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.

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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.

 
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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 offers your business

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CUSTOMER

Connect to their lifecycle

Customer service done right translates into satisfied and loyal customers

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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

Power Tools for Agents

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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 Toolbar

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Screen Transfer

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Multichannel Handling

Architecture MCA Siebel Integration

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.

Feature Set

  • 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
  • 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

Resources

Demo Video

Demo - MCA for Siebel

Learn more about the b+s MCA for Siebel connector today!

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