Oracle Service Cloud Implementation & Enhancements
TomTom empowers movement by developing innovative products that make it easy for people to keep moving towards their goals. Every day millions of people around the world depend on TomTom to make smarter decisions.
ABOUT THIS PROJECT
In order to optimize the customer journey that the business partners of TomTom experience calling their call center, TomTom asked us to enhance the ININ CTI intgration with their Oracle Service Cloud system.
We developed a task workspace add-in that pops up when a business partner is calling TomTom from a phone number that is appointed to multiple contacts in their Oracle Service Cloud System. The smart add-in enables call center agents:
- To view all the contact persons registered under that phone number
- To select the contact person who is calling them at that particular moment
- To see all their prior incidents
- To add and edit these incidents, and to view critical information with regards to the organization
- Json Webservices
- OSvC (RightNow)
- OSC API
- Windows Forms