At the DCI Sales Force Automation Conference and Exposition Oracle Corporation announced the addition of the Oracle Call Center suite to its Front Office applications, becoming the only vendor to offer an integrated call centre solution for its full line of enterprise business applications. This addition, combined with new "analytical applications" also announced previously makes Oracle the first major vendor to offer tightly integrated front office and back office applications, thus ensuring complete solutions for customer management and "one-to-one" targeted marketing. The new Oracle call center suite features a new application, Oracle Telephony Server, which provides telephone access to all information contained in Oracle(r) applications for inbound or outbound calling applications. Users can now manage high-volume centralised or distributed call centre environments and can also operate blended-function, service and sales call centers. Oracle call center suite also includes CTI-enabled service, customer care and telephone sales applications to provide intelligent call routing, third-party call control, coordinated call transfers and screen synchronisation. In addition, Oracle intends to form relationships with leading call centre vendors. This will integrate Oracle Call Center with multi-vendor "Automatic Call Distribution" (ACD) and PBX products to ensure that inbound customer calls are automatically routed to the correct agent. This creates appropriate "up-selling" opportunities for agents to increase customer intimacy and corporate ROI. Oracle`s Call Centre Suite is scheduled to be available in the second half of 1998. With these additions, Oracle becomes the only front office/sales force automation vendor to offer sales force automation, customer care and service via the three main channels for sales and marketing activities: traditional sales force, web-based and call centres. The Oracle Call Center suite is a key extension of our integrated solution to help companies make one-to-one marketing a reality" said Peter Forsyth Applications Manager Front Office Applications Development, Oracle Corporation. "Oracle is the only vendor who can offer companies a comprehensive, real time 360-degree view of their customers. This means targeted customer management to improve customer service, promote customer loyalty, increase revenues and win more business."
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