Close
  • Latest News
  • Artificial Intelligence
  • Video
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
Read Down
Sign in
Close
Welcome!Log into your account
Forgot your password?
Read Down
Password recovery
Recover your password
Close
Search
Logo
Subscribe
Logo
  • Latest News
  • Artificial Intelligence
  • Video
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
More
    Subscribe
    Home Applications
    • Applications

    Oracle Buys TOA Technologies for Field Service SaaS

    Written by

    Darryl K. Taft
    Published July 31, 2014
    Share
    Facebook
    Twitter
    Linkedin

      eWEEK content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More.

      Oracle announced that it has signed an agreement to acquire TOA Technologies, a provider of cloud-based field service solutions that manage and optimize the last mile of customer service for enterprises by coordinating activities between dispatchers, mobile employees and their customers.

      TOA’s solutions manage more than 120 million service events annually in more than 20 countries and include global brands across many industries, including DISH Network, E.ON, Home Depot, Ricoh, Telefonica, Virgin Media and Vodafone.

      Oracle said TOA’s Field Service software-as-a-service (SaaS) solution enables enterprises to continuously monitor real-time field service requests coming in from contact centers; to schedule the right field service representative to dispatch; and to use business analytics to monitor and view current inventories, accurately predict service windows, and optimize field service operations. TOA’s customers have more efficient field service operations and lower costs of delivering field service, and they deliver a superior customer experience, the company said.

      “Companies want to offer customers a unified and highly engaging experience each time they interact with them,” said David Vap, group vice president of Oracle Product Development, in a statement. “Field Service is a critical aspect of customer service and by integrating TOA with Oracle Service Cloud, Oracle will uniquely offer enterprises the ability to coordinate face-to-face service interactions from the contact center to service scheduling and delivery. Further, by integrating TOA with Oracle’s ERP Cloud and ERP Applications, enterprises’ field service teams will have better information and can be operated more efficiently and at lower cost.”

      Oracle Service Cloud, part of Oracle Customer Experience Cloud, is a platform for online customer service, cross-channel contact center, knowledge management and policy automation. Oracle ERP cloud solutions help accelerate productivity, allocate resources and provide on-demand information access. Moreover, Oracle Service Cloud and Oracle ERP cloud solutions combined with TOA will empower innovative customer service organizations to drive operational efficiencies while bolstering customer satisfaction and exceeding service expectations through personalized service, Oracle officials said.

      “Delivering quality field service during the last mile of issue resolution is critical to achieving the highest levels of customer satisfaction,” said Yuval Brisker CEO of TOA Technologies, in a statement. “TOA’s solutions help companies streamline operations, gaining real-time scheduling capability that transforms how service is delivered. Adding TOA’s solutions to Oracle Service Cloud will enable companies to accelerate their ability to deliver exceptional customer service.”

      • Benefits of TOA with the Oracle Service Cloud include the following:
      • Visibility across contact center and field service on status of customer request,
      • Optimized scheduling of field service request based on skills, time and location,
      • Shared knowledge base between customer, contact center and field service,
      • Rapid feedback loop to improve customer service and operational efficiency, and
      • Complete visibility and optimization of the service experience.

      As an example, in a successful implementation for DISH Network, which provides pay television service to 14 million subscribers in all 50 states and Puerto Rico, TOA completed its largest deployment of tablet-based mobility initiatives to 17,000 users in less than four months, Oracle said. The company also achieved a 15 percent increase in technician productivity, 10 percent travel reduction and up to 80 percent increase in same-day work capacity. DISH Network also experienced a 400 percent productivity increase by dispatch staff with an 85 percent reduction in dispatch facilities, Oracle said.

      Darryl K. Taft
      Darryl K. Taft
      Darryl K. Taft covers the development tools and developer-related issues beat from his office in Baltimore. He has more than 10 years of experience in the business and is always looking for the next scoop. Taft is a member of the Association for Computing Machinery (ACM) and was named 'one of the most active middleware reporters in the world' by The Middleware Co. He also has his own card in the 'Who's Who in Enterprise Java' deck.

      Get the Free Newsletter!

      Subscribe to Daily Tech Insider for top news, trends & analysis

      Get the Free Newsletter!

      Subscribe to Daily Tech Insider for top news, trends & analysis

      MOST POPULAR ARTICLES

      Artificial Intelligence

      9 Best AI 3D Generators You Need...

      Sam Rinko - June 25, 2024 0
      AI 3D Generators are powerful tools for many different industries. Discover the best AI 3D Generators, and learn which is best for your specific use case.
      Read more
      Cloud

      RingCentral Expands Its Collaboration Platform

      Zeus Kerravala - November 22, 2023 0
      RingCentral adds AI-enabled contact center and hybrid event products to its suite of collaboration services.
      Read more
      Artificial Intelligence

      8 Best AI Data Analytics Software &...

      Aminu Abdullahi - January 18, 2024 0
      Learn the top AI data analytics software to use. Compare AI data analytics solutions & features to make the best choice for your business.
      Read more
      Latest News

      Zeus Kerravala on Networking: Multicloud, 5G, and...

      James Maguire - December 16, 2022 0
      I spoke with Zeus Kerravala, industry analyst at ZK Research, about the rapid changes in enterprise networking, as tech advances and digital transformation prompt...
      Read more
      Video

      Datadog President Amit Agarwal on Trends in...

      James Maguire - November 11, 2022 0
      I spoke with Amit Agarwal, President of Datadog, about infrastructure observability, from current trends to key challenges to the future of this rapidly growing...
      Read more
      Logo

      eWeek has the latest technology news and analysis, buying guides, and product reviews for IT professionals and technology buyers. The site’s focus is on innovative solutions and covering in-depth technical content. eWeek stays on the cutting edge of technology news and IT trends through interviews and expert analysis. Gain insight from top innovators and thought leaders in the fields of IT, business, enterprise software, startups, and more.

      Facebook
      Linkedin
      RSS
      Twitter
      Youtube

      Advertisers

      Advertise with TechnologyAdvice on eWeek and our other IT-focused platforms.

      Advertise with Us

      Menu

      • About eWeek
      • Subscribe to our Newsletter
      • Latest News

      Our Brands

      • Privacy Policy
      • Terms
      • About
      • Contact
      • Advertise
      • Sitemap
      • California – Do Not Sell My Information

      Property of TechnologyAdvice.
      © 2024 TechnologyAdvice. All Rights Reserved

      Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.