SITEL France Relies on Siebel Call Center to Manage Up to 10,000 Customer Contacts Every Day; Global Provider of Outsourced Customer Support Helps Clients Optimize Customer Loyalty, Build Brand Value, and Maximize Sales Revenues

Business Wire, May 9, 2005

SAN MATEO, Calif. -- Siebel Systems, Inc. (NASDAQ:SEBL), the leading provider of customer-facing solutions, today announced that SITEL France is effectively managing up to 10,000 customer contacts every day using Siebel Call Center. This global provider of outsourced customer support services has deployed Siebel Call Center in France to support multilingual, multichannel in-bound contacts. The three contact centers operated by SITEL France -- in Paris, La Rochelle, and Casablanca -- are helping clients of all types optimize customer satisfaction and loyalty, build brand value, and maximize sales revenues.

"Customer service has become the number one brand differentiator in today's market," said Isabelle Bussel, Managing Director, SITEL France. "Siebel Call Center allows us to approach every customer interaction as an opportunity to build brand value and strengthen a customer relationship. Almost all of the clients that choose SITEL are aware of Siebel Systems. Combined with our ability to deploy Siebel quickly, this is a real selling point of our outsourced customer support services, especially for customer care programs."

Created 20 years ago, SITEL is a leading global provider of outsourced customer support services to clients in the automotive, consumer, financial services, insurance, technology, telecommunications, and utility industries. Launched in 1998, SITEL France operates three contact centers, provides contact center services on clients' premises, and employs more than 1,000 staff.

SITEL France has been using Siebel Call Center almost from the product's inception. Companies in the IT, telecom, finance, and health and food industries have all been drawn to SITEL's integrated, multichannel telesales and customer service support, which blends global expertise in state-of-the-art contact center technology (including VoIP and site interconnectivity) with a best-practice approach to human resources, training, project implementation, and performance management. Rapid deployment is a cornerstone of SITEL France's business: the easy-to-use, out-of-the-box functionality of Siebel Call Center enables SITEL France to launch a program in only a few days.

The company has deployed Siebel Call Center to more than 550 agents in all of its contact centers in France and Morocco. The solution provides agents with a single, comprehensive view of customers across any channel, including the Internet, telephone, post, fax, and the French Minitel communications system. On average, the company will manage up to 10,000 inbound and outbound inquiries every day and can also manage these inquiries in multiple languages, including most European languages.

The company primarily uses Siebel Call Center to provide outsourced customer care and technical support. Clients for these services span many industry sectors, including IT, telecommunications, insurance services, and food service. Using Siebel Call Center, agents have a single, comprehensive view of each end user customer's profile and the history of all communications, orders, billing, and much more. This enables agents to efficiently receive, log, and track a multitude of different service requests and resolve them within the time frame agreed to as part of the outsourced service contract.

Agents can track and correct product quality issues and manage contracts. Frequently asked questions (FAQs) and knowledge databases help accelerate inquiry resolution. SITEL recently won an award for the 24x7 technical support service it provides on behalf of a leading mobile phone operator. Within three days of this client signing the contract, SITEL had a multilingual, multichannel customer care solution live on Siebel Call Center.

About Siebel Call Center and Service

Siebel Call Center and Service applications enable organizations to interact with customers more professionally and consistently across all touchpoints, including the telephone, email, wireless devices, face to face, and over the Web. By enabling companies to deliver personalized service across all channels of communication, Siebel Call Center and Service applications enable organizations to increase customer satisfaction, reduce cost per contact, and increase overall service profitability.

About Siebel Systems

Siebel Systems is the world's leading provider of customer-facing solutions that deliver demonstrable business results and long-term competitive advantage. Siebel's multichannel offerings allow organizations to intelligently manage and coordinate all customer interactions across the Web, contact center, field sales/service force, branch/retail network, and indirect and partner distribution channels. Siebel solutions draw upon the company's best-in-class capabilities in customer relationship management (CRM), business intelligence, and customer data integration and can be deployed as licensed software or as a hosted service. Siebel solutions are tailored to the unique needs of 23 industries and incorporate industry-specific business processes, best practices, and business insight. They are the product of more than $2 billion in R&D investments and reflect over 11 years of experience with more than 4,000 organizations. Together with its extensive global network of alliance partners, Siebel provides the people, process, and technology expertise critical in driving business value from the deployment of customer-facing solutions. Over 3 million users worldwide in organizations of all sizes depend on Siebel solutions to deliver dramatic improvements in how they identify, acquire, retain, and serve customers. For more information, visit www.siebel.com.