Swiss Legal Protection Insurance company introduced new Siebel CTI integration

Legal Protection Insurance Company in Switzerland has introduced a new Contact center solution based on Skype for Business and technology from Luware Company and its CTI integration with Oracle Siebel CRM. We have participated on project in the consulting and implementation role of the CTI integration of Luware solution and Oracle Siebel CRM. Luware solution has replace Genesys solution which used Gplus Adaptor for integration to Siebel CRM. 

Legal Protection uses Voice channel, inbound routing and outbound calls. From CTI perspective they use screen-popup of the calling customer and created call activity, screen transfer for consultation calls and click-to-dial functionality. CTI Integration composes of three techniques. The first technique is the REST call from Luware routing service to Siebel object manager. Using REST, a call activity is created in Siebel during routing in Luware. This approach when activity is created in the background before call is delivered to an agent accelerates screen popup on client side. Second technique is URL call used from Luware agent assistant application to Siebel thin client running in Chrome browser. The third technique is click to dial functionality out of Siebel CRM. Telephone fields in Siebel are clickable links. The click on the link create URL call and invokes default application for that URL which is Luware Agent assistant application.