Services

«From a customer service perspective, Oracle E-Business Suite CRM offers very strong support for: call center infrastructure; core field service capabilities; mobile capabilities for field service; depot repair; internationalization; scalability; reliability and availability; and security. It provides strong support for: agent collaboration tools; knowledge base; self-service tools; self-service to live-service transitions; email response management; workflow capabilities; customer service analytics; scheduling; spare parts management; architecture and platform; business process and workflow tools; integration capabilities; development and customization capabilities; usability; UI; help capabilities; and offline support. And it provides sound support for: phone agents; customer forums; selected industry-specific processes; openness; Web 2.0-enabling technologies; and mobile devices. It has the ability to scale for global deployments»

«Of all the vendors evaluated, Oracle EBS earns the highest marks for overall product vision. Product strategy and future enhancements include the near-term delivery of distributed order orchestration, which provides a key component that's missing from the current lineup»

«Oracle EBS CRM is built on an open-standards-based architecture that streamlines business processes, improves data quality, and allows all business units to draw from the same source of data. As such, the EBS CRM solution provides strong capabilities across all major CRM functionalities. It offers very strong capabilities to support sales and field service, and it has the ability to scale for global deployments. eCommerce capability is also strong, as is partner channel management and customer data management. Cost and lengthy implementation cycles can be drawbacks»