Today Oracle announced that we have acquired Telephony@Work, a leader in multi-channel IP-based contact center technology, to further extend Oracle's CRM applications. We would like to take this opportunity to express our continued commitment to the success of your business and outline the benefits that we expect this transaction to deliver to our customers.

Traditionally, CRM applications and telephony components have been delivered to customers as separate, stand-alone applications requiring extensive computer-telephony integrations (CTI) between the voice and data platforms. Delivering a multi-channel contact center that includes voice, voicemail, interactive voice response (IVR), e-mail and chat, eludes many companies simply due to the high cost and lengthy integrations required.

With Telephony@Work, Oracle will become the first CRM applications provider to unify contact center technology and CRM software delivering a complete "customer to agent" experience. The entire customer lifecycle—starting with a customer initiating communication (phone call, e-mail, Web callback, IVR self-service) to the logging of the activity in the CRM system—is planned to be delivered through Oracle's CRM suite of applications, which includes on premise Siebel CRM, Siebel CRM On Demand, Siebel Contact On Demand, Oracle E-Business Suite, PeopleSoft Enterprise, and Oracle Business Intelligence Suite.

By extending CRM applications with multi-channel capabilities, our business customers will experience higher productivity while enhancing the customer experience. They will also experience a reduction in cost and complexity of integrating disparate CRM, analytics, and communications technologies.

Whether deployed as a hosted or on-premise contact center solution, Telephony@Work and Oracle plan to deliver more cost-effective and flexible contact center solutions regardless of company size, locations or resources. We have experience in delivering an integrated solution as Oracle utilizes Telephony@Work's technology for Siebel Contact On Demand, our hosted contact center solution.

We are excited about this combination and what it means for the contact center and service market. For more information about this transaction, please visit oracle.com/TelephonyatWork.

Sincerely,

Mike Betzer
Vice President, Product Management
Applications
Oracle

 
 
 
 

The above is for informational purposes only and may not be incorporated into a contract.

 
 
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