ORACLE CONTACT CENTER ANYWHERE BENEFITS
Multimedia IP Contact Center Technology Empowers Organizations to
Share Technology Across Locations
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-
degree 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. And
administrators can adapt to changing needs with real-time administration tools for
implementing moves, adds and changes.
Oracle Contact Center Anywhere offers a host of multisite efficiencies and cost-ofownership
advantages. It provides a software infrastructure for intelligent, skillsbased
routing of voice (PSTN, H.323 and SIP), fax, e-mail, voice mail, Web
chat/collaboration, web callback and built-in e-mail analysis and auto-response.
Oracle Contact Center Anywhere supports both circuit-switched and VoIP traffic
simultaneously, providing customer service organizations with an IP migration path.
Oracle Contact Center Anywhere can be deployed as a corporate hosted solution for
multisite operations, as an on-premise single-site solution that provides built-in
switching, or utilizing a wide variety of third-party public branch exchanges (PBXs).
Maximize Agent Productivity with Web-Based, Multimedia Interface
Maximizing agent productivity is the key to contact center success. Agents require
intuitive, comprehensive, and easy-to-use tools so they can consistently provide
superior service. Oracle Contact Center Anywhere’s agent interface maximizes the
use and performance of agent resources by moving agents seamlessly between
handling inbound and outbound call campaigns, replying to e-mail, and conducting
Web chats. Agents are empowered with Web-based access to comprehensive
customer interaction histories that include agent notes, call recordings, chat session
transcripts, and emails sent to or from the contact center.
Oracle Contact Center Anywhere increases organizational flexibility by extending
contact center infrastructure to include remote agent and supervisor capabilities. The
Web-based call control interface, designed for use by a distributed workforce, gives
remote workers the same advanced call handling capabilities as local users. There is
no need to install and maintain software on each remote user's PC.
Built-In Quality Monitoring & Recording
Oracle Contact Center Anywhere provides a supervisory tool set that delivers the
right data at the right time in the right framework, enabling supervisors to make realtime
decisions that improve customer satisfaction and the contact center’s
performance. The supervision tools are integrated by design to include real-time
dashboards, historical reporting and powerful quality management capabilities.
With Oracle Contact Center Anywhere, call monitoring and other quality assurance
technologies are standard features that do not require third-party integration or extra
fees. The solution provides the ability to listen in on agent calls and join or take
over calls as necessary. Supervisors can speak to agents during customer calls
without the customer hearing the sidebar conversation, a feature called Whisper
Coaching, which can be used on its own or in conjunction with supervisor-to-agent
chat capabilities.
Monitor Channel Usage and Migration
As staffing costs continue to climb, contact centers are implementing new
technologies to ensure that service requests are handled as cost-effectively as
possible. Oracle Contact Center Telephony Analytics provides an integrated view of
key metrics across all channels, including IVR, email, and the Web. Supervisors can
analyze trends and usage of each channel and determine where customers abandon
lower-cost channels, like an IVR menu or Web page, in favor of talking to a CSR.
The application also tracks cost per contact, channel response times, and customer
channel preference. Understanding how channels are used and identifying problem
areas enables organizations to make improvements and point customers to the best
channel for each type of interaction.
Create & Modify Routing Rules In Real-Time
Oracle Contact Center Anywhere uses a new menu-driven approach for defining
transaction routing rules. This innovative method results in faster, easier creation of
routing scenarios. Administrators are directed by menus to define their routing and
queuing requirements for all transactions, and guided through a preliminary needs
assessment and system set-up using a series of targeted questions.
A library of system-wide routing components, such as announcements, music onhold,
agent scripts, data sources, and URLs, support the set-up process. Users can
define their own library of systems components or use the ones that come standard
with the solution. Once the libraries have been completed, defining workgroups and
business projects is simply a matter of choosing among options from menu-driven
dialog boxes.
Oracle Contact Center Anywhere’s flexible, parameter-based administration
interface enables companies to:
- Queue, route and distribute customer inquiries to agents based on specific
business criteria
- Customize call flows and create automated voice menus that gather call
routing information and customer IDs
- Rate each agent’s skills and weight skill requirements on a workgroup
basis to create a custom routing algorithm for individual campaigns
- Process voice calls, e-mail and Web-based transactions by a single group
of agents, or route them to specialized agents in different groups
Increase Customer Satisfaction by Expanding Communication Options
Oracle Contact Center Anywhere provides the tools to deliver exceptional,
personalized customer service through a variety of communication channels,
including phone, fax, e-mail, chat, and Web callback requests. Providing consistent
service across all channels builds customer loyalty, repeat business, and higher
profitability.
Oracle Contact Center Anywhere’s success in handling e-mails and chat sessions
along with phone calls is a function of its single queue. At the core of optimized
multimedia routing is the ability to identify any transaction in any medium and route
it based on who the customer is, what type of inquiry it is, any other pre-defined
criteria, and the current activity levels in the contact center. And with a single
queue, consolidated reporting on all media types is at last a reality.
To maintain high levels of customer satisfaction and retention, organizations must
be able to quickly and effectively handle open service requests and understand the
factors that prompted those requests. Oracle Contact Center Telephony Analytics
enables contact center managers to track top KPIs for service initiatives, including
first and final resolution, average speed of answer, average handle time, call
abandonment rate, and service levels. By understanding the key reasons behind
operating trends, managers and CSRs are able to improve service, increase customer
satisfaction, and drive higher profitability.
Improve CSR Effectiveness and Reduce Turnover
Oracle Contact Center Telephony Analytics provides supervisors with complete
insight into how their CSRs are performing. Metrics such as CSR transfer rates,
revenue per CSR, average handle time, and time spent by a CSR on after-call work
help supervisors identify high-performing CSRs as well as those in need of
additional training. Oracle Contact Center Telephony Analytics also integrates
workforce management information—generally not available in call center reports—
enabling management to determine how factors such as tenure, education,
compensation, and training impact CSR turnover and performance.
Improve CSR Performance
Oracle Contact Center Telephony Analytics provides call center agents with
information and alerts that help them maximize the value of each customer. Through
the use of cross-value chain insight, each CSR can more effectively cross-sell and
upsell more products and services, provide real-time information on order status,
tailor service based on the customer’s value to the company, and ultimately achieve
higher levels of customer satisfaction and loyalty.
Maximize Productivity and Resource Utilization
Oracle Contact Center Telephony Analytics enables management to evaluate
performance at the individual CSR and site level, comparing results to both internal
targets and external benchmarks. Metrics such as cost to serve, average handle time,
and contact profitability help management determine how individual CSRs and
contact centers are performing. At sales-focused contact centers, Oracle Contact
Center Telephony Analytics provides CSRs with visibility into existing customer
relationships, helping them generate more revenue via cross-selling and up-selling.
At service-oriented sites, the Oracle application closely monitors key processes,
allowing supervisors to quickly resolve open service requests and better manage
service volumes.
Faster Implementation, Lower Risk and Better Business Results
Providing actionable insight to the contact center requires a powerful analytic
solution. However, the business intelligence solutions that are often deployed to fill
this need are costly, take a long time to implement, and are difficult to modify when
business requirements change. In contrast, Oracle Contact Center Telephony
Analytics is a prebuilt solution designed for fast deployment at a lower cost, lower
risk, and with better business results. Oracle Contact Center Telephony Analytics
includes prebuilt data models, more than 150 metrics, and best practices based on
Oracle’s experience with thousands of contact center implementations. Oracle’s
robust enterprise analytics platform enables users to easily customize and extend the
application without the need for programming. The intuitive, Web-based user
interface enables rapid end user adoption and requires very little training.
The Oracle Contact Center Anywhere Difference
Oracle Contact Center Anywhere empowers organizations to deploy centralized
contact center technologies on a “single system” infrastructure shared by all
locations, regardless of geographic location. This is a compelling alternative to
installing stand-alone contact center systems at each user location. Oracle’s
multitenant contact center solution provides the best of both worlds: dramatically
decreased acquisition, implementation and TCO costs, together with 100% privacy
and the ability to deliver autonomous control that exceeds site-specific technology.
Oracle Contact Center Anywhere is designed for multisite/multitenant deployment.
It allows geographically dispersed sites and/or independent business units to realize
productivity, efficiency and cost benefits by sharing hardware, software and phone
lines to support global operations while retaining total autonomy for those sites or
groups of sites that require it. Oracle Contact Center Anywhere is recognized for its
real-time adaptability to changing needs. It allows demand-driven business processes to be modified on-the-fly, enabling companies to immediately optimize
resources and application performance.
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