Communication service providers (CSPs) face an unprecedented challenge in today’s digital landscape. Legacy business support systems (BSS) create operational silos, slow time-to-market for new services, and fragment the customer experience across multiple touchpoints. These challenges become even more critical as CSPs strive to monetize 5G networks, expand into vertical industry service providers, and compete in an increasingly crowded marketplace.
Oracle Digital Business Experience provides an AI-powered, cloud-native BSS platform that seamlessly integrates the entire customer journey, from initial marketing engagement through service delivery and ongoing customer care. By unifying traditionally separate business processes into a single, intelligent platform, CSPs can deliver hyper-personalized experiences while driving significant revenue growth and operational efficiency gains.
What is Oracle Digital Business Experience?
Oracle Communications Digital Business Experience represents a fundamental shift from traditional network services support systems toward an integrated, AI-powered business platform. Built on the proven foundation of Siebel CRM, this solution delivers concept-to-cash-to-care processes designed explicitly for communication service providers operating in today’s communications-driven world.
The platform combines a billing product catalog, configure price quote (CPQ), central order management (OSM), and billing revenue management (BRM) into one unified system. This integration eliminates the data fragmentation and process proliferation that plague traditional BSS architectures, enabling CSPs to respond rapidly to market opportunities and customer demands.
Unlike legacy systems that require extensive customization and integration work, Oracle Digital Business Experience offers a cloud-native solution built on Oracle Cloud Infrastructure. The platform’s containerized architecture aligns with cloud native compute foundation principles, providing the scalability and reliability that modern CSPs require while supporting both traditional network services and emerging vertical industry applications.
The solution’s adherence to the TM Forum Open APIs and open digital architecture standards ensures seamless integration with existing IT ecosystems. This standards-based approach enables providers to maintain their current investments while gradually modernizing their BSS capabilities, reducing deployment complexity, and minimizing business disruption.
Key Components and Capabilities
Oracle Digital Business Experience is engineered with a robust set of capabilities designed to empower communication service providers in the digital age. These integrated features work together to streamline operations, accelerate innovation, and enhance the overall customer journey.
From intelligent product catalog management to AI-powered sales automation, each component plays a pivotal role in transforming traditional BSS functions into a unified, agile platform. Here’s a closer look at the key features and capabilities of the Digital Business Experience platform:
- AI-Powered, Cloud-Native BSS Platform: Offers an integrated business support system (BSS) that leverages artificial intelligence and cloud-native architecture to improve collaboration across the enterprise landscape.
- Integrated Concept-to-Care Processes: Unifies the entire customer journey, from initial marketing engagement through service delivery and ongoing customer care.
- Unified System for Core BSS Functions: Combines a billing product catalog, configure price quote (CPQ), central order management (OSM), and billing revenue management (BRM) into a single, unified system.
- TM Forum Open API and ODA Standards Adherence: Ensures adherence to TM Forum Open API and ODA standards, facilitating seamless integration with existing IT ecosystems and enabling gradual modernization.
- Enterprise Product Catalog with No-Code Publishing: Features a graphical user interface for one-click publishing across CRM, billing, and order fulfillment systems, enabling rapid service innovation across key business units.
AI-Enhanced Customer Experience Features
The platform’s AI capabilities extend throughout the customer experience lifecycle, delivering immediate support through automated customer service agents that resolve a significant percentage of inquiries at first contact. These AI-powered applications utilize generative AI-assisted answer generation to provide contextual and accurate responses, reducing average handling times while improving first-call resolution rates.
AI-powered assisted scheduling optimizes field service operations by analyzing technician skills, geographic location, and availability to minimize service windows and maximize operational efficiency. This intelligent automation reduces manual coordination overhead, ensuring customers receive faster and more reliable service delivery.
Machine learning algorithms continuously analyze customer behavior patterns to deliver hyper-personalized experiences across all touchpoints. The platform’s ability to forge deeper relationships with customers stems from its comprehensive understanding of individual preferences, usage patterns, and lifecycle stages, enabling CSPs to present relevant offers at optimal moments in the customer journey.
Revenue Optimization Tools
Real-time offer management capabilities enable marketing teams to respond instantly to competitive pressures and market opportunities. The platform’s one-click publishing and offer cloning features accelerate campaign launches while ensuring consistency across all customer-facing channels. This agility proves essential for CSPs operating in fast-moving markets where timing often determines competitive advantage.
The monetization engine supports sophisticated pricing strategies, including one-time, recurring, and usage-based charging models. Advanced discounting capabilities encompass volume-based adjustments, aggregate discounts, and attribute-based pricing modifications, enabling CSPs to create compelling offers while maintaining profitability. These monetization capabilities unlock multi-dimensional revenue opportunities across diverse customer segments and service types.
API monetization features enable CSPs to expand beyond traditional connectivity services into new revenue streams. By exposing network capabilities and services through standardized APIs, providers can create B2B and B2B2X partnerships that generate additional income while supporting digital transformation initiatives across multiple industries.
Implementation and Deployment Options
Oracle offers a fully productized solution through Oracle Partner Network members, which streamlines implementation and reduces project complexity. These certified partners provide validated reference architectures and deployment accelerators that minimize implementation risk while ensuring adherence to industry best practices and key industry standards.
The platform’s cloud-native architecture on Oracle Cloud Infrastructure provides high availability, elastic scaling, and cost-optimized operations for enterprise deployments. This autonomous infrastructure approach reduces the technical complexity associated with traditional BSS implementations while providing the reliability and performance that mission-critical telecommunications operations require.
Integration and Compatibility
Pre-integrated BSS components eliminate the traditional challenges associated with connecting disparate systems while supporting seamless connectivity with existing IT infrastructure. The platform’s standardized APIs and middleware solutions enable seamless integration with any existing technology stack, protecting prior investments while facilitating the gradual modernization of legacy environments.
Hybrid cloud deployment options enable CSPs to migrate incrementally from existing systems, operating in mixed environments, until the full transition to the modern BSS architecture is complete. This flexibility proves essential for large CSPs with complex existing infrastructures that require careful planning for migration and minimal service disruption.
Oracle Cloud Marketplace compatibility extends the platform’s capabilities through integration with complementary solutions for enhanced SMS-based customer engagement. Integration with Oracle Fusion Cloud CX provides comprehensive customer experience management across all touchpoints, creating a unified view of customer interactions and preferences.
Business Benefits and ROI
Revenue growth
Accelerated revenue growth results from faster offer time-to-market, improved sales efficiency, and enhanced customer retention rates enabled by the platform’s comprehensive automation capabilities.
CSPs report measurable improvements in average deal size and customer lifetime value as personalized experiences and proactive customer care drive stronger customer relationships and reduce churn.
Total cost of ownership
Reduced total cost of ownership stems from automated business processes, pre-built, industry-aligned workflows, and simplified maintenance requirements inherent in the cloud-native solution design.
The platform’s integrated architecture eliminates the complexity and overhead associated with managing multiple separate systems while reducing the specialized technical expertise required for ongoing operations.
Business agility
Enhanced business agility enables rapid adaptation to market changes and customer demands through the platform’s flexible configuration capabilities and real-time offer management tools. This responsiveness proves crucial in competitive telecommunications markets where the ability to quickly launch new services or respond to competitive pressure often determines market share and profitability.
Customer experience
Improved customer experiences directly translate into higher satisfaction scores and ratings, as seamless omnichannel interactions and faster service resolution create positive customer perceptions. These improvements in customer sentiment support long-term business growth by increasing customer loyalty and fostering positive word-of-mouth referrals.
Efficient order delivery
The platform’s support for efficient order delivery and minimum human intervention in routine processes reduces operational costs while improving service quality consistency. This combination of cost reduction and quality improvement creates sustainable competitive advantages that compound over time.
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Surety Systems brings extensive, hands-on experience not only with the Oracle Digital Business Experience platform but also across the entire Oracle ERP landscape. This comprehensive understanding allows us to support all your project needs, from initial implementation and platform optimization to seamlessly integrating it within your broader Oracle ecosystem, or enhancing key processes for better collaboration.
Our senior-level Oracle consultants partner directly with your internal teams, offering strategic advisory and support services tailored to your organization’s unique requirements over time.
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