The new services, Support.Oracle.Com, an enhanced online customer care solution, and Sales.Oracle.Com, a fully integrated sales automation utility, will be supported by the infrastructure that Cisco and EMC can provide. These two key hardware partners supply Oracle with the performance, scalability and reliability required to run an "always available" online service.
"The success of our online CRM services depends on the reliability and performance of the services," said Mark Barrenechea, senior vice president, Oracle CRM. "We are pleased to be working with our partners Cisco and EMC to provide our customers with an online service with near 100% up-time."
Support.Oracle.com is based on the customer care applications of the Oracle® E-Business Suite and offers comprehensive support functionality for end-to-end customer support, from initial problem tracking through resolution. The new online service gives customer care representatives the ability to create and manage service requests and work queues, to review tasks, and to search for resolutions to many different service inquiries. Since the only tool that customer care agents need to access the system is a simple Web browser, companies can use Support.Oracle.com to operate a global, virtual support organization.
Cisco is providing the network infrastructure to help guarantee that Support.Oracle.com runs at the highest level of quality and reliability. "Support.Oracle.com is built on a Cisco networking infrastructure, giving worldwide customer care representatives using the online service secure, rapid and reliable access to relevant customer information from anywhere at anytime," said Eugene Lee, vice president of marketing for the Cisco Internet Communications Software Group.
EMC's role in the partnership is to provide the storage devices to run Support.Oracle.com, thus enabling business information to be always available to Support.Oracle.com's customers all around the world. "These new Oracle online services are utilizing the same highly reliable, scalable and flexible EMC information infrastructure that most Fortune 1000 customers rely on for their mission-critical applications. This infrastructure ensures that the service is online all the time," said Don Swatik, EMC's vice president of Global Alliances.