Oracle Communications Digital Business Experience offers a comprehensive solution, from conception to monetization and support, creating new revenue opportunities and leveraging AI-powered applications.
Oracle announced yesterday the general availability of Oracle Communications Digital Business Experience. Designed to meet the unique needs of Communications Service Providers (CSPs), this business support system (BSS) offers a comprehensive solution to help manage customer experiences and generate revenue at every stage of the user journey. This “all-in-one” solution supports any line of business, enabling CSPs to simplify implementation complexity and reduce costs.
Oracle Digital Business Experience will help CSPs seize new opportunities in the industry, such as API monetization and expansion into new industrial sectors, as well as leveraging cloud-based technologies like AI. With this launch, Oracle is unlocking access to advanced cloud services and providing a solid technological foundation on which CSPs can rapidly grow and innovate in new services.
“Telecom companies are digitizing their businesses and investing in capabilities that help them better serve and forge deeper relationships with their B2C and B2B customer base,” said John Abraham, Principal Analyst at Appledore Research. “As they strive to offer a customer experience similar to that of a ‘digital native’ and engage in multidimensional revenue opportunities, they need comprehensive solutions that enable them to deliver hyper-personalized experiences with minimal human intervention and seamlessly manage complex process flows, such as the transfer from central order management (COM) to service order management (SOM).”
Comprehensive customer experience management
Oracle Digital Business Experience provides a catalog of commercial products and billing, configure price quote (CPQ) and order capture, customer relationship management (CRM) powered by the Siebel engine, central order management, and monetization capabilities. The integration of these industry-leading solutions can help CSPs increase revenue, deliver hyper-personalized customer experiences, and remain agile and operationally efficient as they explore new market opportunities.
“Oracle Digital Business Experience makes it easier than ever for telecom companies to automate the delivery of new offerings and experiences to their customers, whether that involves traditional network services or becoming service providers in vertical industries,” said Andrew Morawski, Executive Vice President and General Manager of Oracle Communications. “Regardless of the path they take, Oracle’s new offering, powered by industry-leading CRM capabilities, provides providers with the advantage of AI-powered applications and services to support a wide range of use cases, from conception to monetization and support.”
The solution enables service providers to:
- Increase revenue: Quickly launch multidimensional offerings using an intuitive business product catalog based on a graphical user interface (GUI) with one-click publishing for downstream applications, including CRM, billing, and order fulfillment. This helps ensure accurate and efficient order delivery across all channels with central order management and allows providers to monetize any network, service, experience, or business model with a powerful billing and monetization engine.
- Build customer loyalty: Offer more meaningful customer experiences with master data management. This feature helps eradicate data fragmentation and enables deeply personalized, data-driven customer experiences throughout the lifecycle stages. The solution leverages Oracle AI in Oracle Cloud Infrastructure (OCI) to provide proactive customer care, redirect contact center calls, improve customer service agent efficiency, and increase first call resolution rates.
- Improve business agility: Leverage out-of-the-box capabilities that support all lines of business to reduce IT and telecommunications complexity. The highly configurable solution aligns with leading industry standards, including 3GPP, Cloud Native Compute Foundation (CNCF), TM Forum Open APIs, and Open Digital Architecture, ensuring service providers can enhance and maintain business agility.
- Increase operational efficiency: Deploy the cloud-native, fully containerized solution in your choice of private, public, or hybrid infrastructure with immediate support for open-source tools to help further optimize cloud performance. As the offering was developed with a solution-oriented design, CSPs can enable business flow and process automation throughout the cycle, from conception to monetization and support, eliminating process proliferation while optimizing operations.
Oracle Digital Business Experience is a fully productized solution that can be implemented and managed by your chosen CSP provider, including over 20 certified members of the Oracle PartnerNetwork (OPN). This includes Oracle’s long-time partner, Accenture, which is also collaborating with Oracle Communications to help CSPs take advantage of the new solution and benefit from Oracle’s AI services.
“CSPs are eager to leverage the value of cloud and AI services to modernize their businesses in ways that please customers and employees while allowing them to reduce operating expenses and improve margins,” said Andrea Cesarini, leader of the Accenture Oracle Business Group in Europe, the Middle East, and Africa (EMEA).
“Based on our industry knowledge and functional experience, Accenture can help CSPs leverage Oracle Digital Business Experience to create a strong digital core from which they can generate new business opportunities, leverage technology for growth, reinvent business processes to bring services to market faster, and achieve returns on these investments quickly.”
For more information about Oracle Digital Business Experience, join us at Oracle CloudWorld or register HERE for our webcast on September 4th with Appledore. For more information on Oracle Communications industry solutions, visit: Oracle Communications LinkedIn.
Summary
Oracle has launched Oracle Communications Digital Business Experience, a comprehensive solution designed to help Communications Service Providers (CSPs) manage and monetize customer experiences. This tool enables process automation, cost reduction, and the use of cloud-based technologies such as artificial intelligence (AI), facilitating the creation of new revenue opportunities and expansion into new markets. Additionally, it offers capabilities to increase revenue, build customer loyalty, improve business agility, and enhance operational efficiency.
