Siebel Chat Architecture Overview - Siebel Chat...

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Siebel Chat Architecture Overview Siebel Chat is a Web-based, customer contact channel whereby users, in real-time, can chat with a customer service  representative if they encounter a problem. Siebel Chat must be integrated with the chat capability of a customer's  communications infrastructure. For example, Siebel Chat is fully integrated with Siebel Call Center, giving you a complete  view of users and access to Oracle's Siebel Knowledge Base system. Architecturally, Siebel Chat can be split into several tiers. The components within each tier are described in the following  subsections. Figure       4     shows Siebel Chat component architecture. For more information about deployment options, see  Deploying Siebel   Chat . Figure 4. Siebel Chat Component Architecture Overview
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Tier One, Customer-Facing Applications The main components that lie within Tier One of the Siebel Chat architecture are: Customer-Facing Siebel Chat UI (Web Client UI).  This interface is used by customers to conduct chat  conversations with agents. Based on existing Oracle Contact Center Anywhere pages and libraries, the Siebel Chat  customer UI is shipped with Oracle Contact Center Anywhere Version 8.1.1.
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Self-Service Web Application.  Used by the customer, the self-service Web application can be a third-party or in- house Web application to which Siebel Chat can be integrated. Oracle's Siebel E-Support 8.1 is integrated with Siebel Chat  8.1.
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This document was uploaded on 06/24/2011.

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Siebel Chat Architecture Overview - Siebel Chat...

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