Creating Differentiation by Simplifying Customer Experience

Size: px
Start display at page:

Download "Creating Differentiation by Simplifying Customer Experience"

Transcription

1 Creating Differentiation by Simplifying Customer Experience

2 Creating Differentiation by Simplifying Service providers today are facing intense competitive challenges from other operators, over-the-top players and device manufacturers. The only way service providers can retain and grow their customers is by creating differentiation via a simplified customer experience across all assisted and unassisted channels. Amdocs Customer Management portfolio is geared to help service providers optimize their current sales and services processes, as well as leverage valuable customer insight to proactively address emerging issues before they reach customers. Customers Face a Blizzard of Choice Service Providers Want to Differentiate In the past, many service providers were focused on differentiating their network quality, attractive pricing or the cool devices they offered. Today, most service providers understand that these aspects, while important, do not guarantee customer satisfaction and loyalty. The only way to stay ahead of traditional competitors, as well as the new breed of competitors (over-the-top app developers, such as Viber and Skype; and device manufacturers, such as Apple and Samsung, etc.) is by delivering a great customer experience. And since the world of communications entails a blizzard of choice and complex combinations of products, services and applications, the best way service providers can differentiate is by simplifying the customer experience. 2

3 Meet Lisa Customers today exist in a hyper-connected world. Most consumers have multiple personas (at home, at work, on the road, etc.) and use a variety of applications and services on multiple connected devices. Lisa is one of those connected consumers. As the owner of multiple devices and a heavy user of voice and data, Lisa is the type of consumer that most service providers aim to attract and retain. Unlike most consumers, however, Lisa is technologically-savvy. Many aren t, and yet they are buying smartphones, tablets and smart TVs, and soon connected cars and connected home products. Today there are a variety of ways to connect and a multiplicity of connected applications. This introduces a great deal of complexity when buying new products and services, as well as when using service and support. Consumers rely on their service providers for help, which creates an opportunity to simplify their experiences and create differentiation that will lead to increased customer loyalty. 3

4 Consumers Experiences are Complex... We survey consumers like Lisa every year, to discover how service providers can improve. In our recent global consumer survey (February 2012), we discovered: Tech-savvy consumers like Lisa are comfortable with the internet and turn to it as a first option, but 48 percent of consumers choose not to use online self service because they expect answers to either be inaccurate or incomplete. In addition, 54 percent of customers complain to their service provider via social media, but only 27 percent actually receive a response. As a result, 40 percent of self service users eventually call contact centers for support and 80 percent of social media complaints are likely to end up in a call center. This means that the burden on the contact center is not decreasing, in spite of the increase in consumers technological sophistication. In fact, over 60 percent of customers that encounter a problem with their bill or device prefer live assistance. And 57 percent still prefer to complete their purchase in-store. But while most consumers still depend on assisted channels, their satisfaction from service providers assisted channels is the lowest compared to all other comparable industries (credit card, insurance, travel and retail). We also asked consumers what they expect from their service providers moving forward. They want service providers to anticipate their needs and become more proactive in addressing them. In fact, 96 percent of consumers believe services providers should proactively inform them about major issues related to their devices and 75 percent expect their service provider to always provide the right answer, regardless of the source of the solution. Finally, 91 percent of consumers think their service provider should establish a single place online for known solutions to problems or questions, accessible from their mobile device. 4

5 Complex Experience Negatively Impacts Your Business How does the current flawed experience impact service providers? Shopping cart abandonment many consumers get frustrated with the inconsistency across channels, so they abandon their shopping carts either online, or sometimes in assisted channels as well (call center or store). This means they do not complete the purchase and may be lost altogether. In fact, 40 percent of online shopping carts are abandoned and 25 percent of in-store purchases are also abandoned. Lisa visited her local store and she was offered a special plan because she s a heavy user. When she later tried to purchase the special plan online, the system had no knowledge of the offer or the discussions she had in the store. Order fallout significant purchases that are completed online, in the call center and in the store often encounter fulfillment problems later on. This may be a cause of erroneous data entry up-front during the order capture, or lack of validity checks of the order (eligibility, compatibility and serviceability) before it is committed. The result is higher cost of sale. In other words, manual intervention is needed to fix the order. Some of these stuck orders only require fixing the data entered. Others may require re-sending a technician to the customer s premises (multiple truck trips). In extreme cases, the order simply cannot be fulfilled (for instance, because of a lack of coverage in the customer s neighborhood). This causes customer frustration and potential churn. Long average handling time the complexity of the products and services used by the customer entails multiple, disparate systems and processes that customer service reps have to deal with to address customer needs. This reflects on the length of the interaction, further frustrating the customer. The high employee turnover in call centers and stores require ongoing training on these complex systems, also raising risks. Deteriorating customer satisfaction and loyalty as previously mentioned, customer satisfaction in the communication sectors (wireless, TV, internet, etc.) is already lower than in other industries. 5

6 Amdocs Vision: Simplifying Customer Experience Our vision: help service providers create differentiation by simplifying customer experience across three dimensions: Improving efficiency and effectiveness of assisted channels assisted channels are the last resort for customers. Service providers must ensure the experience in assisted channels is positive (simple and quick) and effective (solves all issues). Increasing adoption of lower-cost unassisted channels most customers are ready to use the Web and their mobile devices (smartphone, tablet) to serve themselves. Service providers therefore need to deliver an intuitive user experience that will compel customers to use self service on an ongoing basis. This will reduce the workload of assisted channels. Proactively anticipating and addressing issues before Lisa discovers them compared to other industries, many of which struggle to collect behavioral and transactional data on consumers, service providers have the luxury of a vast amount of purchase, usage and billing data that can tell them a lot about their customers. The key is to harness this data in real time to identify emerging issues and opportunities and act proactively to address them. This will satisfy the customer, while containing and reducing support costs. Fulfilling the Vision: Amdocs Customer Management Portfolio The Amdocs Customer Management portfolio aims to significantly simplify the customer experience. The portfolio is divided into three main domains that complement each other: Multichannel Selling brings together all the sales channels around a single sales and ordering hub, with the goal of seizing every revenue opportunity possible. Multichannel Care ensures all customer service channels are able to quickly and effectively diagnose and solve customer issues, as well as handling escalations when needed. Proactive Insight anticipates customer needs by real-time monitoring of the customer s transactions. When a need is identified, it is addressed proactively. 6

7 Amdocs Multichannel Selling Amdocs Multichannel Selling is focused on maximizing revenue while reducing the cost of sales, without compromising on delivering a pleasant consumer shopping experience. At the heart of this solution is a central product catalog, Amdocs Enterprise Product Catalog, which enables consistency across channels. A central sales and ordering hub, Amdocs Convergent Order Hub, ensures all orders are captured accurately and checked against business rules before being submitted. The three main sales channels call center, store and self service E-Commerce-are integrated into this central hub to check that every purchase is completed, even if the purchase spans multiple channels (channel hopping). With Amdocs Multichannel Selling, service providers will: Maximize revenue through quick offer introduction and accurate order completion. Reduce cost of sale across all channels through efficient and streamlined sales processes. Deliver an unparalleled shopping experience that is simple, consistent, personal and integrated. Amdocs Multichannel Care Amdocs Multichannel Care provides a set of assisted and unassisted service and support tools that aim to enable fast handling time of issues, first-call issue resolution and reduction of agent s learning curve. A key area of focus is the user experience, both online and in the call center. At the heart of this solution is Amdocs Smart Agent Desktop, Amdocs flagship solution for the contact center, as well as solutions for Web and mobile self service. With Amdocs Multichannel Care, service provides will: Reduce support costs by minimizing interaction time and deflecting calls to lower-cost channels. Improve margins by increasing service consumption and reducing no-fault-found returns. Improve agent and customer experience through a simple and intuitive user interface. Amdocs Proactive Insight Amdocs Proactive Insight leverages real-time events about the customer s purchases, issues, usage and billing, to identify emerging issues and opportunities. It then transforms these real-time insights into recommended actions and feeds the other two solutions, to allow them to address the needs proactively. With Amdocs Proactive Insight, service providers will: Further improve call shed, deflection and agent efficiency by providing predictions and recommended fixes. Increase customer satisfaction and reduce churn by resolving issues proactively before they affect the customer. Increase brand loyalty by giving the customer the right solution at the right time. 7

8 Why Amdocs? The Amdocs Customer Management portfolio is uniquely positioned to help service providers create differentation through a simplified customer experience by: Ensuring customer experience will always be consistent, across all assisted and unassisted channels. This is achieved by a central set of hubs (catalog, sales and ordering, customer repository and proactive insight engine) that are used by all sales and service channels. Featuring a superior and intuitive user experience that will lower the learning curve for call center and store reps and increase adoption of unassisted channels. Injecting proactive insight into sales and service processes, across all assisted and unassisted channels, driven by real-time insights generated from the operational systems themselves. 8

9 Summary Customer experience is a hot topic for service providers, but many of them still struggle with it. Amdocs vision and solution portfolio will help service providers create differentiation by simplifying the customer experience, and at the same time achieve better financial results. Amdocs believes that a holistic approach that combines a multichannel customer management ecosystem powered by real-time proactive insight can help service providers deliver the ultimate customer experience while improving their margins. 9

10 About Amdocs For more than 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 product portfolio with value-driven professional services and managed services operations. With revenue of $3.2 billion in fiscal 2012, Amdocs and its 20,000 employees serve customers in more than 60 countries. Amdocs: Embrace Challenge, Experience Success. For more information, visit Amdocs at For the most up-to-date contact information for all Amdocs offices worldwide, please visit our website at Copyright 2013 Amdocs. All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. Amdocs owns or has rights to use trademarks or trade names in conjunction with the sale of our products and services, including, without limitation, each of the following: Amdocs, Bridgewater Systems, ChangingWorlds, Clarify, Cramer, CES, Collabrent, DST Innovis, Ensemble, Enabler, Intelecable, Intentional Customer Experience, JacobsRimell, jnetx, MX Telecom, OpenMarket, Qpass, SigValue, Streamezzo, Stibo Graphic Software, Xacct, Aging in Place, Embrace Challenge, Experience Success, and Quality Consumption.

Amdocs Multichannel Selling Solution

Amdocs Multichannel Selling Solution Amdocs Multichannel Selling Solution Are Your Sales Channels Geared to Maximize Your Revenue? Most consumers use multiple sales channels when buying a new phone, device or package. While more and more

More information

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

Amdocs CES Multi-Play Smart Pack. A customer care and billing solution for multi-play service providers Amdocs CES Multi-Play Smart Pack A customer care and billing solution for multi-play service providers DOES YOUR MULTIPLE SERVICE PORTFOLIO MANAGE YOU, OR DO YOU MANAGE IT? As a service provider in the

More information

CES 9.1 Unleash the Power of Experience

CES 9.1 Unleash the Power of Experience CES 9.1 Unleash the Power of Experience Making the complex SIMPLE > Social, Immediate, Multiple Choice, Personalized Lifestyle Experience Today, communication is not just about the network technology,

More information

Amdocs Mobile Financial Services

Amdocs Mobile Financial Services Amdocs Mobile Financial Services The cashless pioneer re-defining money since 2001 financial inclusion ecosystem innovation the next-generation Mobile Financial Services solutions The rapid penetration

More information

Amdocs SMB Social Experience Solution. Get social with your SMB customers

Amdocs SMB Social Experience Solution. Get social with your SMB customers Amdocs SMB Social Experience Solution Get social with your SMB customers smb social experience solution In today s connected world, businesses with a strong social media presence have the advantage of

More information

Amdocs Network Rollout Solution. Cut time and cost for network rollout and change projects with process orchestration

Amdocs Network Rollout Solution. Cut time and cost for network rollout and change projects with process orchestration Amdocs Network Rollout Solution Cut time and cost for network rollout and change projects with process orchestration Networks are evolving fast!! Introduction Service provider challenges With the massive

More information

Unlocking the True Potential of Usage Data. Amdocs White Paper November 2014

Unlocking the True Potential of Usage Data. Amdocs White Paper November 2014 Unlocking the True Potential of Usage Data Amdocs White Paper November 2014 UNLOCKING THE TRUE POTENTIAL OF USAGE DATA 2 With the continued pressure to differentiate and lead in a market suffering from

More information

Amdocs Blueprint to Digital. From Vision to Reality

Amdocs Blueprint to Digital. From Vision to Reality Amdocs Blueprint to Digital From Vision to Reality Amdocs deep understanding of its customers and how the industry is evolving enables the company to use its broad technology and services portfolio to

More information

Amdocs Data Integrity Management Suite. Rediscover your network

Amdocs Data Integrity Management Suite. Rediscover your network Amdocs Data Integrity Management Suite Rediscover your network Amdocs Data Integrity Management Suite 2 Data integrity management is now a must-have To increase revenues and cut costs, service providers

More information

The Amdocs Enterprise Customer Management Solution

The Amdocs Enterprise Customer Management Solution The Amdocs Enterprise Customer Management Solution THE MOVE TO ENTERPRISE Most service providers today face profitability challenges and eroding revenue in their consumer business. That s why many operators

More information

Amdocs Smart Device Support Solution

Amdocs Smart Device Support Solution Amdocs Smart Device Support Solution The Smartphone Support Dilemma Is Your Call Center Ready? Smartphones offer advanced capabilities that increase customer usage of data-hungry applications such as email,

More information

Mobile Application Testing

Mobile Application Testing Mobile Application Testing Best Practices to Ensure Quality Written by Assaf Ben David, Senior Software Testing Consultant MOBILE APPLICATION TESTING 2 Mobile Application Testing Complexities The world

More information

Amdocs Smart Agent Desktop

Amdocs Smart Agent Desktop Amdocs Smart Agent Desktop Are your contact center agents focused on the right things? Now more than ever, companies are being forced to differentiate themselves based on the customer experience they provide.

More information

Amdocs Network Cloud Service Orchestrator

Amdocs Network Cloud Service Orchestrator Amdocs Cloud Service Orchestrator Provide business managers with the freedom to create more services more quickly, by removing barriers to new service introduction Give customers greater control over their

More information

Cloud Adoption in Small- to Medium-Sized Businesses

Cloud Adoption in Small- to Medium-Sized Businesses Cloud Adoption in Small- to Medium-Sized Businesses Cloud Adoption in Small- to Medium-Sized Businesses 2 Contents INTRODUCTION...3 ABOUT THE SURVEY...4 CLOUD COMPUTING IS GROWING RAPIDLY AMONG SMBs...5

More information

Amdocs Web Service Factory

Amdocs Web Service Factory Amdocs Web Service Factory Amdocs Web Service Factory 2 Contents Executive Summary...1 Architecture...3 Components...5 Service Design...7 Service Implementation...9 Amdocs Web Service Factory 3 Executive

More information

Amdocs Smart Net Solution

Amdocs Smart Net Solution Amdocs Smart Net Solution With the explosive growth of mobile data and the popularity of Wi-Fi as an access technology, Wi-Fi services have become a key strategy for service providers to alleviate network

More information

WANT TO STRENGTHEN YOUR CUSTOMER RELATIONSHIPS? THE RIGHT SALES STRATEGY WILL HELP

WANT TO STRENGTHEN YOUR CUSTOMER RELATIONSHIPS? THE RIGHT SALES STRATEGY WILL HELP Amdocs Sales WANT TO STRENGTHEN YOUR CUSTOMER RELATIONSHIPS? THE RIGHT SALES STRATEGY WILL HELP Changing market conditions mean that you have to do more than just keep your customers you have to grow your

More information

CES 9 Virtualization. Reducing costs and improving operations in service provider IT environments

CES 9 Virtualization. Reducing costs and improving operations in service provider IT environments CES 9 Virtualization Reducing costs and improving operations in service provider IT environments AMDOCS FINANCIAL SERVICES 2 Contents 1. VIRTUALIZATION...3 1.1 Introduction...3 1.2 What is Server Virtualization?...3

More information

Amdocs Compact Convergence for Mobile Virtual Network Operators (MVNOs)

Amdocs Compact Convergence for Mobile Virtual Network Operators (MVNOs) Amdocs Compact Convergence for Mobile Virtual Network Operators (MVNOs) Convergence doesn t have to be complex. It can be simple to implement and fast to monetize. CONVERGENCE DOESN T HAVE TO BE COMPLEX.

More information

amdocs > customer experience systems innovation AMDOCS SELF-SERVICE AMDOCS SELF-SERVICE 1

amdocs > customer experience systems innovation AMDOCS SELF-SERVICE AMDOCS SELF-SERVICE 1 amdocs > customer experience systems innovation AMDOCS SELF-SERVICE AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION WWW.AMDOCS.COM AMDOCS SELF-SERVICE 1 IF YOUR CUSTOMERS WANT MORE CONTROL, JUST GIVE IT

More information

Amdocs Field Service

Amdocs Field Service Amdocs Field Service SOMETIMES YOU NEED MORE THAN JUST GREAT FIELD SERVICE PERSONNEL Keeping your customers happy makes the difference between business success and failure, and the service that you deliver

More information

OSS Managed Services A New Business Model for Service Providers

OSS Managed Services A New Business Model for Service Providers OSS Managed Services A New Business Model for Service Providers OSS MANAGED SERVICES - a new business model for service providers 2 Contents Executive Summary...3 The Current Environment: Riddled with

More information

Amdocs Testing Factory

Amdocs Testing Factory Amdocs Testing Factory Amdocs Testing Factory 2 Contents Introduction...3 Telco & CSP Challenges in Testing...4 The Amdocs Testing Factory Model...5 Set-up and Transition...6 Governance...8 Engagement

More information

Amdocs Policy Controller

Amdocs Policy Controller Amdocs Policy Controller The Amdocs Policy Controller is a highly flexible and scalable policy server specifically designed to help service providers manage the impact of mobile data growth on their networks

More information

Answering challenges of the VoLTE era

Answering challenges of the VoLTE era Answering challenges of the VoLTE era Amdocs White Paper February 2015 Answering challenges of the VoLTE era Amdocs White Paper Fenruary 2015 ANSWERING CHALLENGES OF THE VOLTE ERA I 2 Overview The excitement

More information

Leveraging Business Process Management with Smart Project Orchestration

Leveraging Business Process Management with Smart Project Orchestration Leveraging Business Process Management with Smart Project Orchestration Amdocs White Paper February 2015 Leveraging Business Process Management with Smart Project Orchestration 2 Contents Introduction...3

More information

amdocs > customer experience systems innovation Amdocs Convergent Billing 1

amdocs > customer experience systems innovation Amdocs Convergent Billing 1 amdocs > customer experience systems innovation Amdocs Convergent Billing AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION WWW.AMDOCS.COM Amdocs Convergent Billing 1 2 Amdocs Convergent Billing amdocs >

More information

Amdocs Customer Management

Amdocs Customer Management Amdocs Customer Management PROVIDE THE EXPERIENCE YOUR CUSTOMERS EXPECT The customer experience is the competitive battle ground for service providers whether a customer calls the contact center, visits

More information

Driving business value from Amdocs pre-integrated Order-to-Activation

Driving business value from Amdocs pre-integrated Order-to-Activation Driving business value from Amdocs pre-integrated Order-to-Activation Driving Business Value from Amdocs Pre-Integrated Order-to-Activation 2 Executive summary By using Amdocs pre-integrated BSS-OSS solution

More information

AMDOCS INTERACTIVE CUSTOMER SUCCESS STORY HONG KONG CSL

AMDOCS INTERACTIVE CUSTOMER SUCCESS STORY HONG KONG CSL AMDOCS INTERACTIVE CUSTOMER SUCCESS STORY HONG KONG CSL At CSL, we have a commitment to deliver quality, innovative and relevant mobile data services to all of our 1010 and One2Free customers. The Interactive

More information

amdocs > customer experience systems innovation AMDOCS SALES QUOTE ORDER

amdocs > customer experience systems innovation AMDOCS SALES QUOTE ORDER AMDOCS SALES QUOTE ORDER AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION WWW.AMDOCS.COM AMDOCS SALES QUOTE ORDER IS YOUR BUSINESS SKIPPING A BEAT? Orders are the heartbeat of your business, and no business

More information

BELGIUM S LEADING MULTI-PLAY SERVICE PROVIDER IMPROVES THE CUSTOMER EXPERIENCE AND AGENT EFFICIENCY WITH AMDOCS

BELGIUM S LEADING MULTI-PLAY SERVICE PROVIDER IMPROVES THE CUSTOMER EXPERIENCE AND AGENT EFFICIENCY WITH AMDOCS AMDOCS CUSTOMER success story BELGIUM S LEADING MULTI-PLAY SERVICE PROVIDER IMPROVES THE CUSTOMER EXPERIENCE AND AGENT EFFICIENCY WITH AMDOCS Amdocs OPS is a very powerful and useful tool and has had a

More information

AMDOCS BILLING SYSTEM TRANSFORMATION DELIVERS NEW TRIPLE-PLAY SERVICES TO KAZAKHTELCOM CUSTOMERS

AMDOCS BILLING SYSTEM TRANSFORMATION DELIVERS NEW TRIPLE-PLAY SERVICES TO KAZAKHTELCOM CUSTOMERS AMDOCS CUSTOMER success story AMDOCS BILLING SYSTEM TRANSFORMATION DELIVERS NEW TRIPLE-PLAY SERVICES TO KAZAKHTELCOM CUSTOMERS With Amdocs we re in far better position to respond to customer demand by

More information

AMDOCS CRM FOR FINANCIAL SERVICES INSTITUTIONS

AMDOCS CRM FOR FINANCIAL SERVICES INSTITUTIONS AMDOCS CRM FOR FINANCIAL SERVICES INSTITUTIONS THE NEED FOR CRM EXCELLENCE In today s highly competitive and challenging environment, financial services institutions can no longer base their strategy primarily

More information

Amdocs Turbo Charging and IBM Bladecenter blade servers for breakthrough real-time performance

Amdocs Turbo Charging and IBM Bladecenter blade servers for breakthrough real-time performance Amdocs Turbo Charging and IBM Bladecenter blade servers for breakthrough real-time performance Amdocs convergent charging benchmark on IBM blade servers Amdocs Turbo Charging and IBM Bladecenter blade

More information

Prepaid loyalty: fact or fiction?

Prepaid loyalty: fact or fiction? Prepaid loyalty: fact or fiction? PREPAID LOYALTY: FACT OR FICTION? 2 Contents Executive Summary... 3 Introduction... 3 Effective strategies for prepaid loyalty... 4 Don t hold out on prepaid customers...

More information

AMDOCS OSS HELPS OPTIMUS DELIVER SERVICE EXCELLENCE OVER NEXT GENERATION NETWORK AND FIBER-TO-THE-HOME INFRASTRUCTURE

AMDOCS OSS HELPS OPTIMUS DELIVER SERVICE EXCELLENCE OVER NEXT GENERATION NETWORK AND FIBER-TO-THE-HOME INFRASTRUCTURE AMDOCS CUSTOMER success story AMDOCS OSS HELPS OPTIMUS DELIVER SERVICE EXCELLENCE OVER NEXT GENERATION NETWORK AND FIBER-TO-THE-HOME INFRASTRUCTURE Amdocs has done an extraordinary job for Optimus. Júlio

More information

TELEKOM AUSTRIA SUCCESSFULLY COMPLETES SERVICE FULFILLMENT PROJECT

TELEKOM AUSTRIA SUCCESSFULLY COMPLETES SERVICE FULFILLMENT PROJECT AMDOCS CUSTOMER success story TELEKOM AUSTRIA SUCCESSFULLY COMPLETES SERVICE FULFILLMENT PROJECT Breaking the overall transformation program into well-defined projects means that we can enjoy immediate

More information

NETCOM DRIVING DOWN THE COST OF BACKHAUL WITH AMDOCS CRAMER

NETCOM DRIVING DOWN THE COST OF BACKHAUL WITH AMDOCS CRAMER AMDOCS CUSTOMER success story NETCOM DRIVING DOWN THE COST OF BACKHAUL WITH AMDOCS CRAMER One of the big advantages of what we have achieved by implementing Cramer and its efficient work processes is the

More information

WHITE PAPER DON T REACT ACT! HOW PROACTIVE REVENUE MANAGEMENT CAN PAY OFF BIG IN TODAY S MARKETS

WHITE PAPER DON T REACT ACT! HOW PROACTIVE REVENUE MANAGEMENT CAN PAY OFF BIG IN TODAY S MARKETS WHITE PAPER DON T REACT ACT! HOW PROACTIVE REVENUE MANAGEMENT CAN PAY OFF BIG IN TODAY S MARKETS CONTENTS EXECUTIVE SUMMARY 1 INTRODUCTION 2 REACTING TO A POOR CUSTOMER EXPERIENCE IS TOO LATE AND LEADS

More information

AMDOCS AND IBM HELP T-MOBILE CZECH REPUBLIC ACHIEVE MOBILE AND FIXED-LINE NETWORK CONVERGENCE

AMDOCS AND IBM HELP T-MOBILE CZECH REPUBLIC ACHIEVE MOBILE AND FIXED-LINE NETWORK CONVERGENCE AMDOCS CUSTOMER success story AMDOCS AND IBM HELP T-MOBILE CZECH REPUBLIC ACHIEVE MOBILE AND FIXED-LINE NETWORK CONVERGENCE Amdocs OSS is a very important part of the strategic development of T-Mobile.

More information

GREENFIELD WIRELESS INNOVATOR OUTSOURCES MISSION-CRITICAL FUNCTIONS TO AMDOCS FOR RAPID SUCCESS

GREENFIELD WIRELESS INNOVATOR OUTSOURCES MISSION-CRITICAL FUNCTIONS TO AMDOCS FOR RAPID SUCCESS AMDOCS CUSTOMER success story GREENFIELD WIRELESS INNOVATOR OUTSOURCES MISSION-CRITICAL FUNCTIONS TO AMDOCS FOR RAPID SUCCESS MOBILICITY SPEEDS TO MARKET WITH EXTREME OUTSOURCING MODEL Very rapid time

More information

Meeting the Communication Needs of SMBs and Large Businesses. Amdocs OSS Service Fulfillment White Paper

Meeting the Communication Needs of SMBs and Large Businesses. Amdocs OSS Service Fulfillment White Paper Meeting the Communication Needs of SMBs and Large Businesses Amdocs OSS Service Fulfillment White Paper MEETING THE COMMUNICATION NEEDS OF SMBs AND LARGE BUSINESSES Contents Executive Summary...3 Telecom

More information

gives Pelephone the business flexibility to stay at the forefront of evolving customer needs and expectations. Amdocs DORON KURTZ

gives Pelephone the business flexibility to stay at the forefront of evolving customer needs and expectations. Amdocs DORON KURTZ AMDOCS CUSTOMER success story PELEPHONE SPEEDS THE DELIVERY OF NEW SERVICES ACROSS MULTIPLE MOBILE NETWORKS WITH THE AMDOCS COMPACT SERVICE PLATFORM Amdocs gives Pelephone the business flexibility to stay

More information

EXPANDING RELATIONSHIP WITH AMDOCS HELPS ADSA ENTER NEW MARKETS AND ENHANCE THE CUSTOMER EXPERIENCE FOR ADSA S PRINT AND ONLINE ADVERTISERS

EXPANDING RELATIONSHIP WITH AMDOCS HELPS ADSA ENTER NEW MARKETS AND ENHANCE THE CUSTOMER EXPERIENCE FOR ADSA S PRINT AND ONLINE ADVERTISERS AMDOCS CUSTOMER success story EXPANDING RELATIONSHIP WITH AMDOCS HELPS ADSA ENTER NEW MARKETS AND ENHANCE THE CUSTOMER EXPERIENCE FOR ADSA S PRINT AND ONLINE ADVERTISERS With the help of Amdocs evolving

More information

SUNRISE COMMUNICATIONS AG COMPLETES THE MIGRATION TO CRAMER6

SUNRISE COMMUNICATIONS AG COMPLETES THE MIGRATION TO CRAMER6 AMDOCS CUSTOMER success story SUNRISE COMMUNICATIONS AG COMPLETES THE MIGRATION TO CRAMER6 The main benefit of using Amdocs or Cramer is their best of suite approach. In the past, we had a policy of best

More information

Amdocs Commercial Billing Solution. Central Fee and Interest Manager

Amdocs Commercial Billing Solution. Central Fee and Interest Manager Amdocs Commercial Billing Solution Central Fee and Interest Manager THE NEED FOR SMART PRICING AND REVENUE MANAGEMENT EXCELLENCE Today, many banks are facing the need to renew their core business applications,

More information

UPGRADED AMDOCS CONVERGENT BILLING SOLUTION HELPS XL INCREASE CAPACITY AND ACCELERATE TIME TO MARKET FOR PREPAID AND POST-PAID SERVICES

UPGRADED AMDOCS CONVERGENT BILLING SOLUTION HELPS XL INCREASE CAPACITY AND ACCELERATE TIME TO MARKET FOR PREPAID AND POST-PAID SERVICES AMDOCS CUSTOMER success story UPGRADED AMDOCS CONVERGENT BILLING SOLUTION HELPS XL INCREASE CAPACITY AND ACCELERATE TIME TO MARKET FOR PREPAID AND POST-PAID SERVICES Rather than building our own system

More information

Selected Managed Services Case Studies. Amdocs Global Strategic Sourcing

Selected Managed Services Case Studies. Amdocs Global Strategic Sourcing Selected Managed Services Case Studies Amdocs Managed Services Customers 35+ Managed Services customers worldwide More than 500M subscribers supported Tier 0-4, Greenfields Wide range of IT systems supported

More information

NFV Checklist. Designing Agile, Scalable Networks for Carrier-Grade Performance

NFV Checklist. Designing Agile, Scalable Networks for Carrier-Grade Performance NFV Checklist Designing Agile, Scalable Networks for Carrier-Grade Performance NFV CHECKLIST: DESIGNING AGILE, SCALABLE NETWOKS FO CAIE-GADE PEFOMANCE 2 Contents NFV Checklist Introduction...3 1. Horizontal

More information

Amdocs Support. Maximize your investment

Amdocs Support. Maximize your investment Amdocs Support Maximize your investment Maximize Your Investment Amdocs Support offers a unique and comprehensive set of support services that enable service providers to accelerate the value gained from

More information

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material,

More information

TeraScale. Amdocs White Paper January 2015

TeraScale. Amdocs White Paper January 2015 TeraScale Amdocs White Paper January 2015 TERASCALE 2 Contents Introduction...3 Why is Big Data a Big Deal?...4 The Challenges...4 The Opportunities...5 The Challenges...6 Big Data and Analytics: A State

More information

Amdocs Energy Solution

Amdocs Energy Solution Amdocs has been enabling the world s leading service providers to build stronger, more profitable customer relationships for the last 30 years, while investing hundreds of millions of dollars in R&D and

More information

DOES YOUR PCRF HAVE WHAT IT TAKES TO SUPPORT VOLTE?

DOES YOUR PCRF HAVE WHAT IT TAKES TO SUPPORT VOLTE? DOES YOUR PCRF HAVE WHAT IT TAKES TO SUPPORT VOLTE? DOES YOUR PCRF HAVE WHAT IT TAKES TO SUPPORT VOLTE? 2 Table of Contents EXECUTIVE SUMMARY...3 INTRODUCTION...3 WHAT S SPECIAL ABOUT VOLTE TRAFFIC?...4

More information

Customers have noticed that we are very responsive, meet our service level agreements, and are more cost conscious. MIKE ROBINSON

Customers have noticed that we are very responsive, meet our service level agreements, and are more cost conscious. MIKE ROBINSON AMDOCS CUSTOMER success story AMDOCS HELPS VIRGIN MEDIA IMPROVE WORKFLOW AND INCREASE EFFICIENCY BY MORE THAN 10% Customers have noticed that we are very responsive, meet our service level agreements,

More information

When reaching zero is actually a good thing. How to recover revenues in the 4G/LTE era

When reaching zero is actually a good thing. How to recover revenues in the 4G/LTE era When reaching zero is actually a good thing How to recover revenues in the 4G/LTE era It s definitely a data world There s no other word for it: mobile data usage is skyrocketing. A leading carrier in

More information

Bringing NFV to Life. Technological and Operational Challenges in Implementing NFV. Amdocs White Paper

Bringing NFV to Life. Technological and Operational Challenges in Implementing NFV. Amdocs White Paper Bringing NFV to Life Technological and Operational Challenges in Implementing NFV Amdocs White Paper Bringing nfv to life 2 Contents 1. Introduction...3 2. The NFV Business Need...3 3. Challenges To Realizing

More information

TELINDUS BELGACOM ICT REDUCES COSTS WITH THE AMDOCS CES SMART AGENT DESKTOP

TELINDUS BELGACOM ICT REDUCES COSTS WITH THE AMDOCS CES SMART AGENT DESKTOP AMDOCS CUSTOMER success story TELINDUS BELGACOM ICT REDUCES COSTS WITH THE AMDOCS CES SMART AGENT DESKTOP The Amdocs Smart Agent Desktop reduces our costs for implementing features and services by 20 to

More information

How to Sell to SMBs in the Future

How to Sell to SMBs in the Future How to Sell to SMBs in the Future HOW TO SELL TO SMBS IN THE FUTURE 2 Contents The SMB change as competition increases and new engagement models are created...3 What the SMB wants...4 What sales teams

More information

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information

Mobile Apps: What Consumers Really Need and Want. A Global Study of Consumers Expectations and Experiences of Mobile Applications

Mobile Apps: What Consumers Really Need and Want. A Global Study of Consumers Expectations and Experiences of Mobile Applications Mobile Apps: What Consumers Really Need and Want A Global Study of Consumers Expectations and Experiences of Mobile Applications The Difference Between a Mobile App and a Mobile Website Before we evaluate

More information

T-MOBILE DEPLOYS INNOVATIVE TECHNOLOGIES AND REINFORCES MARKET LEADERSHIP WITH AMDOCS CHARGING SUPPORTING CUTTING-EDGE BILLING SERVICES

T-MOBILE DEPLOYS INNOVATIVE TECHNOLOGIES AND REINFORCES MARKET LEADERSHIP WITH AMDOCS CHARGING SUPPORTING CUTTING-EDGE BILLING SERVICES AMDOCS CUSTOMER success story T-MOBILE DEPLOYS INNOVATIVE TECHNOLOGIES AND REINFORCES MARKET LEADERSHIP WITH AMDOCS CHARGING SUPPORTING CUTTING-EDGE BILLING SERVICES By on-going adoption of the latest

More information

Policy and the New Application Ecosystem. The role of policy control and service quality in the applications value chain

Policy and the New Application Ecosystem. The role of policy control and service quality in the applications value chain Policy and the New Application Ecosystem The role of policy control and service quality in the applications value chain POLICY AND THE NEW APPLICATION ECOSYSTEM 2 Contents Introduction...3 The Promise

More information

Agile Testing: Best Practices to Ensure Successful Transformation to Agile Methodologies

Agile Testing: Best Practices to Ensure Successful Transformation to Agile Methodologies Agile Testing: Best Practices to Ensure Successful Transformation to Agile Methodologies AMDOCS OPERATIONAL DATA STORE 2 Contents Introduction... 3 Why Agile Testing... 4 Common Challenges Faced by CSPs

More information

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION AMDOCS CUSTOMER success story INDIA S FOREMOST AND TRULY INTEGRATED TELECOMMUNICATIONS SERVICE PROVIDER INCREASES CUSTOMER SERVICE PERFORMANCE WITH AMDOCS BUSINESS TRANSFORMATION SERVICES By partnering

More information

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty Accenture Business Intelligence for Fashion and Luxury Creating a Differentiated Customer Experience for Long-term Brand Loyalty Fashion is inherently an ever-changing industry. Customer preferences fluctuate

More information

bss But in addressing their BSS environments as a whole operators clearly have a good deal more thinking to do.

bss But in addressing their BSS environments as a whole operators clearly have a good deal more thinking to do. bss Questions in this section were put to operators exclusively as we sought to establish which elements of the BSS environment are being addressed with the most urgency. Cloud already enjoys significant

More information

amdocs customer SucceSS StORy Duncan Bennett

amdocs customer SucceSS StORy Duncan Bennett AMDOCS CUSTOMER success story YORKSHIRE WATER REINFORCES AWARD WINNING CUSTOMER EXPERIENCE BY UPGRADING TO AMDOCS CES Yorkshire Water has transformed its customer service, turning the company into arguably

More information

Managing all your customer interactions Ambit CustomerConnect

Managing all your customer interactions Ambit CustomerConnect RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

SOLUTION OVERVIEW SAS MERCHANDISE INTELLIGENCE. Make the right decisions through every stage of the merchandise life cycle

SOLUTION OVERVIEW SAS MERCHANDISE INTELLIGENCE. Make the right decisions through every stage of the merchandise life cycle SOLUTION OVERVIEW SAS MERCHANDISE INTELLIGENCE Make the right decisions through every stage of the merchandise life cycle Deliver profitable returns and rewarding customer experiences Challenges Critical

More information

Oracle istore. Deliver Intelligent, Personalized Customer Experiences

Oracle istore. Deliver Intelligent, Personalized Customer Experiences Oracle istore Oracle istore is the Enterprise E-Business Suite ecommerce application that provides a personalized, comprehensive and cost-effective Internet sales channel. istore is a key component of

More information

Telecommunications Point of View October 2014

Telecommunications Point of View October 2014 for a Smarter Planet Telecommunications Point of View October 2014 Peter Harrison Smarter Planet Industry Solutions Leader Central and Eastern Europe IBM Software Group Peter.Harrison@pl.ibm.com +48 693

More information

Amdocs Service Controller

Amdocs Service Controller Amdocs Service Controller The Amdocs Service Controller is the industry s leading authentication solution that allows operators to control access to differentiated services across all network access technologies

More information

Redefining Infrastructure Management for Today s Application Economy

Redefining Infrastructure Management for Today s Application Economy WHITE PAPER APRIL 2015 Redefining Infrastructure Management for Today s Application Economy Boost Operational Agility by Gaining a Holistic View of the Data Center, Cloud, Systems, Networks and Capacity

More information

Game changing economics for Small Cell Deployment. Amdocs OSS White Paper October 2013

Game changing economics for Small Cell Deployment. Amdocs OSS White Paper October 2013 Game changing economics for Small Cell Deployment Amdocs OSS White Paper October 2013 Game changing economics for Small Cell Deployment 2 Contents Mobile data traffic growth drives the case for small cell

More information

Your network as a retail performance driver in an omni-channel world

Your network as a retail performance driver in an omni-channel world Your network as a retail performance driver in an omni-channel world RETAIL OVERVIEW Deliver Engaging Shopping Experiences & Maximize your Business Efficiency Any slowdown or service interruption can be

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

Why Kampyle? Kampyle is dialing back the clock to an era when the customer was king and businesses were driven by understanding his needs.

Why Kampyle? Kampyle is dialing back the clock to an era when the customer was king and businesses were driven by understanding his needs. COMPANY PROFILE Who We Are Kampyle is a group of innovative, creative and engaged people who are enthusiastic about our customers, our work, our families and our diverse interests. Together, we have developed

More information

LEADING NATIONAL COMMUNICATIONS SERVICE PROVIDER STREAMLINES ITS OPERATIONS THROUGH INVENTORY CONSOLIDATION WITH AMDOCS OSS

LEADING NATIONAL COMMUNICATIONS SERVICE PROVIDER STREAMLINES ITS OPERATIONS THROUGH INVENTORY CONSOLIDATION WITH AMDOCS OSS AMDOCS CUSTOMER success story LEADING NATIONAL COMMUNICATIONS SERVICE PROVIDER STREAMLINES ITS OPERATIONS THROUGH INVENTORY CONSOLIDATION WITH AMDOCS OSS Amdocs OSS saves time locating equipment, reduces

More information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

More information

Retail Industry and Mobile Technology

Retail Industry and Mobile Technology Retail Industry and Mobile Technology Contents Overview... 2 Retail in Omni-Channel World... 2 Technology Bridge... 2 Analytics... 3 Controlling the Shopping Experience... 3 Seamless Experience... 3 PCI

More information

Oracle Retail Customer Engagement Cloud Services

Oracle Retail Customer Engagement Cloud Services OR A C L E D A T A S H E E T Oracle Retail Customer Engagement Cloud Services Oracle Retail Customer Engagement Cloud Services is a suite of integrated cloud services designed to drive incremental revenue

More information

OMNICHANNEL RETAILING: FROM VISION TO REALITY

OMNICHANNEL RETAILING: FROM VISION TO REALITY OMNICHANNEL RETAILING: FROM VISION TO REALITY Exploring how to meet the critical need for bringing superior anytime, anywhere shopping journeys to life For more information visit ncr.com or contact us

More information

Amdocs Multichannel Self-Service (MCSS) Product Overview/Whitepaper

Amdocs Multichannel Self-Service (MCSS) Product Overview/Whitepaper Amdocs Multichannel Self-Service (MCSS) Product Overview/Whitepaper AMDOCS MULTICHANNEL SELF-SERVICE (MCSS) 2 Intended Purpose and Audience The purpose of this document is to provide an overview of the

More information

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Cincom Synchrony Cincom Synchrony Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Restore the intimacy Today s customers are more sophisticated and demanding than ever,

More information

The Case for an External Digital Strategy For Payers

The Case for an External Digital Strategy For Payers The Case for an External Digital Strategy For Payers As consumers flock to payers that create a more consumercentric experience, the payers that invest early and heavily in external digital assets will

More information

Survey Says: Consumers Want Live Help

Survey Says: Consumers Want Live Help Session Abstracts Optimization Services Track Survey Says: Consumers Want Live Help October 22 nd, 11:00 am Eastern ATG recently surveyed more than 1,000 Internet users who research, apply for, and buy

More information

Motive Home Solutions

Motive Home Solutions Motive Home Solutions Motive Home Solutions automate and simplify the key interactions that impact the connected home experience. The connected home is no longer a futuristic concept. Research indicates

More information

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time White paper 8 plays To deliver an integrated customer service experience On Break Free 25 2 min Busy Average Handle Time % Today, multi-channel usage is a way of life, but the trend seems to have bypassed

More information

AUTOMOTIVE AND SERVICE PARTS

AUTOMOTIVE AND SERVICE PARTS TURBOCHARGE PROFITS IN A COMPETITIVE INDUSTRY Unlock Your Data Unleash Your Sales Photo by Norbert Aepli, Switzerland. Exciting new technologies bring greater complexity to the Automotive and Service Parts

More information

Engage Customers with Service Excellence

Engage Customers with Service Excellence SAP Brief SAP Customer Relationship Management Customer Service s Objectives Engage Customers with Service Excellence It s time to rethink customer service It s time to rethink customer service Today s

More information

ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE

ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE EMV Technology: Deploying Soon in the U.S. ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE 2010 Mercator Advisory Group, Inc. Clock Tower Place, Suite 420 Maynard, MA 01754 phone: 1(781) 419-1700 e-mail:

More information

2012 State of B2B E-Commerce

2012 State of B2B E-Commerce 2012 State of B2B E-Commerce Executive Summary As digital commerce has transformed all commerce over the last decade, customers have been offered increasing control over their buying experience. Ease of

More information

Elastic Path Commerce for Adobe Marketing Cloud

Elastic Path Commerce for Adobe Marketing Cloud Elastic Path Commerce for Adobe Marketing Cloud Integrated Experience-Driven Commerce Elastic Path Commerce for Adobe Marketing Cloud Elastic Path Commerce for Adobe Marketing Cloud is the premier enterprise

More information

The Order Management tipping point. Why Salesforce is at the center of the new Communication Service Provider architecture

The Order Management tipping point. Why Salesforce is at the center of the new Communication Service Provider architecture The Order Management tipping point Why Salesforce is at the center of the new Communication Service Provider architecture Why Salesforce is at the center of the new Communication Service Provider architecture

More information

MOBILE REPORT 2012 HOW THE NATION S TOP COMPANIES ARE POSITIONING THEIR WEBSITES FOR THE FUTURE OR NOT.

MOBILE REPORT 2012 HOW THE NATION S TOP COMPANIES ARE POSITIONING THEIR WEBSITES FOR THE FUTURE OR NOT. MOBILE REPORT 2012 HOW THE NATION S TOP COMPANIES ARE POSITIONING THEIR WEBSITES FOR THE FUTURE OR NOT. NOVEMBER 2012 A GLOBAL TAKEOVER There are 7 billion people on Earth. Out of those 7 billion, 6 billion

More information