Integration between Cisco Contact Center and Oracle Service Cloud (aka Oracle CX, formerly known as RightNow).
Customer information screen-pop
CTI Call controls
Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, agent can perform the following actions.
- Accept an incoming call.
- Hold/Resume/End call.
- Consult call.
- Transfer call.
- Conference call.
Agent State Controls
The CTI toolbar within Oracle Service also allows the agents to manage their states. The following state controls are supported,
- Not Ready
Email & Chat
Handle Cisco UCCX non-voice channels (chat, email etc.) from within the CRM interface via CTI Toolbar by leverage on Expertflow's CCX MediaRouting Engine. Parts of a chat can also be automated by using Bots such asa IBM Watson, Google Dialogflow using Expertflow's Chat framework.