WEB BASED APPLICATION
Oracle’s Contact Center Anywhere Interaction Manager, a Web-based call control and contact management tool, manages all agent interactions—maximizing the use and performance of agent resources.
Web-Based Tool Maximizes Agent Productivity
Maximizing your agents’ productivity is key to contact center success. Agents require intuitive, comprehensive, and easy-to-use tools so they can consistently provide superior service. Oracle’s Contact Center Anywhere Interaction Manager 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. Supervisors use the same tool with added capabilities that handle transferred interactions, monitor and coach agents, and broadcast or send one-to-one text messages.
Web-Based Remote Agent and Supervisor Capabilities Add Organizational Flexibility
Extending contact center infrastructure to include remote agent and supervisor capabilities adds flexibility, reduces overhead, provides recruiting and retention benefits, and enables contact centers to access a larger pool of agents. It can also eliminate overtime expenses, deliver time-zone efficiencies, provide backup resources, and unify multiple locations. Because Contact Center Anywhere is Web-based, there is no need to install and maintain software on each remote user's PC. 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.
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Oracle Predictive Dialer ROI