Oracle has announced the latest release of Oracle Contact Center Anywhere, Oracle's all-in-one multichannel IP contact centre solution.
Following the release of Oracle Contact Center Anywhere 8.1 in June, version 8.1.1 builds on Oracle Contact Center Anywhere's scalable, multichannel solution that provides agents with a 360° customer view across a wide array of communication channels including voice, e-mail, chat, fax, Web and interactive voice response (IVR), enabling organisations to communicate more seamlessly and effectively with their customers.
New features in Oracle Contact Center Anywhere 8.1.1 include enhanced administration and platform management, architectural and Voice over Internet Protocol (VoIP) improvements, new system level reporting and enhancements to the client interface.
Enhanced administration and platform management
Using the new creation wizard, users can now rapidly deploy contact centres, and select capabilities based on the contact centre needs. New administration features also enable better user management through the automated ability to disable user logins, limit total user logins, and automatically set agent extensions.
VoIP and architectural improvements
Oracle Contact Center Anywhere now optimises voice network usage and bandwidth by routing voice through the core system as needed, which enhances the distributed voice capabilities by routing realtime media to the platform only when needed for services such as recording, conferencing, IVR, or monitoring. In addition, newly optimised Web Service interfaces provide better bandwidth usage between client applications over the Internet and LAN.
New system level reporting
Enhanced reporting capabilities provide system administrators the ability to monitor and track all changes made to the system configuration. These improvements also make it easier to do security audits, allowing administrators to identify improper attempts to gain access to the system.
User interface enhancements
The Supervision Manager user interface in the new release has a graphical display of realtime supervisor key performance indicators, providing visual indicators of contact centre trends and status. Further improvements to the client allow agents to manage voice interactions through the automatic call distributor (ACD), via a phone-only connection, which provides contingency planning in case of network or site interruption.
Oracle Contact Center Anywhere 8.1.1 is built to run on Oracle infrastructure software including Oracle Database 10g 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.