The Agent Experience Redefined: Amdocs Launches Customer Management 8.1

Amdocs (NYSE: DOX), the leading provider of customer experience systems, today announced the launch of Amdocs CM 8.1, the market’s most comprehensive suite of customer management products. Designed to redefine and improve the overall user experience for customer service representatives (CSRs), Amdocs CM 8.1 increases agent efficiency and productivity with intuitive tools to offer a fast and consistent response to customer inquiries. Service providers across North America, Europe and Asia are already demonstrating demand with several Amdocs CM 8.1 business wins.
Amdocs CM 8.1 provides a simplified and intuitive user interface (UI) for CSRs in contact centers and retail stores (including tablet support); better tools for handling the growing volume of smartphone-related support calls; and process automation for faster order taking. New functionality and benefits include:
• Amdocs Customer Interaction Manager 8.1 can cut average handling time by up to 15 percent* and training costs by up to 20 percent* by reducing the number of customer info screens and by intuitively guiding agents for faster problem resolution with context-sensitive recommended CSR actions.
• 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.
• Amdocs Device Care 8.1 can reduce average handling time of smartphone device-related calls in the call center by up to 20 percent* 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 costly returns of non-faulty devices by up to 40 percent*.
• 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*. As sales representatives’ efficiency is increased, unnecessary calls from the store to the call center can fall by up to 30 percent*, while customers enjoy faster ordering and activation.
“With competition for acquiring and retaining customers intensifying, providing a superior customer experience has become a prime differentiator for global service providers,” said Mary Wardley, Vice President, Enterprise Applications, IDC. “But, providing a seamless, high-quality experience will remain a serious challenge for operators unless they redefine and simplify the user experience for their agents to optimize their current complex and disparate systems and processes.”
“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, 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.”
Amdocs is the world leader in subscriber management software #, with Amdocs Customer Management successfully deployed in customer support centers of almost 200 companies, globally. Amdocs was the only vendor to receive a “strong” rating in all eight critical customer-facing business processes reviewed in a recent report of the utilities and telecommunications industries, by leading analyst firm Forrester Research, Inc. http://www.amdocs.com/News/Pages/Forrester-AmdocsCRMReport.aspx