Rob Smyth's Blog

Well one week into my new role and I have already discovered some really interesting technology.  Back in the olden days of technology stacks, there used to be specific hardware for specific jobs and then along came Open Systems and software that made it cost effective to move to generic systems. 

Well guess what?  The same seems to be happening in the world of voice and communications.  Currently most call centres will have a dedicated switch and dedicated phone lines.  The technical among us will know that voice over IP (ie the Internet) is already changing the latter, but now there is also the opportunity to even remove those clunky old switches and replace them with "commodity servers".  For more information on the software that does this take a look at: Telephony@Work

Well I have had a busy couple of weeks in my new job, learning about Sales, Service, Marketing, Call Centres, Field Service and Analytics to do with CRM.  There is a lot of functionality out there, and Oracle has quite a number of products:

Customer Relationship Management launch page


In Public Services, I have been dealing with customers who want to use Contact Centres and help service their customers.  In the UK there is interest in both the Siebel based solution, and the Oracle based solution.

And with Applications Unlimited either would be a great choice