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, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
11/21/2014
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!