as Call Center continually requires further integration with mobile assets. It can also be integrated with Cloud Contact Center from Genesys: PureCloud.

What other products or innovations have you created that complement Siebel CRM?

CCW has developed for their customers, a brand-new CTI Integration which does not require a Toolbar or additional server components. It is based on the Swiss Contact Center, Luware and Microsoft Skype for Business. The integration is based on client-side scripting and URL calls. It is in operation by 200 agents running the Contact Center 24x7, solving bCalls, car breaks and client assistance. 

What recent Siebel CRM customer success stories do you have to share?

CCW specializes in customer interaction processes within Siebel CRM. Here are a few of their Siebel References and Customer Case Studies: 

  • Swiss Legal Protection Insurance Company: Contact Center Solution

  • O2 Slovakia: CTI and Chat Media Integration of Genesys Workspace Desktop

  • Telecom Customer: CTI Integration of Genesys Workspace Desktop with Siebel CRM and Customer CX Solution

  • One Click Email/SMS sending from Siebel form applets

What is your vision for Siebel CRM innovation and Digital Transformation?

CCW’s vision is for more agile, stable, tighter and seamless integrations, with other solutions and services; with other cloud services and using Siebel CRM strengths with a combination of other modern cloud solutions.

 

For more information on Siebel CRM solutions and services, you can visit the CCW website.