Oracle provides Oracle Contact Center Telephony Analytics or Oracle Service Cloud Contact Center, which enables contact center managers to analyze the overall contact center performance. The product provides support for large numbers of concurrent users with native support for mobile and tablet devices, multi-terabyte data sets, and the largest enterprise deployment. Request
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Oracle Service Cloud Contact Center delivers key benefits, such as increased customer satisfaction and retention rates while decreasing costs; maximized customer value by increasing the cross-sell and up-sell rates; monitoring channel usage; costs; reduced CSR turnover, and increased CSR productivity and effectiveness; and provides contact center managers with understanding of customer profitability and propensity to buy. Built on Oracle Business Intelligence Enterprise Edition Platform, Oracle Contact Center Telephony Analytics can be integrated with web servers, IVR, automatic call distributor (ACD), computer telephony integration (CTI) devices, CRM, email applications, financial data, HR, supply chain, and telephony data from multiple sources.