Oracle moves services from Europe to Egypt

Opening of Global Product Support Centre facility signals software giant’s growing commitment to the Middle East.

  • E-Mail
By  Peter Branton Published  October 30, 2005

Oracle will be shifting services work from Europe to the Middle East, with the software giant using a new facility in Egypt to provide services to its European customers. The Global Product Support Centre in Egypt is being heralded as a signal of Oracle’s commitment to the region. First announced last year, when Oracle executive vice president Sergio Giacaletto visited the country, the centre has won the backing of Egypt’s Prime Minister Dr. Ahmed Nazeif, as well as other members of the government. “The Egyptian government and Oracle have been working together for a long time toward a common objective, to promote IT as a fundamental and necessary asset in the further development of the economy in Egypt,” Dr. Tarek Kamel, Egypt’s Minister of Communications and Information Technology said in a statement announcing the centre’s launch. “The opening of the Global Product Support centre is fantastic news for the region’s business community,” he added. For Oracle the centre provides another benefit in that it can use it to provide services to European customers more cheaply than providing similar services from a European-based facility, one of its senior executives told IT Weekly. Gavin Clarke, vice president of Support Services, for Oracle France, Benelux and MEA, said that the company has been gradually shifting services jobs away from high-cost countries into regions and countries where it is cheaper to provide those services. “We do this in a very controlled way, we’ve done this with the global product support teams, and throughout Europe we were virtually able to either re-position these people into consulting or something like that,” he claimed. “That allows us to add head count for a similar cost,” he added. The numbers involved have been fairly small, with Clarke estimating that Oracle has dropped no more than 50 to 100 support staff across the entire EMEA region over the past four to five years, mainly through natural attrition. The different working patterns in the Middle East compared to Europe also make it more economical to provide support services from here, Clarke said. “A lot of the pro-active work that we are doing is things like patch management or performance reviews,” he said, explaining that most companies want to do such work over the weekend, when systems are idle. “Sunday is a fantastic day for us to do that, if we look at getting somebody in the UK to do it, for instance, then we have to pay them double-time, while we can get our people in the Middle East to do that on a normal work day for them. This is a very efficient and cost-effective model for us,” he added. Oracle’s Global Product Support facility will be based at Egypt’s Xceed Contact Center, the largest contact centre in the southern Mediterranean region. In addition to customer service management capabilities, the center will also offer tailored support focused on Oracle’s core products — Oracle E-Business Suite and Oracle Server Technologies.

Add a Comment

Your display name This field is mandatory

Your e-mail address This field is mandatory (Your e-mail address won't be published)

Security code