CRM INTEGRATION

Oracle Service Cloud
integration

LISTEN TO THE VOICE OF YOUR CUSTOMERS

Use the advanced BeInContact solution integrated with oracle call center software to develop the most suitable communication strategy for your company. The BeInContact solution offers together with Oracle Service Cloud a powerful routing engine on the voice channel. In this way, Customer Service operators are able, using only the Oracle Service Cloud page, to manage daily IN and Outbound calls in a single user interface; integration with Oracle Service Cloud allows operators to have all customer information on screen, thus optimizing and simplifying daily operations.

SIMPLIFIES THE EXPERIENCE OF THE AGENT

Access Oracle Service Cloud and take advantage of all the features of the BeInContact Agent Desktop. Implement the CTI Phone bar within the oracle call center layout to manage communications with your customers, also allowing the operator to manage incoming interactions accompanied by all the information recorded within the CRM, optimizing the management of the contact and information sharing. Easily implement all these features thanks to the add-in and native connector, without the need for coding or development skills.

INTEGRATED REPORTING

Thanks to the native capabilities of BeInContact, it is possible to transmit all the data relating to the interactions managed directly within Oracle Service Cloud, in order to have all the information regarding customer contacts and related assistance requests available in a single database. Therefore, at the end of each interaction, and on each configured contact channel, BeInContact is able to pass the parameters of the interaction directly within CRM objects, such as, for example, duration of the interaction, type, channel, results, queue and waiting times, IVR choices and much more. It will be possible for supervisors and team leaders to find service metrics directly from the dashboards, giving qualitative value to a series of historically quantitative data.

CRM INTEGRATIONS

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