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Siebel Systems Positioned in Leader Quadrant in Analyst Firm's Magic Quadrant for CRM Customer Service and Support Applications
[March 31, 2005]

Siebel Systems Positioned in Leader Quadrant in Analyst Firm's Magic Quadrant for CRM Customer Service and Support Applications

SAN MATEO, Calif. --(Business Wire)-- March 31, 2005 -- Thousands of Leading Organizations across All Industries Rely on Siebel Call Center and Service Solutions

Siebel Systems, Inc. (Nasdaq:SEBL), a leading provider of business applications software, today announced that it has been positioned in the Leader quadrant of Gartner Inc.'s Magic Quadrant for CRM Customer Service and Support (CSS) Applications, 2005.

The annual CSS Gartner Magic Quadrant provides guidance for organizations that are seeking to purchase, replace, or upgrade a CSS contact center solution. Gartner's ratings of CSS software packages weigh how flexibly they empower human agents to interact more intelligently with customers in real time. Gartner's Magic Quadrant positions vendors in a particular market segment based on their completeness of vision and their ability to execute on that vision.(1) According to Gartner, Leaders are performing well today, have a clear vision of market direction, and are actively building competencies to sustain their leadership position in the market.

"Today's service professionals are under pressure to improve service delivery and quality, increase customer satisfaction, and drive service revenues while decreasing operational costs," said William Hou, General Manager, Siebel Service and Call Center Products, Siebel Systems. "Siebel Systems offers the widest and most complete range of service solutions available to help service organizations to both dramatically enhance their responsiveness to customer needs and deliver a better customer experience, while realizing greater profitability. Siebel has the right technology, unmatched depth of experience, and strong partnerships to help our customers succeed."

Global Organizations Rely on Siebel Call Center and Service Applications to Provide World-Class Service

Siebel Call Center and Service solutions have helped thousands of organizations improve productivity and achieve rapid return on investment by effectively managing, synchronizing, and coordinating customer interactions across all touchpoints. Leading customers across all industries include Alcatel Internetworking, Inc.; American Suzuki Corporation; BT; DIRECTV Operations, Inc.; Farmers Insurance Group, Inc.; Ingersoll-Rand Company; Mercedes-Benz Customer Assistance Center N.V.; ProBusiness Services, Inc.; Raytheon Aircraft Company; Renault S.A.; Reuters Ltd.; RBC Financial Group; Royal Caribbean Cruises Ltd.; Staples, Inc.; Sun Microsystems, Inc.; Telecom Italia SpA; U.S. Postal Service; Virgin Mobile USA; Volvo IT North America; and Whirlpool Corporation.

Tower Hamlets Council, a London-based local government authority, is using Siebel HelpDesk, a key component of Siebel Call Center and Service applications to create a unified view of 4,500 IT users across its extensive technology infrastructure. With the Siebel solution, the council's IT Services service desk resolved 25 percent more calls compared with three months earlier, significantly increasing employee productivity and reducing the cost of service delivery. "Siebel has played a significant role in helping Tower Hamlets Council provide better employee service and significantly lower cost," said Kate Sandall, Technical Support Team Leader, Tower Hamlets Council. "It will remain the foundation of our assisted and unassisted service for years to come."

About Siebel Call Center and Service

Siebel Call Center and Service applications enable companies to deliver complete, end-to-end, multichannel customer service management. Whether a customer calls to request a new service or report an issue, Siebel Call Center and Service applications enable front-line employees to provide rapid, personalized response while quickly delivering the right information, booking new orders, or dispatching field technicians. With Siebel Call Center and Service applications, organizations can deliver world-class customer support and enable robust customer self-service while increasing top-line revenue, enhancing customer loyalty, and improving the profitability of service operations.

The complete Magic Quadrant for CRM Customer Service and Support Applications can be found at the following URL:

About Siebel Systems

Siebel Systems, Inc. is a leading provider of business applications software, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business. With more than 4,000 customer deployments worldwide, Siebel Systems provides organizations with a proven set of industry-specific best practices, CRM applications, market-leading analytics products, and business processes, empowering them to consistently deliver superior customer experiences and establish more profitable customer relationships. Siebel Systems' sales and service facilities are located in more than 30 countries. For more information about Siebel Systems, Inc., please visit

The Magic Quadrant is copyrighted March 21, 2005 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including warranties of merchantability or fitness for a particular purpose.

(1) Gartner Research "Magic Quadrant for CRM Customer Service and Support Applications, 2005" by Michael Maoz. March 21, 2005.

For more information on Siebel Systems solutions and services, please visit our Web site: CRM --; OnDemand Solutions --; Industry CRM --; Call Center & Service --; Sales Force Automation --; Marketing Automation --; Business Intelligence --; Integration Solutions --; CRM Services --

Except for the historical information contained herein, this press release contains forward-looking statements that involve risk or uncertainties. Future operating results of Siebel Systems may differ from the results discussed or forecasted in the forward-looking statements due to factors that include, but are not limited to, risks associated with customer relations, such as the availability of Siebel Systems' products and services, customer implementation of products and services, relationships with customers, third-party vendors and systems integrators, concentration of revenues in a relatively small number of customers, existence of errors or defects in products, ability to successfully manage growth, significant current and expected additional competition and the need to continue to expand product distribution and services offerings. Further information on potential factors that could affect the financial results of Siebel Systems are included in Siebel Systems' Annual Report on Form 10-K, Quarterly Reports on Form 10-Q and its other filings with the Securities and Exchange Commission, which are available at Siebel Systems assumes no obligation to update the information in this press release.

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