This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 03 MAR 2023 | 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.
Attachment Support in Fusion Adapter (TMF632)
Tenants can add attachments as proof of identification for Party objects. These proofs include national identity number, driving license, and so on.
Oracle Fusion Utilities Agent Experience Cloud Service simplifies the agent experience, and provides customer service representatives and managers with a variety of agent tools that reduce the cost-to-serve and provide elevated customer service. This solution integrates Oracle Utilities customer information with the Oracle Sales and Oracle B2B Service applications.
You can now use the Create Contact form to specify which phone number is the primary phone number for the contact. By enabling customer service agents to capture key contact details for a caller at the time of contact creation, agents are more efficient. This enhancement removes the additional steps that were previously required to specify a contact's primary phone number.
You use the Close All Tabs reminder when an agent completes a call to remind them to close all tabs that they opened while interacting with that caller. During a call or interaction with a customer, agents might open multiple tabs that contain sensitive or private customer information. This reminder helps ensure that personal or sensitive customer data remains private, and that agents are not looking at the wrong screens when they move on to the next call.