QPC Contact now is based on Oracle Contact Center Anywhere (CCA) and will empower your contact centres by extending customer interaction management from the customer to any agent anywhere, well beyond the limits of traditional contact centre infrastructure. Agents can work efficiently from anywhere in the world with 360-degree views into customer interactions and real-time business intelligence.

With CCA your supervisors are empowered with instantly adaptable management screens and real-time tools for monitoring and coaching agents, no matter where they are located. Your contact centre administrators can adapt to changing contact centre business needs with real-time administration tools for managing communication business processes, interaction delivery and agents.

Oracle CCA provides the tools to deliver exceptional, personalised customer service through a variety of communication channels, including phone, fax, e-mail, chat, and web as well as a wealth of additional advanced features:

• Skills-based routing and a universal queue for phone calls, emails, faxes, voicemails, voice-over-web calls, call-backs to route customers in virtual queue, chat and web-collaboration sessions
• Inbound / outbound cross-media blending
• Integrated outbound predictive / preview dialling
• IVR - Complex IVR applications with data integration are provisioned from the visual drag-and-drop CCA Campaign Manager tool
• Chat - Includes web-collaboration / form sharing, push technology and suggested response
• email management - Includes automated email management & email routing with suggested responses
• Built in recording, supervision and agent coaching capabilities
• Voicemail, fax & unified messaging
• Screen pops - Integrated, pre-built agent UI or as separate screen
• Soft wallboard and hard wallboard support
• Secure Multi-Tenancy and "In-Tenant" partitioning
• Dynamic customer satisfaction capabilities enable customers to rate agent skills and dynamically change ACD routing by changing agent skill-ratings in real-time based on a user defined sample size
• Standardised delivery of call information to thick and thin-client CRM applications
• Built in Softswitch (SIP IP PBX) and TDM switching
• Voice over IP (VoIP)
• Hosted network architecture for scalability and resilience