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Daily CX updates for the Oracle EMEA CX partner community

Oracle "Click to Call" capabilities are now on Controlled Availability

Richard Lefebvre
CX Partners programs Director

For customers needing Click-to-Call capabilities we recommend the following partner solutions:

  • Five9’s – Oracle
    Certified Partner offering Telephony Solutions including Click to Call
  • Existing telephony
    partner
    – Most telephony providers provide this capability as part of
    their overall voice solutions. This
    option is particularly beneficial in cases where customers have an
    existing investment with the telephony system integrated to their systems
    of record and agent desktops. In cases where a partner solution exists
    this may be the simplest solution in the best interest of the customer.
  • Oracle SI partners and
    Twilio
    – Twilio offers Click to
    Call capabilities that can easily be integrated by Oracle Service
    Integrator partners. Twilio can be used to provide voice dialing over the
    PSTN to the customer’s voice infrastructure and can serve consumer legs
    via voice over web or direct dial over the public telephony system.

Oracle Direction:

Oracle continues to invest in real-time engagement as part
of our Digital Channel strategy. Current
investments are focused on delivering video and voice in a pure web form via
WebRTC. Product Management predicts that most future investments supporting the
ability to connect a consumer to a contact center, via voice, to seamlessly
transition from a web or mobile self-service experience will be met by this
approach. This in contrast to many existing Click-to-Call deployments which are
designed to work across public switched telephone networks (PSTN) to connect to
a customer’s existing telephony voice infrastructure.

While we continue to
invest in WebRTC for Video and Voice, any future solutions that may be
delivered will occur sufficiently beyond the EOL of the current Click-to-Call
offering and should not be considered as a replacement option for current
deployments. We will continue to provide updates through normal channels as
they become available.

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