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MANILA, Philippines -- Oracle is now selling the Web-based model to call centers as a means of addressing challenges such as agent attrition and low customer satisfaction.

Oracle, which has built its enterprise software business on packaged products, is selling a solution called "Contact Center Anywhere" (CCA).

As its name implies, the solution can be deployed via a hosted model, or allowing a contact center to run different communication channels such voice-based telephony or email on a single IP-based infrastructure.

The product can be deployed as a multi-site solution or as an on-premise single-site solution with built-in switching and network support, according to Oracle.

One of the current challenges faced by contact centers in India, China and the Philippines is how to upgrade existing infrastructure to handle increasing customer service requirements, according to a study by industry monitor Callcentres.net.

The study, commissioned by Oracle, noted, in particular, that contact centers are "pressured" to migrate into an IP-based infrastructure as they expand and establish multi-site operations.

"In a given contact center environment, agents from different locations could be using a variety channels using different platforms," said James Owens, Oracle's CCA solution general manager for Asia Pacific.

Hosted solutions such as Oracle's CCA allow a contact center to integrate existing channels and bring new customer service channels into the system, Owens said.

According to the Callcentres.net study, those in India and the Philippines regard technology upgrade as a challenge since these two markets have maturing call center industries.

For the Philippines, Owens noted industry players are actively looking to upgrade since call centers are transitioning from handling traditional customer service support to revenue generating services.

• RP firm ‘incubates’ mobile solutions
• ExcelAsia expands BPO services in Cebu
• Apple beefs up MacBook laptops

• Poll automation should restore trust in admin
• Fear of consequences led to reconciliation
• Solon: Eliminate ‘load’ expiration