Amdocs, a 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.
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 the following:
- Adoption of the 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 Pack Smart Tabs: a new tabbed ordering design that lets users 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 can now 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 save prospect information on new or existing customers, create "to do" action items, and follow up on prospects and service offer quotes.
"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 foundations 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."