For Business Process Professionals

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	May 24, 2007 Oracle Siebel CRM Leads In Record-Centric Customer Service Management Software The Forrester Wave™ Vendor Summary, Q2 2007 by Chip Gliedman with Ian Schuler, Sharyn Leaver, William Band, Liz Herbert, Mary Ann Rogan

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Executive Summary

Oracle is intent on sustaining the Siebel leadership position in the CRM market. The Oracle Siebel CRM customer service suite is especially strong in B2B customer service environments, where its full relationship management capabilities can be exploited. The product's impressive functional breadth includes robust interaction management, field service, and workflow tools, with all customer interactions guided by underlying entitlements and corporate relationships. The product can handle complex organizational structures, supports 15 languages, and integrates with most popular telephone systems. It also boasts good industry vertical adaptations. However, application complexity, high cost, a clunky user interface, and lengthy implementation schedules are drawbacks. The product is best suited for buyers that value advanced functionality tailored for specific industries and plan to use the other components of the Siebel product line to manage other CRM functions such as sales and marketing.

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