Improve your contact center efficiency with Genesys Adapter for Oracle CX Cloud
What is Genesys Adapter for Oracle CX Cloud?
Oracle CX Cloud customers utilizing Oracle CX Service B2C who also have deployed Genesys for contact center solutions, can integrate these systems by implementing the Pointel Adapter. Agents can engage customers to improve sales, customer retention and brand value with the Genesys Adapter for Oracle CX Cloud. The Genesys Adapter for Oracle CX Cloud unifies business systems, synchronizes inbound customer data and augments it with information. By connecting these powerful systems, customer can leverage both the systems to provide a better customer service. It helps agents become more effective by automating activities, readily present customer entered data and displaying other customer details.
Why do we need Genesys Adapter for Oracle CX cloud?
Typically, most enterprise contact centers are fronted by an interactive voice response (IVR) system. Customers enter their information (for example account number, pin) to identify and authenticate themselves. If they opt out to talk to agent, this information (Account number, customer profile, reason for call, if they have been already authenticated) will be extremely valuable for the agents to handle the customer call correctly.
Pointel’s Genesys Adapter for Oracle CX Cloud solves the above problem by bringing all the customer data into oracle CX cloud and presenting it to the agent. This helps the agent to identify who the customer is and why they are calling so they can handle the customer intent for the call appropriately.
The Toolbar provides call controls (Answer/release, hold/retrieve, Dialpad, transfer/conference, agent status Ready/Not-ready with reason codes). It effects screen pop to present customer data within Oracle desktop.
What can be done with Genesys Adatper for Oracle CX cloud?
Toolbar provides the ability to present all or selected caller center data to agent enabling the agent to know the caller and the reason for the call. Additionally, Toolbar can be configured to create an automated incident and pop the incident or pop an existing incident if that is the only incident open for the contact. If the contact is not found in the database, toolbar can create the contact and screen pop contact as well. Toolbar is highly flexible and these can be configured.
This not only enables better customer experience since customer does not have to repeat all the information but also save valuable average handle time. Screen transfer is also made along with the call.
What are the possible Cloud Services and On-Premise integrations?
- Oracle CX Service B2C
- Genesys solution (On –premises and Cloud) will be integrated with Oracle CX.
How Genesys Adapter for Oracle CX cloud is unique?
- Ability to configure customer data that need to be populated on Agent screens.
- Selective screens can be configured to be populated
- Simple and dynamic configuration changes to pop up incident, contact and other objects without refactoring code
- Configuration is done at the tool bar level
- Embedded within Oracle CX Service B2C as an extension tool bar add-in to allow agents to handle call controls.
Let us assist you to step-up your contact centre service.
