First Oracle Unity POC in the Americas – Customer 360, Churn & Next Best Offer

Institutions Involved: Costa Rican Electricity Institute (State Owned Telecommunications Operator of Costa Rica), SOIN Soluciones Integrales S.A. (technical and conceptual leadership), and Oracle (product, architecture, and advisory support)

Provider: SOIN Soluciones Integrales S.A / Oracle

Project Year: 2025

The Challenge:

The client needed to enable a modern Customer Intelligence & Real-Time Personalization platform capable of: Unifying dispersed data from different systems (CRM, BSS, digital channels). Obtaining a reliable and actionable 360-degree Customer View. Predicting churn and critical customer behaviors. Generating Next Best Offer (NBO) and Next Best Action (NBA) in real time. Integrating with commercial channels, WhatsApp, and collections areas. There was no prior architecture on the client side that allowed data unification, analytics, segmentation, and activation in a single platform. The POC needed to demonstrate that Oracle Unity could operate with real data, integrate with the client’s architectural stack, and deliver tangible value within weeks.

Our solution:

SOIN led the first pilot implementation of Oracle Unity in the Americas: • Real customer data was loaded and modeled (postpaid, prepaid, behavior, payments, complaints, usage). • The first unified Customer 360 View was built on Unity. Models were implemented for: • Churn Prediction • Propensity to Buy • Dynamic Segmentation Key use cases were designed and executed: • Early detection of customers at risk (churn alert) • Personalized offers for retention • NBO for customers with delinquency history • Cross-sell of value-added services • Activation flows to digital channels were enabled (WhatsApp, IVR, campaigns). • The POC was executed in a real, functional environment in coordination with ICE + Oracle + SOIN

Results:

• First Oracle Unity POC executed across the entire Americas. • Successful validation of a real ICE Customer 360 View on Oracle technology. • Early identification of churn patterns using real data. • Automatic generation of Next Best Offers for retention and cross-sell. Demonstrated immediate impact on critical areas: • Collections • Retention • Upsell and loyalty • Confirmation that Unity can natively integrate with ICE’s technology stack and SOIN architectures. • Enablement of a roadmap for future advanced analytics, AI, and real-time personalization projects.

Technologies used:

• Oracle Unity Cloud Service • Oracle Unity Behavioral • Oracle Cloud Infrastructure (OCI) • REST APIs for integration with BSS, CRM, and digital channels • ICE/SOIN integrations with BSS, BRM, CRM, payments, top-ups, usage and client legacy systems, Websites, Mobile Applications (Mi Kölbi) and Service Desk (Incident Management).