The OASIS contact centre is designed to support intelligent contact management with easy service differentiation, flexible call routing and multi-media contact management. It is capable of enabling large-scale virtual contact centres across multiple sites and countries as well as supporting  home working strategies. It includes an integrated IP IVR to support a range of announcements and automated call flows.

A number of flexible CTI approaches and options are available for easy integration to third-party applications. Several third-party applications are already integrated to OASIS, including Microsoft Dynamics CRM.
OASIS is a highly modular product enabling components to be delivered and integrated into an existing infrastructure or allowing OASIS to be implemented as a centralised call routing solution, delivering calls to existing, localised contact centre ACDs.

• OASIS Call Distribution System
  OASIS Call Distribution System is the core ACD system, a highly flexible, carrier-grade system that provides a wide range of intelligent call routing and automatic call distribution (ACD) functionality. Its comprehensive ACD functionality includes core call queuing, operator mapping to multiple queues, routing of calls to agents and statistics production. OASIS also supports the routing and management of non-voice traffic, including both email and SMS, to enable a blended contact centre environment.
  
  Numerous configuration options are available for skills-based routing based on call type and operator profile, including the ability to prioritise calls and support multiple call centres countrywide or even across countries. In addition, OASIS Profile provides highly flexible control over service definition on a call-by-call basis. This can include the selection and use of either an agent or IVR as well as the definition of announcements to be played and agent applications and databases to be made available to the agent.
  
  OASIS provides a range of CTI options from its own highly flexible OASIS OpenCTI to third party options, enabling customer applications to be quickly and fully integrated.
  
  OASIS IP contact centre supports VoIP call delivery to the agent, enabling simpler networking, and also supports SIP network interconnect to the telephony network, as well as both ISDN and SS7.
  
  
• OASIS Voice
  OASIS Voice is a highly flexible, IP-based IVR enabling a range of speech-based automation possibilities to be added to any service. Supporting VXML, it works seamlessly with the rest of the OASIS contact centre and also allows interaction with SMS, email and Web-based systems. It can support basic call flows with DTMF or be deployed with the latest speech recognition and text-to-speech resources. As well as offering customer-specific speech automation solutions ,OASIS also provides a range of pre-built speech self service solutions that cover many of the typical automation requirements that customers may need.
  
  
• OASIS Record
  OASIS Record provides a complete and integrated call recording solution. With OASIS Record customers are able to record all calls, including the agent desktop. Managers and supervisors can then use the OASIS management information system to search for, select and playback any recorded call using OASIS’ inbuilt media player. OASIS then allows these calls to be quality assessed and the recorded files can be exported for further analysis using a speech analytics application where necessary.
  
  
• OASIS Agent Desktop
  OASIS offers an agent desktop solution to match each customer’s needs. These range from a simple agent soft phone through to a comprehensive and integrated agent desktop with sophisticated CTI, tracking of customer contacts, data exchange and tabbed application presentation. Our agent desktops also allow flexibility in deployment with both local installation on the agent’s PC or delivery by Web browser.
  
  
• OASIS Management
  OASIS has a range of integrated management tools making life simple for system administrators and supervisors alike. With OASIS Manager, users can quickly configure new agents and run new reports helped by “wizards” to guide them. Remote agent monitoring is provided together with consultation calls. OASIS captures comprehensive statistics and comes complete with a range of standardised reports for historical reporting and for real-time display on wallboards and at the supervisor’s desktop.
  
  
• OASIS Workforce Management
  OASIS has standardised approaches for passing information to workforce management systems for both scheduling and for real-time adherence. These specific feeds have been proven with many leading workforce management systems. In addition, Volt Delta can offer customers a market-leading workforce management solution from a partner as a packaged solution approach together with the OASIS Contact Centre.

For more information please request our product literature or contact us directly.