Oracle buys TOA Technologies

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

TOA’s Field Service SaaS enables modern enterprises to continuously monitor real-time field service requests coming in from contact centres, to schedule the right field service representative to dispatch and to use sophisticated business analytics to monitor and view current inventories, accurately predict service windows and optimise field service operations. TOA’s customers have more efficient field service operations, lower costs of delivering field service and deliver a superior customer experience.

TOA’s solutions manage over 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 Service Cloud, part of Oracle Customer Experience Cloud, is an industry-leading platform for online customer service, knowledge management and policy automation. Oracle ERP cloud solutions help accelerate productivity, allocate resources and provide on-demand information access.

Oracle Service Cloud and Oracle ERP cloud solutions combined with TOA will empower innovative customer service organisations to drive operational efficiencies while bolstering customer satisfaction and exceeding service expectations through personalised service.

“Companies want to offer customers a unified and highly engaging experience each time they interact with them,” said David Vap, group vice president, Oracle Product Development. “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 centre 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.”

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