CTI Integration with Oracle Service Cloud
CTI integration solutions for Oracle Service Cloud CRM (formerly Oracle RightNow CRM) provide pre-packaged, server-based integration that delivers real-time connectivity with leading contact center solutions.
Through this integration, contact centers can enable multi-channel functionality in Oracle Service Cloud CRM desktop including telephony (CTI) softphone controls, caller identification and screen population.
Be360° provides a sophisticated integration between BeinContact (our Cloud based contact center platform) and Oracle Service Cloud.
Be360° includes an integrated phone panel within Oracle Service Cloud that agents can use to make and receive calls.
When inbound sales or service calls come in, the panel can display the incident number or the caller’s name, the phone number and other calls detail , creating a new task after the call is handled by the agent (wrap time).