Oracle Siebel Partnership
Visible Technologies® is a Gold Level member in the Oracle® Partner Network (OPN) and has recently integrated its social media monitoring, analytics and engagement platform, Visible Intelligence®, with Oracle’s Siebel CRM Application 8.1.
Siebel Customers now have a seamless way to include social media data in their customer care and sales functions. The integration between Siebel and the Visible Intelligence (VI) platform provides a consolidated view of sales and customer service across customer touch points (call center, email, Web, social, etc.). Client facing organizations can effectively manage and address the enormous volume of online conversations and consumer opinions, within their existing call center workflows. Sales teams can mine social channels for posts expressing product/service interest and identify potential leads. Loyalty program teams are able to identify potential loyalty program members and deliver proactive customer support to existing members. In addition, companies can understand their customers like never before by supplementing what is known about them with rich social insights about their interests, opinions, habits, attitudes and preferences.
The Visible Intelligence social media integration with Siebel CRM will enable enterprises to:
- Monitor and actively engage in social media conversations directly within Siebel
- Add social prospects to your lead funnel through customized searches for posts expressing purchase intent
- Generate service requests to directly respond to posts expressing problems or questions
- Identify potential loyalty program members and deliver proactive customer support to existing members
- Efficiently track, route and manage participation in social media conversations without retraining customer service agents on new third party applications, or interrupting their workflow.
- Manage brand profiles used for responses – use multiple individual accounts or a corporate account, in accordance with social policies and strategies
- Obtain a 360 view of the customer you are engaging with via aggregation of social profile and contact history
The integration of social media data into existing Siebel systems extends the value of the existing investment in Oracle for clients’ customer service, sales, loyalty and retention programs.