Oracle Service Cloud CTI Integration

ORACLE CLOUD INTEGRATION SERVICES

BeInContact Call Center Software integrates natively with Oracle Integration Cloud to deliver a powerful, unified solution for your customer communication strategy, providing high-performance voice channel routing engine to handle every interaction with precision and efficiency.

As a result, Customer Service operators can manage daily Inbound and Outbound calls within a single, centralized platform, where agents have instant access to complete customer profiles and interaction history, enabling faster resolutions and superior customer experience.

ORACLE SERVICE CLOUD INTEGRATION FOR BETTER AGENT EXPERIENCE

Unlock the full potential of the BeIncontact Agent Desktop directly within your Oracle environment. Integrate the CTI Phone bar within the oracle call center layout to manage incoming communications efficiently, giving operators real-time access to interaction history, CRM data, and customer profiles at every touchpoint, with full contextual information already on screen and improved information sharing across the team.

Getting started is straightforward: deploy all these features through a ready-to-use add-in and native connector, with no coding or development skills required.

UNIFIED REPORTING VIA ORACLE SERVICE CLOUD

BeInContact transmits all interaction data directly into Oracle Service Cloud, consolidating customer contacts and support requests in a single database.

At the end of each communication our platform passes key parameters directly into CRM objects, including duration, type, channel, outcome, queue and wait times, IVR selections, and more. Supervisors and team leaders can then access service metrics directly from their dashboards, turning historically quantitative data into meaningful qualitative insight.