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Oracle
500 Oracle Parkway
Redwood City, CA 94065
800-633-0738

Solutions:

Real-Time Visual Service
Siebel Field Service
Oracle E-Business Suite
Oracle Service Parts Planning

Company 360

Revenues:
Installed Base: 300,000
Employees: 80,000
Deployment: SaaS, OnPremise

Customer References

Wells Fargo

John Ragsdale Commentary

It is hard in a brief commentary to do justice to the depth and breadth of Oracle’s solutions for service and support.  After more than a decade of internal development and key acquisitions, Oracle owns the lion’s share of the CRM market, with a major presence also for professional services automation (PSA) and field service optimization. Their growing SaaS business is also bringing Oracle’s innovative applications to a wider audience, including smaller firms.  With multiple SSPA Star Awards for service excellence, and a long roster of Oracle executive keynotes at AFSMI, SSPA and TPSA conferences, Oracle’s commitment to its customers is clear, and their vision for the future of our industry is definitely worth attention.

Functional Coverage

  eService
> Web Collaboration
> Proactive Chat
> Email Response Management
> Agent Knowledgebase
> Agent Diagnostic Tools
> Customer Knowledgebase
> Customer Self-Service Problem Diagnostic/Self-Healing
> Forums
> Remote Control/Remote Diagnostic/
Self-Healing


  Field Service
> Field Agent Scheduling/Dispatch
> Parts Inventory/Logistics Tracking
> Wireless Field Service
  CRM
> Case Management
> Entitlement
> SLA Tracking
> Customer History
> Upsell/Cross-Sell


  Contact Center
> Skills Based Routing
> Work Force Optimization
> Quality Monitoring
> Learning Management System
> Voice Self-Service
> Survey Management


  Business Consultants
 
 
 

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