Crossroads Customer Solutions Expands Siebel Contact OnDemand Deployment with Siebel CRM OnDemand.

Business Editors/High-Tech Writers

SAN MATEO, Calif.--(BUSINESS WIRE)--April 12, 2004

Customer Service Organization Leverages Siebel Hosted Solutions to

Further Improve Customer Service and Agent Productivity

Siebel Systems, Inc. (Nasdaq:SEBL), a leading provider of business applications software, today announced that Crossroads Customer Solutions, a leading customer service organization providing outsourced contact center services, is expanding its existing deployment of Siebel hosted applications with the selection of Siebel CRM OnDemand. Crossroads is currently using the Siebel Contact OnDemand application to support its contact center operations across multiple agent sites.

"We are in the relationship business, and as a result, we require technology that removes maintenance and support requirements and allows us to focus on building and servicing customer relationships on behalf of our clients," said Calvin Dennis, CEO, Crossroads Customer Solutions. "Our experience with Siebel Contact OnDemand has exceeded all of our expectations. The ability to now deploy a hosted CRM application that is already integrated with our hosted contact center deployment drove our decision to standardize on Siebel hosted solutions. We anticipate that Siebel CRM OnDemand will enhance the overall customer experience, as well as improve the service we provide to our clients."

Crossroads Customer Solutions is a leading customer service organization providing complete call center services for departments within large organizations, travel and hospitality organizations, financial institutions, and not-for-profit organizations. Faced with supporting the telephony needs corresponding to its clients' growth and expansion, Crossroads sought a hosted contact center solution that would provide flexibility and scalability, and minimize upfront investments in customer service applications.

Siebel Contact OnDemand, Siebel Systems' service offering for hosted voice, voicemail, email, Web self-help, and chat capabilities, was deployed to support Crossroads' unique multichannel service requirements. Crossroads is now able to leverage remote agents, allowing trained staff to work reduced shifts from offsite locations as necessary. Remote agents are regularly included on the staffing schedule, allowing Crossroads to respond to peaks in call volume as necessitated by its clients. In addition, Crossroads can assign multiple skill groups and call routing rules using Siebel Contact OnDemand's intuitive Web interface. As necessary, these routing rules can be adjusted during each shift without any complicated programming.

Siebel Contact OnDemand offers superior reporting capabilities that have reduced the time and labor necessary to generate reports, improving Crossroads' ability to share data and communicate performance metrics to its clients. The hosted solution is also at the core of Crossroads' disaster recovery capabilities. As a result of the deployment, Crossroads' clients receive uninterrupted service, regardless of circumstances that might confront the Crossroads call center. If needed, Crossroads agents can work remotely at home or while traveling.

Having experienced the benefits associated with Siebel Contact OnDemand, Crossroads sought a hosted CRM application that would allow agents to track customer records simultaneously with the handling of customer calls. Crossroads selected Siebel CRM OnDemand due to the tight integration between the two products, providing agents deep customer insight as they handle requests, leading to faster problem resolution and higher customer satisfaction. The depth of capabilities and robust functionality provided in Siebel CRM OnDemand ensured that Crossroads would be able to support the wide range of customer tracking and reporting requirements associated with a multi-client, multi-industry client base. Furthermore, the enhanced reporting capabilities translate to Crossroads' ability to support more complex, individualized billing requirements, as the company has increased access to the data that drive customer bills. Combined, these capabilities allow the company to seamlessly tailor services to each client's unique demands.

Using the combined offering of Siebel CRM OnDemand and Siebel Contact OnDemand, Crossroads has the ability to route more than 40 unique toll-free numbers through the Siebel hosted system and automatically assign service requests and ticket numbers to each incoming call, maximizing each interaction and improving customer call resolution.

Siebel Contact OnDemand and Siebel CRM OnDemand are hosted offerings priced per user per month. Customers can deploy Siebel Contact OnDemand and Siebel CRM OnDemand quickly, easily, and affordably without any upfront IT investments.

Siebel Contact OnDemand and Siebel CRM OnDemand are now available for purchase. For more information, visit www.crmondemand.com or call 866-906-7878.

About Siebel Systems

Siebel Systems, Inc. is a leading provider of business applications software, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business. With more than 3,500 customer deployments worldwide, Siebel Systems provides organizations with a proven set of industry-specific best practices, CRM applications, and business processes, empowering them to consistently deliver superior customer experiences and establish more profitable customer relationships. Siebel Systems' sales and service facilities are located in more than 30 countries.

Except for the historical information contained herein, this press release contains forward-looking statements that involve risk or uncertainties. Future operating results of Siebel Systems may differ from the results discussed or forecasted in the forward-looking statements due to factors that include, but are not limited to, risks associated with customer relations, such as the availability of Siebel Systems' products and services, customer implementation of products and services, relationships with customers, third-party vendors and systems integrators, concentration of revenues in a relatively small number of customers, existence of errors or defects in products, ability to successfully manage growth, significant current and expected additional competition and the need to continue to expand product distribution and services offerings. Further information on potential factors that could affect the financial results of Siebel Systems are included in Siebel Systems' Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and its other filings with the Securities and Exchange Commission, which are available at www.sec.gov. Siebel Systems assumes no obligation to update the information in this press release.

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