This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 16 MAY 2022 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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CX Industries Framework serves as a platform for seamless integration of applications. You can use this platform to integrate your application with other Oracle applications and third-party applications, which includes cloud services and on-premise systems. In addition, you can leverage data from various sources, use TM Forum Open APIs and REST APIs to configure and extend tailored experiences.
CX Industries Framework supports both synchronous and asynchronous interactions between the integrated applications. It hosts all the TM Forum Open APIs on Oracle Cloud Infrastructure API Gateway to secure and optimize the API interactions. It also ensures high availability and resiliency by using the Oracle Cloud Infrastructure Load Balancing service.
You can now configure routing using any standard REST API even if it doesn't adhere to the TMF Open API structure.
Customer service agents and managers can access a single place to search for, access, and manage their to do tasks and service requests that need attention. The Work Queue improves the efficiency of your customer service agents by enabling them to manage all of their work items in a single list.
Use a single point of access to search for and manage customer and contact records. You can access quick actions to create and manage new or existing contacts and customers. You also use the Customer List to access the Customer 360 page, where you can access and update important customer information. The Customer List can improve the efficiency of your customer service agents by providing quick and easy ways to search for customers records and access the record to take action.
Customer service agents and managers access Customer 360, the main agent dashboard, to manage utility customer and account information, and complete a variety of common customer inquiries. Customer 360 combines customer information from Oracle Utilities systems with the contact information from Oracle B2B Service and Sales in a single dashboard. Agents can access supplemental tools from Customer 360, including Knowledge Management and the ability to create linked service requests. Customer 360 improves efficiency by providing agents with a single dashboard to manage all customer inquiries.
Get easy access to information that can help you quickly answer customer inquiries. You can access the knowledge base in multiple ways as you navigate throughout the application. Managers can also set up the application to provide contextual knowledge that directly relates to specific items on the agent desktop. Use Knowledge Management to improve the efficiency of your customer service agents by providing them with targeted content that helps them answer customer questions quickly and accurately.
Computer Telephony Integration (CTI)
Manage presence and availability status, answer phone calls, and enter wrap up and call resolution notes directly from your home page. You can configure the Agent Experience solution to use Oracle's Computer Telephony Integration (CTI) features. Oracle CTI features can integrate directly with your specific computer telephony vendor. Using CTI improves the efficiency of your customer service agents by enabling them to manage calls directly from the interface where they are viewing and managing customer and contact information. Screen pop routing also reduces the average call handling time and improves usability by providing seamless navigation for agents.