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Gplus Adapter for Oracle Service Cloud

Welcome to the Gplus Adapter for Oracle Service Cloud. On this and the following pages, you will read an overview of Gplus Adapter for Oracle Service Cloud and its core features and functions. You will learn about the different user interfaces that you'll use and see some videos that demonstrate how to effectively use the adapter to interact with customers on both the voice and chat channel, sometimes both!

What is Gplus Adapter for Oracle Service Cloud?

Gplus Adapter for Oracle Service Cloud is a complete contact center solution that adds the Genesys Media Bar to your Oracle Service Cloud user interface. The Genesys Media Bar gives you an easy way to manage your availability to inbound voice and chat interactions, accept or reject interaction requests, manage the interaction itself, and complete post-interaction work without needing to leave your Oracle Service Cloud environment. In addition, when you accept an interaction, the adapter connects to Oracle Service cloud so that you can view a screen pop with the case data in your main interface.

Image of the Genesys Media Toolbar

Features

Some of the main features of Gplus Adapter for Oracle Service Cloud include:

  • Managing inbound calls
  • Managing agent statuses
  • Screen Popping to Oracle Service Cloud Objects
  • Logging call information
  • Transferring calls to other agents

About This User's Guide

Welcome to the Gplus Adapter for Salesforce User Guide. This guide provides all the information you need to start working with the adapter in your Salesforce environment. Click any of the topics below for details.


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This page was last modified on August 10, 2017, at 05:38.