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Great Plains Beefs Up Siebel Front Office for EC

[Mississauga, CANADA] Great Plains (NASDAQ:GPSI) is shipping its Siebel Front Office 6.0, a comprehensive, Web-enabled and integrated customer relationship management (CRM) solution for midmarket customers.

The new release features significant customer-driven e-business enhancements based on Siebel eBusiness, MidMarket Edition. It includes new e-business applications such as eCustomer and eCampaigns, as well as enhancements to existing applications such as eChannel, Sales, Service, and Call Center.

The enhancements, coupled with end-to-end integration to Great Plains' e-commerce and back office applications, make it easier for customers to take advantage of the global e-business network.

"Great Plains' strategy is to seamlessly integrate our front office applications and our back office applications so that we can provide an end-to-end view of the customer lifecycle," said Don Nelson, vice president and general manager of the Front Office group at Great Plains.

"With Release 6.0's new functionality and tight integration to our back office applications, we're providing a distinct competitive advantage to customers, enabling them to take full advantage of e-business."

Enhancements have been made to virtually every major application within the product. These include eCustomer and eCampaigns.

eCustomer combines e-commerce sales and customer self-service through an integrated Web application for selling and servicing all customers.

eCampaigns allows customers to create, execute and assess e-mail and Web-based marketing campaigns. Marketers can execute personalized marketing campaigns via e-mail for one-to-one marketing and content targeting.

eMail Response, an e-mail response management system, allows agents to respond to a high volume of incoming messages. New template responses allow agents to communicate in a knowledgeable and consistent way.

CTI Complete integrates with Great Plains Front Office data to let service reps know the customer's history once the call is answered--even before the first word is spoken--increasing productivity and customer satisfaction while decreasing the length of calls.

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