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

Contact Center Solutions Week in Review

The word "spanning" comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics. [ Read More ]
08/30/2014

Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
08/29/2014

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!