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 expect the combination of Oracle and Telephony@Work to provide the following value for our partners:
Single vendor to address customer needs for contact center infrastructure and CRM software.
Telephony@Work partners are expected to benefit from Oracle's worldwide resources and partner ecosystem, as well as preserve their investments and experience with Telephony@Work products.
Oracle partners are expected to benefit from Telephony@Work's best-in-class IP-based multi-channel contact center solution.
Enhanced relationships with contact center partners. Many opportunities exist with Oracle's existing contact center partners to deliver integrated telephony and CRM solutions. New voice technologies such as VoIP and SIP will drive additional partner opportunities going forward.
Commitment to evolve and expand partnerships. Oracle will continue working with the partner network to develop joint product roadmaps based on customer-driven requirements
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.
Doug Kennedy Vice President Worldwide Alliances & Channels Oracle
The above is for informational purposes only and may not be incorporated into a contract.