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Innovation Pack 2013 TOI: Siebel Contact Center Functional Overview

General Information

  • This session covers Open UI Chat and Open UI Find.  
     
    Open UI Chat is a customer contact channel whereby users can chat with a customer service representative (agent) in real-time.  It uses Call Center on Demand (CCOD) which is built upon CCA.  Open UI Chat includes: 
    • handling chat interactions using chat-related buttons on the communication toolbar
    • transferring chat interactions to co-workers
    • wrapping up and terminating chat sessions.
     
    Open UI Find is accessed from the main application toolbar and provides a real-time database query against pre-defined fields.

    Release Date: 18-Oct-13

    Duration: 19 minutes

    Credited To: -

    No Flash Plugin Needed

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