Call Center Software Featured Article

Oracle CRM On Demand Release 19 Innovation Pack Features New Capabilities

By Anshu Shrivastava
TMCnet Contributor

Oracle (News - Alert) has revealed that the just unveiled Oracle CRM On Demand Release 19 Innovation Pack integrates hosted call center technologies and enterprise-marketing capabilities designed to drive revenue and productivity, reduce costs and improve the customer experience.

To organizations, the innovative pack provides a hosted contact center and other important enterprise marketing features, completely eliminating the need to rely on outside partners or other providers.

“The release of the Oracle CRM On Demand Release 19 Innovation Pack with Hosted Contact Center and Oracle CRM On Demand Marketing Release 5.4 heralds a new opportunity for organizations to reduce the cost and dependency on outside partners for individual features and services,” said Anthony Lye, senior vice president of Oracle CRM.

The new hosted contact center enables the existing hosted voice, voicemail, email and customizable IVR and ACD capabilities to augment chat, co-browsing, response libraries, multi-party conferencing, suggested email responses and a pre-built integration interface for third-party telephone hardware and software companies. Moreover, for sales and service agents the hosted contact center creates a cutting-edge dynamic to quickly and efficiently deliver answers to customer questions, within the same system and without additional investments.

Company officials revealed that the Oracle CRM On Demand Release 19 Innovation Pack Performance features scalability enhancements that extend Oracle CRM On Demand with faster processing and reliability.

Additionally, Oracle CRM On Demand Marketing Release 5.4 is included within Oracle CRM On Demand Release 19 Innovation Pack. Company officials said that this provides new capabilities that deliver an enhanced user experience and more deployment flexibility.

The efficiency of marketing teams has been dramatically increased as Oracle CRM On Demand Marketing Release 5.4 simplifies the process for marketing professionals to build and manage campaigns, websites and customer-facing documents.

Plus, it features enhanced list management that creates specific segments, targeting the right content to the right customer. Additionally, Oracle CRM On Demand Marketing Release 5.4 comes with new role management capabilities that allows marketers to tailor Oracle CRM On Demand to unique business processes and to market individually to each user.

Earlier in August, Oracle entered into an agreement to acquire InQuira (News - Alert), a provider of best-in-class service knowledge management software that supports Web self-service and agent-assisted service.