IBM announced that it has teamed with Siebel Systems, Inc. to increase productivity of call cen-ters by integrating IBM’s Content Manager, V7.1 with Siebel Call Center Version 6. The integra-tion provides a comprehensive e-business solution that enables customer service representatives to quickly access digital versions of customer interactions conducted over multiple channels, in-cluding Web, telephone, fax, e-mail, and interactive voice response systems. The Siebel Valida-tion Program evaluates and documents integrated third-party solutions by putting them through rigorous technical scrutiny to ensure the highest levels of interoperability and customer satisfaction. The IBM Content Management/CRM Services Offering can cut response times and increase productivity at customer call centers by enabling call center representatives to access customer bills, correspondences and transactions regardless of the format in which they origi-nated. http://ibm.com/software/data/cm, www.Siebel.com

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