Oracle Service Cloud Integration
363Oracle Service Cloud Integration

Oracle Service Cloud Integration

About

Agents can serve customers through a streamlined omnichannel CTI gadget . Ensure agents are responsive and effective by placing interaction control inside Oracle Service Cloud.

Ready your agents!

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

Video poster image

The Agent Unified Desktop

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!

Feature set

Voice Features Voice Features

Voice Features

  • Agent voice state control
  • Call control
  • Direct / consultative transfer & conference with call attached data for screen pops
  • Call detail logged inside of the Oracle Service Cloud
  • Auto wrap-up and wr…
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Voice Features

Voice Features

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

Omnichannel Features

  • Agent chat and email state control
  • Utilize Cisco’s Contact Center to route email and web chats
  • Unified multichannel Cisco reporting
  • Email and chat interaction control
  • Chat transcripts are stored…
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Omnichannel Features

Omnichannel Features

  • Agent chat and email state control
  • Utilize Cisco’s Contact Center to route email and web chats
  • Unified multichannel Cisco reporting
  • Email and chat interaction control
  • Chat transcripts are stored in the Oracle Service Cloud

Resources

Videos

  • b+s Connects for Oracle Service Cloud demo

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