A key aspect of offering offer high quality services is the ability to quickly and efficiently profile customers and route them to the correct response channel. OASIS on-call hosted contact centre makes it easy to determine how each contact is to be processed, be it a call, an SMS or an email and can seamlessly route customers to automated speech services or to correctly skilled agents or agent groups located anywhere in the world.

By allowing contact centre agents to take advantage of all the features of a powerful, on-premise ACD within a more flexible, low-risk, "hands-free" hosted environment, OASIS on-call opens up a range of new possibilities.  OASIS includes the following key features:

• Powerful ACD with flexible skills-based routing
  
  
• Full VoIP capabilities
  
  
• Highly scalable to support fluctuating call volumes
  
  
• Profiling for each call, in real time, to determine the optimum call routing logic 
  
  
• Options to personalise the customer service experience
  
  
• Single-number access to your organisation with intelligent call routing across contact centres, branches, home offices and other locations worldwide
  
  
• Integration of multi-channel customer interaction with voice, SMS and email
  
  
• Seamless integration of IVR speech based systems with OASIS on-call Speech & SMS applications for self-service and confirmations
  
  
• Range of integration options to rapidly integrate to a customer’s back end systems for agent support
  
  
• Progressively increasing number of interfaces available to third-party CRM systems
  
  
• Integrated hosted workforce management system packages with OASIS hosted contact centre
  
  
• Range of options for CTI from OASIS OpenCTI to third party options.
  
  
• Agent-to-agent and agent-to-supervisor dialling, conferencing and transfer

• In-queue announcements
  
  
  • Agent-observation with audio and screen monitoring
    
    
  • Integrated call and agent desktop recording
    
    
  • Web-based management information and reporting
    
    
  • Rapid service development with lower risk and lower initial expenditure
    
    
  • Step-by-step migration from existing on-premise systems with Volt Delta’s services team supporting each customer
    
    
  • A wide range of systems integration skills to provision integration to and exploit retained systems
    
    
  • 24x7 operational monitoring, support and maintenance by experienced OASIS on-call operations staff