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News : Communications Service Providers Can Seize the Enterprise Opportunity by Addressing Gaps in Delivery

#contactcenterworld, @Amdocs

Jersey City, NJ, USA, June, 2023 - Communications service providers (CSPs) can unlock growth opportunities in the enterprise market by addressing gaps in delivery and ensuring levels of customer service don't decline after the initial sale and setup phase, according to new research conducted by analyst firm GlobalData on behalf of Amdocs (NASDAQ:DOX), a provider of software and services to communications and media companies.

The Every Move Counts: Enterprise Lessons and Growth Opportunities report found that CSPs outperform other ecosystem players when it comes to understanding and meeting enterprises' unique communications needs, with nearly half (43%) of respondents satisfied with their CSP in this regard. CSPs are also the least likely to be dropped from an enterprise's partner ecosystem.

The findings also indicate that the trust and value placed in CSPs by enterprises can be leveraged to increase revenues outside core communications services, for example through the provision of digital/e-commerce services and network-based value-added services such as cybersecurity and managed IoT.

The research, which gathered responses from decision makers at enterprises of different sizes across North America, Asia-Pacific and Europe, identified five distinct stages of the enterprise customer service lifecycle:

Service exploration
Contracting
Provisioning and implementation
Service performance
Ongoing maintenance and support

Provisioning and implementation - including service orchestration, user/system setup and integration with existing infrastructure -was found to be the most crucial, with 35% of enterprises saying this stage had the greatest impact on their buying experience. Enterprises, however, attached importance to all five stages, underlining the need to take a holistic approach to service delivery and provide an excellent end-to-end enterprise customer experience.

Demonstrating the scale of the challenge, 38% of enterprises said CSPs had failed to deliver on their contracted service at least three times over the past year.

"Our research makes clear that, too often, CSPs aren't meeting enterprises' expectations around customer experience," said Gil Rosen, Chief Marketing Officer at Amdocs. "Such shortcomings could prove costly, with 59% of enterprises stating that incorrect service delivery would prompt them to switch provider, making this the main reason for churn followed by late service delivery (52%). Executing across all five stages of the enterprise customer lifecycle and ensuring an exceptional end-to-end journey will open the door to growth, enabling CSPs to drive new revenues, grow market share and build lasting relationships with enterprise customers."

"To compete against the myriad competitors offering IT and telecommunications solutions to enterprise customers, CSPs must offer a compelling portfolio, but also deliver an excellent experience at every stage of the customer journey," said Andy Hicks, Senior Principal Analyst at GlobalData. "They should invest according to customer requirements and pain points, and develop the ability to reliably and proactively address enterprise needs."

#contactcenterworld, @Amdocs

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.accesswire.com


About Amdocs:
Company LogoAmdocs 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).
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Today's Tip of the Day - Make Self Service A Breeze

Read today's tip or listen to it on podcast.

Published: Monday, June 5, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)
 

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