The Oracle E-Business Suite Interaction Center

All companies set up goals for growth, no doubt about it. Even in not for profit organizations, the goal of achieving growth is one the important areas of focus.

In a business organization, customers are the main factors that affect growth. They bring in the much needed revenue. But when customers are not managed properly, the could cause the company to lose profits. Hence, the concept of "the more customers, the bigger the profit" does not apply in business. For example, since customers demand should always be attended to, there are unreasonable demands which need delicate handling. So many companies in the past have lost money due to customer mismanagement.

To effectively manage customer, it extremely important to have constant interaction with them to know their needs, wants, opinions and comments. The Oracle E-Business Suite Interaction Center application can take care of these needs.

This family of business applications within the Oracle E-Business Suite can integrate all interaction channels with a company's customers. These channels include emails, telephone, websites and other web services such as voice-over IP calling. The Oracle Interaction Center closely works with other applications in the Oracle E-Business Suite such as Oracle Sales, Service, Contracts and Marketing so that the company can have detailed view of its customers. This can greatly the boost cross selling and upselling as aspect of the business and give the agents quickly interact with customers and answer all their needs. When customers are satisfied, they will stick with the company or even give referrals.

The Interaction Center's Advanced Inbound Telephony integrates all major telephone systems for effective communications with customers. Also, this application can merge with CRM applications so company agents can consistently interact with customers. This application ensures that customers with the most critical needs get top handling wherever channels they are in. This can also seamlessly integrate with such services as eleSales, TeleService and iStore. For management, a web based analytics can manage and monitor the performance of customers and agents interaction.

To complement Advanced Inbound Telephony, there is also the Advanced Outbound Telephony to handling outbound calling campaigns. This features multiple dial modes, progressive dialing, predictive dialing and call recycling.

To manage emails, which is one of the most use communication media, the Oracle Email Center can handle very high volumes of incoming messages. This application can classify emails and route them to respective agents.

The Scripting tool is a great way to customize applications. This can also be used to manage creation, modification and deployment of lead agents for interacting with customers. This can help a company save money by reducing agents training time and giving automated alerts when clients contact the company. A company can make scripts to create or administer surveys to gain specific list of customer prospects. In fact, building scripts, which is often a difficult task, can be made easy with visual layout tools.

Creating an environment where customers and agents have harmonious relationships can result to better profitability and faster growth for the company.