At OracleCMS, we guarantee 90% of your calls will be answered in less than 14 seconds, this is compared to the industry benchmark of 80% of calls answered in 20 seconds.
OracleCMS never close, we offer 24/7 operation to answer your calls no matter when they arrive. How much would it cost you to staff around the clock?
 Part of the reason why we can deliver on our commitment to you is because we have cutting edge technology at our fingertips. This technology allows us to process calls efficiently, to provide an exceptional customer service experience, and importantly to ensure this high quality service is delivered reliably and consistently. When this technology is combined with our customer service expertise it creates an unbeatable combination which will positively impact on your bottom line.
Here are just some of the leading edge technologies that we use to deliver exceptional performance:
- Hopewiser address validation with unique OCMS KwikType. Our system integrates directly with the Australia Post PAF file. OCMS Kwiktype can find an address anywhere in Australia in less than 3 seconds, unlike traditional validation which can take up to a 45 costly seconds.
- PABX Customers need to be able to contact you anytime, through any method. OracleCMS’ Nortel PABX enables us to route calls to the most appropriate staff member for the type of incoming call via a choice of contact channels (phone, fax, mobile, web, email).
We are also able to provide predictive and preview dialing for outbound calling. Our PABX also enables us to provide you with a comprehensive view of what’s happening in your service with a full suite of reporting options. The PABX has the capability for recorded Voice Announcements (RVA’s) and Automatic Call Distribution (ACD).
- The Oracle is OracleCMS’s customer interaction software, allowing rapid set-up, handling and reporting of customer’s sophisticated inbound, outbound and e-mail campaigns.
The Oracle features an easy to use graphical user interface, which ensures information can be accessed and entered quickly. There are no limitations as to the number of levels of information that can be held on the system, ensuring we can hold a comprehensive database of information about your product or service. The Oracle can even link to your website for further depth and consistency of information.
Each service designed in The Oracle can be unique to our customers’ requirements.
When populating a form, our customer service specialists are assisted with The Oracle’s reference function which enables information which has been captured anywhere within the service to be used to pre-populate fields, reducing keystrokes needed to complete a call. This ensures the accuracy and consistency of information captured, whilst ensuring the customer is not needlessly held on the line.
The Oracle is also intelligent enough to direct a customer service specialist to a different call path depending on a value entered. For example, if a customer answered “Yes” to the question “Would you like a brochure mailed to you?” the next screen would be a form to input an address, if the answer is “No” a closing screen is shown.
Reporting is information-rich and easy to access, details of your calls information can easily be accessed 24/7 in a format suitable for your requirements (Excel, Access, HTM, Word, PDF...). These reports can be scheduled or produced in real time 365 days a year.
Outbound campaigns are also seamlessly managed with The Oracle campaign management functionality.
- OracleCMS can also deliver messages and information to you or your customers through email, paging, SMS, fax, text files and traditional mail.
- We have the ability to connect with our customers through a VPN and our remote customer service specialists through intra and extranet capabilities. It’s easy for you to update your service details online (for rosters and escalation etc). Plus we can host your databases or “reach into” your systems and update them remotely, resulting in efficiencies so there is no double handling of data.
- We can reach into your website or existing databases to pre-populate forms or we can create tables of data such as FAQ’s which can then be coded and analysed to discover those areas of particular interest to your customers.
- Interactive Voice Response (IVR)
- Call recording
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Because our customer service specialists can log into our system from home, we have a virtually limitless capacity and can ramp up at a moment’s notice. And if you want to count our actual seats, we have 100++!
At OracleCMS we offer a full suite of customer service and business process solutions. Is your current provider able to offer all these features? If the answer to any of these is “no” you are not maximising opportunities to improve your bottom line. So call OracleCMS now on +613 9947 4600
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