Oracle Digital Business Experience

Communications service providers (CSPs) can improve customer experience by connecting customer engagement with the commercial, operational, and monetization processes required to deliver it. Oracle Communications Digital Business Experience helps providers use more consistent customer, product, order, billing, and service context to deliver more personalized and connected experiences while supporting growth, retention, and operational efficiency.

AI can help communications service providers interpret customer and operational signals, recommend actions, personalize engagement, guide employees, and automate defined workflow steps. Using context such as existing services, eligibility, open orders, billing information, service issues, and previous interactions can help make engagement more adaptive and responsive across the customer lifecycle.

Oracle Digital Business Experience connects the systems and processes used to design, sell, fulfill, monetize, and support communications services. Greater consistency across product definitions, customer interactions, sales, orders, fulfillment, charging, billing, and care can help reduce irrelevant offers, lost context, inaccurate orders, delays, and billing issues.

Oracle Digital Business Experience combines customer context with commercial and operational information to help CSPs make interactions more relevant. Existing services, offer eligibility and compatibility, open orders, and billing or service issues can inform sales and service interactions, and AI-assisted recommendations can help determine appropriate offers, guidance, or actions.

Oracle Digital Business Experience connects customer engagement with fulfillment, billing, and customer care to help preserve context across the customer lifecycle. This can help customers continue transactions across channels, reduce repeated information gathering, and give service teams access to relevant interaction, order, service, and billing information.

Oracle Digital Business Experience connects customer engagement with the commercial and operational processes required to turn demand into delivered and billable services. Targeted offers, guided selling, cross-sell and upsell recommendations, product management, order execution, and monetization can support revenue growth, and greater consistency between commercial design and downstream execution can help accelerate offer introduction.

Oracle Digital Business Experience helps reduce manual work and operational friction through shared customer context, governed product definitions, guided workflows, coordinated fulfillment, and automation. AI-assisted capabilities such as summarization, classification, recommendations, knowledge assistance, and workflow automation can further reduce repetitive activities where supported.

Oracle Digital Business Experience can help communications service providers improve customer experience, commercial agility, revenue execution, and operational efficiency.

Relevant outcomes can include:

• More personalized and context-aware customer interactions
• Shorter offer launch cycles
• Improved cross-sell and upsell effectiveness
• More accurate sales and order transactions
• Reduced order fallout and fulfillment rework
• Better alignment between offers, charging, and billing
• Greater continuity across channels
• More informed customer care
• Reduced manual processing
• Greater use of customer and operational context in AI-assisted workflows

Relevant measures can include offer launch time, quote-to-order conversion, order accuracy, order fallout, activation time, billing accuracy, first-contact resolution, repeat contacts, average handle time, customer satisfaction, retention, churn, customer lifetime value, and operational rework.

Actual results depend on the provider’s environment, implementation scope, operating model, and targeted use cases.

Oracle Communications Digital Business Experience is an AI-powered customer experience management platform for communications service providers that connects marketing, sales, product and offer management, order fulfillment, charging, billing, and customer care.

It brings customer and interaction context together with the commercial and operational processes required to sell, fulfill, monetize, and support communications services. Oracle Digital Business Experience is delivered through a preintegrated set of Oracle Communications applications rather than as a single monolithic application.

Autonomous customer experience is an operating model in which AI uses customer and operational context to help determine, recommend, or automate appropriate actions across the customer lifecycle. It can help providers identify needs, recommend responses or offers, personalize engagement, guide employees, and automate defined workflow steps while retaining human involvement where required.

Operational context helps AI recommendations reflect what can be sold, delivered, billed, and supported for a customer. Oracle Digital Business Experience brings customer, product, eligibility, order, billing, service, and interaction information into the workflows used to engage and serve customers, providing a stronger foundation for AI-assisted personalization, recommendations, guidance, and automation.

Oracle Digital Business Experience is designed for communications service providers and the business and technology teams responsible for customer and revenue processes. Relevant stakeholders include marketing, sales, product and offer management, customer service, commercial operations, order management, billing and monetization, digital experience, enterprise architecture, and business support systems (BSS) transformation teams.

No, Oracle Digital Business Experience is a preintegrated solution composed of multiple Oracle Communications applications rather than a single monolithic application. These applications provide capabilities across commercial design, customer relationship management (CRM), sales, order capture, customer care, order orchestration and fulfillment, charging, and billing.

Oracle Digital Business Experience brings together Oracle Communications applications that support customer experience and revenue processes across the service lifecycle.

Core capabilities are provided through applications including:

• Oracle Communications Launch Cloud Service for enterprise product catalog, commercial design, offers, pricing, promotions, eligibility, and product lifecycle management
• Oracle Communications Siebel CRM for customer context, CRM, sales, guided selling, configure, price, quote (CPQ) processes, order capture, account management, customer service, and care
• Oracle Communications Order and Service Management for order orchestration, decomposition, fulfillment coordination, dependency management, and order visibility
• Oracle Communications Billing and Revenue Management for charging, billing, payments, balance management, monetization, and revenue lifecycle processes
• Integration and supporting services that connect participating applications and processes

CPQ is the process of configuring products or services, applying pricing and commercial rules, and creating a customer quote. Required applications, supported versions, and integration components vary by release. The current Oracle Communications Digital Business Experience Compatibility Matrix provides the authoritative deployment requirements.

Oracle Digital Business Experience extends beyond customer engagement by connecting it with the communications-specific operational capabilities required to execute a customer transaction.

A CRM generally focuses on customer information, sales, service, and interactions, while a standalone digital experience platform typically focuses on digital engagement. Communications transactions can also depend on product eligibility, compatibility, configuration, pricing, installed services, fulfillment requirements, charging, and billing.

Oracle Digital Business Experience connects these customer-facing and operational processes so the experience can progress from engagement through fulfillment, monetization, and customer care.

Autonomous customer experience is intended to augment and automate work while retaining human involvement where judgment, approval, exception handling, or complex problem-solving is required. AI can help summarize interactions, classify requests, surface relevant information, recommend actions, provide contextual guidance, and automate defined workflow steps based on the provider’s process, risk, and governance requirements.

Oracle Digital Business Experience provides customer-facing teams with a consolidated operational view that can include account information, interactions, products, installed services, orders, billing, assets, and service history. This helps sales and service teams understand the customer relationship, current transactions, and open issues without reconstructing information from across multiple systems.

Oracle Digital Business Experience helps preserve relevant customer and transaction context as customers move between supported digital, contact center, retail, assisted, partner, and other channels. For example, an agent can use available customer, offer, and transaction information to continue a purchase that began digitally rather than requiring the customer to start again.

Oracle Digital Business Experience connects commercial offer design with the systems required to sell, fulfill, charge, and bill those offers. Oracle Communications Launch Cloud Service centrally manages products, offers, bundles, pricing, promotions, eligibility, and related commercial definitions, helping align what product and marketing teams design with downstream execution.

Oracle Digital Business Experience combines customer context, product information, guided selling, configure, price, quote processes, and order capture to help sellers identify and execute appropriate offers. These processes can account for eligibility, compatibility, current services, devices, bundles, promotions, dependencies, and other communications-specific requirements.

Oracle Digital Business Experience coordinates the fulfillment activities required to turn a captured customer order into a delivered communications service. Order management capabilities can validate and decompose complex orders, manage dependencies, coordinate fulfillment, track progression, and provide status visibility, helping reduce conditions that lead to order fallout and manual rework.

Oracle Digital Business Experience connects customer purchases with the charging and billing processes required to monetize communications services. It can support prices, promotions, subscriptions, bundles, usage-based charges, payments, and balances while helping maintain consistency across commercial design, orders, fulfillment, charging, and billing.

Oracle Digital Business Experience gives customer service teams access to customer and operational context within the workflows used to investigate and resolve issues. Customer 360, guided interactions, case and service request management, trouble tickets, routing, workflow automation, knowledge assistance, and contextual recommendations can help reduce repeated questions, manual searches, handoffs, and time spent reconstructing customer history.

Oracle Digital Business Experience applies AI within customer and operational workflows to help providers personalize engagement, determine next actions, guide employees, and automate defined activities.

AI can use customer, product, order, billing, asset, service, and interaction context to support decision-making. For example, an offer recommendation can consider existing services and commercial rules, while service guidance can incorporate order, billing, interaction, or trouble-ticket information.

Applicable AI-assisted and generative AI capabilities can include:

• Summarization
• Classification
• Sentiment analysis
• Knowledge assistance
• Response and writing assistance
• Next-best-action guidance
• Guided interactions
• Contextual recommendations
• Workflow automation

Specific capabilities depend on the Oracle Communications applications, AI services, supported application programming interfaces (APIs), integrations, and implementation architecture.

Oracle Digital Business Experience can participate in broader communications environments through supported APIs, web services, and enterprise integration mechanisms.

This enables providers to connect Oracle Digital Business Experience capabilities with existing business support systems and other parts of their IT environment. The platform is extensible and supports industry-standard integration approaches, including selected TM Forum Open APIs for common telecommunications business functions.

Specific third-party compatibility depends on the applications, supported interfaces, versions, and implementation architecture involved.

Oracle Communications Digital Business Experience is an AI-powered, cloud native platform that supports flexible deployment options.

The platform can be deployed on-premises or on the cloud infrastructure of choice, depending on the applications, architecture, and deployment requirements. Oracle documentation provides cloud native deployment guidance and identifies recommended cloud native technologies for supported releases.

Oracle Digital Business Experience also supports industry-standard integration approaches. Oracle’s current public product page states that the platform is conformant to the TM Forum Information Framework (SID), certified against TM Forum Open APIs, and aligned with Cloud Native Computing Foundation cloud native design principles.