23-04-2010

The two companies will be jointly launching an ad hoc solution developed for the semantic analysis of the notes entered in the CRM systems by call center operatives.

04/23/2010
Almawave teams up with Oracle to improve intelligence in CRM processes 
 

 Press release

• Almawave and Oracle have entered into a partnership to jointly market the IrideCRM in Oracle BI platform, a solution capable of integrating the Iride ontological engine – owned by Almawave – with Oracle’s Business Intelligence Suite.
• The product, by combining the semantic analysis potential of the Almawave engine, with respect to text contents, and Oracle’s cutting-edge business intelligence functionalities, will enable the interpretation of the content of the notes entered by the call center operatives in the CRM systems, in respect of each communication between a given user and the company.
• The IrideCRM in Oracle BI platform accurately identifies and classifies the information supplied in the free text entered by the operatives, in respect of each contact, interpreting its content and tone (reason, service, sentiment, etc.) in an automated manner. This information is then associated with other contact management related data (date, length, team, etc.).
• This makes it possible to create performance indicators, predefined reports and analyze multidimensional data, further enhancing the visibility of the Customer Care processes and improving the decisions aimed at optimizing Customer Care, as well as Sales and Marketing.
• Based on special customer requirements, Almawave can also integrate the solution with Oracle’s Business Intelligence applications for CRM, in order to further increase the value and potential of the implemented solution.

• “The Iride semantic analysis engine is the result of our considerable skill in developing innovatory IT solutions for optimizing business process management”, said Valeria Sandei, CEO of Almawave. “By integrating this cutting-edge technology with Oracle’s know how we have opened up new prospects for all organizations desiring to increasingly enhance visibility, with respect to their customer relations, and therefore transform their satisfaction into an effective competitive edge”.
• “Business intelligence can effectively contribute to optimizing all the most critical business processes, including customer relations management, and our CRM experience confirms this fact”, said Sergio Rossi, CEO of Oracle Italia. “Both public and private sector organizations can, therefore, obtain a great deal of benefits from this partnership between Oracle and Almawave, which is grounded on a truly state-of-the-art solution for analysing Customer Care information”.

• Information on Oracle Business Intelligence and Enterprise Performance Management
• Information on Oracle Business Intelligence Applications
• AlmavivA Group