St. Louis, MO, USA Feb. 4, 2020 -- Amdocs (NASDAQ: DOX), a provider of software and services to communications and media companies, announced that Vodafone Spain will use Amdocs’ digital engagement capabilities to unify its customer journeys across multiple online channels for quick and more personalized experiences. Through this project, Amdocs has enabled Vodafone Spain to understand its customer journeys across all assisted and unassisted touch-points of the digital business, including SMS, Facebook, Twitter, website and in-app interactions.
By partnering with Amdocs and NICE inContact, Vodafone Spain can now better understand its customers and the context of all interactions.
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Pedro García Navarro, HO. Tribe IT Digital Software Engineering at Vodafone Spain, said that: "As part of our digital-first strategy, we needed a platform that would enhance the customer journey, improve the efficiency of our customer service agents and be scalable. An important part of this project was to unify all of our digital communications within a short space of time. Partnering with Amdocs and NICE inContact has enabled us to integrate all of our digital channels so that we can provide a more consistent level of customer care based on our now more comprehensive knowledge of the customer’s journey across the entire digital ecosystem."
Gary Miles, chief marketing officer, at Amdocs, said that: "More and more service providers are rolling out digital-centric self-care based on intuitive solutions for enhanced customer interactions and smart journeys. Working hand-in-hand with Vodafone Spain, we were delighted to be able to deploy this solution in a swift time-frame and enable them to achieve immediate business value."
Paul Jarman, NICE inContact CEO, said: "Over the past eight years we have seen that consumers increasingly want to use modern digital channels, such as Facebook or mobile apps to engage with brands. With Amdocs, we have built a close integration layer, that enables brands to provide seamless digital-first omnichannel experiences and improve overall productivity."
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).
About Vodafone Spain:
Established in 1994 to operate in the Turkish mobile telecommunications sector, Vodafone Group became a mobile operator under the name Vodafone Telekomünikasyon A.Ş. on May 24, 2006. Now the second largest mobile operator in Turkey, Vodafone has 18,000,000 subscribers. As England's first GSM carrier, Vodafone made the first mobile phone call on Jan. 1 1985. Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings.
Published: Thursday, February 6, 2020
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