Welcome!

Java IoT Authors: Stackify Blog, APM Blog, Liz McMillan, Elizabeth White, Yeshim Deniz

News Feed Item

Celcom Transforms Its Customer Experience With Oracle Communications

BOSTON, MA -- (Marketwired) -- 03/26/14 -- ORACLE INDUSTRY CONNECT -- Oracle (NYSE: ORCL)

News Summary
Celcom Axiata Berhad is transforming IT to enhance its customer experience with Oracle Communications solutions and Oracle Communications Consulting.

News Facts

  • Celcom Axiata Berhad, one of Malaysia's leading mobile communications service providers (CSPs), has embarked on an IT transformation project to enhance customer experience through an integrated customer relationship management (CRM) platform, enabled by Oracle Communications Cross Channel Customer Experience Solutions, Oracle Communications Rapid Offer Design and Order Delivery Solution, and Oracle Communications Consulting.
  • The transformation project spans call center, customer database, online portals and dealer management solutions -- consolidating customer information in a single view to enable Celcom to improve and accelerate customer service across online, call center and retail channels. Celcom completed the implementation in just 18 months for more than 10 million customers, working with Oracle and Accenture.
  • Celcom shared best practices and lessons learned from this transformation project during Oracle Industry Connect this week in Boston. The event features many of the world's premier communications companies, and will highlight best practices to help drive next-generation industry innovation.
  • Oracle Communications Consulting experts played a crucial role in helping Celcom meet its customer satisfaction goals by providing strong program governance, advising on best practice approaches and working with Celcom to improve deployment speed, enhance its customer experience and reduce operational costs.
  • Celcom undertook its business transformation initiative in the second half of 2012 and its efforts began to bear fruit in less than a year.
  • With improved system flow-through capabilities from retail sales to network provisioning, up to 95 percent of Celcom's prepaid customers can activate services in less than two minutes, while the company's Xpax brand customers -- which represent 50 percent of Celcom's prepaid customer base -- can activate services in less than 15 seconds. Customers can also easily reload their prepaid cards online in just three clicks. The new platform also allows Celcom to complete 90 percent of its mobile Internet activation in less than 60 seconds.
  • The new Oracle platform also enables Celcom to run its call center operations more efficiently, with customer information provided on a single screen, instead of the two to five previously required. In addition, the Oracle solution helps increase customer service efficiency at Celcom's Blue Cube retail outlets, where representatives can complete service requests in an average of four minutes. It also enables live chat capability for real-time customer engagement and faster registration process with the new "snap and sign" feature. Further, Celcom has decreased new phone activation time from two hours to two minutes. With improved data visibility, Celcom can pay its dealers earlier and more often to help motivate them to achieve their sales targets.
  • Finally, the solution has helped Celcom go to market more quickly, accelerating new product launches by 25 days, on average.
  • Celcom was recently voted the 2014 Frost & Sullivan Malaysia Best Customer Experience in Telecommunications with the highest Customer Experience Index. The win is a testament to Celcom's commitment to satisfy customer needs and recognition of Oracle's solution effectiveness.

Supporting Quotes

  • "Meeting customer demands and exceeding their expectations will inevitably improve customer satisfaction and enable us to stay ahead of the competition. We are pleased that Oracle's advanced solutions will help us to implement a business transformation strategy to help ensure our technology, processes and people are on track to deliver the best results to our customers," said Suresh Sidhu, chief corporate and operations officer, Celcom Axiata Berhad.
  • "Oracle is pleased to support Celcom's business transformation success by helping to enhance its multi-channel customer experience and improve service efficiency with an integrated CRM platform. We look forward to discussing Celcom's innovation strategies during Oracle Industry Connect," said Bhaskar Gorti, senior vice president and general manager, Oracle Communications.

Supporting Resources

About Oracle Communications
Oracle Communications solutions span the communications industry landscape -- from cross-channel customer experience and business and operational support systems, to network service and session delivery and control solutions -- enabling service providers and enterprises to deliver and monetize innovative digital lifestyle services, build strong customer relationships, and streamline operations. For more information, visit http://www.oracle.com/communications.

About Oracle
Oracle engineers hardware and software to work together in the cloud and in your data center. For more information about Oracle (NYSE: ORCL), visit www.oracle.com.

Trademark
Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Contacts
Katie Barron
Oracle
+1.202.904.1138
Email Contact

Johanna King
O'Keeffe & Company
+1.703.883.9000 ext. 140
Email Contact

More Stories By Marketwired .

Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

@ThingsExpo Stories
"Cloud Academy is an enterprise training platform for the cloud, specifically public clouds. We offer guided learning experiences on AWS, Azure, Google Cloud and all the surrounding methodologies and technologies that you need to know and your teams need to know in order to leverage the full benefits of the cloud," explained Alex Brower, VP of Marketing at Cloud Academy, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clar...
In his session at 21st Cloud Expo, Carl J. Levine, Senior Technical Evangelist for NS1, will objectively discuss how DNS is used to solve Digital Transformation challenges in large SaaS applications, CDNs, AdTech platforms, and other demanding use cases. Carl J. Levine is the Senior Technical Evangelist for NS1. A veteran of the Internet Infrastructure space, he has over a decade of experience with startups, networking protocols and Internet infrastructure, combined with the unique ability to it...
"IBM is really all in on blockchain. We take a look at sort of the history of blockchain ledger technologies. It started out with bitcoin, Ethereum, and IBM evaluated these particular blockchain technologies and found they were anonymous and permissionless and that many companies were looking for permissioned blockchain," stated René Bostic, Technical VP of the IBM Cloud Unit in North America, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Conventi...
Gemini is Yahoo’s native and search advertising platform. To ensure the quality of a complex distributed system that spans multiple products and components and across various desktop websites and mobile app and web experiences – both Yahoo owned and operated and third-party syndication (supply), with complex interaction with more than a billion users and numerous advertisers globally (demand) – it becomes imperative to automate a set of end-to-end tests 24x7 to detect bugs and regression. In th...
Widespread fragmentation is stalling the growth of the IIoT and making it difficult for partners to work together. The number of software platforms, apps, hardware and connectivity standards is creating paralysis among businesses that are afraid of being locked into a solution. EdgeX Foundry is unifying the community around a common IoT edge framework and an ecosystem of interoperable components.
"MobiDev is a software development company and we do complex, custom software development for everybody from entrepreneurs to large enterprises," explained Alan Winters, U.S. Head of Business Development at MobiDev, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Large industrial manufacturing organizations are adopting the agile principles of cloud software companies. The industrial manufacturing development process has not scaled over time. Now that design CAD teams are geographically distributed, centralizing their work is key. With large multi-gigabyte projects, outdated tools have stifled industrial team agility, time-to-market milestones, and impacted P&L stakeholders.
"Space Monkey by Vivent Smart Home is a product that is a distributed cloud-based edge storage network. Vivent Smart Home, our parent company, is a smart home provider that places a lot of hard drives across homes in North America," explained JT Olds, Director of Engineering, and Brandon Crowfeather, Product Manager, at Vivint Smart Home, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
"Akvelon is a software development company and we also provide consultancy services to folks who are looking to scale or accelerate their engineering roadmaps," explained Jeremiah Mothersell, Marketing Manager at Akvelon, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Coca-Cola’s Google powered digital signage system lays the groundwork for a more valuable connection between Coke and its customers. Digital signs pair software with high-resolution displays so that a message can be changed instantly based on what the operator wants to communicate or sell. In their Day 3 Keynote at 21st Cloud Expo, Greg Chambers, Global Group Director, Digital Innovation, Coca-Cola, and Vidya Nagarajan, a Senior Product Manager at Google, discussed how from store operations and ...
"There's plenty of bandwidth out there but it's never in the right place. So what Cedexis does is uses data to work out the best pathways to get data from the origin to the person who wants to get it," explained Simon Jones, Evangelist and Head of Marketing at Cedexis, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that CrowdReviews.com has been named “Media Sponsor” of SYS-CON's 22nd International Cloud Expo, which will take place on June 5–7, 2018, at the Javits Center in New York City, NY. CrowdReviews.com is a transparent online platform for determining which products and services are the best based on the opinion of the crowd. The crowd consists of Internet users that have experienced products and services first-hand and have an interest in letting other potential buye...
SYS-CON Events announced today that Telecom Reseller has been named “Media Sponsor” of SYS-CON's 22nd International Cloud Expo, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.
It is of utmost importance for the future success of WebRTC to ensure that interoperability is operational between web browsers and any WebRTC-compliant client. To be guaranteed as operational and effective, interoperability must be tested extensively by establishing WebRTC data and media connections between different web browsers running on different devices and operating systems. In his session at WebRTC Summit at @ThingsExpo, Dr. Alex Gouaillard, CEO and Founder of CoSMo Software, presented ...
WebRTC is great technology to build your own communication tools. It will be even more exciting experience it with advanced devices, such as a 360 Camera, 360 microphone, and a depth sensor camera. In his session at @ThingsExpo, Masashi Ganeko, a manager at INFOCOM Corporation, introduced two experimental projects from his team and what they learned from them. "Shotoku Tamago" uses the robot audition software HARK to track speakers in 360 video of a remote party. "Virtual Teleport" uses a multip...
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, whic...
SYS-CON Events announced today that Evatronix will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Evatronix SA offers comprehensive solutions in the design and implementation of electronic systems, in CAD / CAM deployment, and also is a designer and manufacturer of advanced 3D scanners for professional applications.
Leading companies, from the Global Fortune 500 to the smallest companies, are adopting hybrid cloud as the path to business advantage. Hybrid cloud depends on cloud services and on-premises infrastructure working in unison. Successful implementations require new levels of data mobility, enabled by an automated and seamless flow across on-premises and cloud resources. In his general session at 21st Cloud Expo, Greg Tevis, an IBM Storage Software Technical Strategist and Customer Solution Architec...
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. In his session at @BigDataExpo, Jack Norris, Senior Vice President, Data and Applications at MapR Technologies, reviewed best practices to ...
An increasing number of companies are creating products that combine data with analytical capabilities. Running interactive queries on Big Data requires complex architectures to store and query data effectively, typically involving data streams, an choosing efficient file format/database and multiple independent systems that are tied together through custom-engineered pipelines. In his session at @BigDataExpo at @ThingsExpo, Tomer Levi, a senior software engineer at Intel’s Advanced Analytics gr...