Oracle Launches New All-In-One Customer Experience Management Solution: Oracle Communications Digital Business Experience

Oracle’s latest announcement of the general availability of the Oracle Communications Digital Business Experience is set to revolutionize the customer experience management landscape. This all-in-one solution promises to drive revenue at every stage of the customer journey, offering telcos the opportunity to unlock the full potential of their AI and automation innovations.

The tool brings together a range of customer service and experience features within one comprehensive platform, including a commercial and billing product catalog, configure-price-quote (CPQ) and order capture features, Siebel-powered customer relationship management (CRM), central order management, and monetization capabilities. By consolidating these systems, Oracle aims to simplify deployment complexity and provide users with the foundation to explore new services.

Andrew Morawski, Executive Vice President and General Manager of Oracle Communications, highlighted the ease of automation and delivery of new offers and experiences for customers with the Oracle Digital Business Experience. The solution is designed to support a broad range of use cases from concept-to-cash-to-care, powered by AI applications and services.

One of the key features of the Oracle Communications Digital Business Experience is its ability to drive revenue opportunities through its concept-to-cash-to-care approach. The tool offers an intuitive enterprise product catalog for efficient order delivery across channels, central order management for accurate order processing, and a robust billing and monetization engine to support various business models.

In addition to revenue-driving capabilities, the solution also focuses on enhancing customer loyalty through personalized experiences enabled by customer data management. By leveraging Oracle AI on Oracle Cloud Infrastructure, the tool provides proactive customer care, improves customer service agent efficiency, and ensures a seamless customer journey across all lifecycle stages.

The Oracle Communications Digital Business Experience is highly configurable and aligned with industry standards, allowing service providers to maintain business agility and adapt quickly to industry changes. The solution offers out-of-the-box capabilities to simplify IT complexity for telecom providers and boost operational efficiency.

With a containerized, cloud-native design, service providers can deploy the solution on private, public, or hybrid infrastructures, optimizing cloud performance with support for open-source tools. The solution enables automation across business processes, reducing process proliferation and streamlining operations for improved efficiency.

Industry experts like John Abraham recognize Oracle’s innovation as a reflection of the telco sector’s digital transformation efforts. As telcos strive to deliver hyper-personalized experiences and manage complex process flows, end-to-end solutions like the Oracle Communications Digital Business Experience are essential for success.

In addition to the Oracle Communications Digital Business Experience, Oracle has introduced new AI features to its Fusion Cloud Customer Experience suite and partnered with Syniverse to enhance personalized messaging capabilities. These developments underscore Oracle’s commitment to driving innovation and delivering cutting-edge solutions to meet the evolving needs of businesses in the digital age.