Oracle - Web CRM Connector for Engagement Cloud (B2B)
Mitel Networks
App Overview
Mitel's Web CRM Connector for Oracle Engagement Cloud integrates communication capabilities with your CRM software to improve the productivity of your agents, reduce costs and enhance the customer experience. Agents can click to dial, manage SMS interactions and utilise the full omnichannel contact center capability (chat and email), all from an optimised web client inside the Oracle Engagement Cloud UI.
Benefits of the Web CRM Connector for Oracle Engagement Cloud
Improve Agent Productivity
Allowing contact center agents to work predominantly within your Oracle Engagement Cloud environment enhances agent productivity.
Elevate Customer Experience
Identifies callers and links records from prior interactions so agents can provide quicker and more personalized customer experiences from the Oracle Engagement Cloud UI.
Contain Costs
Reduce interaction handling time by 10-20 seconds so you can handle more interactions with fewer agents and lower costs per call.
Features
- Incoming call detection
- Search by number or name
- Caller ID
- Screen pop
- Click-to-Dial
- Call association
- Call logging
- Omnichannel presence
- Integrated with Mitel Interaction Recording
- Manage chat
- Manage email
Compatibility & System Requirements
| Partner Version | Mitel Product | Mitel Version | Technical Documents |
|---|---|---|---|
| N/A | MiContact Center Business | Release 9.2 or later | N/A |
| N/A | MiContact Center Enterprise | Release 9.4 or later | N/A |
| N/A | Open Integration Gateway (OIG) | Release 4.1 SP2 or later | N/A |
| N/A | CloudLink APIs | N/A | N/A |
Certification
Certified: The 3rd party solution or service is interoperable with the Mitel product(s), for Products/Solutions that Mitel resells with support provided by Mitel Product Support.
How to Get
Please contact your Mitel Channel Partner/Reseller
Key Resources
Mitel CRM Connector for MiContact Center Business Brochure.pdf
Support
Support provided by the Mitel Professional Services team. Please contact your Mitel Channel Partner/Reseller to open a support ticket.
About Mitel Networks
Mitel is a global market leader in business communications. We've been helping businesses and service providers connect, collaborate and provide innovative services to their customers for over 50 years. Our innovation and communications experts serve business users in more than 100 countries.
Website:www.mitel.com