Oracle launches Intelligent Communications Orchestration Network Cloud Service
Oracle introduced the Oracle Intelligent Communications Orchestration Network Cloud Service to unify fragmented enterprise communications. It centralizes traffic and policy across voice, collaboration, and AI-whether on-premises, in the cloud, or hybrid. The goal: cut operational complexity and cost while making always-on services easier to deploy. Think call centers running multiple vendors with real-time AI for documentation and next-best-action.
"It can be incredibly complex and costly for enterprises to manage global communications infrastructure across multiple vendors' solutions, especially with increasing pressures to integrate new AI tools and cloud-based services into operations," said Irwin Lazar, president and principal analyst for Metrigy Research. "Intelligent communications orchestration offers significant potential to streamline communications environments, speed application deployment, and ensure consistent security while providing a common layer to obtain data for business intelligence and AI data models. Agile, holistic platforms are required to help enable the rapid deployment of new capabilities while minimizing operational costs and ensuring security."
Why it matters for enterprises and MSPs
Many teams face restrictive calling plans, disjointed tools, vendor lock-in, and security gaps. That drives overhead and slows progress. Managed service providers also need modern, enterprise-focused offerings to stand out in a crowded market.
What the service does
Built on Oracle Cloud Infrastructure, the service is pre-integrated and technology-agnostic. It provides a single layer to configure, orchestrate, and enforce policy-while exposing the data needed for analytics, BI, and AI models.
- Simplify operations: Connect and manage UCaaS, CCaaS, third-party voice, AI services, and on-prem voice in one place-freeing teams to focus on innovation instead of plumbing.
- Integrate Voice AI: Trial, test, and plug in best-in-breed AI services; gain real-time insights into network or service behavior to avoid incidents and downtime.
- Streamline call flows: Centrally enforce security and routing across all communication services; reduce mistakes, delays, and lost interactions.
- Customize customer experiences: Build consistent experiences across cloud or on-prem setups-regardless of provider or vendor-so teams can evolve without heavy disruption.
- Centralize intelligence and management: Use one orchestration layer for dial plans, routing, policy control, and analytics to simplify global rollouts and continuity with regional diversity.
Practical impacts by role
- Business and CX leaders: Lower telecom spend and deployment time while improving consistency across channels. Add AI features without ripping out existing systems.
- IT and network operations: Consolidate dial plans, routing, and security into a single control plane. Standardize governance and observability with fewer brittle integrations.
- Developers: Run controlled trials of voice AI, swap services, and automate workflows with minimal changes to underlying telephony.
Call center example
Contact centers often run mixed UCaaS/CCaaS stacks with AI for transcription, documentation, and agent guidance. Central orchestration lets teams enforce security and routing consistently, cut errors, and reduce downtime. It also enables targeted experiments-trial an AI service for one queue, region, or campaign before rolling it out.
"Enterprises are facing a new generation of complexities as cloud technologies become more expansive and pervasive, further amplified by the oncoming wave of AI innovation," said Andrew Morawski, executive vice president and general manager, Oracle Regulated Industries. "With Oracle's new communications orchestration solution, organizations can seamlessly integrate AI into their unified communications, helping them to rapidly evolve to meet new business requirements."
Next steps
- Map your UCaaS, CCaaS, SIP trunks, and on-prem PBXs.
- Define the dial plan, routing rules, and security policies to centralize.
- Select a high-impact pilot (e.g., contact center) and set clear success metrics.
- Trial multiple voice AI services against real traffic; compare quality, latency, and cost.
- Establish monitoring and analytics baselines to track incident reduction and CX gains.
For product details and updates, visit Oracle Communications. If your teams need to upskill on AI for voice, contact center, or automation, explore practical training and certifications at Complete AI Training.
About Oracle Communications
Oracle Communications delivers integrated communications and cloud solutions for service providers and enterprises-supporting network evolution, digital business, and customer experience. Learn more at oracle.com/communications.
About Oracle
Oracle offers integrated application suites plus secure, autonomous infrastructure in Oracle Cloud. For more information about Oracle (NYSE: ORCL), visit Oracle.com.
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