Company opens new revenue opportunities by leveraging the use of Artificial Intelligence
Oracle announces general availability of Oracle Communications Digital Business Experience, a pre-integrated business support system (BSS). Designed to meet the needs of telecommunications service providers (CSPs), the solution offers comprehensive tools to help manage customer experiences and drive revenue at every stage of the customer journey. This end-to-end solution supports any line of business, enabling CSPs to simplify implementation complexity and reduce costs.
Oracle Digital Business Experience will help carriers and Internet Service Providers (ISPs) seize new industry opportunities, such as monetizing APIs and expanding into new industry verticals, as well as leveraging AI and other cloud-based technologies. With this launch, Oracle is unlocking access to advanced cloud services and providing a solid technology foundation on which CSPs can further grow and rapidly innovate new services.
“Telcos are digitizing their businesses and investing in capabilities that help them better serve their B2C and B2B customer base,” said John Abraham, principal analyst at Appledore Research, a telecommunications consulting firm. “As they strive to deliver a ‘digital native’-like customer experience, companies need end-to-end solutions that can help them deliver personalized experiences with minimal human intervention and seamlessly manage complex process flows, such as the handoff from central order management (COM) to service order management (SOM).”
Complete Customer Experience Management
Oracle Digital Business Experience offers a commerce and billing product catalog, order capture, customer relationship management (CRM), central order management, and monetization capabilities. Integrating these cutting-edge capabilities can help CSPs increase revenue, deliver personalized customer experiences, and remain agile and efficient as they explore new market opportunities.
“Oracle Digital Business Experience makes it easier than ever for both traditional network services and vertical service providers to automate the delivery of new offerings and experiences to their customers,” said Andrew Morawski, executive vice president and general manager, Oracle Communications. “Regardless of the path they take, Oracle’s new offering, powered by industry-leading CRM capabilities, gives providers the advantage of AI-powered applications and services to support a wide range of use cases, from concept to fulfillment.”
The solution enables many benefits for service providers, such as:
- Increased revenue – Offers can be launched using an intuitive, GUI-based enterprise product catalog with one-click publishing to downstream applications including CRM, billing, and fulfillment. This helps ensure accurate and efficient order delivery across all channels with central order management, and enables providers to monetize any network, service, experience, or business model with a powerful billing and monetization engine.
- Increased loyalty – companies can offer more meaningful customer experiences through customer data management. This capability helps eradicate data fragmentation and enables the delivery of data-driven, personalized customer experiences across all stages of the lifecycle. The solution leverages Oracle AI on Oracle Cloud Infrastructure (OCI) to provide proactive customer service, redirect call center calls, improve customer service agent efficiency, and increase first-call resolution rates.
- Increased business agility – Leverage capabilities that support all lines of business to reduce the complexity of telecom IT. The highly configurable solution is aligned with key industry standards including 3GPP, Cloud Native Compute Foundation (CNCF), TM Forum Open APIs, and Open Digital Architecture, ensuring service providers can improve and maintain business agility.
- Increase operational efficiency – companies can implement The cloud solution across private, public or hybrid infrastructure, with support for open source tools, to help further optimize cloud performance. Because the offering is built with a solution-driven design, CSPs can enable business flow and process automation from concept to fulfillment, eliminating process sprawl and streamlining operations.
Oracle Digital Business Experience can be implemented and managed by the CSP's provider of choice, including over 20 certified members of the Oracle PartnerNetwork (OPN). This includes long-time Oracle partner Accenture, which is also collaborating with Oracle Communications to help CSPs leverage the new solution and take advantage of Oracle’s AI services.
“Operators and ISPs can leverage the value of cloud and AI services to modernize their businesses in ways that attract customers and employees while enabling them to reduce operating expenses and improve margins,” said Andrea Cesarini, EMEA leader for Accenture’s Oracle Business Group. “With our industry knowledge and functional expertise, Accenture can help CSPs leverage Oracle Digital Business Experience to create a strong digital core from which they can create new business opportunities and leverage technology for growth, reinvent business processes to bring services to market faster, and realize rapid returns on those investments.”
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