Sometimes, a business can begin to make serious losses if loyal customers start leaving because they are unhappy with your service. So, if you want to make sure that your customers are served well at all times, you must be able to answer their questions and solve their problems quickly.
Most businesses have a support number so that their customers can just hop on a call whenever they need help. However, the calls can sometimes be so draining, especially if it takes several hours to satisfy the customer’s needs.
Luckily, the way that customers and businesses communicate over the phone has evolved because business owners have switched from normal software to Oracle integration for call centers.
When you combine the call center software that you normally use with Oracle service cloud, you are also putting all your customers’ information in one place. As a result, customer service agents don’t have to look through old notes or files to find the information they need to help each customer who reaches out to them. And, the outcome is that they serve all customers quickly, thus keeping them happy and satisfied.
In this article, you will find information on how combining Oracle service cloud with call-center software will help you run business operations smoothly. In addition, I will explain everything that you must know about Oracle service cloud and call center software,
Understanding Oracle Service Cloud and Call Center Software
Oracle Service Cloud is a platform that you can use to make all the interactions that you have with customers in your business run smoothly. As we all know, the customers of a business can raise complaints or ask questions about a product through channels like emails, live chats, social media, and phone calls. If these channels are not managed properly, there could be a mixup of all the data, causing a lot of confusion whenever an agent wants to help a client solve a particular problem.
Service Cloud can help you sort out all the messages or complaints that come in through all the channels of communication in your business. And, you can do that by creating different portals for each channel so that your agents can access them easily.
On the other hand, call center software is the regular tool that agents use to manage incoming and outgoing calls from customers. In addition, the software is also used to route calls to appropriate representatives just in case a customer raises a problem that is too complex to be solved by a newbie.
By using Oracle Service Cloud call center software, you will have an improved communication channel that will make engagements with your customers more successful.
That said, let us now dive deep and look at the advantages of Oracle call center integration.
Benefits of integrating Oracle Service Cloud with Call Center Software
I. Improved Customer Experience
Adding Oracle Service Cloud call center software will improve the experience of any customer who interacts with your business. By putting all customer profiles in one centralized portal, your customer care agents will have easy access to all relevant information as they talk to the customers in real time!
Another way that the integration improves customer experience is by providing a self-service option. You can set up an easy way for customers to access personal service items like product information or ask them to fill out questionnaires while waiting in a call queue.
If the personal service items you provide can solve the customer’s problem, the call volume in your center will reduce, allowing your agents to focus on more serious issues.
II. Improve Agent Performance
If you have ever been in a situation where you have to perform one task repeatedly, then you know how boring it can get. This is what all call center agents go through because they have to repeat the same procedures when making or answering calls, or when they have to solve the same problem for different customers repeatedly.
Luckily, call center integration with Oracle makes most of the processes of routing calls or entering data more automatic; therefore taking the burden off the hands of agents. In addition, the integration will allow your systems to gather all the information about customers and then put it in one portal that every agent can access just by clicking on a button.
With the customers’ data so easy to access, agents will not have to spend precious minutes switching from one system to another or looking through old notes to find whatever they need to help out a customer.
III. It Enables Businesses to Streamline Business Processes.
Whenever a customer reaches out to ask a question or report a problem, the call center software records it, and creates a “case” in the Oracle service cloud. The information recorded in every customer’s case often includes the purpose of the call, the steps that the agent took to solve the issue, and how much time it took to complete the call. Inbound call center
Now, the best thing about this is that the agents will be able to refer back to cases if a customer calls again. Moreover, the integration allows the two systems to synchronize their data; therefore, your customer information will always be up to date.
IV. Real-Time Reporting and Analysis
Oracle contact center integration makes it easy to collect real-time data on how many customers call daily, how long they wait, and how your agents perform. With this information, you can make strategic decisions to allocate resources more carefully and streamline the operations in your call center.
V. Omnichannel Operations
“Omnichannel operations” is just a fancy way of saying that your agents will be able to assist all customers regardless of the channel they used to reach out to your business. For example, if a customer sends an email saying that they have a specific problem with one of your products, the Oracle service cloud will detect the email and connect the customer to an agent who can solve that problem.
The Bottom Line
Today’s market puts a lot of focus on customers; therefore, it is important for business owners to streamline operations and improve customer service in order to succeed.
Integrating Oracle service cloud with call center software will give your business the perfect shortcut to make it run more smoothly. When you put the two systems together, you open up a way to gather all the information that you have collected about your customers and put it in one place. As a result, your customer service agents won’t get confused by looking through old notes to find information whenever they are on a call.
In addition, you will never have to worry about data getting lost or recording misinformation because you will be collecting call data in real-time.
Frequently Asked Questions (FAQs)
1. What is Oracle Service Cloud Integration?
Oracle service cloud integration involves connecting applications or data sources to centralize management and make end-to-end processes more automatic. For instance, you can integrate your call center software with Oracle service cloud to improve customer experience and make the work of your agents easier.
2. What is the main benefit of integrating Oracle service cloud with call-center software?
The main benefit of Oracle integration for contact centers is that it helps to eliminate data silos in customer support centers. Even if your agents and customers interact on different channels, the Oracle service cloud syncs the data in real time, allowing everyone in the organization to have access to the information.
3. Does Oracle Service Cloud Call Center Integration improve customer experience?
Yes, it does. One of the major benefits of call center integration to the cloud is that it improves customer service. Since most of the end-to-end processes are automated, customers are able to connect to appropriate representatives whenever they have a problem. Moreover, business representatives always have access to all relevant information for clients; therefore, they can solve problems quickly and more effectively.