CRM - February 2008 - (Page insert4)

4 February 2008 Sponsored Content BY CONSOLIDATING CENTERS AND TECHNOLOGY, ORACLE CONTACT CENTER ANYWHERE SIGNIFICANTLY REDUCES POWER CONSUMPTION TO RUN BOTH THE TECHNOLOGY AND PHYSICAL INFRASTRUCTURE REQUIRED TO OPERATE TRADITIONAL CENTERS. systems enable supervisors to monitor agents in real time. They can listen in on calls and coach agents via whisper coaching or chat. Supervisors can also join or take over a call if escalation is required. Multiple levels of color-coded alarms enable supervisors to view at a glance calls that have exceeded normal lengths and listen in to see if an agent is in trouble. They can also see current statistics for all agents in the workgroups they manage by media type. One company that is utilizing virtual call center technologies is LiveXchange, based in Canada and servicing businesses across North America. LiveXchange is a new kind of Application Service Provider that provides both on-demand technology and people over a network. Their turnkey remote enablement platform offers a Anywhere enable organization to centralize technology, reducing energy consumption and technology waste by better utilizing servers in a reduced number of locations. Instead of having large technology installations at every center, technology can be centralized in a single location and route calls to agents located at home or in multiple centers across the country, or around the world. It also reduces technology waste by leveraging outdated hardware to deliver calls to agents connected to a PBX, while layering on next generation capabilities including network-based routing, multimedia queuing and remote supervision. By consolidating centers and technology, Oracle Contact Center Anywhere significantly reduces power consumption to run both the technology and physical infrastructure required to operate traditional centers. Solutions such as Oracle Contact Center Anywhere provide a method for deploying globally distributed remote agents in conjunction with existing call centers and enables businesses to tap into a workforce that extends beyond the local area, all without requiring agents to commute to work. Leveraging agents located around the world helps companies address staffing needs with follow the sun scheduling. This improves the customer experience by ensuring customer service agents are always available to help when needed, without long wait times. Whether on premise or hosted, Oracle’s virtual contact center solutions provide an effective means of supervising agents working from home. As companies move to a home-based model, there is a natural tendency to be concerned about maintaining quality. Remote supervision

Table of Contents Feed for the Digital Edition of CRM - February 2008

CRM - February 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point The Loyalty Riddle CRM Drives Down-Market Out of the Gate: Marketers Rate ’08 Traits The Pulse Consultants Adapt to CRM’s Changing Landscape Required Reading Cover Story: CRM Gets Serious Contact Center Solutions Always On Rumble in the Office The Smallest Slice Tying Up Cable’s Loose Ends Burning Up the Paper Trail Sunny Skies for Knology No More Bumps for BlueRoads Secret of My Success Re:Tooling Scouting Report Pint of View

CRM - February 2008

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