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April 8, 2011

Syntellect, Oracle enter strategic partnership

To deliver unified communication offerings

By CBR Staff Writer

Syntellect, a provider of enterprise-class contact centre offerings, has entered into a strategic CTI partnership with Oracle, to establish CT Connect as a certified CTI offering for the Oracle E-Business Suite.

Oracle E-Business Customer Relationship Management (CRM) offering is an integrated set of applications that provides information-driven sales, service, and marketing.

The CRM offering constituents Oracle Advanced Inbound Telephony and Advanced Outbound Telephony that allows integration of telephony infrastructure with the contact centres.

Syntellect said that its CT Connect for Oracle E-Business Suite provides integration between Oracle Advanced Inbound Telephony and an array of telephone switches found in the market.

Under the agreement, Oracle and Syntellect will focus on building and certifying the adapter between the latest releases of CT Connect and Oracle E-Business Suite.

Oracle already provides a pre-built and tested adapter for integrating the E-Business Suite R12 and Syntellect’s CT Connect 6.1 product line, which enables the agents to understand the context of the call through screen pops with relevant information about the current customer contact.

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In addition, the click-to-dial functionality allows agents to dial contacts out of the business applications with minimal clicks, and all the customer interactions over the phone are also automatically logged.

Oracle E-Business Suite CRM products vice-president Steve Tonas said the combination of Syntellect CT Connect and Oracle E-Business Suite provides a clear way to improve efficiency and response time within the Contact Centre.

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