How to Maximize ROI with Oracle Service Cloud CTI Integration

Oracle is one of the sharks in the CRM market. Several verticals have been making the best use of it for purposes like closing deals, streamlining customer engagement, building strong customer relationships, and increasing sales & profits.

Oracle is a key player in the cloud products market and understands what a modern-day business needs. This is a major reason why different businesses, including contact centers, are widely using Oracle to foster customer-business relationships.

Rolling down in the blog will help understand how businesses have been maximizing their outputs and offering a delightful experience to their customers with Oracle Service Cloud CTI integration.

How do Oracle Connectors help a business flourish?

LinkedIn, Netflix, Philips, and Intuit are multi-million dollar companies with one thing in common — they bank on Oracle’s different applications to run their operations. There are ample reasons for these tycoons to rely on Oracle. Have a look:

• 24/7 support
• Cost-effective versions
• Adaptability
• Reliability
• Scalability

How does it win? It’s quite simple because Oracle understands the key crevices of its target demography & offers them the right solutions to fix them.

Also Read: Oracle + CTI: Give Your Business The Competitive Edge It Deserves

Regardless of the scale, any business in the market doesn’t want to compromise on its database & data security. Hence, it becomes vital to integrate software that demands the least intervention from the management. That’s what Oracle has been doing.

But that doesn’t end here. Many businesses have a common pain point of being unable to deliver a seamless customer experience, and to address it comes Oracle Service Cloud CTI integration. Here’s an example to understand it.

Use Case Example: How Oracle Connector Helps Banking Contact Centers

Oracle connector displays a customer’s contact details which generally include name, previous interaction, and geolocation. Here’s the interesting part — Oracle CTI connector screen pops are configurable.

Since the customer database is wide owing to the information, it becomes easier to configure the information displayed on the screen pop.

The information may include any detail as per the requirement like the existing ticket number, mobile number, ANI number, or customer ID, as per the requirement. This makes it easier for the agent to recognize & greet the customer.

On the other hand, customers aren’t bound to repeat the query even if they call from a different number or communication channel. This is possible because the information of the caller will be fetched from different identity records.

READ MORE: 5 Benefits of Integrating CRM with Contact Center

What Are The Benefits of Integrating Oracle Connector?

Listed below are the benefits of Oracle Service Cloud CTI integration for the banking sector.

Real-time Data Access

With Oracle Service Cloud CTI integration, banking agents have access to real-time customer information within their CRM system. When customers call in, the system automatically retrieves their account details, transaction history, and other relevant data. This empowers agents to provide personalized and efficient service.

Improved Customer Experience

In the banking sector, a personalized and efficient customer experience is crucial. With Oracle Service Cloud CTI integration, agents can greet customers by name, access their history, and resolve queries faster, leaving a lasting positive impression on customers.

Streamlined Workflows

Oracle connector helps eliminate manual data entry and redundant processes. Agents can initiate calls directly from the CRM system and automatically record call logs. This results in increased efficiency and reduced errors.

Enhanced Call Routing

Intelligent call routing is a significant benefit of Oracle Service Cloud CTI integration. Calls can be routed to the most appropriate agent based on customer profiles and needs. This ensures that customers are connected with the right experts, minimizing wait times and improving first-call resolution rates.

Analytics and Reporting

The integrated solution provides valuable insights into call performance, agent productivity, and customer interactions. Banks can use these analytics to make data-driven decisions, optimize their service processes, and identify areas for improvement.

Top features of Oracle Service Cloud CTI Integration

Click to Dial

This feature allows agents to initiate calls directly from the computer system simply by clicking on the phone number.

Call Controls

Supervisors gain complete control over calls to ensure a smooth experience for customers. With the Oracle connector, they get monitoring controls like barge-in, silent whisper, agent state change, etc.

Call Logging and Recording

Oracle Service Cloud CTI integration allows for automatic call logging and recording. This helps in maintaining a record of customer interactions for quality assurance, compliance, and training purposes.

Call Routing

Oracle connector helps direct incoming calls to the appropriate agents or departments based on predefined rules or algorithms. This ensures efficient call handling and reduces call transfer times.

Wrapping Up

The Oracle connector is beneficial for the banking industry in the different ways discussed above. It breaks the silos and simplifies customer service by striking a balance between FCR and AHT. This, ultimately, refines customer experience.

NovelVox is a CMMI level-3 certified organization in the CX market. With over 15 years of experience & counting, the firm has been offering different market-leading CRM and third-party apps worldwide.

Their wide range of products includes Agent Desktops, Contact Center Wallboards, AI chatbots, and CTI connectors. Oracle Service Cloud CTI integration is compatible with Avaya, Amazon Connect, Cisco, Dialpad, Five9, Genesys, NICE, Webex, and Zoom.