Services
What is BPO?
Business process outsourcing (BPO) is the delegation of one or more IT-intensive business processes to an external provider that, in turn, owns, administrates and manages the selected processes based on defined and measurable performance metrics. BPO offerings are categorized in two major categories: horizontal offerings (those that can be leveraged across specific industries) and vertical-specific offerings (those that demand specific industry vertical process knowledge).
Call Center Outsourcing Services
Simply put, call center outsourcing involves contracting a team of agents that work outside of your company.
It helps your business prioritize what’s important (not that customer support isn’t, of course) by freeing up your workforce to supply the services it’s best at. Meanwhile, a proficient and high-quality team of call center agents will handle the rest.
You wouldn’t attempt to install your office’s electrical circuits by yourself (we hope—that’d just be dangerous!), so why try to provide other services that an expert with years of experience can do better?
Call center outsourcing can improve the customer experience by optimizing your business’s functionality in key areas. As part of business process outsourcing (BPO), call center services can provide a range of resources from customer service to help desk support, technical support, human resources, marketing, talent acquisition, finance (customer billing/AR/procurement), appointment setting, and telemarketing.
What is IT outsourcing?
IT outsourcing is the business practice of using external providers to handle information technology functions, i.e. software development, infrastructure solutions, software support.
Popular reasons to outsource being access to better skills, price to quality ratio, ease of upscaling. Companies also often outsource data storage because it is cheaper to contract a third party than to buy and maintain their own data storage devices and facilities.
What is Digital Marketing?
Any marketing that uses electronic devices and can be used by marketing specialists to convey promotional messaging and measure its impact through your customer journey. In practice, digital marketing typically refers to marketing campaigns that appear on a computer, phone, tablet, or other device. It can take many forms, including online video, display ads, search engine marketing, paid social ads and social media posts. Digital marketing is often compared to “traditional marketing” such as magazine ads, billboards, and direct mail. Oddly, television is usually lumped in with traditional marketing.
Global Support and Customer Care
• Customer data is classified as one of the highest two classifications of Oracle confidential information (depending on the type of data). This data is subject to associated handling restrictions and access controls.
• Access to customer data is granted by Oracle to GCS staff based on job role and responsibility, with access provisioned from a central provisioning repository that is subject to a formal approval process and auditing.
• There are also restrictions on the storage and internal distribution of customer data, as well as on the retention of this data.
• Oracle’s information security management program is aligned with ISO/IEC 27001:2013. GCS practices comply with corporate policies established by Oracle’s Global Information Security and Global Product Security organizations, and also with technical security standards and procedures defined by Oracle’s IT and support organizations.
• GCS provides both new hire and recurring training courses, custom training for specific workflows and business cases, and regular hot topics training and communications for GCS staff.
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