Oracle Helps Communications Industry Drive Better Customer Experiences
New customer experience solution gives communications service providers the data to better understand customers to deliver more personalized products, offers, and care
Oracle 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.
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“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.”
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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.”
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