Oracle is probably the most complete software solution out there. After their acquisition of Cerner, the Texas-based tech giant has become even more exhaustive. One tap on the Product section on the Oracle website and you will know the range of software, infrastructure, and tools Oracle has under its belt. From Enterprise Resource Planning software to cloud computing solutions, there is not much that Oracle can’t do.
Yet there are a few instances where an integration or two can render Oracle even more powerful.
We are talking about the Oracle CTI Connector, a logical network element or a back to back user agent that serves as a bridge between two disparate systems.
Before we get into it, however, let’s first understand some of the major solutions offered by Oracle.
Oracle Cloud Infrastructure
Oracle Cloud Infrastructure (OCI) is a platform consisting of a range of cloud services that enable you to build and run a range of high-performance applications in a cloud environment.
OCI was launched in 2016 and since then Oracle has expanded its cloud infrastructure to more than 70 services.
Oracle Cloud Infrastructure (OCI) is a comprehensive cloud computing platform provided by Oracle. It offers a suite of services that allow organizations to build, deploy, and manage various types of applications and workloads in a highly scalable, secure, and reliable environment.
Here are some key aspects of Oracle Cloud Infrastructure:
- Compute Services: OCI provides virtual machines (VMs) and bare metal instances, allowing users to run applications and workloads on a variety of computing resources.
- Storage Services: OCI offers scalable and durable storage options, including block storage for VMs, object storage for large amounts of unstructured data, and file storage for shared file systems.
- Networking: OCI provides a robust networking infrastructure, allowing users to create virtual networks, set up private and public subnets, and connect to on-premises data centers securely.
- Database Services: OCI includes fully managed database services, supporting various database engines like Oracle Database, MySQL, and others.
- Security: It includes features such as identity and access management, network security, encryption, and compliance certifications to help users protect their data and applications.
- Autonomous Services: OCI offers autonomous services, such as the Autonomous Database, which leverages machine learning to automate database management tasks like tuning, patching, and scaling.
- Developer Tools: OCI provides a range of tools and services for developers, including a variety of programming languages, development frameworks, and integration with popular DevOps tools.
- Analytics and AI Services: OCI includes services for analytics and artificial intelligence, allowing users to gain insights from their data through tools like Oracle Analytics and integrate machine learning capabilities into their applications.
Overall, Oracle Cloud Infrastructure is designed to meet the diverse needs of organizations, offering a comprehensive set of cloud services to support a wide range of applications and workloads. With Oracle CTI connector, you can connect any of the various Oracle modules with your telephony system and streamline customer interactions.
Oracle Cloud Applications
Besides a flexible cloud infrastructure, Oracle also offers a number of cloud-based applications ranging from enterprise resource planning, data management, human capital management to advertising and customer experience.
Oracle Cloud Applications are where Oracle CTI connectors shine.
Here are a few of the Oracle Cloud Applications that CTI Connectors work with to deliver seamless operations:
Siebel: Siebel is an enterprise level CRM application with extraordinary scalability and performance. It is also highly modifiable and capable of a range of integrations with an open-source architecture, allowing for a fully customizable and personalized customer experience.
Siebel can be customized as per the agency with a focus on improving customer experience across sectors.
With Oracle Service Cloud CTI integration in place, Siebel CRM becomes even stronger and faster..
Fusion: Fusion is yet another powerful CRM from Oracle. It is a cloud-based application which means even more customization and scalability options come with it. Using the latest technology and based on the best practices from Oracle’s customers, Oracle Fusion is an open standard-based application that allows businesses to scale and develop at an innovative pace.
Oracle Fusion comes in a complete suite. You can choose to have a single module, a product family or the entire suite, as per your requirements. You can also have customizations done with the applications to suit your business needs.
And of course, you can integrate a CTI Connector with Siebel to make the most out of the application.
Oracle CTI Connector: The Advantages
Oracle is a wide-spread web interconnected applications and software solutions. Each application and solution come with their own environment. WIth a CTI connector, you can connect any of these environments with your telephony system and enjoy seamless connectivity and improved efficiency.
A CTI connector essentially upgrades the way you make and receive calls to your customers or prospects. When you integrate a CTI connector with your Oracle environment, you bring a digitized telephony system to the Oracle UI and enable features like ScreenPop and Click to Dial, further improving efficiency and agent productivity.
Redefine Call Management
Reimagine how you connect with your customers over call with one simple integration. Bring your telephony system to your Oracle UI and make and receive calls without having to leave the screen. What’s more? You can quickly connect with your customer with one click, thanks to the Click to Dial feature that gets enabled with CTI integration.
You also get quick and comprehensive access to all the relevant customer data as soon as you connect with your customers. The ScreenPop feature gives you every little data you need to lead a contextual and empathetic conversation with your customers.
Amp Up Agent Productivity
Let your agents save time and effort and focus on delivering impeccable customer service across the board. With a CTI connector in place, agents don’t have to manually scavenge through customer data or secure relevant information at the right time. It all comes to them automatically. Agents simply have to focus on understanding the context with the provided automated ScreenPop of information and connect with the customers on a human level.
Optimize Workflows and Processes
Last but not least, CTI connectors significantly improve workflows and optimize processes to ensure improved FCR and AHT. CTI integration brings advanced technology that simplifies contact center workflows and enhances the processes to be more efficient and valuable.
You can also customize your workflows as per your unique needs in order to keep the screen toggling to a minimum.
Wrapping Up!
Oracle is a complete solution in its own right. Nevertheless, the Oracle CTI connector can improve upon its functionalities and performance. Any integration that helps you save time and manual labor while streamlining operations can dramatically improve the performance of your software solution or cloud architecture. Same with the CTI integration for Oracle. If you are looking to make your Oracle Cloud Service, Siebel, or Fusion faster and more efficient when it comes to connecting with your customers, get yourself a CTI connector.
