Partnership to help boost companies engagement
29 January, 2020, 7:29 am
TELECOM Fiji Ltd (Telecom) is partnering with Oracle Communications to modernise its engagement with customers as well as providing a quick delivery of its products and services.
According to a statement from Oracle Telecom was embarking from lead acquisition to revenue realisation.
Telecom chief executive officer Charles Goundar said: “We chose Oracle Communications because of Oracle’s international track record of reliable and innovative technology solutions. Oracle’s entire ecosystem has been built by adopting best practices over time, which gives us standardised processes that work seamlessly with each other.
“With a platform based on best international practices, we will provide our customers with the very best in service delivery.”
Oracle Communications senior vice president and general manager Jason Rutherford said: “As service providers transform their end-to-end processes, they’re seeking more connected customer experiences and ways to engage via new digital channels.
“Innovative service providers like Telecom are reimagining communications by adopting real-time, scalable solutions to bring new services to market and simplify and automate their business,” he added.
According to the statement from Oracle this would mean Telecom would have a full digital customer life cycle processes from registering for services to zero-touch provisioning even to include digitally co-ordinated service deliver.
All of these processes would be undertaken with real-time digital notifications.
It was also mentioned the customers would benefit from convenient bundling options such as combining voice and data, as well as any service issues which would arise.
These would be quickly resolved with tools such as self-care portals, chatbots, and live digital interaction with agents.
This partnership would also result in better visibility and planning across their field workers as it would assist Telecom to reduce costs and improve customer service.
“Telecom will deploy Oracle Communications billing and revenue management, Oracle communications order and service management, Oracle communications network charging and control, Oracle field service cloud, Oracle live experience cloud, and Oracle marketing cloud as part of the Oracle digital experience for communications suite, to enable a transformative digital customer experience coupled with communications-grade modern monetisation and service fulfilment,” stated Oracle.
“Digital experience for communications has been proven to scale in real time across even the most challenging industries and business models.”