Oracle Service Cloud Data Access
Your CRM data is right where you need it, thanks to our powerful scenario engine and integrated chat bots. Scenarios are what define how interactions are processed and automated. In our intuitive Scenario Builder application, system administrators can quickly build intricate workflows with drag-and-drop ease. Using scenarios, you can tap into the Oracle Service Cloud database to get accurate identification, self-service options, and automated services.
Blended Omnichannel Communications
With blended voice and chat, including SMS and messaging apps, there’s no need to switch agents between channels. Agents can chat while talking on the phone, and vice versa, all from the unified Agent Desktop. Customers and agents interact on all channels, from the same interface, helping call centers to drive tickets to resolution faster.
During active chats, agents and supervisors can attach files, send and receive location information, monitor/record conversations, and save/share conversation transcripts—all while handling multiple chat interactions, voice calls, and email cases.
Activity History Puts Conversations in Context
Our integrated Agent Desktop saves all interaction activity and places it in a central location on the desktop for agents to see. When viewing tickets, agents also see all the activity history associated with a contact. Having all information front and center helps agents to work on interactions in context, and learn more about a contact’s previous issues or conversations—all while on a chat or call.
Some of the information included in activity history includes call recordings with links to listen, transcripts, contact details, internal notes about the interaction, dispositions, scheduled follow-ups, sentiment attributes, and more. Having such information available helps agents to know the background of a customer’s request or issue, as well as work to resolve it faster.
Our powerful Scenario Builder application utilizes Oracle Service Cloud data in intricate workflows called scenarios, which automate the processing of screen pops, data searches, and more. Scenarios are programmed to “pop” Oracle Service Cloud data, tickets, or contact details to an agent’s screen when an interaction with a customer begins.
Screen pop helps agents to view useful information about tickets and contacts in their context. The contact details and interaction activity of repeat customers is saved in a running log called activity. During interactions, agents can scroll through the popped activity history of the contact, learning more about the contact’s previous questions and conversation subjects.
- Integration uses Oracle Service Cloud data to facilitate service automation, provide self-service options, and identify contacts accurately
- Blended voice and chat helps customers and agents interact on all channels
- From activity history, easily view all interaction activities, contact information, internal notes, and call recordings for each contact
- Automatically screen pop webpages and contact details to agents on a call or chat, providing context for the customer’s conversation