Siebel Jumps into Voice-App Fray
By Larry Seben, www.CRMDaily.com
Siebel Systems (Nasdaq: SEBL - news) has introduced a voice-enabled application designed to let sales, marketing and service professionals access information over any phone. The move by the e-business giant further blurs the lines between telecommunications, e-business and the Web.
The new, multichannel application also furthers Siebel's efforts to reach and hold on to more customers in this highly competitive field.
Naturally Spoken Commands
The application is designed to let users navigate using naturally spoken commands, providing ease-of-use with little or no training, according to Siebel. Speaker-independent recognition, natural language and dynamic grammar capabilities are built into the application, allowing it to interact with all users regardless of speech patterns and inflections. The company said the tool is designed to work with its existing e-business applications.
Using any phone -- including wireless handsets -- sales professionals can access important information about accounts, including account history. An automatic hands-free call-out and return function lets on-the-go salespeople access information about an account, then call that account using a voice command without initiating a new call.
The application also ties into Siebel's calendar and activity manager, allowing users to review their schedule details from any phone.
Perhaps most important is the ability to bypass prompts and menu selections. As users become familiar with the application, they can navigate more quickly by interrupting the system and jumping to where they want to go, Siebel said.
Pushing Back
Siebel's is not the first voice-prompt system on the market, but the company's position as an industry leader serves notice that it is not about to be outmaneuvered in offering its customers new, desirable features. While other companies have pushed the voice-prompt envelope, Siebel is pushing back with its market position and its strength in e-business applications.
Siebel's move also puts voice technology on par with other standard features of business applications, forcing competitors to produce their own voice systems or risk losing market share.
Sales staff, because of their highly mobile nature, are a logical first target of Siebel's new technology -- but they are probably not the last. Inventory management, logistics and a host of other functions can reap benefits from hands-free voice technology, so it likely will be just a matter of time before Siebel extends into these areas.
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