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Oracle Contact Center Anywhere: Go To Market – Sales Overview CCA Sales Overview Contact Center Anywhere Oracle’s Best Kept Contact Center Secret Customer Challenges Today Capabilities and value drivers Customer Success Studies Tips to assist qualification Questions? Contact Centre Seat Outsourcing Challenges within the Contact Center Multiple user interfaces (UIs) Agents working in several different applications and UIs Disjointed business processes Lack of consolidated reporting A Typical Multi-Point Solution Contact Center Pressure for Change Strategies to Increase Performance Oracle Makes It Simple! Integrated by Design Single system Image for all media functions Common Queue for all media types Multi-Media support built in to all channels of communication Skills based Routing for all Media types – Built in. Right work to the Right Agent maximizes agent productivity CTI Routing with Customer Information built into all media Cross media customer interaction history tied to CRM Integrated Management, Supervision and Recording Key Findings From Benchmark Portal A Comparison of All-in-One vs. Multi-Point Contact Center Solutions Integration is simplified, and the ability to leverage the functionality of various applications is enhanced with all-in-one offerings. The ongoing addition of new technology, applications, and functionality is significantly easier for customers who have deployed an all-in-one solution versus those with multi-point products. As a whole, contact centers recognize the value of reducing the number of vendors they must deal with in the deployment and maintenance of contact center technology. Introducing Oracle Contact Center AnywhereUnified and Integrated By Design The Marriage of CIM and CRM Why is it called Contact Center Anywhere? The system takes communications FROM anywhere And routes them TO anywhere Multi-dimensional routing Multichannel communications Built-in IVR Built-in quality monitoring Instant Provisioning Multi-site o