ST. LOUIS -- Amdocs (NASDAQ: DOX), the leading provider of customer experience systems and services, today announced the release of Amdocs CES 9.1. The company’s latest product suite introduces new social care, small and medium-sized business (SMB), and multi-play capabilities to allow service providers to give customers control of their experiences across any channel, network, service or device.
Spanning business support systems (BSS), operational support systems (OSS) and network control, Amdocs CES 9.1 is an integrated product suite that allows service providers to increase customer satisfaction, personalise every experience based on real-time insight, and capitalise on new opportunities such as the SMB market and new lines of business.
New CES 9.1 highlights include:
Amdocs Social Care: extends customer care to social network channels, enabling service providers to monitor and rapidly respond to customer complaints, improving customer satisfaction and loyalty. The solution links social identity (via opt-in) to customers’ BSS profiles and uses real-time analytics to identify and address the customer interactions that really matter, allowing service providers to rapidly resolve care issues across social networks.
Amdocs SMB: enables service providers to increase SMB sales and market share by enabling business bundles across communications and value added services (VAS) such as VPN, business and cloud applications. CES 9.1 will also increase SMB satisfaction and loyalty with enhanced self-service and bring your own device (BYOD) capabilities. It enables service providers to serve the SMB market cost-effectively with one system supporting both residential and business customer segments and by optimising the complete SMB order-to-cash lifecycle from sales and ordering to activation, self-service, support and billing.
Amdocs Multi-Play: provides a seamless, real-time view of the customer across all lines of business (such as wireless, wireline, broadband, Pay-TV and cloud services) and all devices (including mobile, fixed and wearable) to deliver a personalised customer experience. The holistic view allows service providers to differentiate services beyond price with smart bundling that allows customers to easily create personal bundles. Amdocs Multi-Play’s capabilities enable service providers to support promotions and discounts across all lines of business and manage complex hierarchies for all customer segments, both residential and business.
Leveraging network information to drive customer experience: using capabilities from its existing network analysis assets, Amdocs CES 9.1 will inject real-time insight concerning the customer’s network experience into the customer care agent’s desktop. This unique integration of geo-location network information will allow the agent to make informed decisions concerning the customer’s actual experience, driving increased satisfaction and loyalty.
Recently launched solutions that are also part of CES 9.1 include:
Amdocs Smart Net solution: an intelligent Wi-Fi offload solution, enabling service providers to deliver a seamless and optimal customer experience across networks ‒ based on network quality of service and the customer’s personalised profile and value – maximising revenues and alleviating network congestion.
Amdocs Small Cell solution: automates small cell planning and project management to reduce network design and deployment time and costs; provides end-to-end, catalogue-driven planning, design, and rollout solution for next generation networks.
“As far as the end customer is concerned, communication services today are not about the network technology or even the device, it’s about the experience and the lifestyle they enable,” said Rebecca Prudhomme, vice president of product and solutions marketing at Amdocs. “Customers expect these services to be social, immediate and to reflect their multiple, daily life personas, without any restrictions as to when and how to consume these services. With the introduction of CES 9.1, Amdocs enables service providers to holistically manage the customer experience, meeting their subscribers’ real-time requirements, expectations and needs.”
A CSP's digital transformation involves so much more than technology. Crucial – and often most challenging – is the cultural transformation that goes along with it. As Sigma's Chief Technology Officer, Catherine Michel has extensive experience with technology as she leads the company's entire product portfolio and strategy. But she's also no stranger to merging technology and culture, having taken a company — Tribold — from inception to acquisition (by Sigma in 2013), and she continues to advise service providers on how to drive their own transformations. This impressive female leader and vocal advocate for other women in the industry will join Women in Comms for a live radio show to discuss all things digital transformation, including the cultural transformation that goes along with it.