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

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!