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News CCW

Oracle Applications Unlimited day 2022 Frankfurt

16. 12. 2022

Oracle Applications Unlimited 2022 in Frankfurt , Germany with our focus to Siebel CRM.

Email communication in the contact center agent application integrated with the customer portal

14. 11. 2022

The telecommunications operator uses the Genesys contact center and the dedicated Genesys Workspace Desktop agent application through which agents receive all contact center interactions - calls, campaigns, chat, callbacks. The set of communication channels has been expanded to include email communication.
By adding the email channel, the operator concentrated, unified, and integrated the handling of all communication channels into one agent application, as the email channel was the only one operated in another application. CCW s.r.o. implemented the integration of the agent application and the customer web portal. Integration of the Whatsapp communication channel is expected soon.