Oracle Service Cloud Integration

NICE inContact CXone Agent for Oracle Service Cloud
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Consolidated agent desktop for fast, personalized service

NICE inContact CXone Agent for Oracle Service Cloud consolidates your customer context and contact center controls into a single interface, for more efficient agents and exceptional experiences. With quick and easy access to the tools and information they need, agents can handle more interactions in less time—and deliver more personalized service. Use your Oracle data to identify customers and connect them to the ideal agent, improving first-call resolution, and average handle time. With embedded workforce engagement (WEM) capabilities, agents can easily manage schedules, coaching and quality management. Deploy your integration in hours and scale as your business needs evolve. 

Oracle Service Cloud CRM Integration
Personalize
every interaction with holistic customer view
Increase
agent efficiency with unified agent desktop that includes embedded WEM 
Improve
decision making with unified reporting
Connect
customers to the right resource, right away
Accelerate
operational agility with a tested, pre-built integration
CXone Agent for ​Oracle Service Cloud Benefits
Personalise interactions with context
Empower agents with a 360-degree view of the customer, including insights into previous interactions, regardless of channel.
  • Synchronise interaction data and history
  • Give agents insight into the customer's journey
  • Tie back to voice call recordings
  • Save and add comments to customer records
Increase agent productivity
Seamlessly integrate your Oracle system through a consolidated agent interface, reducing agent effort and interaction handling times.
  • Integrate contact centre controls
  • Intuitive contact centre controls seamlessly integrated in the Oracle RightNow Agent Desktop
  • Simplify omnichannel interaction handling
Automate interaction handling
Ensure every contact is automatically delivered to the best available agent, based on agent skills, agent skill level, customer profile, and contact centre data.
  • Leverage customer data to optimise voice and digital interactions
  • Ensure customers are routed to the most qualified agent
  • Integrate self-service, automated workflows with your CRM
Make better decisions with unified reporting
Combine the wealth of customer information from both your contact centre and Oracle system so agents can gain advanced insight into each customer journey.
  • Improve the scope, quality and accuracy of customer data through automatic synchronisation
  • Enable agents with holistic customer data so they can determine the next best action
  • Make more informed decisions across every aspect of your business
Deploy & maintain with ease
Deploy an integrated solution in hours, not days or weeks, and apply newly developed functionality when it suits your schedule.
  • Flexibly scale and quickly deploy agents and functionality as needed
  • Eliminate costs of custom integrations
  • Quickly and easily download and apply updates or upgrades