Cloud Lift for WebRTC Solution

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VoltDelta has implemented the Oracle Service Cloud to facilitate its new WebRTC customer support offering.

Customer service applications have rapidly evolved over the past few years. WebRTC, which is short for Web Real Time Communications, is becoming a focal point for businesses looking to streamline support operations.

This new solution will allow support agents and customers to talk to one another through a web browser while also providing a video feed through the web browser so that customers and agents can interact without additional software or plug-ins.

VoltDelta can also act as a call centre control manager, allowing calls to be distributed to agents. Since this technology is delivered through a web browser, customer service inquiries can be routed to agents who work from home or within a call centre office.

The company has also integrated into Oracle’s CRM, which gives customer support agents a complete rundown of customer’s profile. The CRM also gives agents a database of work-related notes that can allow them to find a resolution for the customer more quickly.

The Oracle Service Cloud is built to allow call and message handling. This gives agents the ability to preview their call queue and manage their workloads.

The new offering can allow users of tablets, desktops, laptops and other mobile devices to begin performing call centre duties, as soon as they log in. In fact, all that an agent has to do is log in and select “Ready.”

“Oracle’s WebRTC session controller with Oracle Service Cloud is designed to deliver Web-to-SIP network interoperability and enterprise-grade reliability and security,” said Paul Rutherford, CTO of VoltDelta. “VoltDelta’s integration with Oracle’s WebRTC resource and Service Cloud means that new forms of engaging multichannel contact over IP networks will offer customer care and cost-saving benefits.”

For more information about VoltDelta, visit their website.

Author: Megan Jones

Published On: 24th Jun 2015 - Last modified: 22nd Mar 2017
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