The Self-Healing, Self Optimizing Call Center
Eli Borodow who was recently CEO of Telephony@Work -- now a part of Oracle
-- did a great job speaking at the Call Center 2.0 Conference this morning and gave a riveting speech about how the call center of the future will be much more automated and flexible.
As you can imagine
Conference this morning and gave a riveting speech about how the call center of the future will be much more automated and flexible.As you can imagine, he touched on multi-tenancy (a core differentiator of Telephony@Work products) and went on to say that multi-tenancy is not only useful for service providers but also for many large customers who can take advantage of multi-tenancy to share infrastructure across sites and business units without sacrificing local autonomy and control over each group’s business processes.
Call Center 2.0 was the theme of this keynote, with a focus on tight integration with Oracle’s CRM offerings, unification of the disciplines of Customer Relationship Management and Customer Interaction Management, multi-tenancy and its benefits for corporate hosting (to service diverse internal business units on common infrastructure) and commercial hosting of IP contact center technology (through carrier-partners and Oracle itself), as well as the differentiated ability to adapt and change IP Contact Center ACD business processes in real-time via human inputs into Oracle’s unified Administration Manager tool (for their multi-channel ACD offerings). The goal of such adaptability is to achieve ongoing technology lifecycle renewal, increase efficiency and maximize customer satisfaction. Eli also alluded to the fact that real-time automated
business process optimization is “call center 3.0” and that much of that is possible at Oracle today via Oracle’s Business Intelligence Suite, including its acquisition of Sigma Dynamics (a real-time analytics company that can enable real-time automated business process optimization for call centers on a custom basis based on a customized set of performance goals). Eli’s vision is that such technology will ultimately be packaged as a ‘productized’ and pre-integrated solution to empower ‘mass market’ mainstream call centers to get the most out of their Oracle ACD and CRM investments.
The point is we will soon see an increasing ability to automate call center optimization, with metrics that are driven by performance goals and the ability to make real-time adjustments to technology-driven business processes.