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Survey Reveals Contact Center Performance Management Solutions Increasing Agent Coaching
Oracle today announced that Bharat Sanchar Nigam Ltd. (BSNL), India's largest public sector communications company, has selected Oracle(r) Applications, Oracle Database and Oracle Fusion Middleware to deliver enhanced customer service and manage the company's aggressive network expansion plans. With a customer base of more than 70 million subscribers, BSNL is investing in Oracle to maintain its leadership position in the competitive and fast-growing Indian communications landscape. BSNL is implementing Oracle Siebel CRM to deliver a next-generation Call Detail Records (CDR)-based customer care system. In addition, BSNL has selected Oracle Database and Oracle Business Activity Monitoring, a component of Oracle Fusion Middleware.
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With Oracle Business Activity Monitoring, BSNL will be able to monitor business processes, helping it improve decision-making.
Supporting Quotes
"Oracle works very closely with communications service providers worldwide to help them leverage the latest technologies that enable them to meet the challenges of this fast-changing sector. With its CDR project, BSNL will be able to benefit from enhanced customer service, improved data accuracy and increased system reliability. We are happy to work with BSNL to help it provide even better service to customers," said David Sharpley, vice president of product marketing and channels, Oracle Communications.
"We have undertaken a decisive step toward extensive deployment of IT solutions to enhance customer service and enable faster roll-out of services. The CDR project seeks to enhance customer service delivery across the organization and, as a result, will also help us reduce operational costs and increase revenue realization, two major challenges for providers," said Kuldeep Goyal, chairman and managing director, BSNL.
Supporting Quotes
"Oracle works very closely with communications service providers worldwide to help them leverage the latest technologies that enable them to meet the challenges of this fast-changing sector. With its CDR project, BSNL will be able to benefit from enhanced customer service, improved data accuracy and increased system reliability. We are happy to work with BSNL to help it provide even better service to customers," said David Sharpley, vice president of product marketing and channels, Oracle Communications.
"We have undertaken a decisive step toward extensive deployment of IT solutions to enhance customer service and enable faster roll-out of services. The CDR project seeks to enhance customer service delivery across the organization and, as a result, will also help us reduce operational costs and increase revenue realization, two major challenges for providers," said Kuldeep Goyal, chairman and managing director, BSNL.
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