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News : 7 and Amdocs Deliver Consumer Self-Service for Telecom
London, UK, Sept 9, 2016 -- 7, a global provider in customer engagement solutions, has announced a strategic partnership with Amdocs, a provider in customer experience software for the communications industry, to deliver intelligent, personalised customer support across all service channels including chat, email, voice and web, while reducing the costs and time associated with deploying consumer self-service.
The combined offering enables service providers to offer consumers an enhanced customer experience across any service channel by integrating Amdocs Customer Care, Omni-Channel Experience and Digital Care and Commerce solutions, with 7’s Virtual Agent technology, and 7 Speech, which allows consumers to manage their billing needs through phone self-service, including customer service, account balance and payment inquiries.
"Our partnership with Amdocs enables telecommunications companies to offer powerful self-service options to their customers, and if someone needs to transfer to a live agent, they can do so without losing context. This eliminates the need to repeat information, one of the biggest pain points in customer service." - Scott Horn, chief marketing officer, 7
"To compete in this fast-moving world of intensifying digital lifestyle expectations, service providers need to keep consumers engaged with contextualised and personalised experiences across channels. This joint offering helps providers improve Net Promoter Scores (NPS), reduce costs, reduce Average Handle Time (AHT), and increase revenue through upsell opportunities." – Chris Williams, Head of Global Marketing, Amdocs
Posted by Veronica Silva Cusi, news correspondent
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About 24/7 Customer:
24/7 Customer’s proprietary framework- Customer 360º - an integrated Customer Lifecycle Management (CLM) model extends service solutions that effectively integrate the customer experience across all customer touch points. Customer 360º comprises a portfolio of services that span customer interaction services, back office services and customer analytics.
Amdocs Limited is a provider of software and services for billing, customer relationship management (CRM), operations support systems (OSS). Its traditional clients are telecommunications "Tier-1" and "Tier-2" providers such as AT&T Mobility, AT&T U-Verse, Cable One, Cablevision, Comcast, DirecTV, Jupiter Communications, Sprint-Nextel, T-Mobile, Sensis, Vodafone, Bell Canada, Fido Solutions and Rogers Communications (both of which use the ICM/CRM application). The company also offers outsourced customer service and data center operations. Headquartered in Chesterfield, Missouri, Amdocs has more than 17,000 employees and serves customers in more than fifty countries (the Registered office of the company is in the Island of Guernsey).
Published: Tuesday, September 13, 2016