Oracle Contact Center and Telephony Analytics provides organizations with powerful insight that enables them to analyze all aspects of contact center performance Oracle Contact Center Telephony Analytics enables contact center managers to track top KPIs for service initiatives, including first and final resolution, average speed of answer, average handle time, call abandonment rate, and service levels Oracle Contact Center Telephony Analytics provides CSRs with visibility into existing customer relationships, helping them generate more revenue via cross-selling and up-selling