• Welcome
  • Account
  • Sign Out
  • Sign In/Register
  • Help

Expertflow

Membership Level: Gold
95A Marghany St, Cairo,   11121 Egypt |Map It

Overview

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.

Details


Partner Membership Level

Gold


Partner Membership Location

Egypt


Main Office Location (HQ)

Switzerland


Public or Private Company

Private


Number of Employees

< 100


Solutions

Cloud Applications (Oracle Cloud Marketplace)

Cisco UCCX/UCCE to Oracle Service Cloud CTI Connector

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.


Cisco UCCX/UCCE to Oracle Service Desk CTI Connector

Provide agent and call state controls for Cisco Callcenters (UCCE, PCCE, UCCX) for Oracle Service Desk / Oracle CX/ RightNow


Cisco UCCX/UCCE to Siebel CTI Connector

Uses Siebel Communication Server's controls for agent and call state controls for Cisco Callcenters (UCCE, PCCE, UCCX)

On-Premise Solutions

Oracle Siebel CTI Connector for Cisco UCCX, PCCE or UCCE

Business Case

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

Solution Benefits

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.

Events & Success Stories

Success Stories


CIB (Commercial International Bank) of Egypt uses Expertflow's Siebel Connector with 250 agents to Cisco UCCE.




The partners listed in the Oracle PartnerNetwork (OPN) Solutions Catalog are part of the Oracle PartnerNetwork Program, however Oracle does not endorse any of the partners or their software, solutions, services or training listed on this site. Oracle disclaims any and all liability arising out of your use of the Oracle PartnerNetwork Solutions Catalog, including use of partners, software, solutions, services and training listed on the site.