Oracle Revamps Call Center Strategy for its PartnerNetwork
Company’s new Business Center support system comes as Oracle adds “Specialized” designation to its PartnerNetwork.
Immediately following the announcement of its Oracle PartnerNetwork “Specialized” designation (see related Channel Pro story), the software giant kicked open the figurative doors of its new Business Center.
The Business Center was designed to provide Oracle’s PartnerNetwork with around-the-clock, globa support via telephone, e-mail or the new Twitter support channel in more than 24 languages.
The new Business Center is manned by “partner business consultants” in four centers around the globe. The Business Center replaces previous regional call centers.
The partner business consultants work closely with Oracle sales, support, and technical teams. According to Oracle, the consultants “deliver quick, expert business and administrative support regarding resource and site navigation, membership updates, order placement, benefit administration, and technical support assistance.”
Partners support will be tiered based on level:
- Silver–Free inbound call and e-mail assistance, including support service request logging.
- Gold–Proactive outbound engagement, including business and administrative support functions and priority renewal.
- Platinum–Dedicated virtual account management and channels to optimize Oracle PartnerNetwork and Specialized benefits, development of joint business plans, and top priority renewal.
Oracle vice president, worldwide alliances and channels, Judson Althoff says his company’s effort is aimed at helping partners “better engage with Oracle in a consistent manner around the world.” He adds, “This new service will not only enable partners to better leverage their existing skills, but proactively guide them to find the right Enablement 2.0 resources.”