Infosys’ blog on industry solutions, trends, business process transformation and global implementation in Oracle.

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Customer Experience cloud options for Telcos


The Telecom industry is experiencing a major shift from traditional on-premise to cloud based solutions. This shift is more pronounced in the Customer Experience (CX) and Billing areas as these BSS solutions provide the front end customer experience and are typically the first to be targeted for transformation and modernization. The cloud based solutions provide a richer digital customer experience, along with the other SaaS related benefits.

The SFDC ecosystem has established SaaS solutions such as Vlocity and Cloudsense, which offer the complete suite of customer experience capabilities across Sales, Marketing, Customer service, EPC, CPQ and Contract Mgmt. domains. These solutions provide the ability to capture and orchestrate both B2B and B2C Telecom orders on cloud. This maximizes the amount of functionality that can be enabled on the cloud and allows the Telco to retain only the core OSS functions in their on-premise systems.

Oracle has taken a step in the right direction by introducing Telco industry specific capabilities in its CX cloud applications such as Sales cloud and CPQ cloud. Refer to a blog on Oracle CPQ capabilities. In its earlier avatar, the CPQ cloud did not have the key Telco features around subscription based orders, asset visibility and complex product hierarchy management. By introducing these features in the latest release, Oracle has addressed a major white space its BSS cloud solutions for Telcos.

However, there is one more white space around order management and orchestration, which is currently housed in the Oracle Order and Service Management (OSM) in Oracle's communications stack. OSM, while an established and robust solution, presents the typical challenges around high degree of technical expertise needed to configure the orchestration plans and flows, requiring extensive IT involvement and long implementation time. This limitation is significantly mitigated in cloud based solutions, where the configuration is typically much simpler and can be handled by business super users. So essentially, the business gets a higher degree of flexibility and reduced cycle time to enable rapidly changing business requirements such as new product launches.

In the current Oracle stack, Oracle/SI partner, can consider a hybrid approach of moving the order management (OSM) to a private/hosted cloud. However, to provide a holistic solution, Oracle will need to create a fully cloud enabled version of OSM, the likes of which is already available in Cloudsense and Vlocity.

Oracle has to catch up with its key competitors as far as cloud based Telco solutions are concerned. It already has deep industry expertise. It is now a matter of working out its roadmap to enable the most relevant capabilities and plugging major gaps, which would enable Oracle's SI partners to aggressively position its cloud based solutions to support the transformation journey of their Telco clients.


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