January 03, 2013
Analysys Mason Recognizes Oracle's Best-in-Class Customer Care
By Carolyn J Dawson
Analysys Mason, a specialist industry analyst organization, has recognized Oracle (News - Alert) as the best enterprise offering customer care systems across the globe. Analysys Mason revealed this information it its latest report titled, "Customer Care Systems: Worldwide Market Shares 2011."
In a statement, Mark Mortensen, Principal Analyst, Analysys (News - Alert) Mason said, "Customer care systems are increasingly important to communications service providers as they work to gain competitive advantage and reduce customer churn. 'All-in-one' CRM systems, such as Oracle's offering, help CSPs reduce costs and grow revenue by enhancing self-service channels, improving cross-channel sales and marketing efforts and improving business analytics.”
Customer care is an extremely competitive and strong market, which produced revenue of nearly $2.78 billion in 2011. The customer care market prefers Oracle’s communications service providers', or CSPs, offering mainly due to its rapid time-to-market for new services, decreased customer assistance expenses and improved customer experience. According to the report, Oracle has been positioned at the top in general market share in terms of revenue. Oracle was also positioned at the top in 2010 mainly due its product-focused approach.
Top organizations in the customer care market are recognized by the Analysys Mason report. The report also details the global market shares in several sub-categories for suppliers. Oracle has been nominated as a major market supplier of customer care, customer relationship management, or CRM, and customer interaction systems. The organization’s considerable existence in the product-related customer care services and subscriber administration groupings is also recognized by the report.
According to Analysys Mason, Oracle's worldwide importance in the customer care market has been responsible for the organization’s powerful international brand, deep-rooted local systems incorporation associations and sturdy product architecture. Distinct cross-channel commerce and cross-channel customer care capabilities are provided by Oracle through its exhaustive solution portfolio.
Bhaskar Gorti, SVP and GM, Oracle Communications said, "In today's market, an integrated and sophisticated cross-channel customer experience is integral to attracting and retaining customers. Oracle is committed to providing CSPs the tools they need to meet customer demands, and is proud to be named the global market leader in customer care systems. We look forward to continuing to help our telecommunications customers innovate and thrive in the customer care space.”
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Edited by Brooke Neuman