Given Oracle’s strengths in customer experience management, and the fact that Oracle remains a source of leading-edge customer engagement solutions, Ovum examines the risks and rewards for Oracle in becoming a fully equipped contact center provider.
- For several years, Ovum has been expecting Oracle and other large, well-funded, data-centric software providers, including IBM, Google, Microsoft, and SAP, to enter the contact center market, but for a variety of reasons they have avoided this move despite the potential for success.
Features and Benefits
- Analyzes the opportunity, risks, and potential rewards Oracle has in entering the contact center marketplace as a major competitor.
- Allows contact center competitors to evaluate Oracle's ability to enter the marketplace with a competitive offering.
Key questions answered
- What is the likelihood of Oracle disrupting the already anxious contact center marketplace with another competitive product?
- Can Oracle be expected to continue being a trusted partner to the cloud contact center vendors it supports today?
Table of contents
The move to disrupt the market would not be Oracle's first
Oracle is at a decision point regarding contact center
The current state of the market could make the timing right