REDWOOD SHORES, Calif., Nov. 2,
2020 /PRNewswire/ -- Oracle today announced a new
cloud-based customer experience (CX) management solution for the
communications industry. Oracle Digital Experience for
Communications is a suite of industry-specific applications
that capture and analyze customer-interaction data from front and
back-office operations. This helps service providers better
understand their customers' unique buying behaviors and
preferences so the providers can quickly launch compelling new
offers and products, provide better service, and increase
sales.
"While every industry is unique, there is a common challenge
facing all organizations: the need to unify data to address rapidly
changing customer expectations," said Rob
Tarkoff, executive vice president and general manager,
Oracle Cloud CX and Data Cloud. "To help the communications
industry solve its toughest customer challenges, we have brought
together our CX and industry expertise to develop Digital
Experience for Communications. This isn't a wrapper on CRM; this is
a new solution that has been developed based on extensive customer
feedback."
Because Digital Experience for Communications supports the TM
Forum's Open Digital Architecture and Open APIs, service providers
can quickly integrate existing applications with the solution to
provide a consistent and accurate view of customer and billing
data. Coupled with a new user-interface built for the industry's
unique workflows, the solution gives service providers the data and
tools to improve how they create and launch service offers, sell
across channels, fulfill and monetize services, and deliver
proactive care. Digital Experience for Communications also offers
communications charging, operations support, and billing and
revenue management.
"Swisscom is very focused on delivering innovative new digital
services and making it easy for our B2B and B2C customers to
interact and transact with us," said Alexander Mohri, head of strategy, Swisscom.
"Oracle Digital Experience for Communications gives us the agility
and rich functionality to transform the way we engage with
customers, improve our employee experience, drive operational
excellence, and reduce costs."
Supercharging communications customer engagement
With
a comprehensive view into what customers have bought, what they are
currently using, and the context of their service and digital
assistant interactions, Digital Experience for Communications helps
service providers propose offers that are more relevant to that
customer and therefore more likely to be adopted.
For example, a customer can use a self-service digital assistant
to resolve a billing question on their mobile service provider's
website. Digital Experience for Communications takes the full
context of the customer's data to suggest a personalized offer for
a new voice and data package that better suits their needs. It can
then automatically orchestrate and fulfill the order and update the
network and billing systems in real-time.
"Other solutions lack critical communication industry
capabilities, such as large-scale order management and a TM
Forum-based open architecture, leaving customers to cobble together
pieces and build their own APIs," said Jason Rutherford, senior vice president and
general manager, Oracle Communications Applications. "Digital
Experience for Communications integrates all of these components so
service providers can focus their time on new opportunities, such
as using the unprecedented volumes of data being created by 5G and
IoT to fuel new business models."
Built on Oracle Cloud Infrastructure, Digital Experience for
Communications enables service providers to quickly and securely
adjust strategies at scale with new applications to manage:
- Launch: gives service providers a 360-degree customer
dashboard and simple business user tools to quickly create and
launch more relevant products and promotions without IT assistance.
As a result, service providers can speed offer uptake and derive
revenue from new market opportunities, such as 5G, while reducing
management costs through one-click automated publishing of offers
to catalogs such as sales, commerce, billing, and
provisioning.
- Care: offers natural language processing and digital
engagement tools, as a smart agent desktop and guided workflows.
With these features, customers can find answers faster on their own
and service agents have the intelligence and context needed to
resolve issues faster.
- Buying: delivers data-driven recommendations so service
providers can provide more personalized omnichannel commerce
experiences. For example, if a customer does not take advantage of
their land (home) line but continually go over their mobile minute
limits, the module can suggest that sales agents offer the option
of dropping the home line, increasing mobile minutes, and trying a
new entertainment package free for three months. This kind of
contextual insight helps service providers increase
cross-sell/upsell opportunities, improve conversion rates, and
reduce shopping cart abandonment.
The Launch and Care modules are available today, with the Buying
application available within the next 12 months.
"TM Forum's Open Digital Architecture encompasses new approaches
to strategy, customer centricity, and digital business operations
that are essential in the next generation of 5G business models,"
said George Glass, vice president,
Architecture & APIs, TM Forum. "By adhering to the Open Digital
Architecture and adopting TM Forum's Open APIs, solutions such as
Oracle's can maximize the business and IT agility required for
tomorrow's digital service provider."
About Oracle
The Oracle Cloud offers a
complete suite of integrated applications for Sales,
Service, Marketing, Human Resources, Finance, Supply Chain and
Manufacturing, plus Highly Automated and Secure Generation 2
Infrastructure featuring the Oracle Autonomous Database. For
more information about Oracle (NYSE: ORCL), please visit us
at oracle.com.
Trademarks
Oracle and Java are registered trademarks
of Oracle and/or its affiliates. Other names may be trademarks of
their respective owners.
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SOURCE Oracle