September 23, 2008
Promero's Hosted Service to be Oracle-Enhanced
By David Sims, TMCnet Contributing Editor
Promero, a member of the Oracle (News - Alert) Partner Network, announced that the popular contact center Anywhere On Demand hosted service will be enhanced with the new features included in Oracle's Contact Center Anywhere v8.
Since 2003, Promero has used Contact Center Anywhere v6.5 for its hosted on-demand service offering. With v8, features include Multi-Channel ACD Built-In Softswitch (SIP IP PBX (News - Alert)) and TDM Switching Provides skills-based routing and a universal queue for phone calls, e-mails, faxes, voicemails, voice-over-Web calls, callbacks to route customers in virtual queue, chat and Web-collaboration sessions.
Contact Center Anywhere "replaces or co-exists with existing PBX Inbound and outbound cross-media blending, integrated outbound predictive and preview dialing IVR," company officials say.
Chat includes Web collaboration and form sharing, push technology and suggested response.
E-mail Management includes automated e-mail management and e-mail routing with suggested responses. Other features include built-in recording, supervision and agent-coaching capabilities, voicemail, fax, and unified messaging.
In March, Promero announced that it had signed a Professional Services Training Agreement with Oracle do Brasil to provide on-site sales training services to Oracle do Brasil direct sales team in the region.
Training primarily focused on Oracle's Contact Center Anywhere v8. This includes queuing and routing of traditional phone calls in addition to e-mail, chat, fax and Web callback requests. It also provides blended Predictive Dialer and preview dialing, IVR and call recording.
Earlier this year, Promero also announced the hiring of Cameron Holden as its Vice President of Sales. President Gregg Troyanowski said at the time that Holden's "knowledge and experience in architecting contact center products" will be "a great value" to our clients.
Founded in 2001, Promero sells contact center products. It's a Worldwide Oracle Certified Partner for Siebel CRM and Contact Center Anywhere, IEX Channel Partner (News - Alert) and Authorized Reseller for TotalView Work Force Management and Cognos Channel Partner for Business Intelligence.
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David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Stefania Viscusi