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Oracle B2C Service customers who also have deployed Genesys for contact center solutions, can integrate these systems by implementing the Pointel Adapter.

Agents can engage customers to improve sales, customer retention and brand value with the Genesys Adapter for Oracle CX Cloud. It unifies business systems, synchronizes inbound customer data and augments it with information. By connecting these powerful systems, customer can leverage both the systems to provide a better customer service. It helps agents become more effective by automating activities, readily present customer entered data and displaying other customer details. Pointel Adapter minimizes handle time and costs, and eliminates possibilities for user error. The adapter keeps customer communication smart and quick, strengthening the customer’s experience, and ultimately increasing their loyalty.

Genesys Adapter for Oracle CX Cloud will be embedded as an extension tool bar add-in. This tool bar allows agents to handle call controls and provides the ability to present all or selected caller entered data to agent enabling the agent to know the caller and the reason for the call. Additionally, the tool bar can be configured to create an automated incident and pop the incident or pop an existing incident if that is the only incident open for the contact. This enables better customer experience since customer does not have to repeat all the information and saves valuable average handle time.