Expertflow provides software around Cisco Contact centers (UCCE, UCCX or PCCE). We provide CTI integration with Oracle Siebel or Oracle Service Cloud and add Multimedia Collaboration channels and media routing to Oracle such as Chat, Email, SMS, USSD, as well as multimedia outbound campaigns that can be managed directly from Oracle.
Cisco CTI Connector for Oracle Service Cloud works as a CTI middleware and integrates it with Cisco Contact Center (UCCX, UCCE, PCCE) to enable contact center agent controls inside Oracle Service Cloud.
Provide agent and call state controls for Cisco Callcenters (UCCE, PCCE, UCCX) for Oracle Service Desk / Oracle CX/ RightNow
Uses Siebel Communication Server's controls for agent and call state controls for Cisco Callcenters (UCCE, PCCE, UCCX)
To handle calls in the contact center, Cisco provides a web based agent desktop solution Cisco Finesse. A Siebel agent must use Siebel interface for all CRM needs and must switch the window to Finesse web-desktop for handling call and agent state changes like ready, not ready. Switching between windows causes delays in call resolution, hurts agent’s productivity and user experience
EF Siebel connector provides a unified interface to agents which means that the agents won't have to switch between applications while handling Cisco contact center calls. The solution provides an embedded Driver built on a Siebel native interface for a delightful agent experience.
This CTI Driver connects Siebel CRM with Cisco call centers (CCE, CCX) so that agents can make and receive voice calls from within the Siebel application interface. The Driver supports agent-state and call-state operations.
In addition, customer account/contact pop-up on call arrival, click-2-call, support for manual/automated outbound calls, auto logging of phone call activities in Siebel, logout and not-ready reason codes, and Finesse call wrapup reasons are all available from the Siebel interface. The system logs interaction history for both inbound and outbound, under phone call activities for future references.
CIB (Commercial International Bank) of Egypt uses Expertflow's Siebel Connector with 250 agents to Cisco UCCE.
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