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SJ Contact Center Improves Handling Millions of Customer Communications and Cuts Response Times

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Executive Summary

SJ Contact Center wanted to create a learning organization with the ability to adapt to customers' needs and wants and introduce a common platform for all types of communication, as well as customer profiles and the call center's quality program. The challenge was to increase the quality of message-handling while reducing operational costs. SJ Contact Center implemented Oracle's Siebel CRM applications, with help from Oracle Partner Accenture, to create a uniform customer database accessible through all channels irrespective of communication type.

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