b+s MCA for Siebel ®

Oracle Siebel Integration for Cisco Contact Center (CCE)

Make sure your technology solutions are keeping pace with the cutting edge in contact center customer service. Our simple, powerful, and transparent Omni-Channel & CTI integration makes a difference that today’s demanding customers will notice and appreciate.

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.

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.

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 offers your business

CUSTOMER

Connect to their lifecycle

Customer service done right translates into satisfied and loyal customers

AGENT

Help them help you

Tools they need to provide a superior customer experience

SUPERVISOR

Remove the guesswork

Reports and data that facilitate optimization

Power Tools for Agents

Click-to-Dial

Account / Contact Pop-Up

Interaction Logging

Data Preview in Toolbar

Screen Transfer

Multichannel Handling

Screenshot-Siebel-Warm-Transfer-Mouse-over

The Magic of Integration

To truly grasp the value proposition of an effective integration solution, it’s important to know what’s going on behind the scenes. Making the right decisions about where to make changes is an art we’ve turned into a science.

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Feature Set

Voice Features

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

Multichannel Features

Agent chat and email state control
Utilize Cisco’s Contact Center to route Siebel email and web chat
Unified Cisco reporting for multichannel Siebel interactions
Channel blending
Multi-chat: up to six, separate, simultaneous chats
Task control
Email and chat transfers
Chat transcripts stored in Siebel