Siebel Systems and IBM Introduce Next-Generation CRM Bank Teller Solution.Business Editors/High-Tech Writers CANNES, France--(BUSINESS WIRE)--June 5, 2003 WebSphere-Based Application Combines Full-Featured Transaction Processing with Expanded Customer Information, Enhancing Service Delivery and Adding Sales and Referral Tools Siebel Systems Siebel is a brand name of Oracle Corporation. Siebel Systems, Inc., founded by Thomas Siebel in 1993, was principally engaged in the design, development, marketing and support of CRM applications. , Inc. (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :SEBL SEBL Siebel Systems, Inc. (stock abbreviation, AMEX) ) and IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) (NYSE NYSE See: New York Stock Exchange :IBM) today demonstrated a prototype of its next-generation CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. bank teller A bank teller is an employee of a bank who deals directly with most customers. In some places this employee is known as a cashier. Tellers are considered a "front line" in the banking business. application, Siebel Branch Teller, at its European User Week conference, held this week in Cannes. Developed in close collaboration with IBM, the solution reflects the evolving role of the retail bank teller as a more informed and empowered customer service agent. Siebel Branch Teller speeds banking transactions by giving tellers an expanded set of information and tools in a highly intuitive interface, while incorporating detailed customer insight and management functions and providing full-featured transaction-processing capabilities. Siebel Branch Teller enables tellers to provide highly personalized service to customers and includes prompts for cross-selling and up-selling products and services that are tailored to meet each customer's needs. Additionally, tellers are able to identify referrals and route them to other service groups for fulfillment. "Banks are recognizing that they have been under-leveraging the interaction between the teller and the customer," said Jim Hughes According to Philip Kotler,"a profitable customer is a person,household or a company that overtime,yields a revenue ." Siebel Systems also announced that the CRM component of Siebel Branch Teller--the Siebel Customer Relationship Console--will be available separately for organizations that want to incorporate customer insight capabilities into their existing teller systems or as a stand-alone component deployed throughout the enterprise. The Siebel Customer Relationship Console presents a summary view of each customer, targeted product and service offers, a referral capture tool for recording potential customer needs, and other tools to help manage the customer relationship. This component provides banks with a lightweight client with robust customer-management capabilities that can be deployed to users needing a smaller subset of traditional CRM functions. "We now have a single solution that allows our tellers to provide improved customer service, generate new business, and work more efficiently," said Peter Schliephake, CRM Project Manager, Zurcher Kantonalbank. "Instead of technology that dictates a limited set of activities, Siebel Systems is offering a breakthrough solution that enables a much broader and more effective role for our tellers." Branches Still a Key Component to Bank Success Over the past 10 to 15 years, banks and other financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. organizations have prioritized alternative customer-facing channels, including automated teller machines automated teller machine (ATM), device used by bank customers to process account transactions. Typically, a user inserts into the ATM a special plastic card that is encoded with information on a magnetic strip. , call centers, and Internet banking. Organizations believed that people would visit bank branches far less in favor of online self-service and other efficient, always-accessible banking options. While most people have embraced these alternative channels, particularly for straightforward tasks such as getting cash, checking account balances, and making deposits, they continue to visit their bank branches frequently. "A new recognition of the value of the teller-customer interaction is emerging in the banking industry--a major shift from the existing paradigm, in which tellers are constrained by the limited capabilities of rigid account- and transaction-focused systems," said Robert J. Landry, Vice President, Research and Corporate Development, The Tower Group. "Siebel Systems fully integrates CRM into the bank teller interface, arming tellers with personalized information about customers that will enable them to better respond to customer needs and more easily identify up-selling and cross-selling opportunities." From an IT standpoint, the majority of bank branches have been left behind--many running on platforms several generations old. As a result, financial organizations are beginning to give renewed attention to the branches, updating systems and reengineering processes to increase overall efficiency. IBM WebSphere and Proven Frameworks Underlie Siebel Branch Teller Solution Siebel Branch Teller combines the advanced CRM functionality of Siebel eBusiness Applications with the high performance, scalability, and integration capabilities of IBM WebSphere. This combined solution enables retail banks to update outmoded out·mod·ed adj. 1. Not in fashion; unfashionable: outmoded attire; outmoded ideas. 2. No longer usable or practical; obsolete: outmoded machinery. technology, transforming branches into customer-focused financial centers while reducing costs. WebSphere is a set of tools from IBM that allows customers to create and manage sophisticated applications based on Web technologies. A highly scalable and reliable application environment that supports open standards Specifications for hardware and software that are developed by a standards organization or a consortium involved in supporting a standard. Available to the public for developing compliant products, open standards imply "open systems;" that an existing component in a system can be replaced , WebSphere is designed for use across different technology platforms. "IBM made the strategic decision to develop this joint solution with Siebel Systems due to the extensive CRM expertise Siebel brings to the table," said Mark Greene This article is about the ER character. For other similarly-named people, see Mark Green (disambiguation). Dr. Mark Greene was a fictional medical doctor from the television series ER. He was portrayed by Anthony Edwards. , General Manager, Global Banking Industry at IBM. "Siebel Branch Teller will enable banks to optimize their interactions with the customer and increase branch profitability by delivering more personalized service at the branch." Out-of-the-Box Feature Set Enables Easy Deployment, Robust Functionality Siebel Branch Teller integrates with existing banking systems and can be deployed on a local branch server or from a centralized cen·tral·ize v. cen·tral·ized, cen·tral·iz·ing, cen·tral·iz·es v.tr. 1. To draw into or toward a center; consolidate. 2. , offsite server. Prebuilt pre·built adj. Of, relating to, or constituting a structure or a portion of a structure that is constructed or assembled before being transported to its site of installation; prefabricated: a prebuilt home. host adapters for numerous systems including MQ Series, LU0, LU6.2, CICS (Customer Information Control System) A TP monitor from IBM that was originally developed to provide transaction processing for IBM mainframes. It controls the interaction between applications and users and lets programmers develop screen displays without , and IMS (1) See IP Multimedia Subsystem. (2) (Information Management System) An early IBM hierarchical DBMS for IBM mainframes. IMS was widely implemented throughout the 1970s under MVS and continues to be used under z/OS. simplify the process of legacy system integration. Whether the bank is running Siebel CRM applications or other third-party systems, Siebel Branch Teller requires minimal deployment and integration effort. Siebel Branch Teller delivers a functionally complete set of financial transactions, as well as all of the standard account and cash-drawer management functions. In addition, numerous service functions, such as stop-payments, check orders, and requests for statement copies are incorporated into the user interface to improve service delivery capabilities. The solution is compatible with a broad array of retail banking devices, including PIN pads, receipt printers, cash dispensers, and check readers. Product Availability The Siebel Customer Relationship Console component is scheduled to ship in the fall of 2003. Siebel Branch Teller is scheduled to become available to select customers by the end of 2003, with broad availability in the spring of 2004. Supporting multiple languages and currencies, the application runs on current technology platforms, including Windows NT (Windows New Technology) A 32-bit operating system from Microsoft for Intel x86 CPUs. NT is the core technology in Windows 2000 and Windows XP (see Windows). Available in separate client and server versions, it includes built-in networking and preemptive multitasking. , AIX (Advanced Interactive eXecutive) IBM's Unix-based operating system which runs on its Intellistation workstations and pSeries, p5, iSeries and i5 server families. , and OS/390. About IBM IBM is the world's largest information technology (IT) company and provider of IT services. IBM and its partners provide their clients with a complete range of products in advanced information technology: from hardware and software through services and complex application solutions through to outsourcing projects and training facilities. Additional information about IBM can be found at www.ibm.com. About Siebel Systems Siebel Systems, Inc. is a leading provider of eBusiness 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 28 countries. Media Contacts: 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 Form 10-K A report required by the SEC from exchange-listed companies that provides for annual disclosure of certain financial information. Form 10-K See 10-K. , Quarterly Reports on Form 10-Q Form 10-Q See 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. Siebel is a trademark of Siebel Systems, Inc. and may be registered in certain jurisdictions. All other product and company names mentioned are the property of their respective owners and are mentioned for identification purposes only. |
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