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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).

CREATING A UNIFIED CALL CENTER
A core attribute of IP contact center technology is that it is designed for native voice over IP (VoIP), which converts live voice communication into data packets and transmits these packets on the same high-bandwidth data networks that carry multimedia Web communications, customer relationship management (CRM) information, and other data. IP contact center technology, such as Oracle Contact Center Anywhere, enables communications to be routed from anywhere to anywhere—to agents who can work from any location on the global network.

In many virtual call center models, disparate systems are linked, but don’t actually act as a single system. As a result, much of the business value that a single system provides is lost. With a solution specifically designed to support virtual call centers, companies can unify an unlimited number of call centers around the world into a seamlessly integrated, virtual contact center that spans sites or groups within a subset of sites. With these solutions, companies can transcend the geographic boundaries of agent groups and route calls to the best-qualified agents, no matter where they are located. Calls in queue are held in the network until an available agent with appropriate skills is identified, resulting in more-efficient, site-agnostic, skills-based routing.

Consolidating regional call centers into one seamlessly integrated, geographically distributed enterprise offers compelling efficiencies as well as cost savings. It empowers companies to fully leverage a global pool of agents by connecting individual customers with the agent best-equipped to manage their transaction in the shortest amount of time, regardless of where that agent is physically located. More-effective routing results in dramatic productivity gains as well as increased customer satisfaction.

Oracle’s fully unified, multitenant IP contact center technology

The benefits are also compelling from a cost-reduction perspective. There are tremendous inefficiencies associated with deploying and maintaining diverse contact center systems at every location. These inefficiencies include:

Duplication of systems and licenses at each site
Shortages of software licenses at some locations while the needed resources sit idle at other locations
Duplication of staff required to maintain each set of systems at every location

Oracle’s fully unified, multitenant IP contact center technology eliminates these inefficiencies by empowering companies to share their technology resources across a global network, dramatically reducing technology costs across all locations. It also enables companies to unify all of their communications channels onto a single global network while reducing transport costs.

With Oracle Contact Center Anywhere, you don’t have to choose between deploying a traditional or virtual call center: both approaches can be accommodated simultaneously in a seamlessly integrated environment. Virtual call center capabilities are extremely valuable (even for traditional, single-site bricks-and-mortar centers) for handling call overflow, diverting calls to branch locations, enabling agents to work remotely in case of bad weather or other circumstances that prevent them from working onsite, adding backup agents, or simply taking advantage of time zone efficiencies and reducing overtime expenses.

Multisite organizations and companies that want to deploy remote agents can leverage IP contact center technology to maximize productivity and customer satisfaction through more efficient routing. In addition, IP contact center technology can dramatically reduce technology operating costs.

That said, not all technology platforms are created equal. In fact, nearly all contact center communications solutions were created for single-tenant, premise-based deployments and have only been superficially repackaged as virtual contact center solutions. As a result, they often lack the basic prerequisites for virtual contact center success at scale.

In addition, while all multitenant solutions enable different business units to share common technology resources, not all solutions deliver comprehensive control to local managers. Providing shared access to software-based communications technology at scale poses unique challenges—and doing so in a timely fashion even more so. Maintaining integration with CRM and other solution components can also be difficult and expensive when solutions are not aggregated by design.

As with any technology or set of technologies, informed customers can effectively address potential pitfalls ahead of time to ensure that their IP call center technology will meet both their current and long-term needs. Oracle Contact Center Anywhere is a built-for-purpose solution that delivers the capabilities and IT prerequisites your company will need to succeed on any scale. Whether you require an in-house deployment, a hosted solution, or a hybrid of both, we’re confident we have the right solution for your virtual call center needs.