Redwood Shores, Calif.—Aug. 1, 2014—Oracle has signed an agreement to acquire TOA Technologies, adding the leading field service SaaS to Oracle Service Cloud and Oracle ERP cloud solutions to deliver effective and timely home- and facility-based customer service. The transaction is expected to close later this year.
TOA is a provider of cloud-based field service solutions that optimize the last mile of customer service for enterprises by coordinating and managing activities between dispatchers, mobile employees and their customers. TOA's field service SaaS continuously monitors field service requests coming in from contact centers, schedules the right field service representative, monitors current inventories, accurately predicts service windows, and optimizes field operations. TOA's solutions manage more than 120 million service events annually in more than 20 countries for innovative brands.
The addition of TOA expands Oracle's ability to provide end-to-end personalized customer service solutions with the addition of critical face-to-face field service interactions, enabling visibility into customer history throughout the customer relationship lifecycle.
“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 offer enterprises the ability to coordinate face-to-face service interactions from the contact center 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.”