From the launch of a new CX platform to the accelerating success of others, here are some extracts from our most popular news stories over the last seven days.
Oracle Announces an Enterprise Communications Platform (ECP)
Oracle will soon release its Enterprise Communications Platform (ECP) that aims to help organizations “reimagine how they do business”.
The platform serves up communication, network, and IoT capabilities to customers, who can use those to innovate within Oracle’s industry applications.
In addition, Oracle’s team may leverage the platform on the back-end of these applications to quickly create new capabilities and develop new vertical-specific use cases for customers.
However, the goal is to ultimately support customers in extending the value of their deployments themselves.
Indeed, Andrew Morawski, EVP & GM of Oracle Communications, shared his hopes that the ECP will become the “communications backbone” for businesses when making the announcement on LinkedIn.
With this backbone, an organization may add new arms and legs to its Oracle deployment, bringing new visions of user and customer experiences to life.
Yet, the platform is not a new concept for Oracle. Indeed, Morawski confirms that it has been four years in the making, and – on the back end of many Oracle products – it’s already making a difference. He stated:
We’re already seeing incredible impact in the way industries such as healthcare, the public sector, hospitality, and energy and water are using this platform to help solve some of their biggest challenges.
An excellent example is how the ECP has already contributed to innovation within Oracle’s Public Safety suite, which boosts first responders’ efficiency and real-time situational awareness.
There, it has grouped multiple voice calls to emergency services and verified the location of an incident within a blended map view. (Read on…).
Google Secures a 10,000+ Seat CCaaS Win, Reveals Several Contact Center Megadeals
Google has secured a series of impressive CCaaS wins, rubberstamping its credentials as a cloud contact center provider for the largest and most complex enterprises.
In an exclusive interview with CX Today, Amit Kumar, CCaaS Product Manager at Google, rattled off a long list of enterprise megadeals, including a 10,000-seat win in North America
Yet, this is only one eye-catching example, with Google leveraging CCAI-P to displace legacy systems within many household name brands.
Those include the largest online retailer in Mexico, a prominent pharmaceutical vendor in Brazil, and a global insurance firm – each with several thousands of agents on Google’s platform.
Kumar promises much more, too, with a healthy pipeline brimming with businesses looking to expand their positive relationships with Google.
“We have lots of existing Google Cloud Platform (GCP) customers, looking to advance the relationship by adding CCAI-P in their environment,” he said.