Oracle Contact Center Anywhere Software provides a robust call center system with a host of features that include call queuing, call routing, as well as callback requests including email, online chat, and web callback. By providing a variety of channels for customers to reach out, businesses can make sure that they are making the best connection possible with each client, no matter their preferred method of communication.
Calls can be routed based on different levels of staff skill, ensuring quality customer care by matching the correct issues to the correct team members. This skill-based routing applies to web chat as well, so no matter how the customer contacts a business, each client receives accurate, timely assistance from the appropriate staff member. The system is also complete with Interactive Voice Response (IVR) Call Routing, which allows for creation of fully customized menus to route calls to the proper staff member.
Automated and semi-automated email responses intelligently respond to any email inquiries, or can easily route the question to the correct staff member with suggested responses based on the content of the email itself. By having a system to do a good portion of the legwork based on basic integrated questions, employees can easily save time, increase efficiency, and turn their attention to more more complicated or complex issues.
Oracle Contact Center Anywhere Software is a good fit for mid-sized to enterprise-level businesses in almost any industry, including engineering, healthcare, nonprofit, and software/IT. The system has won 49 industry awards, including those from Frost & Sullivan, Call Center Magazine, Customer Interaction Solutions Magazine, and Communications Convergence Magazine.
Maria from Epsilon
Employees number: 5,001-10,000 employees
Our office used the service on both VOIP handsets as well as software options on smart phones and desktops. It's a great solution. Also use it at times for faxing. Very easy.
Can be costly depending on the number of users and features desired for your office