Oracle
Oracle Contact Center Anywhere is a highly scalable, multichannel contact center solution that enables organizations to communicate more effectively with their customers. This solution enables routing, queuing and distribution of phone calls, e-mail, chat, fax, and Web communications to agents anywhere in the enterprise—whether in the contact center, a remote location, or at home. It also provides interactive voice response (IVR), preview and predictive dialing, and call recording—for completely unified contact center communications.
Oracle Contact Center Anywhere increases agent, supervisor, and administrator productivity by extending the call center beyond the limits of traditional infrastructure. Agents can work efficiently from anywhere in the world with 360° views into customer interactions and real-time business intelligence. Supervisors are empowered with instantly customizable screens and real-time tools for monitoring and coaching agents, no matter where they are located. Administrators can adapt to changing needs with real-time administration tools for implementing moves, adds, and changes.
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Oracle Contact Center Anywhere increases agent, supervisor, and administrator productivity by extending the call center beyond the limits of traditional infrastructure. Agents can work efficiently from anywhere in the world with 360° views into customer interactions and real-time business intelligence. Supervisors are empowered with instantly customizable screens and real-time tools for monitoring and coaching agents, no matter where they are located. Administrators can adapt to changing needs with real-time administration tools for implementing moves, adds, and changes.
Benefits
- CRM Integration – unifies contact center technology and CRM software, thereby delivering a complete customer-to-agent experience.
- Multi-site/Multi-tenancy – deploy centralized contact center technologies on a “single system” infrastructure shared by ALL locations, regardless of geographic location.
- Virtual Call Rounding – connect multiple sites and home-based workers with one infrastructure.
- Multimedia Capabilities - automatic call distributor with skills-based routing of all media type.
- Pre-integrated – eliminate information silos and deliver instant CTI.
- Remote Supervision – monitor and coach agents from any location.
- Web-based – thin-client user interfaces for agents, supervisors, and administrators.
Features
- Complete software solution for unified, multichannel communications
- Single, unified queue for phone, e-mail, and Web customer interactions
- Computer Telephony Integration (CTI) screen pops
- E-mail analysis and autoresponse
- Web chat, Web call back, and collaboration
- Blended predictive and preview dialling
- Interactive Voice Response (IVR)
- Intelligent, weighted skills based routing
- Distributed network architecture for scalability and resilience
- Voice over IP (VoIP) and circuit-switched calls
- Multi-tenant and in-tenant partitioning
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