Oracle Service Cloud CX: CTI Toolbar
Integration between Cisco Contact Center and Oracle Service Cloud (aka Oracle CX, formerly known as RightNow).
Embedded CTI Connector toolbar within Oracle RN Customer Experience with call and agent state controls, eliminating the need for agents to switch between applications.
What sets the Expertflow solution apart from other CRM connectors is that we also provide controls for chat and digital channels. Secondly, agents can receive phone calls directly through a WebRTC webphone embedded in your CRM, without requiring a physically installed softphone or hardphone.
Customer Information Screen-pop
CTI Call controls (CCX, CCE and CUCM)
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. The agent can perform the following actions,
- Accept an incoming call
- Hold/Resume/Release call
- Consultative or blind call transfer
- Conference call.
- Call wrap-up
* blind transfer in case of CCX only supported in 11.6 or higher.
Agent State Controls (CCX and CCE)
The CTI toolbar within ServiceNow also allows the agents to manage their states. The following state controls are supported,
Login
Logout
Logout with reason code
Ready, Not Ready, Not Ready with reason code
Email & Chat/ Supervisor Features
Handle non-voice channels (chat, email, etc.) from within the CRM interface via CTI Toolbar by leveraging Expertflow Hybrid Chat.
The CTI connector has a suite of features designed specifically for supervisors.