Contact Center Solutions Featured Article

January 17, 2008

Oracle Survey Finds Fluctuations in Satisfaction

By Susan J. Campbell

UK Oracle (News - Alert) User Group (UKOUG), an independent not for profit membership organization created to support Oracle stakeholders, has recently completed a customer survey. While the survey discovered valuable information, the overall feeling was certainly positive.

According to the findings of the survey, 44 percent of respondents were ‘very happy’ with Oracle University, which represented a 16 percent increase over 2006. More than half, or 54 percent, of Oracle Consulting customers reported that they were ‘happy’ with their overall experience and 76 percent would recommend their services to other organizations.

Overall satisfaction with the Oracle Corporation has increased by 7 percent in 2007, indicating that the company has implemented an effective strategy as far as customers are concerned.

The satisfaction in PeopleSoft and JD Edwards increased following the results of the 2006 survey. As a direct result of this survey, Oracle has been working with UK Oracle User Group to increase satisfaction which has been achieved through particular metrics.

Satisfaction appeared to be rather lacking in terms of Oracle Support as one in five users were ‘unhappy’ with an element of Oracle Support. The need for localized support was raised by an additional 7 percent in 2007.

Global support desks experienced an increase in dissatisfaction by more than double from 7 percent to 17 percent. In addition, 14 percent of people using an Oracle Account Team indicated that they were ‘unhappy’ with it, a 4 percent increase from 2006.

Ronan Miles, chairman of the UK Oracle User Group commented in a company statement, “The annual UK Oracle User Group survey gauges the opinions and perceptions held by Oracle customers in the UK. We are delighted that over 600 UK customers have responded to the survey and we are pleased to see that overall levels of customer satisfaction with Oracle are increasing.”

“Of particular note is the positive response by the PeopleSoft and JD Edwards communities to the efforts Oracle has made during the year following last years survey. Our communities are dedicated to assisting Oracle succeed for our shared success and we look forward to helping Oracle address the new challenges the survey raised,” Miles added.  

Oracle is used by organizations throughout the world to help streamline processes and better manage their customer information. Their integration with call and contact centers enables these organizations to capture valuable information that can be plugged back into the enterprise to better deliver services and products to the customer base.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
Mark your calendars! Internet Telephony (News - Alert) Conference & EXPO — the first major IP communications event of the year — is just days away. It’s not too late to register for the event, which takes place in Miami Beach, FL, January 23–25, 2008. The EXPO will feature three valuable days of exhibits, conferences and networking that you won’t want to miss. So what are you waiting for? Sign up now!
 


Related Contact Center Solutions Articles

    ACSI Report Says Customer Service is Slowly Getting Better

    While we like to bemoan the dismal state of customer service in the U.S., there is evidence that companies are finally getting the message, albeit slowly: bad customer service risks the entire business. The American Customer Satisfaction Index (ACSI), often cited as the national customer satisfaction benchmark, says things are getting better. [ Read More ]
    05/21/2013

    Telvista to Handle Virgin America's Unique Customer Services Program

    For those of us who fly around the U.S., Virgin America is likely a favorite. Not only do they have a modern fleet with all of the amenities-wide seats, personal video, power adapters, etc., and reasonable prices-but they also happen to provide great customer service. [ Read More ]
    05/20/2013

    Will Visa Reforms be Catastrophic for Offshore Outsourcing?

    It is safe to say that the tech industry in the United States has more than a passing interest the immigration reform bill now working its way through the U.S. congress. While immigration reform has been a hot topic for several years, it has become a priority of both the Obama administration and Congress, driven in no small measure by the presidential election results. [ Read More ]
    05/20/2013

    Uncovering the Roadblocks to First-Call Resolution

    When call centers began pursuing "first-call resolution" in the last decade, it wasn't just a buzzword. The idea of ensuring that all calls into a contact center are resolved on the very first call, eliminating the need for the customer to call back, has a whole host of benefits. [ Read More ]
    05/20/2013

[ View all Contact Center Solutions Articles ]

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier‐free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert

Press Releases