PRESS RELEASE: VoltDelta, a NewNet Company, announced that it will partner with Oracle Service Cloud to demonstrate an integrated multichannel cloud contact center solution using Oracle Communications WebRTC session controller. Video chat sessions between a customer and agent within the cloud contact center and Oracle Service Cloud can be experienced in Booth 618 at the Call Center Week conference from June 16-19 at the Mirage Hotel in Las Vegas, NV. WebRTC is an open standard that provides browsers and mobile applications with Real-Time Communications (RTC) capabilities via simple APIs.
New methods for engaging customers are now cost-effective realities such a clicking from your mobile device and viewing the agent you are speaking to or chatting with. VoltDelta’s contact center on demand infrastructure intelligently distributes calls and messages to agents located in remote contact centers or in their home. Seamless integration with the Oracle Service Cloud unifies the contact intelligence and knowledge base maintained in a robust CRM system with the multichannel distribution and central management available as a cloud service.
A contact on demand “media bar” embedded within the agent’s familiar Oracle Service Cloud desktop presents call and message handling. Agents are able to preview their queue and intelligently manage communications. Contact center managers achieve immense flexibility by being able to dedicate channels to specific agents, or deploying “blended” agents supporting multiple channels. Managers are also able to define priority for agent attention.
“Oracle’s WebRTC session controller with Oracle Service Cloud is designed to deliver seamless Web-to-SIP network interoperability and enterprise-grade reliability and security”, said Paul Rutherford, Chief Architect at 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”.
Video chat allows customers to combine voice or messaging with video in real-time from any mobile phone, table, or desktop PC supporting multimedia service. A contact on demand media bar within Oracle Service Cloud displays a notification that a customer would like to start a session. When the agent clicks ready, screens pop up on the agent desktop for video sharing along with text or audio.
“VoltDelta continues to innovatively integrate reliable and scalable call plus message handling with Oracle Service Cloud as an Oracle Gold Partner”, said Yusuf Bulan General Manger of VoltDelta. “Demonstrating Oracle Service Cloud’s first partner delivered WebRTC enabled Virtual Contact Center solution means contact centers of all sizes will be able to deliver the multichannel customer care solutions that mobile users are demanding.”