Integrating Oracle Call Center Software with CRM Systems: Best Approaches

Juliet D'cruz

Updated on:

Integrating Oracle Call Center Software with CRM Systems

Have you ever wondered how the person on the line knows that you might need, and might want to install dating applications on your phone? Have you ever stopped for a moment and realized the effectiveness of call center agents’ recommendations? How was it all personalized and seems like the agent could see through you and your needs. It may sound unsettling, but in reality, it is not as intrusive once you understand the rationale behind those recommendations.

Customer relationship management (CRM) is a technology and software used by companies to manage their relationships and connections with clients, and subscribers of the company. The best call center integration for Oracle Service Cloud is CRM because it helps agents accurately deliver customer resolutions by providing tailored recommendations based on the client’s profile.

Investing in the right software could benefit the business in ways that it keeps the organization and the data of the office organized, which is a really important thing in call center industry; also, it helps in the improvement of the quality of service that the call center agents could offer, it helps the agents in multitasking without needing high-specifications of device; and lastly, it helps in improving the unified communication inside the company.

Here are the 7 best approaches in Oracle Service Cloud CRM:

1. Identify the needs of your business

Outsourcing and canvasing the needs of your company is a crucial aspect in integrations like this. You must be able to identify and have a comprehensive understanding of your business objectives, and identify the data and functions that are needed in the CRM and oracle call center software integration

Consider whether you want integration of customer contact information or just employee-related integration. Does it cover the calls logs of agents and clients, and can easily be learned and adopted by everyone in the company, if not, majority of them. By assessing and answering these questions, you will be able to determine the integration plan that best aligns with your company’s objectives.

2. ncrease Oracle Service Cloud Integration

Oracle service cloud is a technology that is composed of a stage called Oracle Integration Cloud, this is a type of software that enables the company to have powerful integration between the user’s application, as well as the softwares in the call center, and the CRM systems. The Oracle Integration Cloud offers pre-built connectors and templates specifically designed for integration, greatly facilitating the integration process and making it more convenient and user-friendly. Subscribing to Oracle integration cloud decreases the efforts needed by the agent in performing their jobs, and daily tasks, as well as ensure the integrity of the data kept in the software.

3. Usage of Oracle Integration Plugs

The plugs are the so called adapters which are valuable when integrating the Oracle call center software with CRM systems. These plugs are responsible for connecting and integration duties for a huge number of applications and systems in the computer like those Oracle customer experience sales cloud. By utilizing these plugs or adapters, the process for development and integration process does not have to be complicated. With just one plug of the adapter, the integration process will increase in speed and it will reduce the need for a custom integration process. The plugs offer a unique set of connectivity and support to the features of whatever application is used.

4. Utilize Web Services Application Programming Interfaces

The Application Programming Interfaces (API) are crucial in the integration process as they enable organizations to enhance data sharing, embedding, and automate processes within applications and systems.

The Oracle customer service integration is the one who will provide web services APIs that enables and tolerates the seamless collaboration and communication, as well as data exchange between two CRM systems in the call center company. Application Programming Interfaces is much more like a storage where hundreds of data, call logs, messages, and other needed data can be stored and synchronized with the customer relationship management (CRM)system. By utilizing APIs like this, a company can efficiently access their data archives stored in the Oracle software API.

5. Give Consideration in Using Middleware Solutions

After the API, companies must consider the middleware solutions as another software to adopt to be able to reach the maximum potential of Oracle call center software. Middleware solutions is the linking software between the call center software and the CRM system. It serves as a lubricant for smooth data exchanges between agents, as well as easy integration. This serves as a fuel for APIs to work properly with Oracle software. There are tools that allow you to design data mapping rules, and handle complex data transmissions such as the MuleSoft and Dell Boomi. By utilizing the Middleware Software, you will be able to reduce the efforts of the agency in transmitting data, and it provides streamline in the integration process.

6. Allow the Screen Pop Features

Speaking of convenience, the Oracle Call Center Software integrated with CRM systems has the ability to instantly display client information on the screen. The software allows easy retrieval of the client’s information where most of the information is reflected, as well as the problem; and we know the saying, a problem identified is just one less thing to worry about. 

The screen pop features provide the call center agent with rapid access to the information which enables them to personalize greetings, and recommendations to the client which will increase customer satisfaction and experience. 

Utilizing this feature in both the call center and CRM software system allows you to make the most of the resources provided by Oracle Call Center Software.

7. Protects Data Security and Compliance

Data breaches are prevalent in the call center industry because computers alone cannot effectively handle large volumes of stored data. This is one of the major things considered when integrating call center software such as Oracle Call Center Software with CRM systems since they involve the transfer of information. Ensuring that along with the integration is the proper encryption of the data information will help protect data.

In summary, Oracle Call Center Software enhances the customer experience and service, benefiting both clients and agents.The best approaches listed above are some of the things that must be met in order to effectively utilize the features of an OCCS.


Q: What is Oracle Call Center Software?

A: This software helps in smoothing the processes made inside the call center company such as data transmission, call monitoring, real-time analytics, and call routing. This helps the business to effectively handle the ingoing and outgoing calls from the clients without causing too much workload on the agent and client.

Q: What are CRM Systems?

A: Customer Relationship Management or CRM is a software that allows the clients to communicate and connect with the client and establish relationships with them. It stores the purchase history of the client, present problems, data information, and many more. Basically just all about the client. This helps businesses keep in track of their goal which is to serve and connect with the customers.

Q: Is it effective to integrate Oracle Call Center Software with CRM System?

A: Yes, it is effective. The Oracle Call Center Software allows the CRM system to function well. Not to mention that it allows seamless data exchange between two systems in the company, without compromising the data information it contains. This is efficient for both sides, and can bring customer experience and loyalty to increase.