Contact Center Solutions Featured Article

Oracle Survey Finds Fluctuations in Satisfaction

January 17, 2008

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!
 

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!