OVERVIEW -  CALL CENTER ANYWHERE™
Oracle Contact Center Anywhere is a highly scalable, multichannel contact center solution that enables organizations to communicate more effectively with their customers. This includes the queuing and
routing of traditional phone calls in addition to email, chat, fax and web callback requests. It also provides blended predictive and preview dialing, IVR and call recording—for a completely unified solution.
Oracle Contact Center Anywhere offers a host of multisite efficiencies and cost-of-ownership advantages. It provides a software infrastructure for intelligent, skills-based 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).
Advanced call center technology now enables companies and organizations to unify call center agent groups across locations, deploy remote home-based agents, and use more-efficient routing to share customer data and provide customer solutions from any location. Customer requests are handled more quickly and efficiently by routing requests to the most qualified, available agent, regardless of location.
Most of today’s call center technologies were created as single-tenant, bricks-and-mortar-based deployments, and have simply been repackaged as virtual call center service solutions.
Unifying call center agent groups across locations—as opposed to simply unifying all call center IT operations—can meet the objective of enhancing workgroup autonomy even when back-end infrastructure is shared across all groups. The key is “multitenant” technology, which enables group-specific software processes, integrations, provisioning, and administration to be fully segmented, even though they run on a common, corporate-wide back-end infrastructure. This delivers efficiencies of a shared infrastructure without sacrificing control for local managers. Additionally, tools developed for some multitenant solutions can deliver greater autonomy, flexibility, and adaptability to changing needs than do the tools that are available when every site runs its own infrastructure.
The Virtual Call Center: Infrastructure Considerations for Maximizing Productivity,
Increasing Customer Satisfaction, and Reducing Costs.
Deploying home-based agents also offers compelling benefits. It can reduce overhead and provide recruiting and retention benefits while enabling call centers to gain access to better-qualified and less-expensive agents from less-populated regions. Remote agent capabilities can also eliminate overtime expenses, leverage time zone efficiencies, provide backup resources, and unify multiple locations.
While deploying a unified, back-end infrastructure solution can deliver unprecedented benefits by enabling the unification of agent groups across locations and the deployment of home-based agents, it is critically important to note that not all call center technologies are created equal. Most of today’s virtual call center technologies were originally created for single-tenant, bricks-and-mortar-based deployments that have simply been repackaged as virtual call center solutions. As a result, they lack the necessary technology prerequisites for achieving corporate objectives in the areas of scalability, reliability, network security, quality assurance, local control, and a variety of other key concerns.
Oracle Contact Center Anywhere can help you achieve your call center objectives. A multichannel, multitenant, internet protocol (IP)-based communications solution, Oracle Contact Center Anywhere has been deployed across a diverse spectrum of Fortune-class companies, federal and state agencies, outsourcers, and small- and medium-sized businesses. Tier-one phone companies around the world also use Oracle Contact Center Anywhere to deliver hosted call center services to their business customers.
Oracle Contact Center Anywhere’s skills-based routing engine delivers any type of media transaction (phone, fax, or internet) to those agents best qualified to help—regardless of where they are located or whether they are connected over IP or the public-switched telephone network (PSTN).
With Oracle Contact Center Anywhere, your entire communications infrastructure can be centralized in a traditional service provider model (with real-time disaster recovery to a standby data center), or the infrastructure components can be distributed modularly and mirrored in real time across different locations while working together as one across the network. When infrastructure is distributed across locations, each location can become an entry or exit point between the network and the PSTN.
In such a geographically distributed virtual contact center, any form of communication can be routed to any agent or supervisor at any site over IP or circuit-switched connections by using synchronized screen data and interaction controls over the Web. Oracle Contact Center Anywhere’s built-in multimedia overlay networking capabilities can unify an unlimited number of geographically distributed call centers—including those that use legacy telephone systems—into one seamlessly integrated contact center. |
Oracle Predictive Dialer ROI