What are some Best Practices for B2C Service Integration and Extensibility Frameworks?
Oracle B2C Service (OSvC) Integration and Extensibility Frameworks
This whitepaper is intended to provide best practices for the integration approaches and extensibility design patterns for Oracle B2C Service to developers, systems integrators, technical consultants and analysts.
Most customer experience centers operate in a tightly managed environment where calls are routed to agents in real time. Most agent activity involves taking orders, troubleshooting, handling returns and exchanges, or fielding account inquiries. To provide a better customer experience, they need access to information and tools across disparate enterprise applications to meet a customer’s need.
Oracle B2C Service provides frameworks, accelerators, connectors to help contact centers achieve this unified connected experience. The Oracle B2C Service platform provides a robust set of backwards-compatible open-standards-based public APIs to build both server-side and client-side integrations. The ability to integrate with other applications is one of the important benefits of the Oracle B2C Service Platform.
The B2C Service Integration and Extensibility white paper provides a detailed overview of the integration and extension capabilities available within Oracle B2C Service that provide a connected application experience to our customers.