|Client ||:||Leading Security Solutions Provider |
|Practice Area||:||Technology Application & Integration|
The client is a leading provider of security solutions for homes and businesses through 23 global brands. As a $2 billion provider of security solutions for homes and businesses, they employ more than 8,000 people and sell products in more than 120 countries around the world. The client specializes in security around the doorway and beyond, everything from residential and commercial locks, door closers and exit devices, steel doors and frames, to access control and workforce productivity systems.
The client partnered with Estuate to extend inContact call center Agent Console voice communication features into their Oracle Siebel CRM solution for a comprehensive call center, enabling the company to provide a better service to customers and retain them.
The client’s contact center was facing an ever-increasing set of challenges that were getting in the way of cost effectively and consistently delivering great customer experiences. There was also a drive to boost contact center agent service request productivity . The client had adopted Siebel as its CRM system, and agents needed to touch upon many aspects of CRM during interaction with their customers. A service request call could often connect to many entities within the CRM solution, including customer history, opportunities and/or cases, contacts and/or leads.
The client needed extensive support to handle these significant and elaborate CRM relationships around the group of CRM entities that relate to the call-handling process. They needed integration between Oracle Siebel CRM and the inContact Call Center Application to ensure that call-related CRM entities are linked and recorded within the CRM system to provide a complete 360º historical Screen POP Solution for all their voice-handling activities and associated CRM workflows.
Estuate offered a full suite of Computer Telephony Integration (CTI) solutions for the client's contact center requirements. The solution was tailored to match with the client’s needs, a custom integration option that met the client’s specific requirements. Highlights of the solution include:
Estuate’s inContact-Siebel CTI solution works seamlessly in the client’s contact center environment. This solution:
Director of Electronics Product Support