How Oracle Is Helping F&G Streamline Customer Experience

By Dan Anderson ● February 16, 2020
  • F&G Annuities & Life (F&G) is now using Oracle SD-WAN boost customer service by reducing network interruptions

F&G Annuities & Life (F&G) is now using Oracle SD-WAN boost customer service by reducing network interruptions. F&G’s network is depending on virtual desktop infrastructure (VDI) to serve nearly 700,000 customers across the United States. And F&G’s VDI includes business-critical cloud collaboration, contact center, ERP and customer experience applications.

In the past, network circuits would drop, forcing employees to log back onto VDI in the middle of customer sessions. This hurt service resolution times, but it also frustrated employees and negatively impacted productivity.

“Enabling uninterrupted collaboration with our strategic partners and customer service agents is critical to helping our policyholders thrive,” said Jeff Sabin, assistant vice president, IT Infrastructure, Engineering and Operations at F&G. “Oracle’s SD-WAN helps in delivering a resilient network that ensures application availability, reliability, and quality of experience, resulting in improved customer service. The best-of-breed SD-WAN technology has lowered our IT costs and freed up our IT team to focus on higher-value activities.”

Oracle SD-WAN enables a self-driving and self-healing network which helps ensure all types of real-time and cloud-based applications work without interruption even in the case of a link failure or network impairments like high jitter, congestion, delay, or packet loss. And since working with Oracle, F&G has virtually eliminated network downtime even amid carrier outages.

“Dependable networks are mission-critical for our financial services customers to meet rising customer expectations,” explained Andrew Morawski, senior vice president and general manager of Oracle Communications and Networks. “Oracle is committed to delivering trusted enterprise communications solutions that guarantees application availability and quality of experience for those they serve while reducing IT costs.”