Oracle Announces CX Management Solution
GenAI-powered solutions also enable agents to maintain service quality and perform associated tasks more efficiently.
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Oracle has announced the general availability of a new all-in-one customer experience management solution. The Oracle Communications Digital Business Experience promises to drive revenue at “every stage of the customer journey.”
The tool has been engineered to enable telcos to unlock the full potential of their AI and automation innovations by housing several customer service and experience features within one comprehensive platform.
These features include a commercial and billing product catalogue, configure-price-quote (CPQ) and order capture features, Siebel-powered customer relationship management (CRM), central order management, and monetisation capabilities.
In bringing these systems together, Oracle believes that the solution will “simplify deployment complexity,” and provide users with the foundation to explore new services.
The ability of the new tool to deliver a smoother, more user-friendly experience was discussed by Andrew Morawski, Executive Vice President and General Manager of Oracle Communications:
Oracle Digital Business Experience makes it easier than ever for telcos to automate the delivery of new offers and experiences for their customers, whether that means traditional network services or becoming vertical industry service providers.
“Regardless of the path they take, Oracle’s new offering, powered by best-of-breed industry CRM capabilities gives providers the advantage of AI-powered applications and services to support a broad range of use cases from concept-to-cash-to-care.”
