BT Retail wanted to migrate multiple legacy, standalone, customer-facing systems supporting 18 million consumers and 1 million businesses to Oracle Siebel CRM applications and Oracle Siebel Analytics for use by 11,000 contact center agents and business analysts. The challenge was to implement significant new software releases and frequent major upgrades affecting large numbers of customers having a negative impact on 24/7 service. BT Retail retained Oracle Consulting to work with BT's IT consultants to provide project management assistance, Siebel expertise, and other complementary skills. The company also benefited from Oracle Consulting's flexible, customer-focused business model to provide assistance on and offshore.
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