Oracle Service Cloud Integration

The integration of Oracle Service Cloud CRM with Bright Pattern cloud call center to drive agent productivity, improve customer experience and reduce agent load. Bright Pattern’s Oracle Service Cloud CTI features both client-side and server-side integrations.

Drive Agent Productivity

  • Easy to use user interface reduces agent training requirements. The interface is seamlessly integrated into Oracle Service Cloud CRM
  • One-click dialing with click-to-call capability saves agent time. It saves administrator’s time too, because it works out of the box, without the need to modify forms
  • Save agent time with a screen pop of the customer data coming with a call as a result of identification using Oracle Service Cloud data
  • The context of past conversations helps agents to resolve calls faster. Call history is saved complete with notes, disposition and call recording to a task or a custom object
  • The UI works with USB headsets via a built-in softphone, or through any PSTN phone number. Both options can be used by virtual agents working from home
  • Track agent performance with real-time supervision tools and historical reports
  • Inform teams about their productivity in real-time with wallboard displays
RightNow integrations call center software

Improve Customer Experience

  • A customer is identified automatically, based on search by ticket number or any other data saved in Oracle Service Cloud
  • Identified priority customers are served faster
  • Service quality is ensured with built-in call and screen recording, monitoring and grading quality management tools
  • A customer doesn’t have to repeat their information on transfer, the information follows call through transfers
  • Routinely assess customer satisfaction by specific area and pinpoint issues early with built-in post-transactional surveys attached to both service and agent performance reports

Reduce Agent Load with Automation

  • Automate frequent requests into self-service using IVR call scenarios: search, create and update data in Oracle Service Cloud in IVR scenario
  • Create voicemail cases after hours or add voice messages to existing cases
  • Capture abandoned calls in a preview campaign to call them back later during less busy hours
  • Offer virtual queuing during peak call times to reduce abandonment
RightNow integrations call center software

Learn More

We are happy to answer questions and discuss specific workflows and requirements on a live presentation online, or set up a pilot project to trial the solution without paying any license fees

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