Customer experience has become a top concern for most enterprises today. Managing customers’ online experiences across interaction channels has therefore grown to be a top priority.
Oracle’s (News - Alert) announcement yesterday that it has entered into an agreement to buy FatWire Software presents a new opportunity to address that priority.
A leading provider of Web experience management solutions, FatWire solutions are designed to allow companies to present relevant content to their customers with the aim of building community and developing loyalty. Adding FatWire to its product offerings will help Oracle complete its customer experience management solutions that enhance “online engagement” across mobile, social media and web channels, according to news posted by Oracle on the Panorama Consulting Solutions site.
Oracle’s acquisition of FatWire is said to be complementary to its Oracle Customer Relationship Management and its ATG (News - Alert) Web Commerce (which it acquired for a billion dollars in November 2010 according to CMSWire.
as well as its Oracle Fusion Middleware, Business Intelligence, Enterprise Content Management and Portal technology.
“Together, Oracle and FatWire plan to deliver the most complete web experience management solution that will enable companies to fully optimize the customer experience with innovative social tools that enable user-generated content in a managed environment,” said Hasan Rizvi, senior vice president at Oracle. “The addition of FatWire products will give Oracle the ability to provide a complete suite of software that empowers web marketers to engage visitors, converting more prospects to customers, and enhancing customer loyalty.”
FatWire, based in Mineola, New York, was established in 1996 by Mark Fasciano, Ari Kahn and John Murcott, according to a post on Gemini. The post went on to state that “FatWire launched Content Server 6.0 WCM in 2004 after acquiring Open Market's Enterprise web content management assets one year earlier. In 2010, the company announced a partnership with EMC (News - Alert) Corporation.” Its client base includes key customers Wal-Mart, Best Buy, Ford and Pfizer, according to Larry Dignan on ZDNet.com. Many of these customers, he said, are already Oracle ATG customers.
“FatWire solutions help organizations drive customer engagement and loyalty by offering a targeted and interactive online experience across web and mobile channels,” said Yogesh Gupta, president and CEO at FatWire Software. “This acquisition is expected to provide FatWire customers with dramatically expanded products and services to help them achieve their online customer experience goals.”
Until the transaction closes, which was stated to be “mid-year 2011” Oracle and FatWire will operate independently. The transaction’s financial details were not publicized.
Linda Dobel is a TMCnet Contributor. She has been an editor in the contact center space for more than 25 years, and has the distinction of being the founding editor of Customer Inter@ction Solutions (CIS) magazine. To read more of her articles, please visit her columnist page.
Edited by Rich Steeves