Oracle Service Cloud
Customer Interaction Center™ (CIC) and Oracle Service Cloud create a tightly integrated solution that lets customers use the agent and web-facing features of Oracle together with CIC’s Interactive Voice Response (IVR), multichannel, and universal queuing and routing capabilities.
- Universal queuing of calls with all interaction types (emails, incidents, web/forms, ocial media, chats)
- Customizable screen pop of objects and data
- Media bar for quick access to call controls, presence management and interaction management
- Context rich click-to-dial within client
- Unified activity reporting
Oracle Siebel CRM
Customer Interaction Center™ (CIC) offers Siebel CRM customers a packaged solution for advanced multi-media contact center automation.
- Single, streamlined interface with access to IM and video for contact center agents
- Basic and tailored screen pops with voice and data synchronization on internal transfers
- Media bar presentation of call controls
- Configurable work item display
- Unified reporting for activity generation and time in system tracking
We’re confident knowing that we have the technology and support we need to grow our contact center while maintaining high service levels.
— Rheem Manufacturing
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