Welcome!

Java IoT Authors: Yeshim Deniz, Pat Romanski, Liz McMillan, Elizabeth White, Frank Lupo

News Feed Item

Celcom Transforms Its Customer Experience With Industry Leading Oracle Communications Suite

REDWOOD SHORES, CA -- (Marketwired) -- 03/31/14 -- 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 99 percent of Celcom's daily 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 up to 99 percent of its daily 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. Previously, Celcom's new line activation could take up to two hours, compared to two minutes or less with the new system. 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
SYS-CON Events announced today that CAST Software 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. CAST was founded more than 25 years ago to make the invisible visible. Built around the idea that even the best analytics on the market still leave blind spots for technical teams looking to deliver better software and prevent outages, CAST provides the software intelligence that matter ...
SYS-CON Events announced today that Daiya Industry will exhibit at the Japanese Pavilion 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. Ruby Development Inc. builds new services in short period of time and provides a continuous support of those services based on Ruby on Rails. For more information, please visit https://github.com/RubyDevInc.
As businesses evolve, they need technology that is simple to help them succeed today and flexible enough to help them build for tomorrow. Chrome is fit for the workplace of the future — providing a secure, consistent user experience across a range of devices that can be used anywhere. In her session at 21st Cloud Expo, Vidya Nagarajan, a Senior Product Manager at Google, will take a look at various options as to how ChromeOS can be leveraged to interact with people on the devices, and formats th...
SYS-CON Events announced today that Yuasa System will exhibit at the Japan External Trade Organization (JETRO) Pavilion 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. Yuasa System is introducing a multi-purpose endurance testing system for flexible displays, OLED devices, flexible substrates, flat cables, and films in smartphones, wearables, automobiles, and healthcare.
SYS-CON Events announced today that Taica will exhibit at the Japan External Trade Organization (JETRO) Pavilion 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. Taica manufacturers Alpha-GEL brand silicone components and materials, which maintain outstanding performance over a wide temperature range -40C to +200C. For more information, visit http://www.taica.co.jp/english/.
Enterprises have taken advantage of IoT to achieve important revenue and cost advantages. What is less apparent is how incumbent enterprises operating at scale have, following success with IoT, built analytic, operations management and software development capabilities – ranging from autonomous vehicles to manageable robotics installations. They have embraced these capabilities as if they were Silicon Valley startups. As a result, many firms employ new business models that place enormous impor...
SYS-CON Events announced today that SourceForge has been named “Media Sponsor” of 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. SourceForge is the largest, most trusted destination for Open Source Software development, collaboration, discovery and download on the web serving over 32 million viewers, 150 million downloads and over 460,000 active development projects each and every month.
SYS-CON Events announced today that Dasher Technologies 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. Dasher Technologies, Inc. ® is a premier IT solution provider that delivers expert technical resources along with trusted account executives to architect and deliver complete IT solutions and services to help our clients execute their goals, plans and objectives. Since 1999, we'v...
As popularity of the smart home is growing and continues to go mainstream, technological factors play a greater role. The IoT protocol houses the interoperability battery consumption, security, and configuration of a smart home device, and it can be difficult for companies to choose the right kind for their product. For both DIY and professionally installed smart homes, developers need to consider each of these elements for their product to be successful in the market and current smart homes.
SYS-CON Events announced today that MIRAI Inc. will exhibit at the Japan External Trade Organization (JETRO) Pavilion 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. MIRAI Inc. are IT consultants from the public sector whose mission is to solve social issues by technology and innovation and to create a meaningful future for people.
SYS-CON Events announced today that Massive Networks, that helps your business operate seamlessly with fast, reliable, and secure internet and network solutions, has been named "Exhibitor" of 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. As a premier telecommunications provider, Massive Networks is headquartered out of Louisville, Colorado. With years of experience under their belt, their team of...
SYS-CON Events announced today that TidalScale, a leading provider of systems and services, 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. TidalScale has been involved in shaping the computing landscape. They've designed, developed and deployed some of the most important and successful systems and services in the history of the computing industry - internet, Ethernet, operating s...
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, will discuss how from store operations...
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.
In a recent survey, Sumo Logic surveyed 1,500 customers who employ cloud services such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP). According to the survey, a quarter of the respondents have already deployed Docker containers and nearly as many (23 percent) are employing the AWS Lambda serverless computing framework. It’s clear: serverless is here to stay. The adoption does come with some needed changes, within both application development and operations. Tha...
SYS-CON Events announced today that IBM has been named “Diamond Sponsor” of SYS-CON's 21st Cloud Expo, which will take place on October 31 through November 2nd 2017 at the Santa Clara Convention Center in Santa Clara, California.
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, will lead you through the exciting evolution of the cloud. He'll look at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering ...
Infoblox delivers Actionable Network Intelligence to enterprise, government, and service provider customers around the world. They are the industry leader in DNS, DHCP, and IP address management, the category known as DDI. We empower thousands of organizations to control and secure their networks from the core-enabling them to increase efficiency and visibility, improve customer service, and meet compliance requirements.
Join IBM November 1 at 21st Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA, and learn how IBM Watson can bring cognitive services and AI to intelligent, unmanned systems. Cognitive analysis impacts today’s systems with unparalleled ability that were previously available only to manned, back-end operations. Thanks to cloud processing, IBM Watson can bring cognitive services and AI to intelligent, unmanned systems. Imagine a robot vacuum that becomes your personal assistant tha...
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend 21st Cloud Expo October 31 - November 2, 2017, at the Santa Clara Convention Center, CA, and June 12-14, 2018, at the Javits Center in New York City, NY, and learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.