Oracle Contact Center Anywhere (CCA)

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Oracle Contact Center Anywhere (formerly Telephony@Work CallCenterAnywhere) is a pre-integrated, multichannel contact center platform that takes communications from anywhere and routes them to anywhere. This platform includes 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, interactive voice response (IVR), multichannel reporting, tools for supervisors to manage the call center, and call recording-for a comprehensive, unified solution.

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.

• CRM Integration—unifies contact center technology and CRM software, thereby delivering a complete customer-to-agent experience
• Multi-site/Multi-tenancy—deploy centralized contact center technologies on a "single system" infrastructure shared by ALL locations, regardless of geographic location
• Virtual Call Routing—connect multiple sites and home-based workers with one infrastructure
• Multimedia Capabilities—automatic call distributor with skills-based routing of all media type
• Pre-Integrated—eliminate information silos and deliver instant CTI
• Remote Supervision—monitor and coach agents from any location
• Web-based—thin-client user interfaces for agents, supervisors, and administrators