Sequent has announced it is offering a performance guarantee for customers deploying large-scale Siebel 99 Call Centre applications on Sequent's NUMACenter systems as part of its full service Siebel 99 offering.
The guarantee is a contractual option backing aggressive performance level targets with up to $5 million (#3.08 million) in product and services. Recognising that fast response times are central to dynamic call centre operations in supporting the goals of integrated sales, service and marketing processes, Sequent takes responsibility for system response time to call centre agent queries and other key performance metrics as part of the guarantee.
Jeremy Lovett, CRM business manager at Sequent, said: "Sequent understands the complexity of large call centre implementations and has always taken an approach that combines hardware infrastructure and application architecture services. Now we are extending that commitment with a performance guarantee that leads the market."
Sequent has optimised Siebel 99 Call Centre applications to run on Sequent servers, including the NUMACenter platform. It has performed extensive stress testing of the Siebel 99 Call Centre product through its Solutions Integration Group, enabling Sequent to make detailed recommendations on deployment architectures that meet the most demanding availability requirements.
The NUMACenter configurations are customised to meet each organisation's unique call centre requirements.
Sequent sizes and configures each system using its Siebel Deployment Manual and produces a report with a detailed plan for the hardware, software and services to support the installation and reach the assured performance levels.
The report includes the contractual performance guarantees for the call centre environment.
According to the terms of the guarantee, if system performance levels outlined in the report are not met, Sequent will offer hardware and upgrade services free of charge to achieve the pre-determined system response and performance.
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