Its first retail solution designed to meet service providers' specific retail needs

September 23, 2009

3 Min Read

ST. LOUIS -- Amdocs (NYSE: DOX - News), the leading provider of customer experience systems, today announced the launch of the first retail solution designed to meet service providers' specific retail needs, and to address the increasing importance of the retail channel in selling smart devices and complex bundled offerings. Available today, the Amdocs Retail Experience Solution builds upon Amdocs' expertise in managing customer interactions across multiple channels, including contact centers and Web self-service.

According to industry statistics, one out of four consumers who walk into a service provider retail store intending to make a purchase, leaves without doing so, which represents approximately 2.5 billion USDs in lost annual revenue for device sales in the U.S. alone. The primary reason for this phenomenon is the poor experience that customers often receive, and can be attributed to the complexity of systems and processes with which store representatives have to cope.

Amdocs Retail Experience Solution is a pre-packaged set of products and services which manage customer interactions in service providers' retail stores. Part of the Amdocs CES portfolio, the solution integrates with both Amdocs and third-party systems involved in store interactions, including CRM (customer relationship management), ordering, billing, service activation, point of sale and ERP (enterprise resource planning). A key part of this solution is a new product, Amdocs Retail Interaction Manager, which helps store representatives to handle sales and service interactions more efficiently and effectively via an intuitive, mobile and process-driven user interface.

The Amdocs Retail Experience Solution delivers the following benefits:• Maximizes retail store revenue and profitability: The solution equips store representatives with sales tools that help them to quickly identify the right mix of products and services for every customer. For example, store representatives can swiftly access and resume shopping carts from other channels and uncover cross-sell and up-sell opportunities that help turn retail interactions into a revenue opportunity, as well as increase adoption rates and decrease product returns.

• Cuts estimated customer wait and interaction time in half: An intuitive user interface enables in-store representatives to handle most customer interactions more quickly and independently. The availability of pre-defined processes and access to existing customer information and guidance tools can reduce in-store transaction time by 50 percent or more. Furthermore, these streamlined processes empower even novice store representatives to become more self-sufficient, thus avoiding the need to place calls to contact center to complete the transactions.

• Provides "Quick Connect" capabilities for faster integration: The Amdocs solution includes integration with the key systems that take part in retail interactions. This integration is based on SOA (service oriented architecture) - based plug-in architecture that facilitates integration with third-party applications as well as Amdocs applications.

"As consumers are presented with a growing choice of complex mobile devices and services, the service provider retail channel plays an increasingly important role in driving their adoption - especially with communication expanding into all aspects of our daily lives," said Ashvin Vellody, senior vice president - Research at Yankee Group. "The more sophisticated the device or bundle, the higher the tendency for people to want to physically examine and interact with the product in person, or want a sales rep to explain bundled offers to them. A customer's in-store experience has a direct impact on their likelihood to purchase and their brand impression."

Amdocs Ltd. (NYSE: DOX)

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