Oracle Service Cloud Contact Center Features

Bright Pattern’s omnichannel cloud call center software integrates with Oracle Service Cloud customer relationship management (CRM) software to help your call center agents and teams make the most of Service Cloud’s talk services, analysis tools, and reporting. Oracle Service Cloud interfaces directly with Bright Pattern so that contact centers using the cloud CRM can take advantage of Bright Pattern’s features without losing their existing data records and contacts.

Oracle service cloud contact center features

Scenarios and IVR technology provide:

  • Database access to Bright Pattern and Oracle Service Cloud systems
  • Service Cloud (RightNow) search, identification, and screen pop functionality
  • Web service access
  • Web application “screen pop” functionality on the user side, driven by URL query string parameters
  • Skills-based omnichannel routing of chat and voice interactions
  • Priority and media precedence
  • Multiple interaction handling per agent
  • Virtual queueing
  • Chatbot API integrations
  • Bot integrations powered by IBM Watson
  • Omnichannel recording, transcripts, and quality management
  • Call history with notes, disposition, and call recordings saved automatically to activity history
  • Agent performance reports
  • Wallboard displays Inform teams about their productivity in real-time

Agent Desktop integration offers:

  • Single sign-on for quick login to Bright Pattern and Oracle Service Cloud
  • Unified omnichannel user interface with voice, chat, email, video, and messenger
  • Built-in softphone plus external device selection for taking calls
  • One-click dialing with click-to-call capability and call control (hold, transfer, conference)
  • Directory access for internal and external contacts
  • Blended voice and chat for handling simultaneous interactions
  • Canned responses, emojis, file sharing, and location sharing in chats
  • Tickets, cases, and call recordings saved in Activity History
  • Screen pop of Oracle Service Cloud data, webpages, and contacts to agent’s screen
  • Built-in Knowledge Base with informational articles and templates
  • Real-time stats and updates via wallboard displays
  • Supervisor multichannel monitoring and grading tools

Why Wait?

We are happy to answer questions and discuss specific workflows and requirements on a live presentation online or set up a pilot project to trial the solution without paying any license fees

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