Customer Experience Management: Still a Long Way to Go

Amdocs has been positioning itself over the last year to address this challenge in defining the customer experience and providing ways to measure it. In January, the company launched its Amdocs CES product portfolio, a suite of integrated, modular customer experience systems designed to aid in the transformation from suppliers of network utilities to purveyors of a digital lifestyle.

Amdocs CES solutions include search and digital advertising; digital commerce, which offers storefront capabilities incorporated into Amdocs' Qpass digital commerce platform; a unified user interface technology for its Smart Client Framework, a next-generation presentation layer for all employee-facing applications; and business process-driven integration and verification.

In April, Amdocs also acquired Jacobs Rimell Ltd., a provider of fulfillment solutions for the broadband cable industry, for $45 million. Amdocs expects this acquisition to help address the fulfillment piece of the customer experience.

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