WDE Connector for Oracle Service Cloud

Genesys Workspace Desktop Edition integration for Oracle Service Cloud

Today, companies expect their customer service solutions to integrate into their CRM systems without expensive customization work. They require seamless integration that gives their contact center full visibility into customer data contained in Oracle Service Cloud, without extensive effort and cost. Yet, their own internal structure can make this difficult, since CTI and Siebel solutions are typically managed by two different teams and cost centers.

The Genesys Workspace (WDE) Connector eliminates the extensive OSC work usually required to customize the connection between the CRM and contact center. Keeping as much of the customization as possible within the WDE Plug-in’s scripting module reduces the total cost of the integration and allows the business to maintain control in Genesys instead of in the CRM.

The WDE Connector makes OSC a service for the contact center, allowing the CRM to control the external toolbar and WDE to control OSC. With the WDE Connector, caller data from the CRM is attached to service and sales calls in real time, so agents have the information they need to efficiently provide first call resolution.

As part of the Genesys Professional Services asset portfolio, the WDE Connector expands the footprint of Genesys Workspace, allowing it to interact with the Oracle Service Cloud Desktop and enhance agent productivity by providing screen pop, case transfer and click-to-dial functionality.

Highlights

The WDE Connector integrates Oracle Service Cloud with WDE to allow customer relationship services to be leveraged in the multichannel contact center.

The agent is able to access the appropriate customer data in real time via the caller attached data. Whether it is a service call or sales call, the customer data ensures prompt and efficient service.

Widgets can be devised to retrieve and present the information as required.

Outbound calls are initiated with full support of customer relationship information.

Features
  • Multichannel ready
  • Keep Alive Protocol between WDE and the OSC session
  • EventHandler processing (screen pop based on attached data, ANI)
  • Command Processing from Oracle Service Cloud: Make Call, Attach Data, Custom Commands
  • Management of multiple interactions inside OSC
  • No lost of interaction during OSC restart
  • Works with Genesys version 8 and above
Benefits

Supported Systems

Operating Systems: All the WDE-supported Operating Systems

Oracle Service Cloud: ver. 15 or above.