Volt Delta announces the launch of OASIS Smart-Station and OASIS Smart-Station for Microsoft Dynamics™ CRM
NEW YORK AND SUNBURY-ON-THAMES, UK, SEPTEMBER 16, 2008: Volt Delta, a subsidiary of US based Volt Information Sciences (NYSE: VOL), today announces the launch of OASIS Smart-Station and OASIS Smart-Station for Microsoft Dynamics™ CRM.
Part of Volt Delta’s OASIS contact centre suite of products, OASIS Smart-Station offers a totally integrated agent desktop environment. It provides full telephony and media management for the agent as well as presenting all required applications and services. The approach includes use of individual tabbed views for each agent application, easily visible and available to the agent, so simplifying service delivery. As each call arrives these tabs are automatically popped and configured ready for use by the agent.
OASIS contact centre is a fully featured contact centre ACD with skills based routing, support for both traditional telephony and VoIP with SIP signalling, integrated call recording, integrated IVR and with media blending for non-voice traffic such as email and SMS.
Additionally OASIS Smart-Station for Microsoft Dynamics CRM is also being released and this offers a very rich and flexible CTI interface between the OASIS contact centre package and the Dynamics CRM system. This close level of CTI integration brings the benefits of immediate screen pop of the customer’s details on call arrival, based on either the caller’s telephone number or use of other information that the customer may have provided to an OASIS self-service speech application. There is full integration between both applications to ensure that call notes entered into OASIS Smart-Station are automatically attached to the contact’s record in Dynamics. Similarly as calls are made, OASIS passes this information so that all details are logged within the Microsoft Dynamics CRM application providing a complete history for the contact.
Our Microsoft Dynamics CRM implementation also exploits the OASIS Smart-Station tabbed views approach to provide a number of additional screen pops for account-related information and other services. These could include the automatic screen pop of a separate browser window for a customer’s web-site, an immediate customer location with a map and Virtual Earth display based on the customer’s address and even automatically performing an Internet search to provide further details.
In addition, users of Dynamics are presented with a dedicated “click to connect” button from within the Dynamic application, offering easy selection of a contact’s range of telephone numbers for immediate dialling via OASIS. This “click to connect” functionality is available separately, allowing other users and resellers of Microsoft Dynamics to package this functionality with their own applications and then utilise it in conjunction with the OASIS on-call hosted contact centre service offering.
The integration between the two applications uses the latest tools and approaches such as the use of Microsoft’s Presentation and Communication Frameworks (WPF & WCF).
Rich Oldach, president of Volt Delta said, "With the launch of both OASIS Smart-Station and OASIS Smart-Station for Microsoft Dynamics we now offer a highly integrated environment for the more efficient handling of calls and customer contacts. Coupled with our fully IP-based OASIS contact centre and with our range of self-service applications I believe that we offer a real end-to-end and compelling intelligent customer management capability. The OASIS contact centre is available both as an on-premise offering and also as a hosted service, offering our customers flexibility as to how they benefit from deploying our technology.”
About Volt Delta
Volt Delta, a wholly owned subsidiary of Volt Information Sciences, Inc., is a leading global provider of both hosted and customer-premise directory assistance solutions, content and data services to the telecommunications industry as well as providing a large variety of hosted solutions to the enterprise market. Volt Delta designs, develops, integrates, markets, sells, leases, licenses and maintains computer-based directory assistance software and systems and other database management and telecommunications services for the world-wide telecommunications market. Volt Delta provides carrier-grade hosted call routing and automation services for enterprise call centres for both legacy TDM and VoIP call transport. LSSi Europe Ltd, a wholly owned subsidiary of Volt Information Sciences, Inc., offers a portfolio of leading content and content management solutions. For further information please visit www.voltdelta.com in the US, www.voltdelta.net elsewhere, www.volt.com and www.lssieurope.com.
Contacts:
VoltDelta - US
Terry Saeger
+1 703-629-6391
tsaeger@voltdelta.com
Volt Delta - International
James Glasspool
+44 1932 755 555
james.glasspool@voltdelta.net
