Amdocs today launched Amdocs CM 8.1, which the company calls the market's most comprehensive suite of customer management products. Designed to redefine and improve the overall user experience for customer service representatives (CSRs), Amdocs says CM 8.1 increases agent efficiency and productivity with intuitive tools to offer a fast and consistent response to customer inquiries.
Service providers across North America, Europe and Asia are already demonstrating demand with several Amdocs CM 8.1 business wins, the company said.
Amdocs CM 8.1 is designed to provide a simplified and intuitive user interface (UI) for CSRs in contact centers and retail stores (including tablet support); better tools for handling the growing volume of smartphone-related support calls; and process automation for faster order taking.
New functionality and benefits include: Amdocs Customer Interaction Manager 8.1, which the company says can cut average handling time by up to 15 percent and training costs by up to 20 percent; Ordering 8.1, which can reduce agent time for order capture by up to 10 percent and maintain full bundle offerings with new pending order sequencing and a “stuck order" handling tool that automates fixes; Device Care 8.1, which can reduce average handling time of smartphone device-related calls in the call center by up to 20 percent through automated diagnostics and over-the-air updates; and Retail Interaction Manager 8.1, which can cut handling time for in-store orders by up to 50 percent via its tablet-based, task-driven UI that guides the in-store sales representatives.
"With competition for acquiring and retaining customers intensifying, providing a superior customer experience has become a prime differentiator for global service providers," said Mary Wardley, VP, enterprise applications, IDC. "But, providing a seamless, high-quality experience will remain a serious challenge for operators unless they redefine and simplify the user experience for their agents to optimize their current complex and disparate systems and processes."
