Oracle Helps Telcos Automate the Design, Delivery, and Monetization of New Customer Experiences
Oracle has announced the general availability of Oracle Communications Digital Business Experience, a comprehensive business support system (BSS) designed for Communications Service Providers (CSPs). This pre-integrated solution aims to help CSPs manage customer experiences and drive revenue throughout the customer journey. Key features include:
1. Commercial and billing product catalog
2. Configure-price-quote (CPQ) and order capture
3. Customer relationship management (CRM) powered by Siebel
4. Central order management
5. Monetization capabilities
The solution leverages AI-powered applications on Oracle Cloud Infrastructure (OCI) to enhance customer care, improve agent efficiency, and increase first call resolution rates. It supports multiple lines of business, simplifies deployment complexity, and reduces costs for CSPs. Oracle Digital Business Experience is designed to help telcos seize new opportunities such as API monetization and expansion into new industry verticals.
Oracle ha annunciato la disponibilità generale di Oracle Communications Digital Business Experience, un system di supporto aziendale (BSS) completo progettato per i fornitori di servizi di comunicazione (CSP). Questa soluzione pre-integrata ha lo scopo di aiutare i CSP a gestire le esperienze dei clienti e aumentare i ricavi lungo tutto il percorso del cliente. Tra le caratteristiche principali ci sono:
1. Catalogo prodotti commerciali e di fatturazione
2. Configura-prezzo-quotazione (CPQ) e acquisizione ordini
3. Gestione delle relazioni con i clienti (CRM) supportata da Siebel
4. Gestione centralizzata degli ordini
5. Capacità di monetizzazione
La soluzione sfrutta applicazioni potenziate dall'IA su Oracle Cloud Infrastructure (OCI) per migliorare l'assistenza clienti, aumentare l'efficienza degli agenti e incrementare i tassi di risoluzione al primo contatto. Supporta più linee di business, semplifica la complessità di implementazione e riduce i costi per i CSP. Oracle Digital Business Experience è progettato per aiutare i telecomunicati a cogliere nuove opportunità, come la monetizzazione delle API e l'espansione in nuovi settori industriali.
Oracle ha anunciado la disponibilidad general de Oracle Communications Digital Business Experience, un sistema de soporte empresarial (BSS) completo diseñado para los Proveedores de Servicios de Comunicaciones (CSP). Esta solución preintegrada tiene como objetivo ayudar a los CSP a gestionar las experiencias del cliente y generar ingresos a lo largo del viaje del cliente. Las características clave incluyen:
1. Catálogo de productos comerciales y de facturación
2. Configuración-precio-cotización (CPQ) y captura de pedidos
3. Gestión de relaciones con clientes (CRM) impulsada por Siebel
4. Gestión central de pedidos
5. Capacidades de monetización
La solución aprovecha aplicaciones impulsadas por IA en Oracle Cloud Infrastructure (OCI) para mejorar la atención al cliente, mejorar la eficiencia de los agentes y aumentar las tasas de resolución en la primera llamada. Soporta múltiples líneas de negocio, simplifica la complejidad de la implementación y reduce costos para los CSP. Oracle Digital Business Experience está diseñado para ayudar a las telecomunicaciones a aprovechar nuevas oportunidades, como la monetización de API y la expansión en nuevos sectores industriales.
오라클은 통신 서비스 제공업체(CSP)를 위해 설계된 포괄적인 비즈니스 지원 시스템(BSS)인 Oracle Communications Digital Business Experience의 일반 가용성을 발표했습니다. 이 통합 솔루션은 CSP가 고객 경험을 관리하고 고객 여정 전반에 걸쳐 수익을 증대할 수 있도록 돕는 것을 목표로 합니다. 주요 기능에는 다음이 포함됩니다:
1. 상업 및 청구 제품 카탈로그
2. 구성-가격-견적(CPQ) 및 주문 캡처
3. Siebel로 구동되는 고객 관계 관리(CRM)
4. 중앙 주문 관리
5. 수익 창출 기능
이 솔루션은 고객 서비스 개선, 에이전트 효율성 향상 및 첫 번째 전화 해결 비율 증가를 위해 Oracle Cloud Infrastructure(OCI)에서 인공지능(AI) 기반 애플리케이션을 활용합니다. 여러 비즈니스 라인을 지원하고, 배포 복잡성을 단순화하며 CSP의 비용을 절감합니다. Oracle Digital Business Experience는 통신사가 API 수익 창출 및 새로운 산업 수직으로의 확장과 같은 새로운 기회를 잡을 수 있도록 설계되었습니다.
Oracle a annoncé la disponibilité générale d'Oracle Communications Digital Business Experience, un système de support aux entreprises (BSS) complet conçu pour les fournisseurs de services de communication (CSP). Cette solution pré-intégrée vise à aider les CSP à gérer les expériences clients et à générer des revenus tout au long du parcours client. Les principales caractéristiques incluent :
1. Catalogue de produits commerciaux et de facturation
2. Configuration-prix-quotations (CPQ) et capture de commande
3. Gestion de la relation client (CRM) propulsée par Siebel
4. Gestion centralisée des commandes
5. Capacité de monétisation
La solution exploite des applications alimentées par l'IA sur l'Infrastructure Cloud Oracle (OCI) pour améliorer le service client, augmenter l'efficacité des agents et accroître les taux de résolution au premier contact. Elle prend en charge plusieurs lignes d'activité, simplifie la complexité du déploiement et réduit les coûts pour les CSP. Oracle Digital Business Experience est conçu pour aider les télécommunications à saisir de nouvelles opportunités telles que la monétisation des API et l'expansion dans de nouveaux secteurs industriels.
Oracle hat die allgemeine Verfügbarkeit von Oracle Communications Digital Business Experience bekannt gegeben, einem umfassenden Business Support System (BSS), das für Kommunikationsdienstleister (CSPs) entwickelt wurde. Diese vorintegrierte Lösung soll CSPs dabei helfen, die Kundenerfahrungen zu verwalten und den Umsatz während der gesamten Kundenreise zu steigern. Zu den Hauptmerkmalen gehören:
1. Katalog für Handels- und Abrechnungsprodukte
2. Konfigurieren-Preis-Angebot (CPQ) und Auftragserfassung
3. Kundenbeziehungsmanagement (CRM) unterstützt durch Siebel
4. Zentrale Auftragsverwaltung
5. Monetarisierungsmöglichkeiten
Die Lösung nutzt KI-gestützte Anwendungen auf der Oracle Cloud Infrastructure (OCI), um den Kundenservice zu verbessern, die Effizienz der Agenten zu steigern und die Erstlösungsrate zu erhöhen. Sie unterstützt mehrere Geschäftsbereiche, vereinfacht die Bereitstellungskomplexität und senkt die Kosten für CSPs. Oracle Digital Business Experience wurde entwickelt, um Telekommunikationsunternehmen dabei zu helfen, neue Chancen wie die Monetarisierung von APIs und die Expansion in neue Geschäftsbereiche zu ergreifen.
- Comprehensive all-in-one BSS solution for CSPs
- AI-powered applications for improved customer care and efficiency
- Supports multiple lines of business, simplifying deployment and reducing costs
- Enables rapid launch of multi-dimensional offers
- Facilitates API monetization and expansion into new industry verticals
- Fully containerized, cloud-native solution deployable on various infrastructures
- Aligned with key industry standards for improved business agility
- None.
Oracle Communications Digital Business Experience delivers concept-to-cash-to-care, unlocking new revenue opportunities and taking advantage of AI-powered applications
Oracle Digital Business Experience will help CSPs seize new industry opportunities like API monetization and expansion into new industry verticals, as well as leveraging cloud-based technologies such as AI. With this release, Oracle is unlocking access to advanced cloud services and delivering a strong technology foundation on which CSPs can further grow and innovate into new services rapidly.
"Telcos are digitalizing their business and investing in capabilities to help them better serve and forge deeper relationships with their B2C and B2B customer base," said John Abraham, principal analyst, Appledore Research. "As they strive to deliver a 'digital native'-like customer experience and participate in multi-dimensional revenue opportunities, they need end-to-end solutions that can help them deliver hyper-personalized experiences with minimum human intervention and seamlessly manage complex process flows, such as the handover from central order management (COM) to service order management (SOM)."
All-in-One Customer Experience Management
Oracle Digital Business Experience provides a commercial and billing product catalog, 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 best-of-breed capabilities can help CSPs grow revenue, deliver hyper-personalized customer experiences, and remain operationally agile and efficient as they explore new market opportunities.
"Oracle Digital Business Experience makes it easier than ever for telcos to automate the delivery of new offers and experiences for their customers, whether that means traditional network services or becoming vertical industry service providers," said Andrew Morawski, executive vice president and general manager, Oracle Communications. "Regardless of the path they take, Oracle's new offering, powered by best-of-breed industry CRM capabilities gives providers the advantage of AI-powered applications and services to support a broad range of use cases from concept-to-cash-to-care."
The solution enables service providers to:
- Grow revenue. Rapidly launch multi-dimensional offers using an intuitive, GUI-based enterprise product catalog with a 1-click publish to downstream applications, including CRM, billing, and order fulfillment. This helps ensure accurate and efficient order delivery across channels with central order management and enables providers to monetize any network, service, experience, or business model with a powerful billing and monetization engine.
- Drive loyalty. Deliver more meaningful customer experiences with master customer data management. This feature helps eradicate data fragmentation and enables the delivery of data-driven, deeply personalized customer experiences across lifecycle stages. The solution leverages Oracle AI on Oracle Cloud Infrastructure (OCI) to provide proactive customer care, redirect calls from the contact center, improve customer service agent efficiency, and increase first call resolution rates.
- Improve business agility. Capitalize on out-of-the-box capabilities that support all lines of business to reduce telco IT complexity. 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. Deploy the fully containerized, cloud native solution on their private, public, or hybrid infrastructure of choice with immediate support for open source tooling to help further optimize performance in the cloud. Since the offering was developed with a solution-driven design, CSPs can enable business flow and process automation across concept-to-cash-to-care and eliminate process proliferation while streamlining operations.
Oracle Digital Business Experience is a fully productized solution and can be implemented and managed by the CSP's provider of choice, including more than 20 certified members of Oracle PartnerNetwork (OPN). This includes longtime Oracle partner Accenture, who is also collaborating with Oracle Communications to help CSPs leverage the new solution and take advantage of Oracle AI services.
"CSPs are eager to take advantage of the value of cloud and Al services to modernize their businesses in a way that delights customers and employees while enabling them to reduce their operating expenses and improve their margins," said Andrea Cesarini, lead of the Accenture Oracle Business Group in EMEA. "Drawing on 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 tech for growth, reinvent business processes to get services to market faster, and to see returns on these investments rapidly."
To learn more about Oracle Digital Business Experience, join us at Oracle CloudWorld or register here for our launch webcast on September 4 with Appledore. To learn more about Oracle Communications industry solutions, visit: Oracle Communications LinkedIn.
About Oracle Communications
Oracle Communications provides integrated communications and cloud solutions for Service Providers and Enterprises to accelerate their digital transformation journey in a communications-driven world from network evolution to digital business to customer experience. www.oracle.com/communications
About Oracle
Oracle offers integrated suites of applications plus secure, autonomous infrastructure in the Oracle Cloud. For more information about Oracle (NYSE: ORCL), please visit us at oracle.com.
Trademarks
Oracle, Java, MySQL and NetSuite are registered trademarks of Oracle Corporation. NetSuite was the first cloud company—ushering in the new era of cloud computing.
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SOURCE Oracle
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