SIEBEL ADDS TO HOSTED CRM OFFERINGS: Nearly a month after launching a hosted customer relationship management service, Siebel Systems Inc. moved to round out its on-demand offerings with the $5 million purchase of Austin, Texas-based hosted contact-center services provider Ineto Services Inc. The acquisition ultimately allows Siebel to deliver contact-center capabilities to smaller companies that can’t afford to build the required telephony infrastructure. It also will let companies beef up call center operations to meet seasonal demand or set up a departmental call center.
In December, Siebel launched Siebel CRM OnDemand in a move to compete with rival hosted CRM provider Salesforce.com Inc. Siebel is already offering the Ineto service, renamed Contact OnDemand, as an add-on to its hosted CRM offering. The company has integrated phone-call-related information entered into Contact OnDemand with its CRM products, and in the second quarter of this year it will integrate e-mail and chat support with information in the CRM system.
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