For telcos that want to be techcos, Oracle Digital Business Experience is a pre-integrated, end-to-end, digital business support system (BSS) for managing experiences and revenue at every stage of the customer journey.

Preparing for the era of the techco

Characterized by an ability to leverage technology in new ways to drive new outcomes and customer experiences, techcos deliver high value solutions beyond connectivity and differentiate themselves by providing unique experiences to their customers. Oracle is helping telcos take the next step to becoming a techco with Oracle Digital Business Experience, the only pre-integrated, productized solution that enables CSPs to achieve a single customer view and automate process flows across concept-to-cash-to-care. Oracle Digital Business Experience eliminates the process proliferation and fragmented data that leads to disjointed customer experiences, order fallout, revenue leakage, and IT complexity.

Grow revenue by rapidly launching offers, efficiently delivering orders, and monetizing anything

Growing the bottom line is a top concern for many service providers. It’s never been more challenging for a CSP to retain its competitive edge. In a market saturated with options, the provider that can deliver services in tune with the lifestyles of its customer and top-tier customer service will always succeed.

Rapidly launching offers

With Oracle Digital Business Experience, CSPs can intuitively design multidimensional offers faster with an intelligence-enabled, GUI-based enterprise product catalog. This easy-to-use catalog allows IT teams to quickly define services, which can then be used as a building block to create similar services, packages, or offers. Marketing teams and other business users are empowered to design new offers and promotions on the fly, without any reliance on IT. During the offer design process, API-integrated intelligence can be used to predict and optimize service offers against KPIs such as profitability and market share performance.

Efficiently delivering orders

Follow through on promises made in your offers by delivering the right order at the right time. This starts with ensuring orders are captured accurately across channels. Different data models across IT systems can lead to miscommunications between systems, order fallout, and ultimately unhappy customers. Oracle Digital Business Experience uses a common data model across the solution footprint, ensuring that offers created in the product catalog retain data consistency across applications and channels so that orders can be captured accurately. Real-time order qualification checks, and resource reservations ensure that only the services that can be delivered get sold. Once an order has been captured, Oracle Digital Business Experience decomposes the order and dynamically creates an orchestration plan for order execution across central order management (COM) and service order management (SOM).

Monetizing anything

Provide your business with more options to grow revenue by supporting a wide range of billing and payment models. Oracle Digital Business Experience enables service providers to use multiple pricing levers such as event, metric, attribute, deliverable, day, time, QoS, as well as custom rules when designing offers. The solution also allows providers to bundle physical and digital goods, one-time activities, metered and continuous services and offer services as prepaid or postpaid services with recurring, one-time, or subscription billing options across any network generation (2G-5G). The solution uses high billing processing throughput to make bill runs up to 90% faster and shortening the time to revenue. Performance tested on OCI, Oracle Digital Business Experience is built to support bill runs of any depth or breadth.

Drive loyalty with intelligent, personalized, and proactive customer care across channels

Building loyalty has never been harder for CSPs as market competition has exploded over the last decade. Consumers have more choices for service and cost alone is no longer a differentiator. Today, consumers are most loyal to those providers that can deliver a relevant and personalized digital experience. Oracle Digital Business Experience helps CSPs overcome these challenges by intelligently personalizing customer experience and engagement throughout the customer journey. 

Data-driven customer experiences

Oracle Digital Business Experience brings together customer and product data across the systems of record and engagement to deliver a complete, 360º view of the customer. Consolidating your customer data is the first step in delivering a personalized customer experience throughout the customer journey. With a strong data foundation, service providers can apply intelligence models, including artificial intelligence (AI) and generative AI (GenAI) to personalize engagements and experiences for customers.

Proactive customer care

Drive better experiences and deflect calls away from the contact center by integrating Oracle Digital Business Experience with your self-service channels to improve transparency and empower customers to take control of their experience. Keep customers in the loop on the status of their account by making information including account details, order status, usage, billing, and payments available across self-service channels. Put the power back in the hands of the customer by enabling them to manage their account including making changes to account services, updating billing preferences, making payments, configuring thresholds and notifications, and managing resources across account users. Further enhance the self-service experience by incorporating Oracle Digital Assistant as your first line of customer support. Using natural language processing (NLP), custom algorithms, and GenAI to understand common conversations, and derive accurate intent and context to create conversational chat experiences for customers.

Enhanced agent productivity and efficiency

For those customer engagements that require a human touch, Oracle Digital Business Experience offers an AI-enhanced 360º agent experience to improve productivity and efficiency. Seamlessly manage customer engagements across channels with a customer service representative (CSR) portal, computer telephony integration (CTI) toolbar, chat, and email management available out-of-the-box. Reduce agent average handling time (AHT) while achieving customer satisfaction (CSAT) goals by leveraging pre-built connections to Oracle Cloud Infrastructure (OCI) GenAI services to understand customer sentiment and solve queries faster. Improve first call resolution rates for your contact center by using Siebel Smart Answers to query knowledge management systems to quickly return responses to common questions and issues, and next best action logic to help guide agents in solving customer issues faster. Finally, eliminate miscommunication and the need for agents to annotate customer accounts after engagements by using GenAI for real-time call transcription and account annotation.