ORACLE CONTACT CENTER ANYWHERE BENEFITS
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. |
Oracle Predictive Dialer ROI