100 Most Promising Oracle Solution Providers 2015

Oracle’s long array of solutions are the driving force behind many enterprise operations around the world.Known for its sophisticated relational database, thecompany is serving as the backbone for many Fortune 1000 corporations. Being the first company to develop and deploy 100 percent internet-enabled enterprise software, Oracle today remains the best pick in running financials, server and storage systems, middleware and engineered systems. The company serves almost every other industry vertical including engineering and construction, healthcare, insurance, financial services, life sciences, telecommunications, automotive, industrial manufacturing and oil and gas.

Oracle enables its clients save significant costs by outsourcing their core computing functions, rather than running and maintaining a slew of servers in-house. The company has spent the last 10 years rewriting every one of its on-premises enterprise application for the cloud. As a result, the company is in a position to offer the bestin-class cloud based services to meet client requirements. Services like the Infrastructure as a service (IaaS)-lowering customer’s cost in infrastructure; storage services featuring backups, archive, file storage; and Platform as a service (PaaS)-delivering automated work through software–the list goes on. Further, the company’s new solution-Oracle Mobile Cloud Services is helping clients simplify and secure the process of connecting mobile applications to enterprise systems and other cloud services.

With Oracle intent on winning the race to the cloud and emerging as a dominant force in cloud computing—based on the completeness of its offerings across the stack—the Oracle partners will have a big role to play moving forward. Through this edition of CIOReview, we aim to help the readers get more insights into the capabilities of major solution and service providers cemented in Oracle technologies. As a prelude to CIOReview’s 100 Most Promising Oracle Solution Providers 2015, our selection panel evaluated the companies that showcased in-depth expertise in
delivering integrated and innovative technologies that add value to the Oracle landscape. A distinguished panel of CEOs, CIOs, VCs, analysts and the editorial board of the CIOReview selected the final 100 companies.

We present to you CIOReview’s 100 Most Promising Oracle Solution Providers 2015.

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  • Company: AmberLeaf Partners
  • Description: A firm that offers insightful Customer
    Experience by leveraging Oracle Solutions
  • Key Person: John Kariotis Partner
  • Website: amberleaf.net

AmberLeaf Partners

Building Efficient Customer Experience Solutions through Advanced Analytics

John-Kariotis

Today, Customer Experience (CX) solutions have evolved to facilitate organizations in collecting and reporting on vast amounts of customer-related data. Many large players in the industry have leveraged these solutions to create actionable insights that effectively and continually shape the customer experience. AmberLeaf and Oracle, together are taking measures to ensure that a company’s customer experience oriented operations are more effective. “Our approach has led us to examine worker productivity, customer satisfaction and supporting tools to consider fresh solutions to optimize profitability and productivity,” says John Kariotis, Partner at AmberLeaf. The collaboration has helped in developing the Oracle CX unified agent desktop enhanced through AmberLeaf’s CX – ERP solution. “Our solutions pull forward relevant customer order, shipping, and asset information from your ERP solution to build a complete profile in CX, then measures and delivers actionable Key Performance Indicators (KPIs) specific to optimize your service automation ROI,” says Kariotis. AmberLeaf has deployed over 400 Oracle Service Cloud Implementations for clients since 2006 and was awarded Oracle’s Excellence Award for Partner of the Year in 2015.

AmberLeaf channels the capability of the Oracle CX Cloud’s for their retail clients to dynamically analyze, realize, and design the optimal strategy to engage in promotional and campaign activities regardless of channel—phone, email, chat, web self service, social, SMS. These interactions can then be catalogued and categorized to complete the experience loop and later be factored in to market and nurture that customer relationship in the future. Customer Interaction Insight in turn is used to build the Digital Body Language and marketing outreach through the Oracle Customer Experience solutions. The result facilitates an efficient experience through personalized queuing, routing and delivery of interactions; improving agent productivity through centralized access to the tools needed to support any interaction; and enhanced customer effort through tailored portal pages and easy accessible metrics.

Our approach has led us to examine worker productivity, customer satisfaction and supporting tools to consider fresh solutions to optimize profitability and customer effort

AmberLeaf’s integrated and cloudenabled Customer Experience solutions are specialized for each industry vertical like retail, banking, manufacturing, and others. The CX solution is also configured for each function like service automation, marketing automation, and additional tasks. Pacifico Seguros Generales (PSG) is one such client, operating in the insurance sector that has been benefitted from AmberLeaf’s solutions. “PSG approached us when they needed to implement a single solution that could provide a 360-degree view of each insurance customer, to resolve concerns, while enabling all contact center agents to engage in a holistic customer interaction,” says Kariotis. With the guidance provided by AmberLeaf, PSG implemented Oracle Service Cloud as the base to build their contact center around. With the solution in place, AmberLeaf was able to cut the time taken to quote car insurance by 60 percent. Offering unparalleled visibility into their customers insurance accounts, purchase history, and claims submissions, AmberLeaf was able to increase the effectiveness of PSG when assisting customers.

AmberLeaf credits their success by helping clients develop their CX strategies and processes in addition to their in-depth technology expertise. The firm has also employed a three-pronged approach to advising their clients—CX Enablement, CX Intelligence, and CX Empowerment. Using the three strategies, AmberLeaf helps their clients in building their foundation, gaining insights, and utilizing those insights with the foundation to meet the unique challenges of navigating complex customer expectations, respectively. “We also use the experience gained in helping our clients to write certification exams, with Oracle, for the products so that clients and partners who are looking to specialize in CX Service, are tested against the most critical configurations in the marketplace,” says Kariotis.