What is the Cisco Unified Contact Center Enterprise (UCCE) Media Bar & Universal Queue Integration?
Environment:
IVR integration
Oracle B2C Service, November 2010 and newer
Resolution:
Cisco and Avaya are call center environments that will integrate with the Oracle B2C Service agent desktop, enabling multi-channel queuing, routing and call control to provide seamless personalized customer experiences via the voice channel.
Cisco desktop add-in provides:
- Embedded agent call control soft phone
- Customizable agent status
- CTI screen pop within the Oracle B2C Service agent console for telephone and email media
The Universal Queue integration server allows other media (email for example) to be integrated into UCCE/ICM and allows UCCE to become a blended media universal queuing mechanism. This mechanism will allow delivery of skills-based, multi-channel queuing and routing.
Avaya desktop add-in provides:
- Embedded agent call control soft phone through AES (Application Enablement Services)
- Customizable agent status
- CTI screen pop using SIP-AAI/UUI and VDN Port Mapping
Note: If you are interested in integrating Cisco Unified Contact Center Enterprise (UCCE) or Avaya Application Enablement Services (AES) with Oracle B2C Service, please contact your Sales Account Manager and let them know you need to discuss purchasing a Managed Services contract or Remote Product Coaching to help with your consulting needs.
