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
The caller account popup on call arrival happens based on the caller’s phone number. The caller’s number is matched with any of the Service Cloud Contact’s phone number fields and the popup takes place within the Oracle Service Desk interface.
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, the agent can perform the following actions.
- Accept an incoming call.
- Hold/Resume/End call.
- Consult call.
- Transfer call.
- Conference call.
* blind transfer in case of CCX only supported in 11.6 or higher.
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/ 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.