Amdocs CES Multi-Play Smart Pack. A customer care and billing solution for multi-play service providers

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1 Amdocs CES Multi-Play Smart Pack A customer care and billing solution for multi-play service providers

2 DOES YOUR MULTIPLE SERVICE PORTFOLIO MANAGE YOU, OR DO YOU MANAGE IT? As a service provider in the modern era, consumers are looking to you for personalized products, services and content. We live in a world of evolving customer expectations, especially when it comes to TV viewing experiences and preferences. As purveyors of the digital lifestyle, you and your competitors vie for customers business. In order to gain and retain customer loyalty you must differentiate your brand by offering relevant services more quickly and provide a better customer experience than your competition. Amdocs systems are at the core of communications, media and entertainment industry service providers in North America and around the globe; for more than 30 years we ve been instrumental in shaping the industry. Amdocs understands your need to deliver a superior customer experience and evolve your business strategy. The CES Multi-Play Smart Pack solution provides full end-to-end functionality and cost effective performance to help you achieve maximum revenues and profits from your programming and infrastructure investments. Smart Pack provides operators with the tools necessary to manage customers and business effectively, meeting the challenges of increased competition, while keeping the costs of ownership under control. 2 AMDOCS CES MULTI-PLAY SMART PACK

3 Revenue Management VISIBILITY TO CUSTOMER BEHAVIOR AND DYNAMIC FINANCIAL DATA Amdocs CES Multi-Play Smart Pack customer management and billing solution is pre-integrated with CRM tools that empower service providers call agents to create superior customer experiences. Loaded with ordering functions and account management care tools, Smart Pack manages the subscriber lifecycle and provides easy access to account information during customer interactions. Smart Pack provides a comprehensive multi-play solution that eliminates CRM system integration challenges so that service providers can easily manage accounts and billing activity for all lines of business and enhance relationships with their customers. Charging and Billing Amdocs CES Multi-Play Smart Pack s charging and billing functionality includes usage-based and recurring-charge billing supported by a broad range of features that enable you to emphasize the outside-in customer experience. Configurable options include: service bundling, integrated rating engine, multiple billing cycles, flexible statement design and messaging, pro-rating, hierarchical account billing, promotional and volume-based discounting, and Master and Tenant MDU billing. Smart Pack s on-line charging engine continuously evaluates transactions, and generates the customer s next statement, providing accurate and up-to-the-minute financial forecasting throughout the billing cycle. Because the system uses on-line charging, the accounting period close takes only minutes and does not require system down time. Payments and Collections Customers also want a wide variety of payment options. Amdocs CES Multi- Play Smart Pack supports walk-in payment centers as well as the electronic payment types your customers expect. And when customers fail to make timely payments, you have the ability to structure collections treatment paths to include everything from multiple statement messages to workflows for disconnection of service, service downgrades and more. Operations Amdocs CES Multi-Play Smart Pack includes inventory and maintenance capabilities that allow you to maintain a current and efficient view of both customer and company owned equipment. Conditional Access System provisioning interfaces make order-to-activation a seamless activity, which increases efficiencies and reduces revenue leakage. Business and Financial Reporting Amdocs CES Multi-Play Smart Pack supports the enterprise with an extensive range of standard reports and user-defined custom reporting capabilities. Out-of-the-box management reports are provided to address everything from customer status, prospect activity, pending work and campaign reporting, to churn metrics and compliance, to mention a few. Smart Pack s online charging feature means that financial reports are being created throughout the billing cycle and can be printed/reviewed at any time. This supports operators requirements for real-time financial planning and adjustment of business processes, such as collections activities, on a timely and proactive basis. AMDOCS CES MULTI-PLAY SMART PACK 3

4 Customer Management Retain customers, minimize churn The Amdocs CES Multi-Play Smart Pack call center user interface provides a single view of all services and information relevant to an account. All order, charging and billing functions are managed within Smart Pack s single database. The call center agent has a 360-degree view of the customer, along with call interactions and follow-up activity, to dynamically manage talk time. The National Language Support (NLS) capability allows your call agents to run their desktop in their preferred language, and enables your customers to choose a preferred language for their bills and other correspondence. The Smart Client user-interface (UI) is browser independent and utilizes a secure, web-based lightweight Java client for fast account retrieval and business logic execution. Smart Pack supports 24x7 operations, remaining available to all users even while an accounting period is closed. Call center agents are able to create and modify work orders for all services in a single transaction, view and apply payments/adjustments and numerous other customer relationship management functions. The system also enforces rules that you create to ensure serviceability and service compatibility, including equipment compatibility. This greatly reduces order fallout and revenue leakage. Managing your customers expectations and meeting your service commitments are two challenges made easier by our integrated Service Fulfillment capabilities. In addition to standard field support capabilities work order management, workload management, progress reporting, outage management, and online scheduling we offer an API suite to support the integration of other work force management (WFM) products. The combination of order-to-activation provisioning interfaces and integrated customer self-service capability enables your customers to manage their account(s) online and off-load traffic to your call centers. Customer web self-care features allow customers to view their account, order new services or upgrade existing services, make a payment, and much more. All of Amdocs CES Multi-Play Smart Pack APIs are Java/XML based, allowing you complete control of the transaction. Using the API suite, all Order Processing functionality can be extended to further support your customer self-service and third party integration requirements. Moreover, the Amdocs CES Multi-Play Smart Pack APIs support multiple calling methods such as Web Services for SOAP/XML over HTTP applications or Service Façade for Java applications. 4 AMDOCS CES MULTI-PLAY SMART PACK

5 Growing the Business Integration and Operability Product Catalog creating new products, managing campaigns Product life cycle management centralizes product information to empower an agile product strategy. CES Multi-Play Smart Pack s Product Catalog allows you to quickly define the services and products you provide. The set-up of these services controls order taking, charging and automated provisioning. Adding new services, making changes to existing ones, assigning new promotions to recurring charges in the Product Catalog, and more, are all in your control. All of these features are governed by version control that allows you to track changes and publish the updates when you have reviewed them and are ready to implement them. The setup rules drive pricing automation throughout order management (e.g., automatic bundling, unbundling, promotional pricing). Campaign management functions allow you to create campaigns based on areas or populations and enforce campaign requirements to call center agents, including the ability to restrict re-use of campaigns. This prevents order mistakes that result in revenue leakage, a top priority in business today. Furthermore, CES Multi-Play Smart Pack s Product Catalog functions are administered by you as needed, and do not require Amdocs intervention. Foundation tools Support fast growth of your customer base with proven scalability, predefined interfaces and business functionality. Amdocs provides flexible options for delivery, including implementation and knowledge transfer so you can configure the software to your business environment and update as your business grows. Amdocs CES Multi-Play Smart Pack offers proven usability and performance for high volume, multi-functional contact centers for leading service providers worldwide. For more information on Amdocs CES Multi-Play Smart Pack, please visit: Pages/smart-pack.aspx AMDOCS CES MULTI-PLAY SMART PACK 5

6 About Amdocs For 30 years, Amdocs has ensured service providers success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control and optimization product portfolio with value-driven professional services and managed services operations. With revenue of $3.3 billion in fiscal 2013, Amdocs and its more than 21,000 employees serve customers in over 70 countries. Amdocs: Embrace Challenge, Experience Success. For more information, visit Amdocs at Copyright 2014 Amdocs. All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. The trademarks and service marks of Amdocs, including the Amdocs mark and logo, Intentional Customer Experience, CES, Clarify, Ensemble, Enabler, Return on Relationship, CES Multi-Play Smart Pack, Collabrent, XACCT, DST Innovis, Stibo Graphic Software, Qpass, Cramer, SigValue, JacobsRimell, ChangingWorlds, jnetx, OpenMarket Inc., MX Telecom Inc., MX Telecom Ltd, Streamezzo, and Bridgewater Systems are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners.

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