Atlantic Technologies is an international consulting firm specialized in the value-add configuration, implementation and deployment of applications software.

English
|
Italian

CTI: Oracle CCA

EMEA #1 Contact Center service provider.

Oracle Contact Center Anywhere (Oracle CCA), formerly CallCenterAnywhere powered by Telephony@Work, is a pre-integrated, multichannel Contact Center platform that takes communications from anywhere and routes them to anywhere.

Oracle CCA platform includes queuing and routing of traditional phone calls in addition to e-mail, chat, fax, and web callback requests.

Oracle CCA also provides blended predictive and preview dialing, interactive voice response (IVR), multi-channel reporting, tools for supervisors to manage the Call Center, and call recording-for a comprehensive, unified solution.

Oracle Contact Center Anywhere (CCA) increases Agent, Supervisor, and Administrator productivity by extending the Call Center beyond the limits of traditional infrastructure.

So Agents can work efficiently from anywhere in the world with 360° views into Customer interactions and real-time Business Intelligence (BI).

Supervisors are empowered with instantly customizable screens and real-time tools for monitoring and coaching Agents, no matter where they are located.

Administrators can adapt to changing needs with real-time administration tools for implementing moves, adds, and changes.

Oracle CCA provides with the following benefits:

CRM Integration: unifies contact center technology and CRM software, thereby delivering a complete Customer-to-Agent experience.
Multi-site/Multi-tenancy: deploy centralized Contact Center technologies on a "single system" infrastructure shared by ALL locations, regardless of geographic location.
Virtual Call Routing: connect multiple sites and home-based workers with one infrastructure.
Multimedia Capabilities: automatic call distributor with skills-based routing of all media type.
Pre-Integrated: eliminate information silos and deliver instant CTI.
Remote Supervision: monitor and coach Agents from any location.
Web-based-thin-client: user interfaces for Agents, Supervisors, and Administrators.