Additional Information

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.

In doing so, it allows for both efficient service delivery and “follow-the-sun” service models as well as offering support for home agents, a concept a growing number of contact centres are turning to in order to tap into a pool of highly skilled, highly motivated employees and simultaneously save operating costs.

By allowing contact centre operators 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.

Providing single-number access
OASIS on-call enables you to seamlessly link multiple call centres, subsidiaries or departments  and intelligently route calls from a single access number.

Following the sun
For organisations that need to provide 24/7 service, OASIS on-call can be configured to flexibly route to wherever it’s daytime and agents are at work.

Enabling agents to work from home
As the trend toward employing home agents gathers speed, OASIS on-call offers full support and access to CTI functionality, CRM and other business applications.

Transitioning to VoIP
OASIS on-call offers full support for VoIP (SIP) as well as enabling SS7 and ISDN connectivity, allowing you to continue using your existing TDM switch while moving forward with VoIP

Resources and skills for on-premise ACD lacking
OASIS on-call hosted contact centres are available as an ASP model, greatly reducing the amount of planning, purchasing upkeep and development skills need to support an on-premise system.

• Powerful ACD with flexible skills-based routing
• Full VoIP capabilities
• Dynamic scalability up to carrier grade
• Profiling  for each contact, in real time, using either generic routing logic or by accessing a customer backend database
• Personalised customer experience using the OASIS Personal database
• 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 and all OASIS on-call Speech & SMS applications for self-service
• Range of integration options to rapidly integrate to a customer’s back end systems for intelligent call routing, speech application processing and agent support.
• Progressively increasing number of third party interfaces available to workforce management systems and with third-party CRM systems
• Open CTI interface based on Envox CT Connect™ for integration with legacy PBX and ACDS and with other third party systems
• Agent-to-agent and agent-to-supervisor dialling, conferencing and transfer
• Switchboard automation with call steering and voice dialling
• In-queue announcements
• Multi-tenant facilities for a complete separation of customer environments
• Agent-observation with audio and screen monitoring
• Integrated call and screen 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 systems integration skills to continue to exploit retained systems
• 24/7 operational monitoring, support and maintenance by experienced OASIS on-call staff

OASIS on-call hosted contact centre is configured to meet each customer’s exact requirements, including routing to the longest-waiting free agent, last-agent routing, VIP routing and routing to any number of customer-definable groups based on skill, service, language and others. The OASIS on-call contact centre is an IP based platform but also one that supports ISDN and SS7 signalling.

Volt Delta’s hosted services are delivered from high tier redundant hosting sites in Munich and Berlin and from satellite sites in the UK and Netherlands. Volt Delta can take care of the entire service provision including dedicated links between customer sites and the Volt Delta hosting centres for call delivery through its network partners.

All OASIS on-call services, including the contact centre, are also offered as an on-premise range of products, complete with implementation and experienced professional services from Volt Delta International.

For more information please contact us; refer to our product literature or email us directly at: info@voltdelta.net.