In today's fiercely competitive communications market, service providers are locked in a battle for customers and wallet share. Efficient customer acquisition and retention is critical. In response to the competitive pressure, many service providers are moving from a network-centric to a customer-centric mindset in order to provide excellent customer service, build brand loyalty, and maximize profitability.
Oracle is the global market leader in customer care applications. Our extensive solution portfolio, which combines the strengths of Oracle, Siebel, PeopleSoft, and JD Edwards, enables you to:
Customer data is often fragmented across multiple disparate systems, inhibiting your ability to gain a single, complete, and accurate view of the customer. Without such a comprehensive view, it's practically impossible to understand preferences, analyze behavior, or recommend relevant offers. The first step toward creating a customer-centric business is to take control of your customer information, create one version of the truth, and make it available to all systems and authorized personnel.
- Gain a single view of the customer across multiple systems (including third-party systems)
- Share all customer data across all systems and with all the right personnel
- Empower call center agents with a single, accurate view of the customer
Providing excellence and efficiency in customer service is a key factor in raising customer satisfaction and building brand loyalty—especially in an environment where service offerings can be replicated by competitors. Oracle's extensive portfolio of customer relationship management solutions combines the power of Oracle, Siebel, PeopleSoft, and JD Edwards, enabling you to enhance the customer experience and focus on creating, selling, and servicing a portfolio of innovative offers that are appealing and competitive.
- Improve call center productivity, with the world's best-selling customer care applications
- Increase customer satisfaction and reduce customer service costs, with internet-based self-service and online billing
The key to growing Average Revenue Per User (ARPU) is to offer the right products or service bundles to the right customers at the right time. Oracle provides an extensive portfolio of sales, marketing, and analytics applications, enabling you to gain a clear picture of each customer, analyze individual customers, and maximize up-selling and cross-selling opportunities across all channels.
- Analyze buying habits and behavior at the level of individual customers
- Recommend the most relevant offers in real time
- Make offers available across multiple channels, including call center and Web
- Improve your success rate over time, with self-learning diagnostic tools
GAIN INSIGHT INTO CUSTOMER PREFERENCES AND BEHAVIOR
