CIOReview
CIOREVIEW >> Oracle >>

Drive Enhanced Communications with Oracle’s New Customer Experience Solution

By CIOReview | Tuesday, November 17, 2020

New customer experience solution offers communications service providers the data to better recognize customers to deliver more tailored products, offers, and care.

FREMONT, CA: Oracle, a global leader in enterprise software and IT solutions, announced a new cloud-based Customer Experience (CX) management solution──Oracle Digital Experience for Communications──for the communications industry. The solution is a suite of industry-specific tools that capture and examine customer-interaction information from front and back-office operations. This aspect helps service providers better understand their consumers’ exclusive buying behaviors and preferences to swiftly launch persuasive new products and offers, increase sales, and provide better service.

“While every business is unique, there is a common issue all organizations face: the need to unite data to address quickly 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 is not a wrapper on CRM; this is a new solution that has been developed based on extensive customer feedback,” he says.

As digital experience for communications helps the TM Forums Open Digital Architecture (ODA) and Open APIs, service providers can speedily integrate current applications with the solution to offer a consistent and precise view of customer and billing information. When coupled with a new user-interface constructed for the business’s unique workflows, the solution gives service providers the information and tools to progress how they create and launch service proposals, fulfill and monetize services, and sell across channels and deliver proactive care. The digital experience for communications also provides operations support, communications charging, 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,” affirms Mohri.