Company: Oracle
Solution Title: Oracle Unified CRM & BRM Solution
Solution Version: See details below in Solution Description
Assessment Completion Date: December 2011
Detailed Certification Results: Oracle Unified CRM BRM eTOM Certification Report V1.3

Solution Description

Worldwide, communications service providers are trying to hold onto existing customers and attract new ones by providing a more satisfying and personalized customer experience, one that strengthens loyalty while enabling carriers to effectively differentiate in the marketplace. Key to continued success is the ability to clearly understand the customers, their needs, and their behavior. To offer a true personalized experience, communication service providers need to enable their customer to use their channel of choice (including retail and partner settings, on-line self care, or traditional call centers) and to carry-on interactions across multiple channels. Also critical are the carrier’s ability to adjust the interaction with the customer based on the customer’s profile, behavior, and needs by making available within short timeframes new personalized offers, by proactively advise the customers on how to best manage their existing services, by proactively suggest the customer which promotional offers would be best for them, and by offering more efficient and engaging interactions that leverage existing customer data across systems and insights on customer behavior. Finally the communication service providers need to be able to foster the relationship with their customers and acknowledge and reward their loyalty. Carriers need to accomplish all this with lower operating costs.

Oracle offers a fully-integrated, product-based solution that enables delivery of a differentiated customer experience at a lower cost. Oracle Unified CRM and BRM (UCB) solution provides:

• Consistent and Personalized Customer Experience
• Accelerated time to revenue
• Low risk implementation and low OPEX

Oracle Unified CRM and BRM solution consist of Oracle’s Siebel CRM, Oracle Communications Billing and Revenue Management (BRM), and Application Integration Architecture (AIA) for Communications. Optional applications include Oracle Business Intelligence Enterprise Edition (OBIEE) and the Information Framework (SID) certified Oracle Communications Data Model (OCDM), Oracle E-Business Suite, and Oracle Product Hub for Communications.

Summary Results: Business Process Framework (eTOM)