Integration with Oracle
Enhance the customer experience with one-time integration in the cloud
Take full advantage of your Oracle CRM solution and integrate it with Intelecom’s contact centre solution.
By integrating Oracle CRM with Intelecom, agents are able to view contact information, activity history and case notes for individual customers using a single interface. Empowering agents to deliver a more engaging customer experience while streamlining contact handling, improving customer retention and the bottom line.
Armed with personalized information, your agents can respond more precisely to enquiries and improve first call resolutions by taking a more proactive customer service approach.
Key Features and Benefits of Integration
- Instantly retrieve customer related information for a more personalized response
- Embedded call control capabilities means great management and productivity
- Click-to-Call any phone number in Oracle saves agent time
- Automatically log call information and populate relevant fields to save time
- Skill based routing means queries are not just answered by the first available agent but by the most qualified, first available agent
Intelecom integrated with Oracle eliminates the need to switch between applications and manually transfer data from one application to the other. Intelecom’s Click-to-Call feature enables agents to launch an outbound call directly from Oracle reducing input errors and increasing agent productivity.
CRM integrated contact centre solutions leads to tangible results including:
Single view of customer
Reduced average handle time
Improved first call resolution