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Delivering a Superior Contact Center Experience

Oracle and Genesys entered into a strategic partnership incorporating Oracle’s Communications contact center portfolio with Genesys’ solutions. Oracle will help to enable security, deliver quality of service and scalability to Genesys solutions.

Contact centers are critical to customer service across enterprises and are becoming increasingly distributed with agents in different geographic locations for redundancy and time zone coverage. Whether operated by dedicated organizations or large corporations, the goal for contact centers is to deliver superior quality of business-critical services as cost efficiently as possible.

Genesys’ PureEngage solution blends customer interactions across all channels – voice, video, digital and internal work items, while Oracle’s Enterprise Communication suite of services safeguards mission critical real-time communication and collaboration providing security, reliability and Quality of Experience (QoE). Together, Oracle and Genesys are delivering a safe, fully integrated, reliable and rich real-time communication experience.

Oracle and Genesys Partnership
Available on-premises and in the cloud, PureEngage call center software combines real-time contextual journey with intelligent customer routing. With robust, user-friendly tools, businesses can exceed customers’ expectations for personalized, seamless interactions across voice, video, chat, email, web, mobile, social, SMS and messaging channels.

Oracle’s Enterprise Session Border Controllers (E-SBC) and Oracle SD-WAN enable enterprises to deliver a high quality and secure customer experience. Connecting with SIP trunking providers is simple with 90 of the top 100 working with Oracle. Oracle increases call and video latency, decreases jitter and safeguards enterprises from fraud and threats across a network and locations.

This partnership enables enterprises to deliver superior experiences and drive digital transformation at any scale.

Create a Competitive Advantage
Latency, jitter, and dropped calls affect core KPIs and lead to customer frustration, leaving a lasting impression on your brand. Controlling chaos in a contact center can be overwhelming. Providing a secure, flexible, extensible network with analytics addresses challenges businesses encounter by enabling safe and reliable delivery of real-time interactive communications.

Secure, Resilient, High Quality Call Centers
E-SBCs enable contact centers to accelerate the adoption of real-time IP communications by removing security, interoperability, and reliability barriers. E-SBCs are fundamental network infrastructure components that enable real-time voice, video, instant messaging, and unified communications to be extended across network boundaries.

Raising the Contact Center QoE with Oracle SD-WAN
Oracle SD-WAN offers increased network capacity, improved traffic reliability, and a higher QoE while lowering costs. Oracle SD-WAN enables a secure and consolidated communications infrastructure, which delivers application and service deployment flexibility, without sacrificing availability or performance.

Customer Benefits

  • Increases the security capabilities of a customer’s call center, both from enterprise and end-customer perspectives
  • Allows customers to deliver a superior QoE for voice services to their customers; reducing customer frustration and CX efficiency
  • Provides the ability to easily scale the industry’s #1 call center solution and increases a company’s competitive advantage

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Explore the research, stories, and thought leadership to help you understand the power of moving to and using Oracle SaaS Cloud products in organizations of any size.