Using Veeva Omnichannel for Service Center
Veeva Omnichannel is the telephony integration point in Vault CRM that allows customers to configure and use a Contact Center as a Service (CCaaS) application, for example Amazon Connect or Genesys Cloud, with Service Center. CCaaS applications display caller information and allow Service Center Representatives to receive inbound calls and place outbound calls. Veeva Omnichannel anchors the CCaaS interface to the Service Center UI (user interface) for easy access.
Customers can use the following CCaaS applications with Service Center. Select the appropriate application for information on how to configure it for use with Service Center:
