Oracle unveiled its next-generation customer support platform, My Oracle Support, at Oracle OpenWorld 2008, in San Francisco, this week.
Through the platform, Oracle hopes to transform the ownership experience throughout the entire software solution lifecycle.
It integrates Oracle's support portal, MetaLink, with its configuration management platform, Oracle Software Configuration Manager, to bring personalised and proactive support capabilities the company says will reduce unplanned downtime and improve system stability.
The company says it will also lower the cost of ownership and let customers resolve problems faster. "This new user experience will deliver up to 30% faster service request creation and 40% faster service request resolution," it notes.
"Enterprise customers are demanding more proactive and more simplified support from their providers to improve business agility and maximise performance," says Elaina Stergiades, senior research analyst, software support services, IDC.
"The My Oracle Support platform can deliver on this promise, a sign of continuing trends in software support services. With the My Oracle Support platform, Oracle will be able to provide a more personalised experience and streamline support delivery for its customers."
She says the product works by embedding automated configuration management capabilities into the support experience. "This allows the platform to deliver personalised support by linking detailed information about a customer's environment to Oracle's knowledge base."
Juergen Rottler, Oracle executive VP, global customer services, says Oracle is focused on delivering exceptional customer service to drive business value for its customers and to enable them to achieve maximum success with their Oracle solutions.
Other enhanced capabilities include My Oracle Support PowerView, a personal dashboard to track, manage and support systems in a single, centralised location. There are also interactive reports about components, deployments and hardware that Oracle Support can access to quickly and efficiently fix problems, concludes Rottler.
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