REDWOOD SHORES, Calif., Nov. 8 /PRNewswire-FirstCall/ -- Oracle today announced the latest release of Oracle(R) Contact Center Anywhere, Oracle's all-in-one multichannel IP contact center solution. Oracle Contact Center Anywhere 8.1.1 is made even more accessible and easier to use by providing more options to monitor and manage contact center information and employees. Additionally, Oracle announced the first deployment of Oracle Contact Center Anywhere 8.1.1 by LiveXchange Corporation.
REDWOOD SHORES, Calif., Nov. 8 /PRNewswire-FirstCall/ — Oracle today announced the latest release of Oracle(R) Contact Center Anywhere, Oracle's all-in-one multichannel IP contact center solution. Oracle Contact Center Anywhere 8.1.1 is made even more accessible and easier to use by providing more options to monitor and manage contact center information and employees. Additionally, Oracle announced the first deployment of Oracle Contact Center Anywhere 8.1.1 by LiveXchange Corporation.
Following the release of Oracle Contact Center Anywhere 8.1 in June, version 8.1.1 builds on Oracle Contact Center Anywhere's highly scalable, multi-channel solution that provides agents with a 360-degree customer view across a wide array of communication channels including voice, e-mail, chat, fax, Web and interactive voice response (IVR), enabling organizations 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 centers, and select capabilities based on the contact center 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 optimizes voice network usage and bandwidth by routing voice through the core system as needed, which enhances the distributed voice capabilities by routing real-time media to the platform only when needed for services such as recording, conferencing, IVR, or monitoring. In addition, newly optimized 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 real-time supervisor key performance indicators, providing visual indicators of contact center 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.
LiveXchange Corporation, which provides a comprehensive, turnkey service designed to equip corporations with the management tools, remote network infrastructure and remote contract agent workforce necessary to successfully operate their own "remote enabled" contact centers, began upgrading their existing implementation with Oracle Contact Center Anywhere 8.1.1 in early summer and is now live with over 100 agents on the platform and growing. LiveXchange has been working with the product since 2002 with more than 1,000 remote agents currently on the existing 7.2 platform. They will complete migration to the 8.1.1 platform in Q1 2008. LiveXchange has deployed Oracle Contact Center Anywhere to provide a multi-channel remote contact center solution that could be easily used with their customers' existing contact centers.
"Since we started the upgrade process we have been very pleased with the ease of implementation and the other enhancements with the new version of Oracle Contact Center Anywhere," said Brian Pritchard, CEO of LiveXchange. "The robust support for open source technologies is reason enough for anyone to buy or upgrade to this solution, and the Eclipse-based user interface is an especially nice feature for our remote agents running on Linux desktops." 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.
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