Oracle CRM & Integrations for Call Centers
Agents can engage quickly to understand the customers’ needs and solve problems—utilizing the power of real-time customer data to drive greater business results.
Digitally Transform Your Contact Center to Deliver Amazing Customer Experiences
Five9 enriches the agent experience in a single, intuitive user interface to provide greater customer satisfaction in real-time, complementing the native Oracle experience. Empower agents with valuable customer context and information they need to personalize the service experience.
With Oracle and Five9, agents are equipped with powerful call controls for inbound, outbound, and blended calls with chat and email capabilities from Oracle within the native environment.
Five9 and Oracle: Delivering Exceptional Experiences
Click-to-call from within the Oracle environment to easily reach out to customers.
Data-Rich Screen Pops
Match inbound and outbound customer information and provide “screen pops” by opening corresponding Oracle Service Cloud records. Agents see customer data prior to accepting the interaction.
Powerful Interaction Routing
Effectively prioritize and route calls and voicemails to the right agent at the right time. Provide inbound callers with IVR self-service applications.
Take advantage of a single, multichannel administrative environment to handle agents’ channel assignments, as well as the routing and business rules that can be applied across all channels.
Automatic Call Logs
Save call logs automatically when a call ends to ensure that every interaction is stored in the system of record—keeping teams synced on all customer communication.
Agent Call Control
Empower agents with rich call handling such as recording, parking, cold or warm transfers and conferences, click-to-dial and more—all from within a single Oracle desktop.
Five9 came with features that we could take advantage of on day one including CTI, agent whisper, queue callback, hot seating/multi-desk sharing, and redundancy and native integration to Oracle CRM. That was all very attractive.
Single Solution to Support
- B2B Service / CX Sales
- B2C Service
Integrated Agent Desktop
- Embedded supervisor desktop
- Omnichannel visibility and monitoring
Workforce Optimization Connector
- Pre-built integration
- Recorded interactions
- Transcript captures of digital channels
- Collet handling data
Five9 and Oracle Partnership
- 4000+ integrations with Oracle B2C Service
- 12+ years of integration into Oracle Service products
- NPS score of 90+ for Professional Services implementation