1.) For the area of contact center service, our company will use Oracle CRM Call
Centre on Demand. Since our company is a nationwide online video rental
company there is a need to have a system that allows management to monitor
calls since it is possible for there to be calls coming from anywhere in Canada.
The Call Centre on Demand product allows us this function. Where previously a
customer service representative may have had to access multiple systems to help a
client, the Call Centre on Demand provides a single platform for representatives
to work from. Since this product is hosted on Oracle’s network there are also cost
savings to our company from reduced hardware, software, and other IT resources.
2.) Oracle’s CRM Call Centre on Demand is an integrated function of Oracle’s larger
CRM on Demand product. The Call Centre on Demand provides organizations
with a hosted voice, voicemail, email, and Web communications call centre
services. The Call Centre on Demand is hosted on Oracle’s servers therefore there
is no need for expensive hardware or installation of complicated software. The
product is accessible to service representatives anywhere where there is telephone
and internet-connected PC. The simplicity of the product is extended into the
software functions as well. Call Centre on Demand organizes all the common
tasks that an agent may perform into one area so that when a customer calls all
their information is available to agent allowing for improved productivity.
3.) The problem this product solves is the needed for many on-premise systems from
multiple vendors and the issue of compatibility. The Call Centre on Demand
allows us to consolidate our systems and thus save cost and reduce risk of
breakdown. Also since the product can be used almost anywhere and still allow
supervision, this may allow us to offer more flexible hours and term for our agent
and thus reduce employee turnover.
With the use of this product our organization is afforded some new opportunities
- Ability to have a flexible staffing solution and extend service hours
- Greater ability to respond to seasonal demand by pay only for what we
- Greater collaboration between functions since Oracle CRM on Demand is
a multi-function service allow for a share customer database
4.) The expected result from the implementation of this product is an immediate
reduction is cost through reduced hardware and software products. Another result
would be an increase in productivity of agents since they are not able to work
with a more organized system anywhere in the world.
- This product would allow our firm a large competitive advantage by
allowing our agents to provide customized service with a singular
- This product also gives the organization greater flexibility in terms of