Oracle, Cisco to Develop Internet-Based Call Center Solution

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Oracle Corp. and Cisco Systems Inc. said yesterday they would work together to develop a technology solution for call centers that would address the demand for a single, Internet-based communications network based on voice-over Internet protocol.

Database giant Oracle, Redwood Shores, CA, will integrate its e-business software with the customer contact platform from Cisco, San Jose, CA, allowing call centers to use the Internet as their communications infrastructure for both voice communications and data delivery.

The joint offering will provide capabilities for managing a range of communications media, including phone, e-mail, Web chat, Web collaboration, interactive voice response and VOIP.

The companies said the first phase of the new solution would be available later this year.

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