(This is a special guest post from Jeff Shaw, Director of Client Development here at Perficient, regarding our work with Oracle solutions for Communications clients as we prepare to attend Oracle OpenWorld 2010.)

Self-service and personalized customer care is what propels industry leading organizations to success through strong relationships with their customers. Perficient developed a global customer care system using Oracle Siebel to do just that for a major unified communications equipment vendor. A leader in communications systems, applications, and services incrementally rolled out a multi-phase global implementation for its Global Services Support organization. In addition to deflecting a majority of incoming phone calls, it will enable thousands of agents to more effectively serve end customers with a personal touch by efficiently identifying the customer, the installed base, and the entitlement information.

This program is a “mission critical” to our client as it provides the foundation necessary for the company to drastically reduce costs and increase efficiencies across their support organization while improving their customers’ experiences.

Perficient is responsible for the overall Siebel program inclusive of

• program management
• enterprise architecture
• business requirements
• implementation
• data migration
• integration
• offshoring

Business capabilities include a “push” case model, intelligent routing, CTI, and over a dozen real-time integration points into back office systems. Visit with our Oracle team to learn more about this project and Perficient’s Communications Practice at Oracle OpenWorld 2010, September 19-23 in San Francisco.

We’ll be Booth 301 Moscone South. More info Here.

Don’t forget to follow us on Twitter for regular updates throughout OpenWorld: @PRFT_Oracle and follow the conference hash tag on Twitter: #OOW10