Thanks to its deployment of Amdocs CES Customer Management products, more than 1,000 users across Mobiltel’s (M-Tel) contact centers and retail shops can now handle customer interactions more efficiently, better execute marketing initiatives, and offer improved customer service, according to Amdocs. The deployment is part of a larger project encompassing integrated billing, ordering and customer management solutions from Amdocs.
Amdocs also worked with its global strategic partner, SAS, to deliver SAS’ Campaign Management software and integrate it with the Amdocs Customer Management products. Amdocs acted as the prime systems integrator for implementing SAS and Amdocs products, and now provides ongoing product support and maintenance.
“Having Amdocs provide both the products and the system integration services drove a rapid, cost-efficient deployment,” said Alexander Kuchar, chief technology officer at M-Tel. “We’re now able to offer our customers a more compelling and consistent service experience, regardless as to whether they call our contact centers or visit one of our stores.”
The products deployed include Amdocs Smart Agent Desktop and Amdocs Support for better control over every aspect of the service process – from initial customer contact to resolution. The products are built on Amdocs’ Smart Client Framework, which the company says delivers enhanced performance for high-volume contact centers, helping to reduce the handling time of customer service requests and save on operational costs.
By deploying SAS’ Campaign Management software in conjunction with Amdocs Customer Management products, M-Tel will be able to plan and design marketing initiatives and promotions targeted to specific customer segments, and then execute them effectively over multiple channels in order to drive sales.
