Contact Center Solutions Featured Article

November 09, 2007

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

By David Sims


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.


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