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Amdocs upgrades customer care suite

Tue, 10/25/2011 - 2:40pm
Brian Santo

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Amdocs has introduced a new revision of its Customer Management (CM) suite that comes with a simplified user interface (UI) and is designed to increase agent efficiency, improve smartphone support and automate the order-taking process.

With Customer Interaction Manager 8.1, Amdocs has reduced the number of customer info screens. Meanwhile, guiding for customer service representatives (CSRs) has been streamlined. The latest update includes ways to not only improve call center operations, but also tools for use at retail that have the potential to head off a large percentage of problems with smartphone and tablet customers.

Amdocs Ordering 8.1 can reduce agent time for order capture by up to 10 percent and maintain full bundle offerings with new pending order sequencing and a “stuck order” handling tool that automates fixes. Additionally, a needs analysis tool ensures customers only get what they actually need, thus increasing the likelihood that the customer will keep the service ordered and not cancel it within the return period, the company said.

Amdocs Device Care 8.1 can reduce average handling time of smartphone device-related calls in the call center by up to 20 percent, by the company’s calculations, through automated diagnostics and over-the-air updates that allow CSRs to communicate directly with the device to resolve issues. First-call resolution can also be increased by up to 30 percent as the rules-based diagnostic engine guides the agent to the solution more quickly.

Correctly configuring new devices and educating the customer about them in the store, meanwhile, reduces returns of non-faulty devices by up to 40 percent, Amdocs claimed.

Amdocs Retail Interaction Manager 8.1 can cut handling time for in-store orders by up to 50 percent via its tablet-based, task-driven UI that guides the in-store sales representatives. Amdocs Retail Interaction Manager also enables the store representative to provide needs analysis and personalized offers, increasing conversion rates from “browse to buy” by up to 20 percent, the company said.

“Improving the customer experience does not have to come at the expense of increasing support costs,” said Rebecca Prudhomme, Amdocs’ vice president of product and solutions marketing. “With a simplified user interface, better integration with back-end systems, and access to relevant and contextualized information when they need it, Amdocs CM 8.1 enables CSRs in all assisted channels to provide a superior customer experience. This translates into reduced operational costs for the service provider.”

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