For those of you who are interested in the Telephony@Work product, it has a new name.
It is now called contact center anywhere, the data sheet is here:
http://www.oracle.com/applications/call-center-anywhere.html
The functions that I think are interesting include:
- voice coaching whereby a supervisor can talk to the agent and coach him through the conversation.
- wallboard support, so that information from the system can be passed to interested parties.
- multi-site/multi-tenancy particularly useful in government circles where shared service centres are becoming the norm.
