ORACLE CONTACT CENTER ANYWHERE BENEFITS
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
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Oracle Predictive Dialer ROI