Oracle has unveiled its latest offering, the Oracle Intelligent Communications Orchestration Network Cloud Service. This innovative platform aims to significantly streamline the configuration and operations of enterprise networks by consolidating disparate communication environments. It achieves this by centralizing and orchestrating network traffic and policy management across various technologies, including voice, collaboration, and artificial intelligence, whether they are deployed in on-premises, cloud, or hybrid settings. This advancement allows businesses and managed service providers to reduce the complexity and costs involved in managing essential operations that require uninterrupted connectivity.
For instance, the solution enhances call center functionalities, particularly in environments utilizing multiple vendor systems with live AI services, such as voice-driven documentation and recommendations for the next best actions. “Managing global communication infrastructures across various vendor solutions can be extremely challenging and expensive for enterprises, especially with the growing demands to incorporate new AI tools and cloud services,” stated Irwin Lazar, president and principal analyst at Metrigy Research. “The orchestration of intelligent communications holds considerable promise for simplifying communication landscapes, accelerating application deployment, and maintaining uniform security, all while providing a common platform for gathering data essential for business intelligence and AI data models. To facilitate rapid deployment of new features while reducing operational costs and ensuring security, agile and comprehensive platforms are essential.”
Emerging Voice AI Technologies
As organizations transition their voice infrastructure and applications to the cloud, introduce AI-driven services, and enhance engagement strategies, they encounter challenges such as restrictive calling plans, fragmented communication tools, vendor lock-in, and security issues. These obstacles lead to increased operational costs and complexity while stifling innovation. Concurrently, managed service providers are compelled to offer modern, enterprise-centric communication solutions to distinguish themselves as valuable innovation partners in a competitive market landscape. The Oracle Intelligent Communications Orchestration Network Cloud Service directly addresses these hurdles with a flexible, pre-integrated, and vendor-neutral solution built on the robust security, performance, and scalability of Oracle Cloud Infrastructure (OCI).
With this service, users can: Simplify operations by seamlessly connecting and managing voice services, including Unified Communications as a Service (UCaaS), Contact Centers as a Service (CCaaS), third-party voice services, AI functionalities, and on-premises voice solutions. This allows enterprises to concentrate on innovation rather than the complexities of network implementation and management. Integrate Voice AI services by utilizing top-tier AI solutions while gaining real-time insights into network or service functionality to prevent incidents or downtime. For example, an enterprise can quickly trial, test, and incorporate AI services that best align with its operational requirements. Streamline call flows by centrally managing and securely enforcing security measures and routing across all communication services according to employee and customer needs. Users can also enhance controls for voice systems to minimize errors, delays, or lost call interactions. Tailor customer experiences by developing and personalizing communication strategies, whether in the cloud with UCaaS or CCaaS or on-premises, ensuring a consistent experience for both customers and the enterprise. This customization is vendor-agnostic, allowing for rapid evolution of customer and employee experiences with minimal disruption. Centralize intelligence and management by implementing a singular orchestration layer for dial plan logic, routing, policy control, and analytics, which simplifies global deployments while improving continuity across diverse regions.
“Organizations are navigating a new era of complexities as cloud technologies continue to proliferate, further complicated by the impending wave of AI advancements,” remarked Andrew Morawski, executive vice president and general manager of Oracle Regulated Industries. “With Oracle’s latest communications orchestration solution, businesses can integrate AI into their unified communications seamlessly, enabling them to adapt quickly to evolving business needs.”
For more insights on the Oracle Communications Orchestration Network Cloud Service, join us at Oracle AI World. Be sure to register for our upcoming webinar and stay updated by following Oracle Communications on their official website or LinkedIn.
