Oracle Announces Plan to Establish Global Support Center in China
Multi-lingual service desk to provide technical assistance to customers in North Asia
DALIAN, China, and REDWOOD SHORES, Calif., 22-JUN-2006 Oracle China (registered as Beijing Oracle Software Systems Co., Ltd.) today announced its plan to establish an Oracle Global Support Center (GSC) in the Northeastern Chinese city of Dalian. As one of 18 Oracle Global Support Centers around the world, the Dalian facility will serve as a multi-lingual service desk to provide local-language technical assistance to Oracle customers in mainland China, Taiwan and Korea. Oracle plans to expand the provision of support services from the Dalian Global Support Center to customers from other markets in the Asia Pacific region in the future.
The plan to establish the Dalian Global Support Center is a major step that Oracle has taken in the North Asian region in response to increasing demand for support services for its expanding product portfolio and customer base.
Located at the Dalian Software Park, the Oracle Dalian Global Support Center will be staffed by multilingual software professionals who can handle customer inquiries and requests for technical support in Mandarin and Korean. The Support team will have core software competencies, including Oracle Applications such as enterprise resource planning (ERP), as well as Oracle Fusion Middleware and Database software.
Using a collaborative model, the Oracle Dalian Support Center will consolidate the resource and knowledge pool in North Asia, and also leverage Oracle’s Support team around the world to provide customers with superior support.
Dalian Mayor Xia Deren and Oracle Support Services Vice President Tom Shields were among the guests who attended the announcement event.
“One of our strategies is to turn Dalian into a global service hub for multinational companies as well as Chinese companies. Oracle’s plan to establish the Oracle Dalian Global Support Center is an example of the success of that strategy,” said Xia. “As global companies choose to locate their support centers in Dalian, such as Oracle’s decision to set up its Dalian Global Support Center, this will not only help our economic growth, but also bring knowledge, skill and experience to Dalian.”
Dalian’s rising reputation as a preferred customer support hub stems largely from the city’s attractive environment in terms of infrastructure, multilingual talent, government support and intellectual property protection. According to the Dalian Software Park management, more than 20 foreign and Chinese companies have established support centers in the city.
“As the world’s largest enterprise software company, Oracle is focused on attaining high standards of customer satisfaction by delivering world-class support solutions as well as technology services and support,” said Shields. “The Dalian Global Support Center is Oracle’s strategic investment to provide superior service to customers in North Asia. Our goal is to enable our customers to maximize the value of their IT investments and to help them drive greater business growth. By managing the Oracle software for our customers, keeping it available, performing, secure and up-to-date, customers can optimize their IT budgets by leveraging our software management expertise. More importantly, it will enable them to focus their resources on running their core business to gain a competitive edge.”
“The plan to set up the Dalian Support Center also comes at a time when Oracle’s Golden China initiative has just entered its second phase. One of our key priorities is to significantly extend products and services to more Chinese cities, including provincial hubs, to support their rapid economic growth,” said Roger Li, Regional Managing Director of Oracle Greater China. “We believe that by setting up the Oracle Global Support Center in Dalian with strong support from the Chinese central, provincial and Dalian city governments, we will be well-placed to support the Chinese government’s effort to invigorate the economy of Northeastern China and make Dalian a global center of IT services.”
Global Support Center To Provide Highly Professional, Award-Winning Support Services
The Dalian Global Support Center will be built on the successful model of Oracle Support Services (OSS), Oracle’s global support organization, which serves customers in any one of the 27 languages, in any time zone where they do business. Oracle has more than 14,000 application and technology developers and over 7,000 support professionals offering 400,000 maintenance and problem resolutions for Oracle technology and application products.
With a proven track record of providing a superior ownership experience for customers, Oracle has had a long history of recognition. It has won multiple renowned awards worldwide, including the J.D. Power and Associates Global Certification for Outstanding Services and Support in the U.S. in April 2006, as well as the Customer Satisfaction Award for Database Software Services from the China Federation of IT Promotion and CCID Consulting in 2003 and 2004.
Oracle (NASDAQ: ORCL) is the world’s largest enterprise software company. For more information about Oracle, please visit our Web site at www.oracle.com.About Oracle Oracle (NASDAQ: ORCL) is the world’s largest enterprise software company. For more information about Oracle, visit our Web site at www.oracle.com.
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