Contact Center Anywhere

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.

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