CIC Integration with Oracle Sales Cloud

The PureConnect Customer Interaction Center agent connector for Oracle Sales Cloud offers seamless information exchange for increased agent productivity and a personalized customer experience. The Oracle Sales Cloud integration is built on Customer Interaction Center's all-in-one IP communications software suite to make the integration process easy. Improved customer experience is achieved through an integrated screen-pop of the Oracle Sales Cloud webpage. Upon delivery of a call, the interface prefills with customer data related to the call.

For the user experience, the Oracle Sales Cloud interface is embedded with Customer Interaction Center's call control features, including transfer, hold, conference, disconnect, and click-to-call. These features put employees in even greater control to manage customer calls. In addition, the Oracle Sales Cloud interface can store all CIC-based inbound and outbound call details for monitoring purposes. Details can range from call source to length of call, and can include any comments that the employee adds about the conversation.