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REDWOOD SHORES, Calif.,
13-JUN-2006 05:00 AM
Oracle today announced it is expanding its CRM
On Demand offerings with the acquisition of Telephony@Work, a leading provider of IP-based
software infrastructure for hosted contact center services.
Telephony@Work's CallCenterAnywhere is a carrier-grade, multi-channel contact center
solution that provides an "out of the box" alternative to custom programming and systems
integration for on demand and on-premise contact centers. Telephony@Work's multi-tenant
capabilities enable compelling economies of scale that have been utilized by Fortune 100
companies and tier-1 carriers. In addition to offering CallCenterAnywhere through Oracle's
Siebel Contact On Demand, the technology is also sold to end-user companies and to commercial
service providers who host the technology on behalf of their corporate customers.
"One of the things we realized when we entered the CRM On Demand space is that the hosted
CRM vendors were offering partial solutions and not satisfying the needs of call centers. They
also required companies to purchase hardware and software to run a world-class contact center,"
said Rob Reid, group vice president, CRM On Demand, Oracle. "Oracle's Siebel Contact On
Demand is the only software as a service solution in the marketplace that offers comprehensive
contact center service functionality."
With the addition of Telephony@Work, Oracle becomes the first CRM applications provider,
whether hosted as a service or licensed on-premise, to unify contact center technology and CRM
software - delivering a complete "customer to agent" experience. By aligning contact center
technologies more closely with CRM and business intelligence, Oracle plans to reduce the high
cost and increasing complexity of integrating disparate contact center and CRM data, and also
offer a range of flexible deployment options.
"Traditionally, CRM applications and telephony components have been delivered as separate,
stand-alone applications requiring extensive computer-telephony integrations between the voice
and data platforms," said Mike Betzer, vice president, product management, Oracle. "With the
unified software Oracle intends to deliver running over IP telephony, service providers should see
increased productivity and an enhanced customer experience."
Financial details were not disclosed.
About Oracle
About Oracle
Oracle (NASDAQ: ORCL) is the world's largest enterprise software company. For more
information about Oracle, please visit our Web site at www.oracle.com.
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Disclaimer
This document is for informational purposes only and may not be incorporated into a contract.
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