Amdocs is introducing two new enterprise solutions designed to help service providers better support their business customers across the entire customer lifecycle. The company says its new Enterprise Customer Management and Enterprise Service Fulfillment solutions complement its existing enterprise charging and billing offering to address the unique requirements of enterprise customers.
Amdocs Enterprise Customer Management solution allows enterprise customers to self-manage their accounts; reduces average call handling time; increases first-call resolution; cuts support costs and field service visits; and provides real-time SLA monitoring and alert notification to reduce penalties and improve customer satisfaction, the company said.
Amdocs Enterprise Service Fulfillment solution integrates the ordering and fulfillment processes by utilizing the Amdocs enterprise product catalog to reduce time to market and delivery lead times for complex enterprise services such as multi-site VPN; automates service fulfillment including the ability to amend orders 'in-flight' without interrupting the process; significantly reduces the failure rates common to complex orders; and introduces Amdocs Universal Activator to converge, automate and vastly simplify network configuration across all lines of businesses and media types.
Both solutions support complex business customer hierarchies and vertical industry offerings, offer scalability for high numbers of users and process volumes, and enable service providers to meet stringent service=level agreements (SLAs). The new enterprise solutions are part of Amdocs' CES portfolio, and are designed for convergence to support both enterprise and residential customers on a single, integrated system.
"With consumer revenues flattening, service providers are focusing on the enterprise segment to accelerate their business and financial growth," said Dan Colquhoun, SVP of customer research, Frost & Sullivan. "Success will require the deployment of new solutions like those introduced by Amdocs in order to fulfill complex services and differentiate customer service as observed in a recent survey which identified key gaps between business customers' expectations and the services they receive."