ORACLE ADVANCED INBOUND TELEPHONY

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1 ORACLE ADVANCED INBOUND TELEPHONY KEY FEATURES Oracle Advanced Inbound Telephony is an application that COMPREHENSIVE CTI AND TELEPHONY SUPPORT Support enterprise-wide, multi-site contact centers Support for both traditional and IP-based ACD platforms Pre-built adapters for CTI integration with leading PBX, ACD and CTI middleware vendors minimize integration time and deployment cost Fully integrated with Oracle TeleSales, Oracle TeleService, Oracle Collections, Oracle istore, and Oracle isupport E- Business applications Out-of-the-box integration for inbound and outbound calls Oracle Telephony Adapter Software Development (SDK) toolkit enables custom integrations to almost any PBX/ACD and middleware combination integrates telephony into Oracle E-Business Customer Relationship Management applications. Oracle Advanced Inbound Telephony is a key component of the Oracle E-Business Suite s Customer Relationship Management solution, an integrated solution that drives profitable customer interactions. Easily Integrate Telephony into CRM Applications Telephony integration makes your call centers more efficient and your service more personalized because agents see customer and transactional information such as service request the moment the phone rings. Oracle Advanced Inbound Telephony integrates leading PBX, ACD, and CTI platforms into Oracle CRM applications. It provides pre-built adapters for leading telephony platforms and a powerful SDK for building custom integrations to other platforms for which out-of-the-box adapters are not provided. Its open and extensible architecture enables call centers to scale easily from departmental call centers to enterprise-wide, multi-site contact centers. With Advanced Inbound Telephony, CRM applications leverage the full power of the telephony investments. ADVANCED QUEUING AND CALL HANDLING Screen pop to Oracle E- Business Suite applications using IVR responses, telephony data, and Web callback data Configurable screen pop rules determine the application launched based on call information, call classification, and the agent s role IVR interface to capture IVR actions and data for enhanced screen pop Supports basic call control: answer, hang up, hold, and retrieve from hold Supports call transfer and conference to other agents and route points (ACD queues), both with and without interaction context Figure 1: Advanced Inbound provides plug-in integration from leading telephony platforms into Oracle CRM applications 1

2 Enterprise call and data transfer allows transferring calls with context to agents at other sites with different PBXs/ACDs Click-to-dial outbound calling from within an application by selecting the customer contact and phone number Speed dial directory of internal and external phone numbers from within the Oracle Softphone Integration with Oracle isupport and istore for web callbacks ENHANCED AGENT PRODUCTIVITY THROUGH UNIVERSAL WORK QUEUE Comprehensive view of all media and non-media related work items such as inbound calls. service requests, tasks Helps agents to organize and act on application work from pre-defined nodes with work summaries, counts, filters and sorts Agents may perform simple and quick actions on one or several work items Configurable screen pop timing based on the agent s work state can defer screen pop until the agent answers a call or completes any open interactions Intelligent blending balances agent assignments with incoming and outbound calls to maintain service levels and improve agent productivity Pop-up alerts of important work item changes through UWQ notices enable agents to respond quickly to critical work events such as work item assignment, escalations and customer updates Interaction controls and session tracking record timings for key agent actions including login, logout and break, as well as time on calls and application work items With Oracle Advanced Inbound Telephony you can: Increase Agent Throughput Improve Call Center Efficiency Leverage Telephony Investments Increase Agent Throughput Oracle Advanced Inbound Telephony streamlines call handling and work access, so agents can deliver quality service faster and at lower cost. CTI to Business Data Integration Helps Agents Anticipate Customer Needs Oracle Advanced Inbound Telephony ties the customer s IVR responses and previous contacts together with the customer and transactional information to deliver a screen pop at agent s desktop with the right information such as customer name, customer number, contact name, and the transaction details. It enables the agent to immediately understand the context of the call. Service Business World Customer Number: 2813 Contact Name: Andre Beaulie Figure 2: Agents automatically receive customer and transactional information on their desktop Softphone Gives Easy Access to Basic and Advanced Phone Functions Agents need a mean of automating common actions for reliable and consistent handling of calls. The softphone provides full call control and advanced features such as click to dial, call and data transfer, conferencing, a notice controller for timely alerts, and queue control and break buttons in one convenient package. Universal Work Queue Increases Agent Productivity Oracle s Universal Work Queue is the foundation component that provides agents a one-click access to all their work tasks media work such as inbound calls and nonmedia work such as service requests and tasks. It shows call counts by classification, and also gives agents the tools to organize, filter, and sort their non-media related assigned work items such as service requests, tasks, escalations, opportunities. Agents can request work from the call queue and other CRM application queues, zoom in on task details, and execute quick actions on single or multiple tasks quickly. 2

3 Figure 3: The Universal Work Queue helps agents view, organize, and act on media and non-media tasks assigned to them Improve Call Center Efficiency Oracle Advanced Inbound Telephony minimizes agent idle time and helps the service providers maintain the highest levels of call center availability. Work Prioritization Improves Service Levels Meeting service levels while tightly controlling staff costs is a delicate balancing act with high penalties for failure. Oracle Advanced Inbound Telephony provides the tools to help service providers prioritize the work for timely completion. The system delivers work from queues ordered across work type by global priority and due date. Interaction blending prioritizes requests across contact channels to ensure that queues are efficiently managed and worked upon. Advanced Interaction Control Ensures Agent Readiness Advanced Inbound Telephony s interaction control seamlessly orchestrates the flow of activities between the phone and CRM applications to ensure that calls go to agents who are ready to receive them. After an agent completes a call, the system can delay making that agent available again until he or she has completed the wrapup steps required by the previous call. Figure 4: Interaction control blocks new calls until the agent has completed wrap-up actions from the previous call 3

4 Load Balancing Provides Comprehensive Failover Any interruption of call center operation costs money and alienates customers. Oracle Advanced Inbound Telephony provides load balancing across multiple servers to ensure continuous operation. When a service or entire server fails, one or more parallel running services fill in by taking up the workload to keep the center running. This same load balancing technology helps Oracle Advanced Inbound Telephony scale to support hundreds of users. Leverage Telephony Investments Oracle Advanced Inbound Telephony maintains the value of your call center investment by working with the equipment you have today and the equipment you may add in the future. Packaged Integration Allows Fast, No-Assembly-Required Implementations Oracle Advanced Inbound Telephony gets your telephony integrated quickly with your business applications. It is built to plug in to the your CTI infrastructure and is already connected with Oracle E-Business applications for seamless execution of screen pops, handling of contact flows, and capture of interaction activities. In most cases, you only need to install the software and configure their environment to telephony-enable the Oracle Applications. So you can forget about the arcane details of call event handling and immediately get down to business. Oracle-Certified Telephony Platforms Guarantee Reliable Operation An integrated call center is a complex network of switches, IVRs, middleware, and business applications. Oracle Advanced Inbound Telephony provides pre-built certified integrations with market-leading platforms including Intel NetMerge Call Processing Software, Genesys Interaction Connector, Aspect Contact Connector, and Cisco ICM. SDK Allows Custom Integrations to Most Hardware and middleware Oracle Advanced Inbound Telephony is built on an extensible architecture that easily allows you to build custom integrations to middleware and ACD combinations that are not supported out-of-the-box. Oracle Telephony Software Development Kit (SDK) is a full set of public APIs and diagnostic tools along with clear documentation. It allows you to build custom integrations to almost any PBX/ACD and middleware combination. Oracle provides partners and customers with the same SDK that is used to build Oracle certified server-side adapters. SDK can also be used to build client-side adapters in which direct CTI enabled E- Business Suite forms such as Universal Work Queue, Contact Center, Service Request, and ebusiness Center integrate with a 3rd party softphone directly, without using the components of the server-side adapters. The embedded plug-ins in these forms can communicate with a third Party CTI application using HTTP message requests (encapsulated in XML format), thus enabling the third party CTI application to trigger a screen pop on the forms. All the call control and telephony state management remains on the CTI application. With SDK, you can integrate all of their existing hardware/ middleware that they have and the ones they will have in the future. 4

5 KEY BENEFITS Improve call center efficiency and deliver seamless customer interactions via integration with TeleSales, TeleService, istore, and other Oracle CRM applications Leverage existing telephony investments through native CTI support, IVR integration, and support for leading switches and CTI middleware Ensure critical customers receive top handling, no matter which channel they use Oracle E-Business Suite The Complete Solution Oracle E-Business Suite enables companies to efficiently manage customer processes, manufacture products, ship orders, collect payments, and more all from applications that are built on unified information architecture. This information architecture provides a single definition of your customers, suppliers, employees, and products all important aspects of your business. Whether you implement one module or the entire Suite, Oracle E-Business Suite enables you to share unified information across the enterprise so you can make smarter decisions with better information. RELATED PRODUCTS AND SERVICES: Oracle Advanced Outbound Oracle TeleService Oracle TeleSales Oracle Marketing Oracle Collections Oracle Center RELATED SERVICES The following services are available from Oracle Support Services: E-Business Suite Accelerators Oracle Application Solution Centers Oracle University Oracle Consulting Copyright 2009, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners