10-13-2016 08:20 AM - edited 03-15-2019 06:23 AM
Anyone have experience working with AMC on a UCCX/Siebel integration? Any other connectors you'd recommend?
Thanks in advance,
Brian
10-13-2016 10:18 AM
Try Bucher + Suiter connector
https://www.bucher-suter.com/products/crmconnectors/siebelintegration.php
Regards
Deepak
10-13-2016 10:45 AM
Unfortunately it appears to be for UCCE only:
"Bucher + Suter’s MCA for Siebel® is a pre-packaged integration of Siebel CRM and Cisco's Unified Contact Center Enterprise (CCE) solution"
10-13-2016 10:50 AM
I know it says UCCE only however I am pretty sure they have it for UCCX as well. I would recommend you to check with them directly and have a confirmation.
Regards
Deepak
10-13-2016 11:02 AM
I called. They don't support UCCX with Siebel. It's not even on the roadmap yet.
10-13-2016 11:07 AM
Hmm that might be the case then. Check below, looks like Expertflow had one for UCCX as well:
https://marketplace.cisco.com/catalog/companies/expertflow/products/oracle-siebel-crm-cti-connector
Regards
Deepak
12-10-2016 10:15 AM
Brian,
We released our connector that works both with CCX and CCE, and works with Siebel Communication Server (the traditional approach used by most connectors).
http://www.expertflow.com/index.php/en/products/crm-cti-integration/siebel-cti-connector.html
https://www.youtube.com/watch?v=Is5a2YIN63g
In case you're looking at managing Outbound Marketing campaigns, we are currently doing the following deployment at a client of ours: A user can create and launch his outbound campaign in Siebel Marketing, and it will then control the Cisco Outbound Dialer and feed back the results to Siebel. The approach we used here are Siebel Scripts (so no packaged libraries), plus our campaign manager.
For curiosity, we did a small prototype embeddeable Siebel OpenUI5 OpenSocial Gadget within a Finesse Container. Further effort would need to be done (SSO, session management, variable transfer, Quality Assurance), but at first it looks promising. We are however not pursuing this approach actively for the time being (would do so only for a customer project) and are instead focusing on the first (SCS-based) approach with Oracle Siebel as a Frontend.
@Deepak, thanks for the recommendation!
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide