Contact Center Anywhere by Oracle 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.

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.

Contact Center Anywhere Benefits

Increased Agent Productivity Tools that enhance the productivity of your agents include chat with suggested responses, e-mail analysis and auto-response, web call-back, unified messaging, whisper coaching, recording, monitoring, and data on demand.

Scalability & Reliability Unlimited scalability arising from network-based architecture, providing real-time seamless disaster recovery across data centers to support contact centers of any size, from a few agents up to thousands.

Supervisor Monitoring Monitor agents remotely, from any location in the world. Supervisors can whisper coach, listen in on a call, join a conversation, hang-up the agent channel, log-out an agent, broadcast a message to all agents, chat with an agent, and even view the agent's screen.

Call Recording With the click of a button, all phases of the interaction are recorded. After completion, recordings are compressed into mp3 files and attached to the contact history, providing a searchable record of all information.

Compatibility Compatible with all phone types: SIP, H.323, or PSTN, and with most hardware configurations.

Easy to Deploy Menu driven technology eliminates time-to-market barrier for customization and configuration.