Contact Center Solutions Featured Article

VoltDelta's DeltaACD 2.0 Cloud Contact Center Gets Oracle Validated Integration with Oracle Service Cloud

January 15, 2015

There is little to no doubt that the trend toward cloud-based contact centers, which has been gaining momentum the past few years, is only going to pick up even more steam in 2015. It is why so many contact center solutions are looking to be offered in conjunction with popular cloud services used by customers. 

Illustrative of this trend is the announcement by cloud contract center solutions provider VoltDelta, a Gold level member of Oracle Partner Network (OPN), that it has achieved Oracle Validated Integration of its DeltaACD 2.0 Cloud Contact Center with Oracle Service Cloud.

Put simply, the integration enables Oracle Service Cloud empowered contact centers to have agents with the full set of key contact center interaction functions—voice, email, chat and social media—and all of the associated handling, management and reporting features be consolidated within the Oracle framework, hence unifying contact channel control and reporting within Oracle Service Cloud.

As VoltDelta explains, achieving Oracle Validated Integration is an arduous process. Oracle partners must meet stringent requirements based on the needs and priorities of the customers. VoltDelta says that it focused on, “The challenges of supporting the increasing demand for multichannel contact by delivering a VoltDelta "Media Bar" that makes it easy for agents to communicate over multiple channels without leaving their familiar Oracle Service Cloud screens.” 

They further point out the benefits to contact center supervisors who can easily target agents for specific channels, or for blended channel coverage, and have a consolidated view of within Oracle Service Cloud as well, allowing managers to gain insight from cross channel activity linked with customer detail maintained within the Oracle Service Cloud application.

"Effective multichannel customer care with personalization is now facilitated by merging VoltDelta's cloud contact center infrastructure within the Oracle Service Cloud," said Terry Saeger, SVP and General Manager, VoltDelta. "VoltDelta's Oracle Validated Integration confirms that contact centers of all sizes can confidently take advantage of real-time CRM intelligence to benefit agents, managers as well as multichannel customers."

"Achieving Oracle Validated Integration gives our customers confidence that the integration between VoltDelta's DeltaACD 2.0 and the Oracle Service Cloud is functionally sound and performs as tested," said Kevin O'Brien, senior director, ISV and SaaS Strategy, Oracle. "For solutions deployed on-premise, in the cloud, or both, Oracle Validated Integration applies a rigorous technical review and test process that helps to reduce deployment risk and improves the user experience of the partner's integrated offering."

It is only the third week in January, but already the trends that will shape the industry for the contact center solutions industry emerging in full force.  For example, Interactive Intelligence is out with the first of its PureCloud services, and as the VoltDelta integration announcement highlights moves by everyone in the contact center solutions sector to be cloud-pleasing are going to be (pardon the turn of phrase) the order of the day.  

Edited by Maurice Nagle