OASIS is a modern, IP-based, multi-media contact centre platform designed to promote and cultivate  intelligent contact management across a wide range of  industries and sectors. The OASIS platform supports the wide range of requirements that any organisation wanting to ensure it offers its customers intelligent contact management will have, including:

• Service differentiation and segmentation
  OASIS allows you to leverage best-practice CTI to effectively segment and target a customer base with a wider range of differentiated services. Richer and more precise, this level of CTI provides more comprehensive contact information to agents, who in turn can provide higher, more consistent service levels.
  
  
• Flexible call routing
  OASIS enables more efficient call routing across all centres and branches and allows the implementation of a virtual contact centre strategy. Such flexibility also extends to outsourced contact centres, allowing for centralised management, reporting and quality monitoring.
  
  
• Handle growing volumes of email and text messaging
  OASIS enables multi-media contact handling, so that fast-growing contact channels such as email and text messaging can be merged into the telephony mix, processed by the same agents and administrated from a single system.
  
  
• Generate CDRs for billing
  OASIS enables the generation of highly detailed, flexible Call Detail Records for use in billing systems

• Improve and leverage CRM investments
  OASIS has a flexible approach to processing and sharing contact data with other third party applications, enabling the better use of core customer data by both the agent, and by any OASIS IVR speech applications. In addition OASIS can collate and share the information it collects with specific customer applications, from CRM to ERP systems.
  
  
• Implement a virtual call centre
  OASIS allows existing contact centres, branch offices and even home workers to be easily connected into one virtual contact centre that can provide a much higher level of service availability to customers, more flexible hours of operation as well as a centralised management and monitoring approach to ensure consistent service levels across the organisation.
  
  
• Introduce centralised call recording
  Existing call recording capability may be obsolete or may only cover small pockets of activity. Implementing OASIS call recording ensures that the call experience is recorded end to end, including any IVR interaction and inclusive of the agent desktop. Easy-to-use management tools provide immediate access to any recorded call together with simultaneous playback of the agent desktop activity to allow for agent quality monitoring and coaching.
  
  
• Introduce global capability
  Many providers may operate only in certain geographies. Not so Volt Delta, since we already support customers on most continents and can offer support for any global business looking for an experienced partner to implement a consistent contact strategy around the globe.
  
  
• Offer both inbound and outbound services
  Volt Delta provides support for both inbound and outbound services via multiple media, including SMS text messaging  to enrich the customer experience. All inbound services are fully supported by OASIS, whilst for specialist outbound requirements the OASIS solution is complemented by a partner offering.
  
  
• Enable regular cost effective customer insight
  OASIS provides real insights into the customer’s experience  of the organisation in real time to allow for corrective action to be undertaken where necessary. Using an integrated and automated survey allows for a highly cost effective approach to understanding and giving insight into the customers’ views and monitoring against metrics you define or those defined by third parties such as Net Promoter Score™.
  
  
• Integrated agent desktop
  OASIS offers a wide range of agent desktops, from a comprehensive agent workbench such as the OASIS Smart-Station, providing full tracking of multi-media contacts, through to the OASIS Web-Station, a lightweight Web browser. Wherever required, integration with a customer’s own backend systems can be rapidly provided to ensure smooth workflows and the capture of integrated statistical data.
  
  
• Introduce home working
  Many organisations are assessing how they can promote more flexible workplace practices, such as home working, for staff flexibility, to reduce office costs or to reduce their carbon footprint. With OASIS IP contact centre an agent can be situated anywhere there is connectivity, yet managed effectively by the OASIS management and monitoring tools, and supported by supervisory staff when needed.
  
  
• Deploy VoIP
  Most organisations will have utilised VoIP technology as part of a move to consolidate communications and reduce costs. Nonetheless, there is still typically the need to continue the expansion of VoIP across all contact centres and staff based remotely at branches as well. OASIS offers full VoIP capability to the agent and also to your carrier’s network, with SIP signalling allowing for yet more cost efficiencies. OASIS can also support both old and new signalling technologies alongside each other for further flexibility.