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