DIRECTV Extends Use of Oracle CRM On Demand With Contact Center Application to Improve Service to Dealers

Oracle (NASDAQ: ORCL)

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 Oracle Communications

Oracle Communications on YouTube

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.

About Oracle Oracle (NASDAQ: ORCL) is the world's largest business software company. For more information about Oracle, visit our Web site at http://www.oracle.com/.

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