Digital Transformation World 2024 brought a record number of delegates and telecommunications professionals together in Copenhagen for three days of discussion, debate, and learning, all to drive the industry forward in the era of digital transformation and AI. Aria’s presence this year was even more expansive and fulsome than in previous years, with a large booth for more demonstrations, partner social events, participation in another TM Forum Catalyst program, a now revered whiskey tasting event, and customer-led speaking events. Here’s the recap:
Premier partner demonstrations galore
Aria’s DTW presence featured demonstrations of its cloud billing platform and solutions developed alongside existing and new partners. The company once again joined forces with Salesforce to demonstrate how the integration of Aria Billing Cloud with Salesforce Industries helps customer service agents that are using Salesforce Customer 360 to seamlessly leverage billing information via the Salesforce GUI or its Einstein AI copilot. This enables them to quickly and accurately respond to inquiries, upsell new services, and automate the billing of new orders.
Elsewhere, and on the heels of the recently announced partnership, Aria demonstrated a joint ServiceNow solution by integrating ServiceNow’s latest Sales and Order Management and Customer Service Management products with Aria Billing Cloud via a new integration suite. The integration suite, Aria Billing Studio for ServiceNow, is available to all ServiceNow users from the ServiceNow Store. The suite enables the delivery of a comprehensive order-to-cash-to-care solution called Now Revenue Management for companies across a wide variety of industries, enabling access to critical billing controls that can be used to address customer care issues and resolve billing disputes quickly, while also automating the billing of simple to complex CPQ-based offers.
Unveiling the new Aria AI copilot – Aria Billie™
On the AI front, Aria Billie, an AI-based copilot and self-care solution, took center stage. The company demonstrated how its open prompt and multi-AI model framework, developed using AWS technologies, can serve a far greater and superior set of questions from users and end-customers alike, while delivering more accurate, trusted and productivity-enhancing responses. Attendees tested the prowess of Billie by asking open-ended questions and experiencing how Billie can deliver responses to complex queries.
The Aria team also showcased how Billie uses sentiment analysis to help CSRs proactively engage sensitive customers more likely to make resource-draining inquiries into the call center through a self-care version of Aria Billie. From product managers to sales representatives to customer service agents, the Aria Billie demo illustrated the value of billing data in any AI-powered customer experience solution. The interest and enthusiasm for Aria Billie’s approach highlighted how the latest developments in AI technologies are alleviating many of the challenges seen by enterprises in using GenAI for business productivity.
AI Moonshot catalyst winner – another catalyst win
Working in partnership with Vodafone, Telecom Argentina, Converge ICT, Salesforce, Calvi, AWS, and Nespon, Aria was once again part of a winning catalyst. The catalyst, called AI-Driven EBITDA Mastery, successfully demonstrated how a composable AI architecture that accesses different AI models can increase proactive customer engagement to reduce assisted support, increase agent productivity when responding to customer and field inquiries, and drive smart selling. The result is a 30-54% increase in EBITDA through the reduction of operational expenditure and upselling of new services across a broad set of customer-centric use cases. The project, which was awarded “Best Moonshot Catalyst – AI Challenge” for its design, demonstrated the potential to help CSPs streamline operations, enhance customer engagement, and drive huge productivity gains in complex billing industries where 40-60% of customer inquiries relate to the monthly bill.
Powering Guyanese CSP digital transformation
When Guyanese telecommunications provider, ENet, sought to become the first CSP in the country to offer 5G services to customers, the company turned to Aria and its Salesforce-integrated solution to accelerate the introduction of these new services and gain access to enhanced billing and customer care capabilities. At DTW, ENet CEO, Vishok Persaud, joined Aria’s CIO and Co-founder, Brendan O’Brien, to discuss its business growth strategy, the company’s experience transitioning to 5G, and the rationale for turning to cloud solutions to power its digital transformation efforts. Vishok and Brendan also discussed how ENet expects to deploy AI to elevate experiences as its customers begin to adopt a range of new 5G-powered services.
