Oracle Certifies Serene to Deliver CCA/CCOD Solutions

Serene’s CCA Service Offerings
  • CCA-fit Analysis for your Contact Centers
  • Contact Center Architecture & Design Review
  • CCA Installation & Setup
  • IVR Call Flow, Workgroup & Routing Strategy Design & implementation
  • Custom IVR Integrations
  • Analytics Dashboard Integration & Configuration
  • CCA testing and performance tuning
Serene’s CCA Expertise
  • CCA Installation, & Setup
  • Multi-channel ACD Configuration & skill-based routing
  • IVR Setup & Integration
  • Call Recording Integration with Siebel
  • Siebel 8.1.1 Chat Integration
  • Siebel – CCA Integration: Virtual CTI Connector
  • CCA Reporting
  • Integration with Siebel 8.1.1 Contact Center Telephony Analytics
Serene’s Benefits
  • Extensive, Cross-Industry Experience in Contact Center Space
  • Experience with both CTI Technology & Platforms, as well as Siebel (OnPremise & CRM OnDemand)
  • Strategic Partnerships in Contact Center Space with CTI Platform, Applications, and Optimization Vendors
Serene’s Contact Center Expertise
Contact Center& Service Applications
  • ORACLE’S Siebel CRM: Contact Center & Service Applications
  • ORACLE’S Siebel Self-Service
  • ORACLE Real-time Decisions
  • ORACLE Contact Center Telephony Analytics
  • Siebel 8.1.1 Chat
Contact Center Middleware / Platforms
  • ORACLE Contact Center Anywhere (CCA) & Contact Center OnDemand (CCOD) for Siebel
  • SYNTELLECT PhoneLink for Siebel
  • GENESYS Voice Platform & G+ Adapter for Siebel
Contact Center & Service Optimization
  • ORACLE Real-time Scheduler (ORS) for Siebel
  • INQUIRA Intelligent Search & Knowledge Manager for Siebel Contact Center
  • KNOA App Tracker & EPM for Siebel Contact Center Performance Optimization
  • Business Process Re-Engineering: Contact Center Agent Desktop Aggregation/Consolation

Serene Corporate Headquarters
3211 Scott Blvd, Suite
# 201 Santa Clara, CA 95054
Tel: (408) 986-8544
Fax: (408) 884-2231
info@serenecorp.com
sales@serenecorp.com

Serene Offshore Development Center
5th Floor Kumar Business Center
Opposite Bund Garden
Bund Garden Road
Pune - 411001 India
Tel: +91-20-26050993

Oracle Contact Center Anywhere

Oracle has trained and certified Serene to deliver multi-channel integration solutions using Oracle’s Contact Center Anywhere (CCA) & Contact Center OnDemand (CCOD) products. With expertise on Oracle’s CCA and CCOD, Serene is fully enabled to deliver channel integrations including Voice, eMail, and Chat, to both Siebel On-Premise as well as CRM OnDemand customers.

Serene’s CCA & CCOD Expertise

Serene’s CCA architects are skilled in deploying Oracle CCA/CCOD integrations for inbound/outbound TDM/SIP-enabled multi-channel, multi-site contact center solutions. This includes ACD, skills-based routing, CTI, IVR, unified messaging, e-mail response management, Web chat, Web collaboration, Web call back, Quality Monitoring, and Recording.

Download Serene's CCA/CCOD solutions datasheet

Serene’s CCA expertise include:

  • CCA Installation, Setup, and Configuration
  • CCA’s Multi-channel ACD Configuration with Skill-based Routing Profiles
  • CCA’s IVR setup & configuration
  • CCA integration with Siebel On-Premise for Siebel CTI and Siebel Chat products
  • Call Recording and integrating recordings within Siebel
  • Report Customization & Telephony Analytics Integrations

CCA Key Benefits

  • Single Vendor Solution—allowing for a true, 360-degree view of the constituent.
  • The CCA platform supports SIP, H.323 and PSTN-based platforms allowing customers to integrate CCA with legacy infrastructures.
  • Agent/Supervisor integrated messaging
  • Easy provisioning & Administration
  • Agent Independence through ‘Agents Anywhere’ – Support for ‘@Home’ Agents
  • Call Recording and Monitoring
  • Enhanced Call Statistics & Agent/Interaction History Reporting
  • Easy Integration to Siebel’s new Contact Center Telephony Analytics Dashboards
  • Pre-built integration with Siebel On-Premise and Siebel CRM On Demand to deliver full CRM Call Center Capabilities

Why Serene?

  • Oracle Certified CCA Implementation Partner
  • Unique Combination of strong CTI, Call Center, Siebel (On-Premise & CRM OnDemand), and CCA/CCOD implementation Expertise
  • Successful Track Record in both Siebel CRM and CRM On Demand space
  • Unparalleled expertise in CTI integration space with deep knowledge on latest Siebel 8.1.1 Chat as well as Virtual CTI Connector (Siebel-CCA Voice Integration)