b+s Connects Harmony for Oracle CX ®

Oracle CX Integration for Cisco Contact Center (CCE & CCX)

Agents can serve customers through a streamlined Omni-Channel & CTI gadget integrating Oracle Service Cloud and Cisco Unified Contact Center (CCE & CCX).

Ensure agents are responsive and effective by placing interaction control inside of the Oracle Service Cloud. The gadget streamlines contact handling by providing quick access to agent tools, which improves efficiency, and alleviates the need to tab constantly between multiple windows.

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Agents can serve customers through a streamlined Omni-Channel & CTI gadget integrating Oracle Service Cloud and Cisco Unified Contact Center (CCE & CCX).

Ensure agents are responsive and effective by placing interaction control inside of the Oracle Service Cloud. The gadget streamlines contact handling by providing quick access to agent tools, which improves efficiency, and alleviates the need to tab constantly between multiple windows.

 
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Delight Customers

Getting it right the first time is priceless. Because customers must come first, ensuring technology empowers business to be responsive to customers will mean so much to them in the long run.

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Drive Efficiency

The customer is king. At the end of the day, though, you are running a business. Working fast, effective, and smart are key principles to follow when implementing new technology.

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Provide Proactive Service

Being on time is being late. Today’s customers expect service before they need it. Crystal balls are hard to come by: make anticipating customer needs a priority by obtaining the right solutions. 

What b+s Connects Harmony has to offer your business

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AGENT

Help them help you

Tools they need to provide a superior customer experience

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SUPERVISOR

Remove the guesswork

Reports and data that facilitate optimization

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ADMINISTRATOR

Make their lives easier

Software that is easy to maintain and frees IT for other things

The Customer Journey as it should be

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Personal

Connect to customers in a whole new way

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Effortless

Provide hassle-free customer service by streamlining agent workflow

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Relevant

Deliver the kind of service customers now expect

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Any Channel

Put customers in charge of how and when they connect

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Proactive

Responding to customers before they know they need help is gold

It's All About the Experience

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Click to Dial

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Account / Contact Pop-Up

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Interaction Logging

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Data Preview in Media Bar

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Screen Transfer

Feature Set

  • 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
  • Support for Cisco Outbound Option
  • Support for Cisco Mobile Agent
  • 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

Demo Video

Demo - Connects Harmony

Find out more about the difference that makes a difference.

Want to see a demo? Get detailed technical information? Chat with one of our integration gurus?