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 transforms customer interactions by integrating controls into platforms like Oracle Service Cloud or Siebel, enabling faster, more efficient agent responses and enhancing customer service.
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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
A full agent desktop inside Oracle Service Cloud, liberating your agents to focus on their customers.
in Siebel
A simple, powerful, and transparent CTI adapter for your contact center agents.
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
- 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
White Papers
Videos
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b+s Connects for Oracle Service Cloud demo
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b+s Connects for Siebel demo
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