Amdocs Launches Customer Experience Portfolio CES 9.3

Amdocs, a provider of customer experience solutions, has launched Amdocs CES 9.3, the company's latest portfolio release that introduces new solutions for online commerce, interactive bills, big data marketing, care and network analytics, as well as cross-portfolio enhancements to improve system performance. Amdocs CES 9.3 spans industry-specific business and operational support systems (B/OSS) and network control and optimization systems.

Amdocs CES 9.3 enables service providers to respond to the multi-dimensional market demands that are driving the new world of customer experience, an era where service providers are expected to offer innovative and personalized services, delivered consistently across channels and with a seamless network service experience. This latest portfolio release also accelerates business value for service providers by streamlining complex operating environments, driving cost reduction and speeding time to market for new products and services.

"Customers have become more tech-savvy,” said Mark Mortensen, BSS practice head, Analysys Mason, in a statement. “They expect service providers to constantly raise the innovation bar with new digital services, while providing better network service, a more personalized customer experience and complete information consistency across channels. And they want control over the whole process. Integrated suites, such as Amdocs CES 9.3, can ensure the delivery of such a customer-controlled high-quality experience across all these dimensions.”

Amdocs CES 9.3 highlights include:

  • Amdocs Commerce: Allows service providers to quickly create, manage and sell multi-play communications services bundled with hard goods, across all online channels, to both existing customers and anonymous online shoppers. The solution supports purchase and re-contracting flows, from discovery to delivery, through a single all-inclusive catalog and customer-facing system.
  • Amdocs Omnichannel Billing Experience: Solution adds new interactive HTML email bill capabilities and multi-channel bill distribution. Customers can now easily access bill information and drill down into usage and charges in both online and offline modes. Customers can also pay or dispute charges and explore personalized promotion offers from the online bill.
  • Amdocs Big Data Analytics: Announced last month, offering includes new applications targeted to help service providers effectively extract and manage data from multiple sources and generate actionable insights to improve marketing and customer care operations. These include automated offers based on customer history and preferences, and identifying and resolving customer interaction issues before they occur.
  • Amdocs Deep Network Analytics: Also part of Amdocs' expanded big data analytics offering announced last month, helps service providers proactively improve data service quality, create personalized offers based on data usage and subscriber behavior, tune network policies to ensure optimal quality of experience, and plan network build-out investments to maximize return on investment.
  • Enhanced Amdocs Omni-convergent Charging: Allows for data consumed by roaming customers to be serviced by the visiting network instead of the home network, enabling the same quality of experience enjoyed on home networks while roaming.

"Addressing customer experience across all these multiple dimensions adds further complexity to service providers' already complex systems environments, especially when business agility is critical to addressing new regulations and heightened competition from consolidated players and over-the-top entrants," said Chris Williams, head of global marketing, Amdocs, in a statement. "It's therefore critical for service providers to find ways to introduce operational efficiencies and accelerate business value. Amdocs CES 9.3 delivers cross-portfolio enhancements which improve systems performance, ensuring our customers can offer new services in a timely manner amidst this complexity, while lowering operational costs."