Amdocs, a provider of customer experience systems and services, today released Amdocs CES 9.1, its latest product suite with new social care, small and midsized business (SMB), and multi-play capabilities to allow service providers to give customers control of their experiences across any channel, network, service, or device.
Spanning business support systems , operational support systems, and network control, Amdocs CES 9.1 is an integrated product suite that allows service providers to increase customer satisfaction, personalize every experience based on real-time insight, and capitalize on new opportunities, such as the SMB market and new lines of business.
New CES 9.1 highlights include the following:
- Amdocs Social Care: extends customer care to social network channels. The solution links social identity (via opt-in) to customers' BSS profiles and uses real-time analytics to identify and address the customer interactions that really matter.
- Amdocs SMB: enables service providers to increase SMB sales and market share by enabling business bundles across communications and value added services, such as VPN, business and cloud applications. CES 9.1 also offers enhanced self-service and bring your own device (BYOD) capabilities. It enables service providers to serve the SMB market with one system supporting both residential and business customer segments and by optimizing the complete SMB order-to-cash lifecycle from sales and ordering to activation, self-service, support, and billing.
- Amdocs Multi-Play: provides a real-time view of the customer across all lines of business, such as wireless, wireline, broadband, pay-TV and cloud services, and all devices, including mobile, fixed, and wearable, to deliver a personalized customer experience. The holistic view allows service providers to differentiate services with smart bundling. Amdocs Multi-Play's capabilities enable service providers to support promotions and discounts across all lines of business and manage complex hierarchies for all customer segments, both residential and business.
- Leveraging network information to drive customer experience: using capabilities from its existing network analysis assets, Amdocs CES 9.1 will inject real-time insight concerning the customer's network experience into the customer care agent's desktop. This integration can also involve geo-location network information.
Recently launched solutions that are also part of CES 9.1 include the Amdocs Smart Net solution, an intelligent Wi-Fi offload solution enabling service providers to deliver a customer experience across networks based on network quality of service and the customer's personalized profile and value; and Amdocs Small Cell solution, which automates small cell planning and project management.
"As far as the end customer is concerned, communication services today are not about the network technology or even the device, it's about the experience and the lifestyle they enable," said Rebecca Prudhomme, vice president of product and solutions marketing at Amdocs, in a statement. "Customers expect these services to be social, immediate, and to reflect their multiple, daily life personas, without any restrictions as to when and how to consume these services. With the introduction of CES 9.1, Amdocs enables service providers to holistically manage the customer experience, meeting their subscribers' real-time requirements, expectations and needs."
The release of Amdocs CES 9.1 comes nearly a year to the day after Amdocs released Version 9.0. In that release, the company delivered real-time integration across network control, business, and operational support systems to give customers a new level of control over their experiences.