What are some Best Practices for OSvC Integration and Extensibility Frameworks?
Oracle Service Cloud (OSvC) Integration and Extensibility Frameworks
This whitepaper is intended to provide best practices for the integration approaches and extensibility design patterns for Oracle Service Cloud 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 Service Cloud provides frameworks, accelerators, connectors to help contact centers achieve this unified connected experience. The Oracle Service Cloud 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 Service Cloud Platform.
The OSvC Integration and Extensibility white paper provides a detailed overview of the integration and extension capabilities available within Oracle Service Cloud that provide a connected application experience to our customers.