Oracle Makes Case for Pushing Call Centers into the Cloud

Mike Vizard

Oracle is betting that as organizations contemplate the enormity of what’s required to support and engage customers using modern technologies, a lot more of them are going to decide to rely on a cloud service for next-generation call center type applications.

Brian Kracik, senior director of product marketing for enterprise communications and cloud services at Oracle, says Oracle Live Experience Cloud provides everything from high-definition video and audio to the deployment of mobile applications and chatbots. Mobile computing applications are especially important these days because customers are increasingly moving away from telephone calls as the primary method of customer support.

“Voice is not where it’s at or where it’s going,” says Kracik.

As call center environments evolve, Kracik also notes that Oracle will be in a unique position to apply advanced machine and deep learning algorithms against large pools of customer data in a way most organizations would not be able to accomplish on their own.

Historically, organizations have either outsourced call centers or spent billions of dollars on data centers to support them. Now many organizations view customers support as being too important to their brand experience to outsource. At the same time, however, the cost of building, deploying and maintaining modern call center environments has become cost prohibitive.

Of course, there’s no shortage of cloud platforms for running modern call center applications. The decision most organizations will have to come to terms with first, of course, is to what degree they want to focus mainly on what these applications can do versus managing all the underlying hardware and software that enables them.


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