Siebel and Oracle Service Cloud Integration

363Siebel and Oracle Service Cloud Integration Siebel and Oracle Service Cloud Integration

Equip your agents with a seamless omnichannel CTI gadget and enhance your customer service

b+s Connects revolutionizes the way your agents interact with customers. By seamlessly integrating interaction controls into platforms like Oracle Service Cloud or Siebel, we ensure highly efficient agent responses. Dive into a solution designed for optimal communication, enhancing your customer service experience.



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Ready your agents!

Ready your agents!

Discover why hundreds of contact centers trust b+s Connects to help their agents deliver outstanding customer service.


The Unified Agent Desktop

in Oracle Service Cloud

Inbound call with screen pop
Click-to-dial from record
Consultation call
Handle email interactions
Handle chat interactions

A full agent desktop inside Oracle Service Cloud, liberating your agents to focus on their customers.

in Siebel

Inbound call with screen-pop
Click-to-dial from record
Chat interactions
Email interactions

A simple, powerful, and transparent CTI adapter for your contact center agents.

Voice Features

Voice Features

  • Screen-pop
  • Agent voice state control
  • Call control
  • Direct transfer & conference with call attached data for screen pops
  • Call detail logged inside of Siebel/Oracle Service Cloud
  • Auto wrap-up and wrap-up with reason
  • Click to dial phone numbers in CRM records
  • Support for Cisco Outbound Option
  • Support for Cisco Mobile Agent
Omnichannel Features

Omnichannel Features

  • Agent chat and email state control
  • Utilize Cisco’s Contact Center to route emails, tasks and chats
  • Unified Cisco reporting for multichannel interactions
  • Email and chat interaction control
  • Chat transcripts stored in Oracle Service Cloud / Siebel
  • Channel blending*
  • Multi-chat: up to six, separate, simultaneous chats*
  • Task control*
  • Email and chat transfers*

*Please note these features are only available in Siebel

Resources

Fact Sheets

White Papers

Videos

  • b+s Connects for Oracle Service Cloud demo

  • b+s Connects for Siebel demo

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