Contact Center Anywhere Predictive Dialer Systems

Promero, Inc. is a leading provider of call center solutions and the largest hosted provider of Oracle's Contact Center Anywhere. Contact Center Anywhere one of the world's widely deployed, user-friendly call center technology platforms. Contact Center Anywhere utilizes the latest in VoIP (Voice Over Internet Protocol) and SIP (Session Initiation Protocol) technology.

Multi-Site organizations and companies that want to deploy remote agents can leverage IP contact center technology to maximize productivity and customer satisfaction through more efficient routing. In addition, IP contact center technology can dramatically reduce technology operating costs.

As with any technology or set of technologies, informed customers can effectively address potential pitfalls ahead of time to ensure that their IP call center technology will meet both their current and long-term needs.

That said, not all technology platforms are created equal. In fact, nearly all call center communications solutions were created for single-tenant, premise-based deployments and have only been superficially repackaged as virtual contact center solutions. As a result, they often lack the basic prerequisites for virtual contact center success at scale.

In addition, while all multi tenant solutions enable different business units to share common technology resources, not all solutions deliver comprehensive control to local managers. Providing shared access to software-based communications technology at scale poses unique challenges and doing so in a timely fashion even more so. Maintaining integration with CRM and other solution components can also be difficult and expensive when solutions are not aggregated by design.

As with any technology or set of technologies, informed customers can effectively address potential pitfalls ahead of time to ensure that their IP call center technology will meet both their current and long-term needs. Oracle Contact Center Anywhere is a built-for-purpose solution that delivers the capabilities and IT prerequisites your company will need to succeed on any scale. Whether you require an in-house deployment, a hosted solution, or a hybrid of both, we are confident we have the right solution for your virtual call center needs.

• Automatic Call Distribution (ACD)
• Interactive Voice Response (IVR)
• Predictive, Preview, and Progressive Diallers
• Campaign Management & Interaction History
• Multimedia Recording & Quality Monitoring
• Email Management
• Web Chat & Web Collaboration
• Video Conferencing
• Administration & Reporting

Real-Time Call Center Management Reports include:

• Soft Switch
• IP PBX
• ACD Statistics
• Predictive Dialer Summary
• Preview Dialer Summary
• Agent Summary
• Agent Detailed Reporting
• Contact Outcome Statistics
• Agent Utilization
• Agent Work Force Management
• Call Back Scheduling
• Weekly Routing Scheduling
• Work Groups Statistics
• Project Statistics
• IVR Scripting
• SLA Requirements and Compliance
• Plus 100s more reports!
• 100% Recording.

INTRODUCTION
Advanced call center technology now enables companies and organizations to unify call center agent groups across locations, deploy remote home-based agents, and use more-efficient routing to share customer data and provide customer solutions from any location. Customer requests are handled more quickly and efficiently by routing requests to the most qualified, available agent, regardless of location.

Most of today call center technologies were created as single-tenant, bricks-and-mortar-based deployments, and have simply been repackaged as virtual call center service solutions.

Unifying call center agent groups across locations as opposed to simply unifying all call center IT operations can meet the objective of enhancing workgroup autonomy even when back-end infrastructure is shared across all groups. The key is a multi tenant technology, which enables group-specific software processes, integrations, provisioning, and administration to be fully segmented, even though they run on a common, corporate-wide back-end infrastructure. This delivers efficiencies of a shared infrastructure without sacrificing control for local managers. Additionally, tools developed for some multi tenant solutions can deliver greater autonomy, flexibility, and adaptability to changing needs than do the tools that are available when every site runs its own infrastructure.

The Virtual Call Center: Infrastructure Considerations for Maximizing Productivity, Increasing Customer Satisfaction, and Reducing Costs.

Deploying home-based agents also offers compelling benefits. It can reduce overhead and provide recruiting and retention benefits while enabling call centers to gain access to better-qualified and less-expensive agents from less-populated regions. Remote agent capabilities can also eliminate overtime expenses, leverage time zone efficiencies, provide backup resources, and unify multiple locations.

While deploying a unified, back-end infrastructure solution can deliver unprecedented benefits by enabling the unification of agent groups across locations and the deployment of home-based agents, it is critically important to note that not all call center technologies are created equal. Most of today's virtual call center technologies were originally created for single-tenant, bricks-and-mortar-based deployments that have simply been repackaged as virtual call center solutions. As a result, they lack the necessary technology prerequisites for achieving corporate objectives in the areas of scalability, reliability, network security, quality assurance, local control, and a variety of other key concerns.

Oracle Contact Center Anywhere can help you achieve your call center objectives. A multi channel, multi tenant, internet protocol (IP)-based communications solution, Oracle Contact Center Anywhere has been deployed across a diverse spectrum of Fortune-class companies, federal and state agencies, outsource companies, and small- and medium-sized businesses. Tier-one phone companies around the world also use Oracle Contact Center Anywhere to deliver hosted call center services to their business customers.

Oracle Contact Center Anywhere skills-based routing engine delivers any type of media transaction (phone, fax, or internet) to those agents best qualified to help regardless of where they are located or whether they are connected over IP or the public-switched telephone network (PSTN).

With Oracle Contact Center Anywhere, your entire communications infrastructure can be centralized in a traditional service provider model (with real-time disaster recovery to a standby data center), or the infrastructure components can be distributed modularly and mirrored in real time across different locations while working together as one across the network. When infrastructure is distributed across locations, each location can become an entry or exit point between the network and the PSTN.

In such a geographically distributed virtual contact center, any form of communication can be routed to any agent or supervisor at any site over IP or circuit-switched connections by using synchronized screen data and interaction controls over the Web. Oracle Contact Center Anywhere built-in multimedia overlay networking capabilities can unify an unlimited number of geographically distributed call centers including those that use legacy telephone systems into one seamlessly integrated contact center.

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