Forrester Research has named Oracle’s Siebel CRM On Demand as a leader in record-centric customer service management software in the latest Forrester Wave Evaluation: Customer Service Management Software, Q2 May 2007. This latest Wave Report states that Oracle’s Siebel CRM On Demand is “best suited for SaaS-focused customers.”
Forrester evaluated customer service management software vendors across 180 criteria to assess strengths and weaknesses in three areas: current offering, strategy and market presence.
Oracle’s Siebel CRM On Demand provides customer record-centric functionality in an easy-to-use, low-risk and quick deployment SaaS model. Forrester has also recognised Siebel CRM On Demand for its strengths in its ability to equip customer service agents with the appropriate information to handle all aspects of the customer relationship with new capabilities from its Telephony@Work acquisition.
Oracle offers Siebel CRM On Demand industry-specific solutions for automotive, insurance, life sciences, high-tech and wealth management, “which is five more than many of its SaaS CRM competitors” according to the Forrester report.
“With Oracle CRM On Demand, organisations can deliver superior customer service with minimal overhead via a built-in virtual contact center,” says Anthony Lye, Oracle Senior Vice President, CRM On Demand. “And with our “out-of-the box” industry-specific solutions and expertise, we enable organisations to meet the precise needs of their customers without costly customisation and to accelerate the sales process and revenue increasing streams.”