Contact Center Solutions Featured Article

Analysys Mason Recognizes Oracle's Best-in-Class Customer Care

January 03, 2013

Analysys Mason, a specialist industry analyst organization, has recognized Oracle (News - Alert) as the best enterprise offering customer care systems across the globe. Analysys Mason revealed this information it its latest report titled, "Customer Care Systems: Worldwide Market Shares 2011."

In a statement, Mark Mortensen, Principal Analyst, Analysys (News - Alert) Mason said, "Customer care systems are increasingly important to communications service providers as they work to gain competitive advantage and reduce customer churn. 'All-in-one' CRM systems, such as Oracle's offering, help CSPs reduce costs and grow revenue by enhancing self-service channels, improving cross-channel sales and marketing efforts and improving business analytics.”

Customer care is an extremely competitive and strong market, which produced revenue of nearly $2.78 billion in 2011. The customer care market prefers Oracle’s communications service providers', or CSPs, offering mainly due to its rapid time-to-market for new services, decreased customer assistance expenses and improved customer experience. According to the report, Oracle has been positioned at the top in general market share in terms of revenue. Oracle was also positioned at the top in 2010 mainly due its product-focused approach.

Top organizations in the customer care market are recognized by the Analysys Mason report. The report also details the global market shares in several sub-categories for suppliers. Oracle has been nominated as a major market supplier of customer care, customer relationship management, or CRM, and customer interaction systems. The organization’s considerable existence in the product-related customer care services and subscriber administration groupings is also recognized by the report.

According to Analysys Mason, Oracle's worldwide importance in the customer care market has been responsible for the organization’s powerful international brand, deep-rooted local systems incorporation associations and sturdy product architecture. Distinct cross-channel commerce and cross-channel customer care capabilities are provided by Oracle through its exhaustive solution portfolio.

Bhaskar Gorti, SVP and GM, Oracle Communications said, "In today's market, an integrated and sophisticated cross-channel customer experience is integral to attracting and retaining customers. Oracle is committed to providing CSPs the tools they need to meet customer demands, and is proud to be named the global market leader in customer care systems. We look forward to continuing to help our telecommunications customers innovate and thrive in the customer care space.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence's Ninth Consecutive Year of Happy Employees

Interactive Intelligence managed to land in position 14 on Indiana's 2015 Best Places to Work list, taking its slot in the "major companies" category. [ Read More ]
05/27/2015

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!