Outsourcing

Oracle Contact Center Anywhere (CCA) flexible hosted solution meets the unique needs of call center outsourcers

Today more than ever competition is fierce. Outsourcers need more than technology, they need a technology partner that enables them deliver complex campaigns and stay in budget.

Oracle Contact Center Anywhere provides not only basic features but also has the depth and power of Oracle. Simple user controls, VoIP, On-Demand, multi-level skills, database access in scripts and IVR, multiple languages, etc. The CCA solutions allows outsourcers of any size to service all types of campaigns – inbound, outbound, IVR, blended, Predictive, email , chat, web callback. CCA allows you to handling multiple campaigns, real time dashboards, reporting, live monitoring, and much more. With the Oracle Contact Center Anywhere Virtual Contact Center Suite, your company can realize benefits such as:

With the robust reporting, recording, and monitoring capabilities provided by the Oracle Contact Center Anywhere solution, outsourcers can quickly add new clients, handle multiple contracts and multiple campaigns.

Ramp up Faster

Oracle Contact Center Anywhere is a hosted call center solution, so you benefit from our experience with adding clients to an existing software platform. As a call center outsourcer, can concentrate on running an effective and efficient call center, not developing and maintaining IT infrastructure. Once your Oracle Contact Center Anywhere call center is in operation, we can rapidly add seats, phone numbers and phone lines for you as you expand your business and add clients, giving you an advantage over the competition and allowing you to compete more successfully for contracts.

Improved Business Execution

With the Oracle Contact Center Anywhere solution, outsourcers can review detailed call logs and campaign performance dashboards for each of their clients, and report back to them on key metrics. Agent time is logged, so that outsourcers can easily determine the appropriate fees to charge their clients. With the power of an Oracle solution, you can analyze the performance of multiple campaigns in real-time using customizable dashboards. Since Promero has been in the business of handling outsource call centers since 2001, we can even produce custom data feeds and transmissions based on your clients specific needs.

Improved Agent Productivity

The Oracle Contact Center Anywhere solution helps outsourcers stay competitive by making their agents more productive. With every call, the agents immediately receive available customer information and contact history, so that they don't need to spend time searching for it in other applications. Additionally, as the agent interacts with the customer, they can leverage scripts and worksheets to ensure that your clients' customer service and sales expectations are met, and that all call-related notes taken by the agent are captured with the contact details. Since agents working in outsourced call centers have to rapidly learn about the products and services of new clients, the Oracle Contact Center Anywhere system includes robust supervisor monitoring and recording tools so that agents quickly become self-sufficient and effective.

Many of the type of outsourcers who benifit from the powerful features of CCA include:

Inbound and Outbound Customer Contact Centers

These operations are often referred to as call centers; however, most of these centers interact with end users via phone, electronic means (e.g., email, web, text messaging), or traditional mail or fax. Typical services provided include customer service, technical support, reservations, operator services, sales and others.

Business Process Outsourcing Operations

These include a variety of service functions including new account set-up and activation, records management, claims processing, redemption, and other similar functions.

Transaction Processing Centers

These operations typically process nonelectronic transactions such as mail.

Fulfillment Centers

These operations perform warehousing, light assembly, and pick, pack, and ship activities. Typically, this is done as a result of transactions coming from one or more contact centers.

Remittance Processing Centers

These operations process end-user payments (e.g.,credit card payments).

Field Service Operations

These include operations that dispatch service technicians to end-user customer locations for repair or replacement of products covered by warranty, service contracts, or on a time and materials basis.

Returns Processing Centers

These operations receive and process returned materials (e.g., computers, electronic goods, clothing, etc.).

Collections/Recovery Services

These operations contact commercial and/or consumer end users to recover funds owed.