Amdocs Multi-Play Smart Pack Enhanced with Amdocs Smart Agent Desktop, Enabling Faster, More Effective Customer Support
Improved customer care and navigation capabilities highlight upgrades of Amdocs’ pre-integrated solution for mid-tier and independent cable operators
CHICAGO (June 15, 2011) – Amdocs, the leading provider of customer experience systems, today announced enhancements to its Amdocs Multi-Play Smart Pack solution to strengthen customer support capabilities, improve operational efficiencies and allow greater flexibility for mid-tier and independent cable TV operators. The announcement was made at The Cable Show taking place here this week.
Part of the Amdocs CES portfolio, Smart Pack is a comprehensive multi-play customer care and billing solution that enables robust support for video services, high-speed Internet and telephony. Smart Pack enhancements include:
- Adoption of the award-winning(1) Amdocs Smart Agent Desktop, which provides customer service representatives (CSRs) with one 360-degree view of the customer and context-sensitive guidance during the call. Smart Agent Desktop not only reduces the number of mouse clicks and screens required to process an interaction, but also reduces the training time – enabling service reps to handle customer calls more quickly and efficiently.
- Smart Pack Smart Tabs: a new tabbed ordering design that gives users the flexibility to create and configure their own tabs based on specific order needs and processes. The new tabbed ordering sequence is configurable and allows for insertion of third-party tabs to participate in the ordering process within the same transaction.
- New order entry controls that enable CSRs to manage not only the order in which data is entered, but also what data panels to display on screen. Individual CSRs now have the ability to create their own look and feel, while Smart Pack’s rules ensure that the required Smart Tabs are completed for each type of order.
- Prospect entry, which enables operators to simply and easily save prospect information on new or existing customers, create “to do” action items, and follow up on prospects and service offer quotes at a later date.
“The enhanced Amdocs Multi-Play Smart Pack solution streamlines the ordering process for multiple lines of business and allows CSRs to efficiently handle all customer activity, from the call center to customer web-based self care,” said Brian Shepherd, group president and head of global marketing at Amdocs. “Smart Pack is an industry proven solution that gives multi-play service providers the foundation they need to create a superior customer experience and to tap into new revenue streams by easily adding new lines of business such as voice-over-IP or IPTV.”
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About Amdocs
Amdocs is the market leader in customer experience systems innovation. The company combines business and operational support systems, service delivery platforms, proven services and deep industry expertise to enable service providers and their customers to do more in the connected world. Amdocs’ offerings help service providers explore new business models, differentiate through personalized customer experiences and streamline operations. A global company with revenue of approximately $3.0 billion in fiscal 2010, Amdocs has over 19,000 employees and serves customers in more than 60 countries worldwide. For more information, visit Amdocs at www.amdocs.com.
Amdocs’ Forward-Looking Statement
This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs’ growth and business results in future quarters. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general economic conditions, Amdocs’ ability to grow in the business segments it serves, adverse effects of market competition, rapid technological shifts that may render the Company’s products and services obsolete, potential loss of a major customer, our ability to develop long-term relationships with our customers, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future, however the Company specifically disclaims any obligation to do so. These and other risks are discussed at greater length in the Company’s filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2010, filed on December 7, 2010 and our quarterly 6-K filed forms furnished on February 8 and May 11, 2011.
(1) Winner, 2010 TMC Labs Innovation Awards
Source: Amdocs
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