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Oracle Demonstrates Significant Momentum With Oracle Interaction Center - Key Component of Oracle E-Business Suite Enables Businesses to Simplify, Modernize Telephony-Based Call Centers REDWOOD SHORES, Calif. — May 23, 2001 — Oracle Corporation, the largest provider of software for e-business, today announced that OracleŽ Interaction Center, a key component of the Oracle E-Business Suite, continues to build momentum as businesses around the world use Oracle Interaction Center to reduce costs, risks and complexities associated with typical call center implementations and maintenance and improve customer service, leading to increased profitability. Increasingly, more and more businesses including Data Systems Worldwide, ENTEL Bolivia and Soltre Technology, Inc. have turned to Oracle over the competition because of Oracle's single vendor solution that transforms telephony-based call centers into multi-channel e-business sales, marketing and service operations. Additionally, only Oracle provides agile, full-function interaction centers that are engineered and certified to work together. Data Systems Worldwide Because of anticipated exponential growth, Data Systems Worldwide, a multi-tiered e-business service provider, is building a new business model for hosting applications that's based on the Oracle E-Business Suite. The company plans to integrate all its internal business systems — from sales force automation to financials operations — as well as offer its clients a single, complete hosted solution. Because Oracle Interaction Center arms call center agents and managers with all the tools and information required to answer customer inquiries, resolve service issues, close sales and manage more profitable operations, Data Systems Worldwide expects to improve service to its clients as the company grows to support new business. "With the phenonmenal growth that Data Systems Worldwide has achieved over the past decade, it has become essential that we integrate our technology to a single, scalable platform," said Phil Mogavero, president for Data Systems Worldwide, Inc. "With Oracle Interaction Center, every sales and support representative has a consistent, timely view of our customers no matter how they communicate with us — through our call center, via e-mail or online." ENTEL Bolivia ENTEL Bolivia, a Telecom Italia controlled company, is using Oracle Interaction Center to redefine its customer relationship management processes, enabling the company to improve customer service and customer loyalty and increase its competitive edge — important to ENTEL Bolivia as the telecommunications market in Bolivia faces deregulation in November 2001. As a provider of wireline, wireless, ISP and long distance services, ENTEL Bolivia realized the need to improve customer management by providing service agents the right tools and requisite knowledge so they can personalize their customer interactions and turn each touch point into an opportunity for building lasting customer relationships. "By implementing Oracle Interaction Center, we've been able to significantly increase our customer service levels, thereby differentiating ourselves from the rest of the market and securing loyalty from our 300,000 customers," said Carlo Casertano, chief information officer for ENTEL Bolivia. "That's extremely important to us as we will face competition and deregulation later this year." Soltre Technology, Inc. Soltre Technology, Inc., a rapidly growing application service provider (ASP), leverages traditional and emerging customer interaction channels to provide its customers with consistent and accurate information. The company chose Oracle because it offers a single vendor interaction center solution that is fully integrated with the customer relationship management (CRM) applications in the Oracle E-Business Suite, giving the company a 360 degree view of critical information needed to support customer business needs. Soltre went live with Oracle iSupport, a key component of the Oracle E-Business Suite, in just one week and expects an equally fast deployment time for Oracle Interaction Center, which the company plans to implement next. Without modifications to the Oracle E-Business Suite, Soltre is quickly transforming its Internet-based CRM business processes to serve a global customer base more efficiently and profitably. "We needed to be up and running as quickly as possible. That is why integration was our primary concern in selecting a CRM vendor. Proposals from other CRM vendors were going to take countless months and be very expensive. Oracle, however, already offered a complete, fully integrated CRM solution," said Vivian Chow, president and chief operating officer for Soltre. "All the time we've saved in implementing Oracle has allowed us to speed time-to-market and re-deploy our people for more effective partner development activities." In summary, momentum for Oracle Interaction Center is increasing because companies need a single vendor call center solution that is integrated and certified to work together, enabling them to reduce costs and risks associated with typical call center implementations. Companies are also recognizing the need for an integrated call center solution so that customer information obtained from one channel can be shared across all other channels. With complete customer information that is immediately accessible across the enterprise, call center agents can focus on attracting and retaining profitable customers. About Oracle Oracle provides the software that powers the Internet. For more information about Oracle, please call 650-506-7000. Trademarks Oracle is a registered trademark of Oracle Corporation. SOURCE: Oracle Corporation Philosophy | Board of Directors | News & Resources | Careers
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