New solution gives communications service providers the data to better understand customers.
Oracle has announced a new cloud-based customer experience (CX) management solution for the communications industry. Named the Oracle Digital Experience for Communications, the new platform is a suite of applications specific to the communications industry.
The platform serves to 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, according to Oracle. This helps CSPs to quickly launch compelling new offers and products, provide better service, and increase sales.
Unique focus on the Communications sector
“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.”
The Digital Experience for Communications supports the TM Forum’s Open Digital Architecture and Open APIs. This means that service providers can quickly integrate existing applications with the solution. This in turn allows them to provide a consistent and accurate view of customer and billing data.
The platform also offers a new user-interface built for the industry’s unique workflows. The new UI gives service providers the data and tools to improve how they create and launch service offers. It also allows them to better sell across channels, fulfill and monetize services, and deliver proactive care. The solution also offers communications charging, operations support, and billing and revenue management.
Driving customer engagement
Digital Experience for Communications helps CSPs propose offers that are more relevant to that customer and therefore more likely to be adopted.
The solution offers a comprehensive view into what customers have bought and what they are currently using. It then puts this information into the context of their service and digital assistant interactions.
Jason Rutherford, senior vice president and general manager, Oracle Communications Applications, explained how the platform works. “Digital Experience for Communications integrates all of these components so service providers can focus their time on new opportunities,” he said.
This allows them to use the large data volumes created by 5G and IoT to fuel new business models, he added.