Ranu Srivastava

Oracle Advanced Inbound Oracle Advanced Inbound is designed to consistently and effectively handle customer interactions by intelligently routing, queuing and distributing media items. Oracle Advanced Inbound offers CTI support for market-leading traditional ACD/PBX and IP Telephony platforms, and provides enhanced screen pops on customer data into the Oracle e-Business suite application. Oracle Advanced Inbound is fully integrated with Oracle TeleSales, Oracle TeleService and Oracle Collections, thereby minimizing integration time and deployment costs. Oracle Advanced Inbound also provides the Oracle Telephony Adapter SDK, which can be used to integrate other PBX/ACD and CTI middleware combinations that are not supported by an Oracle telephony adapter. Oracle Advanced Inbound is required to telephony enable business applications in the Oracle eBusiness Suite. "Telephony-enabled" means that the application can communicate with a telephone system for inbound calls, outbound calls, or both by way of the CTI middleware that handles the messaging between the customer's PBX/ACD and the business application. The Oracle Advanced Inbound bundle consists of the following products: Oracle Interaction Center Server Manager, Oracle Universal Work Queue, Oracle Telephony Manager, Oracle Interaction Center Intelligence and Oracle Interaction Blending.

Oracle Advanced Outbound Oracle Advanced Outbound is another key part of the Oracle eBusiness Suite of applications. It is the module of Oracle Interaction Center that addresses outbound telephony. Oracle Advanced Outbound consists of two main components:

■ A tactical list manager, which determines who to call and when to call them

■ An outbound dialing engine, which dials numbers and transfers live contacts to interaction center agents

Oracle Advanced Outbound integrates with and relies on Oracle Marketing Online to create campaigns and lists to execute. Oracle Advanced Outbound serves as the execution arm for these marketing lists to maximize both outbound list penetration and agent productivity. Oracle Advanced Outbound also integrates with desktop applications like Oracle TeleSales and Oracle Collections to handle the actual customer interactions. Oracle Advanced Outbound can be used any time agents need to contact parties via the telephone.Oracle Advanced Outbound also integrates with Oracle Interaction History to provide feedback that marketers can use to analyze and measure the success of the marketing campaign, thereby providing a closed-loop marketing process. Oracle Advanced Outbound does not include any other telephony management modules, and thus requires the use of Oracle Advanced Inbound.

Oracle eMail Center Oracle eMail Center is designed to satisfy requirements for inbound customer support, e-mail interaction management, and outbound sales and marketing e-mail message processing. Oracle eMail Center helps your business respond to e-mail queries with clear and comprehensive replies in a much more efficient manner. Oracle eMail Center automatically generates suggested responses and scores them according to how closely they match the requirements.

Oracle Scripting Oracle Scripting is a set of tools to facilitate the process of gathering of information for the benefit of the enterprise. Oracle Scripting is composed of several components: the Script Author, the Scripting Engine, the Scripting Administration console, and the Survey Administration console. The Script Author is the development tool with which customized business requirements are translated into miniature programs known as "scripts." Each implementation of Oracle Scripting employs at least one customized script built by Oracle Consulting, consulting partners, or the enterprise. There are various ways in which scripts can be employed to gather or distribute data for an enterprise. For example, a script can serve to unify an agent's desktop by integrating aspects of various applications, or as a survey questionnaire to solicit specific information from the sample or target population. The Script Author offers two ways to create a script, including graphical layout tools and a Script Wizard component.The Scripting Engine is responsible for displaying the script to the end user,interpreting the end user's responses to questions and answers, and processing custom code developed in support of the script. The Scripting Engine includes two interfaces (one for agents, and one for executing a script using a Web browser). Any script executed in the Web interface requires survey campaign administration.The Scripting Administration console provides the user interface with which script developers can launch the Script Author as a Java applet, and script administrators can administer Oracle Scripting files, as well as generate, view and analyze a panel footprint report.The Survey Administration console provides the user interface with which survey administrators establish and maintain survey campaign information, define andmanage survey deployments, and view responses from data received.

Oracle Universal Work Queue Oracle Universal Work Queue is an agent portal that presents and delivers work items generated through customer contact channels or business applications.Agents can select work directly from the Oracle Universal Work Queue desktop user interface. Work which originates from a customer contact channel, such as a telephone call or an e-mail, is called a media work item. Work which originates from a business application, such as a task or lead, is called an application work item. You can set up Oracle Universal Work Queue to handle application work items only, or both application and media work items.

Oracle Interaction Center Intelligence Oracle Interaction Center Intelligence is a Web-based reporting solution that provides intelligent reports that facilitate day-to-day operational and long-term strategic decisions. The data is presented to the user in a easy-to-use portal format. This format gives the user a unified, role-based, and easily customizable view of Interaction Center information. Data presented includes session information, agent productivity metrics and key performance indicators (e.g., speed to answer and abandon rate).Oracle Interaction Center Intelligence is built on an Oracle proprietary Java-based technology stack (Oracle CRM Foundation, also known as JTT) and a three-tier architecture:

■ The first tier consists of the front end (client) which presents the application through an Oracle Applications-compliant Web browser.

■ The middle tier is comprised of the Apache Web server and application server, which included as part of the installation of Oracle Applications release 11i.

■ The third tier represents the database, which is comprised of an Oracle 8i or 9idatabase.

Oracle Interaction History Oracle Interaction History provides a real-time repository for recording contact interactions and relevant business events between businesses and customers. Interaction History also provides a user interface for administrative set up and as well as for the viewing and querying of interactions and events.This release of Oracle Universal Work Queue includes the following enhancements:

■ Work Panel

■ User-Definable Work Selection Controls

■ Get Work Access Control

■ Customize Queues

■ Proxy Settings

■ Keyboard Navigation

■ Classification-Action

■ Configuration of Network Time-out for Idle Agents

■ Quick Filters

Add comment