Andrew Morawski, Executive Vice President and General Manager, Oracle Communications
The communications industry has seen immense and rapid change in recent years. Not only are communications service providers working to monetize their investments in 5G with standalone core network deployments and associated services, but they’re also navigating challenges outside of their own industry. Many have been forced to adapt and overcome larger global, environmental, and economic pressures, impacting everything from supply chain and data storage to human capital management, to the way financial reporting and projections are managed.
To not only navigate, but truly thrive against a backdrop of these industry challenges and opportunities, service providers need to choose the right technology partner. With an industry-wide shift to the cloud, automation, and digital transformation initiatives focused on delivering superior customer experience, finding the right partner for these cloud-based solutions will determine who leads the market. We’re on the precipice of a new era for the communications industry and the strategic initiatives in place today will determine the winners of tomorrow.
Why Oracle for Telcos
With 40+ years of communications industry heritage, global leadership in enterprise applications with multi-industry vertical expertise, and global hyperscale cloud capabilities, only Oracle offers a fully comprehensive portfolio of distributed cloud infrastructure, cloud-based industry solutions and applications that can meet the new standards and service opportunities that 5G and Industry 4.0 are presenting. Around the globe, Oracle is helping the top telcos drive better business results, and it is because they trust our best-of-breed solutions and services to deliver on that promise.
Only with Oracle can telcos:
We support leading carriers and innovators from DISH, Verizon, Vodafone, AT&T, Telefónica, Bharti Airtel, and more. And while our solutions can help telcos drive better results regardless of their size, scale, and level of complexity we’re also helping them resolve challenges and achieve success across their customer, service, and network experiences.
Leading telcos turn to Oracle: Vodafone and Telefonica Tech
To support their 5G network strategy, Vodafone UK turned to our cloud native network policy management solution as part of their 5G core. With the advent of commercial 5G and IoT, Vodafone needed to make more intelligent policy decisions and quickly test and deploy new services. With Oracle, Vodafone can get their 5G offerings into the hands of their customers faster, enabling them to take advantage of the low-latency, high speeds, and unique use cases promised by the next mobile generation.
While meeting new consumer demands with Oracle’s policy solutions, Vodafone similarly sought out Oracle Cloud Infrastructure (OCI) to move into diversified communications and support new Industry 4.0 and enterprise opportunities.
Serving customers in a variety of industries spanning more than 180 countries, Vodafone needed to ensure their core IT applications, including business and operations systems, could support the fast-moving needs of internal stakeholders and end customers. Since the front- and back-end services are interconnected, and present low latency and high security requirements, moving to a public cloud presented new challenges for Vodafone. That’s why they selected Oracle Cloud@Customer, which brings all the capabilities and benefits of OCI’s public offering inside Vodafone’s own data centers. With the flexibility of OCI, Vodafone is able to offer better digital experiences and to build new cloud-based applications faster and launch them in multiple markets at the same time.
Similarly, Telefónica Tech partnered with Oracle to offer OCI services as part of their managed cloud services portfolio, to support their increasing demand for cloud services in Spain. In fact, Telefónica is the host partner for the Oracle Cloud Madrid Region, providing Spanish businesses and public sector customers with cloud services that offer low latency, high performance, and the highest security standards. Oracle’s hybrid and multi-cloud strategy aligns closely with Telefonica’s goal of ensuring that all customer data is hosted regionally or in-country where possible, and customers have a cloud solution that meets their data sovereignty needs.
From 5G core to Field Service: DISH
Just like Vodafone, DISH is using a variety of Oracle solutions to generate better business results for their new 5G service offerings. DISH initially turned to Oracle seeking a technology partner for their greenfield 5G network buildout. They needed cloud native network functions that could be rapidly scaled and adapted as demanded by emerging 5G cases. Specifically, DISH wanted to be able to offer tailored enterprise networks, each with a customized customer experience, that took advantage of network and subscriber-level service data. Using Oracle Service-Based Architecture and 5G cloud native technology to automate its network, DISH is now capable of supporting enterprise digital transformation journeys across an array of industries.
However, Oracle is also supporting the customer service side of DISH’s business, equipping their field service technicians with improved appointment scheduling with Oracle Field Service, a suite of applications within Oracle Advertising and Customer Experience (CX). In fact, it’s used to manage the company’s entire field workforce—employees and contractors alike.
With Oracle Field Service, DISH increased on-time appointment arrival to 83% and reduced “Where’s my tech?” calls to the contact center by 40%. In addition, DISH’s Net Promoter Score reached 95% and helped DISH earn awards such as the top J.D. Power score for in-home service technician satisfaction three times, and overall customer satisfaction.
Oracle Field Service also made field operations more efficient and cost-effective. Technician productivity increased by 15%, with overtime dropping by 55%. Additionally, DISH streamlined planning and dispatching staff by 93% and reduced fleet miles by 10%.
Deliver better customer experiences and operate with excellence across planning, people, and IT: AT&T
Not all cloud applications are built the same, and when AT&T wanted to move to the cloud, they needed an applications partner they could trust to drive results:
Telcos trust our award-winning Oracle Fusion Cloud Applications to optimize their businesses, make faster and better decisions, and outpace change. In fact, this year Gartner® positioned Oracle as a Leader in Cloud Human Capital Management (HCM) for seventh year in a row, a Leader in the 2022 Magic Quadrant™ for Cloud Enterprise Resource Planning (ERP) for Service-Centric Enterprises, and a Leader in Sales Force Automation for the sixth consecutive year.
Take for example MTN Group, the Johannesburg-based telco that offers cellular, internet, and mobile money-transfer services to 300 million subscribers in 23 African and Middle Eastern countries. MTN needed to simplify its application portfolio and standardize its processes in order to be able to move faster, increase accuracy, and ultimately boost workforce effectiveness.
That’s why they turned to Oracle Cloud Enterprise Performance Management (EPM). Not only was the telco able to improve the accuracy and speed of its budgeting, financial reporting, and tax compliance, they estimate they were able to cut their budget preparation time in half!
Financial modelling and planning streamlined, MTN recognized that Oracle could also help address challenges in supply change management. To efficiently source products and services from more than 15,000 vendors around the world, MTN wanted a solution that could automate and digitize its supply chain processes on a single platform. The company needed to move fast, so it accelerated deployment of key Oracle Cloud Supply Chain Management (SCM) applications. As a result, it shaved 33 days off sourcing cycles and gained comprehensive visibility across its global supplier base. The company also simplified supplier onboarding, easily adding 1,200 new suppliers and improving the overall resilience of its supply chain.
Similarly, major Dutch telecoms provider KPN is using Oracle Cloud Applications to digitally transform their business and reduce their carbon footprint in the process. Our integrated cloud platform helped KPN to optimize financial planning and forecasting, modernize its HR processes, and consolidate and streamline procurement and supply chain management. The rollout is also helping KPN meet its goal of significantly reducing operational costs and energy consumption across its business.
However, one of the most impactful digital transformation initiatives driving success in the telco industry is creating better customer experiences. Take for example Swisscom, who found themselves ill-equipped to generate new opportunities and sales with their lead generation and marketing campaign management processes. To simplify campaign management and deliver a better customer experience, Swisscom turned to Oracle Digital Experience for Communications. As a result, Swisscom doubled opt-in clicks from 40% to 80%, thereby capturing significantly more quality leads that could be converted into sales.