#contactcenterworld, @Amdocs, @BT
St. Louis, MO, USA, May 18, 2021 -- Amdocs (NASDAQ: DOX), a provider of software and services to communications and media companies, and BT, a communications services company, announced that in addition to their existing multi-year managed services agreement, BT has implemented Amdocs’ and Lightico’s real-time digital interaction platform across its contact centers, to enable business operations to be conducted digitally and remotely in the cloud. The platform is designed to allow BT’s customers to conduct self-care and sign contracts online, alleviating the need for customers to physically visit BT stores, and drive towards a seamless digital society.
Through the project, BT has digitized its sales systems, removing paperwork for customers purchasing via BT’s website and enabling BT to bring greater choice, faster time to market and improved flexibility.
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Paul Greig, director of Contact Centre Sales at BT and EE, said: "The solution has been remarkable in terms of driving both compliance and business benefits. Following the quick and simple integration, we’ve seen a remarkable uptick in our sales and a step-change in our compliance abilities. The Amdocs and Lightico solution drives ROI and improves our day-to-day interactions for our customers and advisers, making it easier to continue improving business operations during times when customers are unable to visit us in-store. Partnering with Amdocs and Lightico enables us to digitize and accelerate customer interactions across the board, and we are proud to be able to provide the seamless digital experience our customers expect, while empowering our teams to better serve them."
"Organizations that focus on customer experience outperform the market by a significant margin," said Anthony Goonetilleke, group president of Media, Network and Technology, Amdocs. "Together with Lightico, we are enabling BT to provide completely digital and compliant customer journeys from wherever their customers feel most comfortable. Working hand-in-hand with BT, we are enriching customer interactions on critical business processes and are proud to be driving significant business value for millions of BT customers across multiple channels."
Posted by Veronica Silva Cusi, news correspondent
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).
BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all UK customers, network services and solutions for communication companies, worldwide business solutions, internet services, and advanced research and technology.
Published: Thursday, May 20, 2021
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