& cplSiteName &

Amdocs Highlights Gaps in Order-to-Activation Process

Light Reading
News Wire Feed
Light Reading
6/12/2014
50%
50%

ST. LOUIS -- Amdocs, the leading provider of customer experience systems and services, today announced the findings of a global survey which highlights the unchartered potential of adopting business intelligence (BI) and analytics tools within one of the most critical business processes, the order-to-activation (O2A) process. The independent research, conducted by Ovum on behalf of Amdocs, found a wide gap between what service providers believe they can achieve by utilizing data collected during the O2A process, and the actual capabilities they have in place to leverage this data for predicting and proactively preventing ordering issues in order to ensure a flawless customer experience.

Key findings:

  • There’s wide consensus that data collected during the O2A process can be leveraged to improve service provider business outcomes in the following areas: customer care (82 percent), revenue leakage prevention (82 percent) and proactive order fallout prevention (76 percent).
  • While 72 percent of service providers believe an ability to predict order fallout within the O2A process is key for business outcomes such as revenue leakage prevention and a positive customer experience, 57 percent do not apply BI and analytics tools for this purpose.
  • Surprisingly, 52 percent of service providers do not analyze or actively measure key performance indicators (KPIs) associated with the O2A process (e.g. number of complaint calls related to orders, activation lead time) in real time or near real-time. Without this ability, they cannot track and predict trends in behavior that will impact the O2A process. More so, only 13 percent of respondents use automation across 80-100 percent of the process, with the majority relying heavily on manual handling of order issues.
  • There’s a growing complexity within service provider ecosystems related to the number of departments and channels involved in the O2A process, further driving the need for dedicated BI/analytics tools that can simplify data analysis. Fifty-four percent of service providers acknowledged that they generate between three to five daily reports tracking data collected during the O2A process, with 40 percent having more than five different internal teams (e.g. sales, validation, project managers, care, marketing, customer care) and 36 percent having more than five indirect channels involved.

    Amdocs Ltd. (NYSE: DOX)

    (0)  | 
    Comment  | 
    Print  | 
  • Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
    Featured Video
    From The Founder
    John Chambers is still as passionate about business and innovation as he ever was at Cisco, finds Steve Saunders.
    Flash Poll
    Upcoming Live Events
    June 26, 2018, Nice, France
    September 12, 2018, Los Angeles, CA
    September 24-26, 2018, Westin Westminster, Denver
    October 9, 2018, The Westin Times Square, New York
    October 23, 2018, Georgia World Congress Centre, Atlanta, GA
    November 7-8, 2018, London, United Kingdom
    November 8, 2018, The Montcalm by Marble Arch, London
    November 15, 2018, The Westin Times Square, New York
    December 4-6, 2018, Lisbon, Portugal
    All Upcoming Live Events
    Hot Topics
    Comcast's Bid for Content, Growth & Whatever Comes Next
    Phil Harvey, US News Editor, 6/13/2018
    Ciena CTO Says No to Skynet, Advocates Adaptive Networks
    Kelsey Kusterer Ziser, Editor, 6/14/2018
    Source Packet Routing Gets Real in 2018
    Sterling Perrin, Principal Analyst, Heavy Reading, 6/15/2018
    The Telco Debt Binge May End Badly
    Scott Raynovich, Founder and Principal Analyst, Futuriom, 6/15/2018
    Animals with Phones
    Backing Up Your Work Is Crucial Click Here
    Live Digital Audio

    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.

    Like Us on Facebook
    Twitter Feed