Oracle Releases Oracle Digital Experience for Communications
Oracle today released Oracle Digital Experience for Communications, an industry-specific customer experience solution that equips service providers with a deep knowledge of customer buying behaviors and preferences by capturing customer-interaction data from front- and back-office operations.
"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 of Oracle Cloud CX and Data Cloud, in a statement. "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 integrate existing applications with the solution. Coupled with a new user-interface built for the industry's unique workflows, the solution helps service providers 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.
"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 of architecture and APIs at the TM Forum, in a statement. "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."
Built on Oracle Cloud Infrastructure, Digital Experience for Communications enables service providers to adjust strategies at scale with new applications to manage the following:
- Launch, giving service providers a 360-degree customer dashboard and tools to create and launch more relevant products and promotions, 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.
- Care, with natural language processing, digital engagement tools, a smart agent desktop, and guided workflows.
- Buying, with recommendations for more personalized omnichannel commerce experiences.
"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 of Oracle Communications Applications, in a statement. "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"
"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 at Swisscom, in a statement. "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."