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Oracle CTI Connector
Integrate Oracle Service Cloud with your Cisco Finesse Contact Center for Better Customer Experience
15+
Years of Expertise
300+
Deployments in 20+ Countries
98.7%
Retention Ratio
Advance Call Handling with Oracle CTI Connector
to Enhance Agent Efficiency
Satisfy customer expectations and improve conversion rates with Oracle Service Cloud CTI integration. Automate workflows to deliver optimal customer service by seamlessly integrating Oracle Service Cloud with Cisco Finesse.
Strengthen Call Management
Elevate customer experience by seamlessly integrating Oracle Service Cloud with CTI connectors. Reduce call wait times and welcome customers to a personalized space by displaying caller details on an embedded CTI interface within the Oracle environment.
- Reduce agents manual obligations with easy Click-to-Dial functionality
- Additional call-handling features include all consult, call transfer, call conference, call answer, call retrieve, etc.
- Switch agents state seamlessly with CTI as a gadget within Service Cloud.
Supercharge Agent Productivity
Allow agents to provide improved customer service with advanced telephony integrations for Cisco Finesse. Save time on calls and data sourcing by seamlessly integrating Oracle Service Cloud and CTI Connectors.
- Configure screen pop flows to enable contextual conversations
- Get a detailed view of call variables
- Easily copy contact numbers to the clipboard
Ready Integrations for
Optimized Processes
Empower your agents with advanced tools and techniques and support agent-customer interactions by simplifying contact center processes and adding enhanced features. Bring in the much-anticipated conversion rates by rationalizing call handling time and resolving calls faster.
- Minimize screen toggling and promptly address customer needs from a unified interface.
- Compatible with Cisco UCCE, UCCX, PCCE, and CUCM.
- Custom screen pop flows to streamline agent tasks.
FAQ
A computer telephony integration technology that allows you to connect Oracle CRM with your existing telephony system. The integration enables agents to handle customer interactions from within the Oracle environment, hence enabling seamless interaction handling for agents.
Currently, the omni-channel interaction handling capabilities is limited to specific phone systems only, which includes Avaya and Genesys telephony systems. Since, Oracle Service Cloud CTI Connectors are available for only Cisco Finesse phone systems, the feature to handle omni-channel interactions are currently not available.
The call routing part is handled by the Cisco Finesse phone system. The connector interface only allows you to showcase the routed interaction inside Oracle Service Cloud for seamless call handling.
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