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REDWOOD SHORES, Calif.
19-JUN-2003 12:00 AM
Oracle Corporation (NASDAQ: ORCL), the world's largest enterprise software company, today announced that Oracle Support Services recently received the 2003 "Stevie Award" for Best Support Organization from the first national American Business Awards. An all-encompassing business awards program honoring top performances in the workplace, the American Business Awards selected Oracle over finalists that included Novasoft Information Technology Corp., an SAP support partner. The honor of receiving the Stevie Award follows Oracle's recent recognition from the Service and Support Professionals Association (SSPA), which honored Oracle with its prestigious 2003 WebSTAR Service Award for the second consecutive year.
Acknowledged by the New York Post as the business world's own Oscars(r), Oracle was also a Stevie Award finalist for Most Innovative Company. Competing for consideration in more than 40 categories, 500 nominations from companies of all sizes and industries were submitted including Burger King, Fannie Mae, FedEx Corporation, Harrah's Entertainment, IBM, Nextel Communications, Muzak, ViewSonic Corp. and Xerox Corp.
Critical to Oracle's win of the Stevie Award was OracleMetaLink, a Web-based, customer-facing application that is used by over 80 percent of Oracle's global customers for self-service access to problem resolutions and interaction with Oracle(r) Support Services. Relying on OracleMetaLink, customers are able to uncover immediate solutions to their issues and log service requests electronically. Oracle's online connection to its customer also helps route service requests to the most qualified Oracle support engineer, enabling immediate customer feedback and faster time to issue resolution.
"The Stevie Awards are a way to distinguish companies and the people who work for them for their positive efforts, accomplishments and dedication to their customers and partners," said Michael Gallagher, founder and president of the Stevie Awards. "Presenting Oracle with a Stevie Award for the quality of its support organization establishes a standard of excellence in this category for future award recipients to uphold. We are pleased to honor Oracle for its outstanding achievements in world-class customer service."
"Oracle has built a support organization that strives for an intricate connection with our customers to understand their support needs and provide time-sensitive responses," said Mike Runda, vice president, Oracle Product Support Services. "The relationships we maintain with our customers are essential to both Oracle's and our customers' success. Receiving a Stevie Award for Best Support Organization is an honor that signifies the strength of our commitment to ensuring that our customers succeed."
To significantly decrease problem classification and resolution time, Oracle offers online service delivery and diagnostic tools such as Oracle(r) DirectConnect (ODC). Through ODC, with customer permission, Oracle support engineers connect directly to customer environments to provide proactive remote services, diagnostics, and collaborative online problem resolution in a shared environment. Customers that take advantage of this connection to Oracle can experience up to 40 percent faster resolution on service requests and 98 percent of the customers rate the service as beneficial.
About Oracle Support Services
Oracle Support Services offer a range of programs and enterprise support services to 214,000 customers worldwide. With a global support network of more than 4,000 support engineers that operate out of six global support centers and 1,500 field support engineers who provide direct customer care in countries in which Oracle does business, Oracle Support delivers timely and reliable service to help ensure the business success of every customer.
About Oracle
Oracle is the world's largest enterprise software company. For more information about Oracle, visit our Web site at .
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Trademarks
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