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Oracle PeopleSoft CRM Integration into the Contact Center

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Contact centers for service, support, sales, and marketing are continuously seeking ways to improve customer experience and operational efficiency. Integrating the PeopleSoft CRM application into the multi-channel call center is a critical means to achieve both of these improvement objectives. Customer experience is improved through more personalized, tailored, and expanded customer service. Operational efficiency is improved through more effective processes, distributed or centralized staffing, and simpler consolidated desktop applications.

This document provides a technical integration brief explaining how the PeopleSoft CRM application can be integrated into the contact center resulting in functionality such as:

  • Screen-pops
  • Automated Logging of Events
  • Dynamic Buttons for Control of Call Activities
  • Intelligent Routing
  • And many other functions to improve operational efficiency and customer experience
Vendor:
AMC Technology
Posted:
09 May 2008
Published
01 May 2008
Format:
PDF
Length:
19 Page(s)
Type:
White Paper
Language:
English

This resource is no longer available.