DIRECTV Extends Use of Oracle CRM On Demand with Contact Center Application to Improv

Oracle Press Release
DIRECTV Extends Use of Oracle CRM On Demand with Contact Center Application to Improve Service to Dealers

Satellite Provider Builds on Existing Success with Oracle CRM On Demand

Redwood Shores, Calif. – October 26, 2009
News Facts

DIRECTV, Inc., which provides satellite television service to more than 18 million customers in the United States, has extended its use of Oracle CRM On Demand by deploying Oracle Contact On Demand for the retail division of its customer service group, which works directly with dealers. DIRECTV worked with Oracle Consulting on the implementation.
Due to its geographically dispersed service area, DIRECTV relies on more than 5,000 retailers to sell its services. The new contact center application provides the sales and support agents that manage relationships with these dealers with tools to deliver faster, more accurate service.
With the ability to route calls, DIRECTV has enabled the creation of centers of excellence – agents that have specific skills or knowledge in a particular area – which accelerates call resolution.
Further, Oracle Contact On Demand allows contact center managers to identify problems based on contact volume and correct the problems within hours.
The contact center implementation builds on DIRECTV’s existing success with Oracle CRM On Demand, which it uses as the centralized repository for its 675 sales and support representatives. The application, along with a mobile system from Antenna Software (AMP Sales), has improved sales productivity by empowering DIRECTV agents with real-time information.
Further, by reducing reliance on the previous paper-based process for tracking sales and pipelines, DIRECTV has enabled its sales force to reduce time spent preparing for sales calls by several hours per week, giving them more time to spend with customers.
Supporting Quotes

“Oracle CRM On Demand has improved our sales processes and we continue to improve and accelerate our service to dealers, which allows them to spend less time working with us and more time with the customers, selling – a huge competitive advantage,” said Erik Walters, project manager, sales operations, DIRECTV, Inc.
“Now more than ever, CRM is about user productivity – which means an application has to be both intuitive and accessible – and Oracle has continued investment in both those areas. DIRECTV is a great example of how companies can leverage mobile devices in their CRM efforts to increase the productivity of users while capturing better data,” said Rebecca Wettemann, vice president, research, Nucleus Research.
“DIRECTV is leading the way when it comes to connecting a geographically dispersed sales force for optimal results. Oracle is pleased to work with the organization to extend its use of Oracle CRM On Demand to drive sales force productivity and increase revenue,” said Liam Maxwell, vice president of products, Oracle Communications.


Supporting Resources

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About Oracle Communications

Oracle is #1 in Communications globally with 20 of the world’s top 20 communications companies running Oracle applications. Oracle Communications integrates industry-specific BSS and OSS solutions with a standards-based service delivery portfolio, as well as the capabilities of Oracle’s industry-leading enterprise applications, business intelligence tools, and carrier-grade middleware and database technologies. Oracle Communications enables service providers to deliver next generation convergent services rapidly, increase customer satisfaction and loyalty, and reduce costs in the business and the network. For more information, visit http://www.oracle.com/industries/communications.

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Contact Info


Caroline Yu
Oracle
+1.650.506.8920
caroline.yu@oracle.com

Janice Hazen
O'Keeffe and Company
+1.770.938.4753
jhazen@okco.com












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