Additional enterprise solutions now being marketed by Amdocs reportedly can help service providers better support their business customers across the entire customer lifecycle. The solutions are part of Amdocs’ CES portfolio that supports enterprise and residential customers on a single, integrated system.
The Amdocs Enterprise Customer Management solution empowers 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 Amdocs Enterprise Service Fulfillment solution integrates the ordering and fulfillment processes by using the Amdocs enterprise product catalog to help reduce time to market and delivery lead times for complex enterprise services (e.g., a 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 simplify network configuration across all lines of businesses and media types.
Amdocs’ existing customers for enterprise solutions include AT&T, Bell Canada and TELUS. The company cited parts of a recent Frost & Sullivan survey that identified key gaps between business customers’ expectations and the services they receive:
>> 30 percent of enterprise customers reported that order fallout occurred “fairly often”, “very often” or “always.”
>> Only 45 percent of service providers have automated systems to keep track of their contractual commitments regarding order fallout.
>> Dissatisfaction with customer service (59 percent) and technical support (57 percent), the inability to meet contract and SLA terms (57 percent) and recurring order-process problems (52 percent) were cited as the major reasons for enterprise customer churn.