Oracle Contact Center Anywhere Software provides a 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.
Calls can be routed based on different levels of staff skill. This skill-based routing applies to web chat as well. The system also includes Interactive Voice Response (IVR) Call Routing, which allows for creation of customized menus to route calls to the proper staff member.
Automated and semi-automated emails respond to any email inquiries, or they can route the question to the correct staff member with suggested responses based on the content of the email itself.
Oracle Contact Center Anywhere Software is best suited for midsize to enterprise-level businesses in almost any industry, including engineering, health care, 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.