Contact Center Solutions Featured Article

New Oracle Call Center Termed 'All-In-One' IP Product

November 09, 2007

Oracle (News - Alert) has announced the latest release of Oracle Contact Center Anywhere, what Oracle officials call their “all-in-one multichannel IP contact center” product.
 
The product is considered by company officials to be “even more accessible and easier to use by providing more options to monitor and manage contact center information and employees.”
 
Following the release of Oracle Contact Center Anywhere 8.1 in June, version 8.1.1 offers agents a 360-degree customer view across a wide array of communication channels including voice, e-mail, chat, fax, Web, and IVR. New features in 8.1.1 include enhanced administration and platform management, architectural and Voice over Internet Protocol improvements and enhancements to the client interface.
 
Using the new creation wizard, Oracle officials say, users can now deploy contact centers, and select capabilities based on the contact center needs. New administration features also enable user management through the automated ability to disable user logins, limit total user logins, and automatically set agent extensions.
 
There are also VoIP and architectural improvements, as the product optimizes voice network usage and bandwidth by routing voice through the core system as needed, which, according to Oracle officials, “enhances the distributed voice capabilities by routing real-time media to the platform only when needed for services such as recording, conferencing, IVR, or monitoring.”
 
Oracle Contact Center Anywhere 8.1.1 is built to run on Oracle infrastructure software including Oracle Database 10/g/ and Oracle Fusion Middleware. Oracle Contact Center Anywhere 8.1.1 was also built to support upcoming extended media and channel integration with Oracle’s Siebel CRM.
 
Earlier this week, Oracle launched what they’re calling the Oracle Marketing Ecosystem Partnership for Marketing Agencies, a program designed to allow marketing agencies in Europe Middle East and Africa to join the Oracle PartnerNetwork and sell CRM Marketing products.

Marketing agencies joining the OPN will have access to benefits including sales support, discounted educational services and access to CRM implementation expertise. Oracle will also work with marketing agency partners to develop a business plan and commit resource to help them take advantage of market opportunities, company officials say.

“We are enabling marketing agencies and marketing services organizations to take advantage of our established partner program and a growing demand in the marketing industry for CRM products,” said Penny Philpot, vice president, OPN & Partner Development, Alliances & Channels, Oracle EMEA. “Chief Marketing Officers are rethinking their marketing organizations and calling for technology that provides, accountability, measurement, and clearly shows return on investment from marketing activity,” she added.

Companies already signed up to the program include Germany’s arvato services, Experian’s Integrated Marketing Division, JJ, MarketOne International, Proximity London, and Britain’s Sapient Interactive.
 
David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!