Hawaiian Telcom deploys Oracle Service Cloud

Telecom network operator Hawaiian Telcom has made the investment to complete the first phase of an IT consolidation project.

Accenture has assisted Hawaiian Telcom, using Oracle Service Cloud to integrate five critical systems to deliver a configured view of each customer account.

By deploying Oracle cloud to consolidate information from five different Hawaiian Telcom systems, consisting of customer details, order and cases, billing and facilities systems, Accenture could deliver key benefits including improved customer support capabilities and interaction as well as enhanced infrastructure productivity.

“We are pleased with the increased efficiency that the unified view has afforded to our customer service representatives and field technicians,” said Kevin Paul, senior vice president technology for Hawaiian Telcom.

“By consolidating their disparate systems into a single view, Hawaiian Telcom has created large-scale transformational business change to better support their employees and their customers,” said Terri Strauss, global managing director of Oracle business for Accenture.

Shawn Price, senior vice president, Cloud, Oracle, said that the project will continue with additional Oracle Service Cloud capabilities implemented in succession to build Hawaiian Telcom’s cloud-based foundation. Hawaiian Telcom’s goal is to cohesively assess and implement contact center and web self service capabilities.

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