New multimedia contact center for Swiss insurance company
3. 6. 2019
The contact center and the assistance department of Swiss insurance company successfully deployed a new contact center solution from Luware. The solution is based on Skype for Business and is integrated to a customer application based on Oracle Siebel CRM. The solution uses voice, email, fax and sms channels for communication with customers. CCW consultants and developers participated in the CTI part of the project of integration of Luware Solutions and Oracle Siebel CRM. The Luware solution has replaced the Genesys solution.
In addition to the voice channel, the contact center and assistance services also deliver e-mails, faxes, sms and alarm messages from monitored vehicles (Breakdown Call). Interactions regardless of channel are delivered according to priority to appropriate agents. From the CTI integration point of view, the following functionalities are implemented: navigation to the calling customer screen, respectively. email, create call email, fax, sms activities, screen transfer for agent consultation calls, and click-to-dial for outgoing calls. CTI integration is multilayered, the first level is backend integration between Luware and Siebel servers for incoming calls, when a call activity is created while the call is still on the IVR module. The innovation of the solution is the so-called client URL integration between the contact center agent application and the Oracle Siebel CRM thin client running in the Chrome browser. The agent application directly calls the URL links to the browser and thus directly controls the behavior of the CRM application. The advantage of client integration is its simplicity, straightforwardness and omission of complex server infrastructure. This kind integration is less prone to errors and loss of service due to simplicity.
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