Oracle Service Cloud Contact Center delivers key benefits, such as increased customer satisfaction and retention rates while decreasing costs; maximized customer value by increasing the cross-sell and up-sell rates; monitoring channel usage; costs; reduced CSR turnover, and increased CSR productivity and effectiveness; and provides contact center managers with understanding of customer profitability and propensity to buy. Built on Oracle Business Intelligence Enterprise Edition Platform, Oracle Contact Center Telephony Analytics can be integrated with web servers, IVR, automatic call distributor (ACD), computer telephony integration (CTI) devices, CRM, email applications, financial data, HR, supply chain, and telephony data from multiple sources.
USP : Oracle provides Oracle Contact Center Telephony Analytics or Oracle Service Cloud Contact Center, which enables contact center managers to analyze the overall contact center performance. The product provides support for large numbers of concurrent users with native support for mobile and tablet devices, multi-terabyte data sets, and the largest enterprise deployment.
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ORACLE CORPORATION Presence in Contact Center Analytics Solutions
Oracle delivers a broad range of software applications, platforms, and infrastructure technology with associated professional and managed services to large enterprises and SMEs. The company invests a significant amount of its revenue on R&D and has increased its R&D expenditure in the recent 3 years, from 2014 to 2016. The R&D expenditure in 2016 amounted to 16% of the total revenue. In the contact center analytics market, Oracle maintains its position by expanding its offerings through organic strategies, including new product launches and product developments. Oracle’s on-premises strategy remains strong while the company is expanding its cloud customer experience analytics, including web analytics offerings on cloud. In April 2017, Oracle launched new AI-based customer experience apps that enable commerce, marketing, sales, and service professionals to deliver smart experiences across the customer lifecycle in real time. Looking at the previous developments, it is observed that Oracle is more inclined toward cloud services and adding on-cloud or hybrid solutions to its existing on-premises solution portfolio to cater to its extended customer base. Apart from product development and new launch initiatives to expand its presence in the web analytics domain, the company leverages from its acquisitions of Independent Software Vendors (ISVs), thus helping in expanding its analytics offerings in various industries. In this pursuit, Oracle, in March 2017, acquired Infinity big data platform assets from Webtrends, and integrated it into its Marketing Cloud. The addition of Infinity to the Oracle Marketing Cloud is likely to strengthen the industry’s most comprehensive cloud solution to manage marketing programs across all digital channels and across the customer lifecycle.
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