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Oracle's Telephony@Work CallCenterAnywhere Creates a Seamless Customer Experience
Following the 2006 acquisition of Telephony@Work, Oracle launched Telephony@Work CallCenterAnywhere 8.1—its first comprehensive multimedia IP contact center solution.
Telephony@Work CallCenterAnywhere 8.1 provides agents with a seamless, 360-degree customer view across any channel—including calls, e-mail, chats, voice mail, fax, and interactive voice response (IVR). Developed and tested by Oracle, Telephony@Work CallCenterAnywhere 8.1 is built to run on the Oracle technology stack, including Oracle Database and Oracle Fusion Middleware—a choice that can speed resolution and minimize maintenance costs.
"Telephony@Work CallCenterAnywhere 8.1 represents the combination of Oracle's leadership in CRM and applications development with Telephony@Work's multichannel technology to deliver a complete request-to-resolution contact center offering," says Scott Seebauer, director of telephony infrastructure at Oracle.
More Productive Agents, Happier Customers
A Java-based solution with client applications built on top of a Web-services API, Telephony@Work CallCenterAnywhere 8.1 reduces screen clutter and guides agent actions by dynamically displaying only information and controls that are relevant to the agent's current context, such as the channel or type of customer. This technology also makes it much easier to handle multiple contacts—and multiple channels—simultaneously.
Furthermore, agents can expand or collapse dashboard elements dynamically, allowing them to conserve screen space while still providing rapid access to relevant customer data.
Just as important, customers are not forced to repeat information multiple times during a transaction. Instead, customer data is maintained as the customer is transferred from agent to agent.
Smarter Management Tools
Telephony@Work CallCenterAnywhere 8.1 helps supervisors maximize staff productivity by monitoring interactions in real time, providing whisper coaching, and monitoring traffic.
In addition, tightly integrated supervisor and agent interfaces make it possible for supervisors to handle customer contacts themselves as necessary without sacrificing their real-time view of overall contact center activities.
The result of all these innovations: more productive agents, enhanced service levels, and more satisfied customers.
Your Source for Outsourcing
Oracle's Telephony@Work CallCenterAnywhere 8.1 also introduces advanced controls that enable outsourcing providers with multiple clients to better manage simultaneous campaigns.
The new release includes the enhanced capability to securely partition the data and processes of each client. For example, supervisors can manage varying service levels across multiple clients while ensuring that agent communication is appropriate for the specific client they are servicing at a given time.
"By ensuring client data and process integrity within a single platform, outsourcers benefit from increased agent optimization and reduced system management costs while ensuring that their customers' service-level agreements are met," Seebauer explains.
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