Oracle Contact Center Anywhere Review - why 4.5 stars?

Shlomi Lavi / updated: Feb 18, 2022

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What is Oracle Contact Center Anywhere?

Oracle Contact Center Anywhere is a multichannel contact centre solution that helps organizations communicate effectively with their customers. Features include multi-dimensional skills based routing, consistent service across all communications channels, call blending predictive & preview dialling, built-in Interactive Voice Response & Quality monitoring, and Multi-Site technology centralization.

Oracle is a leading enterprise solutions provider in the field of Database, Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP). In 2006 Oracle bought Telephony@Work’s CallCenterAnywhere product and integrated it into its portfolio as part of its Fusion Strategy, with the goal to connect contact centre technology with its leading CRM solutions.

Who is it best for?

Oracle Contact Center Anywhere Software is a good fit for mid-size and enterprise-level businesses with fifty agents or more. It can be used in almost any industry including engineering, healthcare, telecommunications, education, financial services, insurance, as well as outsourcers and IT service providers. The product is available as an On-Demand as well as On-Premise solution and also supports Multi-Tenant deployments.

The solution is a perfect fit for customers looking to manage multiple sites and need both remote & virtual agents. Additionally the solution provides companies with multiple communication channels including phone, email, chat or web interactions in a seamless blending of all such customer communications channels into one unified customer experience.

The product can also integrate to the existing voice delivery equipment to reduce cost of investment for price conscious customers. Finally the Management and Sales teams are empowered with detailed real-time reporting to proactively monitor customer interactions and improve customer experience and loyalty.

Oracle Contact Centre Anywhere has numerous customers across industries and these include Verizon, Telstra, Apple, Raytheon, The University of Wisconsin, AmTrust Financial, ABN Amro and Princeton Insurance.

Main features and functionalities

Oracle Contact Center Anywhere easily Integrates and seamlessly links call centre communications to enable your business to reduce capital and per-call costs, eliminate telecommunications complexity, rapidly deploy call centre features, while avoiding fragmenting customer Interactions and reducing their loyalty to your company.

The solution can integrate with a company’s own call center or PBX while at the same time offering customers the option of Oracle’s own call center switch to even further reduce integration issues. Its software offers both ACD and CTI solutions with an integrated multi-media, multi tenant, skills based routing engine.

The product can intelligently route customer communications to the right place allowing agents full customer histories to give them greater opportunities to sell new products. Call resolution is improved through a single interface with agents having real-time views of customer interactions and BI Reporting. Supervisors are empowered with real-time tools for monitoring and coaching agents to improve customer interactions. And finally the software allows you measure the success of your customer campaigns as well as track the performance of your agents in real-time.

What is the actual cost?

The cost of license starts at $29 per agent/month. ITQlick pricing score is 4 out of 10 (10 is most expensive). Access ITQlick pricing guide for Oracle Contact Center Anywhere.

Pros

• The product offers both On-demand as well as On-premise deployment options
• Oracle Contact Center Anywhere can easily measure and track agent performance even if remotely located through quality monitoring & recording of agents
• It has skills based routing to ensure the right agent with the right information can address customers’ issues quickly and efficiently
• The software has built-in IVR
• Single vendor solution from Oracle that can manage all your enterprise software needs

Cons

• It is not a good fit for small businesses and SMEs with requirements of fifty agents or less
• Oracle Contact Centre Anywhere integrates well with its own Solution portfolio and is recommended for Oracle customers
• The product does not support social media and mobile devices
• There is no free trial offered
• Proactive calling feature is not available in Oracle Contact Center Anywhere

How it stacks up?

Access a head to head analysis of Oracle Contact Center Anywhere vs alternative software solutions.

Frequently Asked Questions (FAQs)