Software enables proactive, personalized customer support.September 30, 2008 -
My Oracle Support integrates support portal (OracleŽ MetaLink) and configuration management platform (Oracle Software Configuration Manager) to deliver personalized and proactive support capabilities that reduce unplanned downtime and aid system stability. While personalized knowledge management and guided search capabilities help locate relevant information, proactive health checks based on personalized system configuration information help avoid unplanned system downtime.
(Archive News Story - Products mentioned in this Archive News Story may or may not be available from the manufacturer.)
Original Press release
Oracle Corp.
500 Oracle Pkwy.
Redwood Shores, CA, 94065
USA
Oracle Introduces Next-generation Customer Support Platform: My Oracle Support
Transforms Customer Experience, Reinforces Focus on Maximizing Customer Success
SAN FRANCISCO, Sept. 22 -- Oracle OpenWorld --
News Facts
-- Committed to transforming the ownership experience throughout the entire software solution lifecycle, Oracle today announced the introduction of its next generation customer support platform, My Oracle Support.
-- My Oracle Support integrates Oracle's award winning support portal, Oracle(R) MetaLink, with its award winning configuration management platform, Oracle Software Configuration Manager, to deliver highly personalized and proactive support capabilities that help reduce unplanned downtime and improve system stability.
-- Embedding automated configuration management capabilities into the support experience enables My Oracle Support to deliver personalized, proactive support by linking detailed information about a customer's environment to Oracle's vast knowledge base.
-- By delivering personalized, proactive and collaborative support services, My Oracle Support helps accelerate the business value of Oracle solutions, lower the cost of ownership, and enables customers to resolve problems faster.
Next Generation Customer Support
-- My Oracle Support is the next generation support portal that helps customers drive the greatest value from their Oracle investment. Users simply download the configuration manager and upload their detailed configurations to Oracle to enable these new and enhanced capabilities:
-- A new user experience that delivers up to 30-percent faster service request creation and 40-percent faster service request resolution.
-- Personalized knowledge management and guided search capabilities to quickly locate relevant articles and information.
-- Proactive health checks based on personalized system configuration information to avoid unplanned system downtime.
-- My Oracle Support PowerView, a personal dashboard to track, manage and support systems in a single, centralized location.
-- Interactive reports about components, deployments and hardware that Oracle Support can access to quickly and efficiently fix problems.
Supporting Quotes
-- "We are focused on delivering exceptional customer service to drive business value for our customers and to enable them to achieve maximum success with their Oracle solutions," said Juergen Rottler, Oracle Executive Vice President, Global Customer Services.
-- "Enterprise customers are demanding more proactive and more simplified support from their providers to improve business agility and maximize performance," said Elaina Stergiades, Senior Research Analyst, Software Support Services, IDC. "The new My Oracle Support platform can deliver on this promise, a sign of continuing trends in software support services. With the My Oracle Support platform, Oracle will be able to provide a more personalized experience and streamline support delivery for its customers."
-- "We're pleased to see Oracle transform the support experience taking their direction from customer feedback," said Rick Hassman, Director of Oracle Applications, Pella. "The strategy to integrate personalized and proactive capabilities into one simplified support platform will streamline our interactions with Oracle support. My Oracle Support should help Pella reduce unplanned downtime and resolve problems faster so we can focus on driving new initiatives, maximizing the value from our Oracle solutions to help drive our business forward."
-- "We have been actively engaged with Oracle in its drive to take Customer Support to the next level," said Tom Grimes, Global ERP Leader, GE. "Oracle's new capability, My Oracle Support, provides GE with support options that deliver proactive, role-based Customer Service at levels previously unattainable. GE is deploying these capabilities worldwide to help identify and resolve issues long before they impact business operations."
Supporting Resources
-- About Oracle Support (http://www.oracle.com/support/index.html)
-- Oracle MetaLink (http://www.oracle.com/support/premier...)
-- Software Configuration Manager (http://tinyurl.com/4so53h)
-- Podcast: Hortica Stays Ahead of the Game with Software Configuration Manager (http://tinyurl.com/3fdv9a)
About Oracle
Oracle (NASDAQ:ORCL) is the world's largest enterprise software company. For more information about Oracle, please visit our Web site at http://www.oracle.com/.
Trademark
Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.
CONTACT: Letty Ledbetter of Oracle, +1-650-506-8071, letty.ledbetter@oracle.com; or Kris Reeves of Blanc & Otus, +1-415-856-5145, kreeves@blancandotus.com, for Oracle
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