INTEGRATED AND BLENDED PREDICTIVE/PREVIEW DIALING OPTIONS.

Inbound / Outbound Call Blending
Call Center Management always appreciates the vast increase in efficiency produced by Oracle's Contact Center Anywhere Call Blending option. Call Blending creates resource pools so that agents can receive inbound calls and automatically switch to outbound calling (or vice versa) as the need arises.

Trunk lines and Call Ceneter Agents can be assigned to handle inbound calls, outbound calls, or both. Those designated as inbound /outbound agents will receive both types of calls. The pacing algorithm automatically adjusts the speed of outbound dialing as the level of inbound activity increases.

Inbound campaigns use assigned 800 or DNIS numbers to direct the Oracle's Contact Center Anywhere Predictive Dialer system. This insures that the dialer is directed to the appropriate database and script. ANI recognition presents the appropriate record on agent screens at the onset of each call. Agents easily identify which type of call they are receiving based on the script that appears at the onset of the call. Inbound calls can be held in the Call Queue until the desired resource pool is available. The Call Queue has recorded messaging functions to appropriately direct the caller.

Call Blending easily moves agents between inbound and outbound calls. During periods of high inbound call volume, call blending moves agents from outbound to inbound duty. Call Blending improves customer response time, reduces the number of abandoned calls and increases agent productivity. As inbound call volumes drop below the set threshold, call blending moves agents from inbound back to outbound calling.

asily adhere to telemarketing legislation by deploying Contact Center Anywhere's preview and predictive dialing functionality.

Deliver a variety of successful outbound voice or fax campaigns and apply the same weighted skills-based routing methodology for a consistent call handling and reporting strategy.