Amdocs and Frost and Sullivan survey confirms that online customer interaction has never been more important, with service providers looking hard to find ways to cut costs, while still improving revenues
ST. LOUIS (February 05, 2009) –
Amdocs (NYSE: DOX), the leading provider of customer experience systems (CES), today announced new enhancements to its CES 7.5 self-service software in the areas of e-commerce and e-billing. The company also announced the availability of the Amdocs E-Billing Start Pack, which combines self-service e-billing software with product-specific implementation services. This announcement reflects Amdocs’ continued investment in its self-service offering to address the needs of service providers in today’s difficult business environment to dramatically lower costs, while growing revenue and delivering a better customer experience.
As all service providers today understand, selling and acquiring new customers online is one of the best ways for them to drive revenue growth at a lower total cost. A recent report by Forrester Research 2 found that acquiring new customers via the Web is less than one-third of the cost of acquiring customers via other channels.
Amdocs now offers an advanced online shopping cart to ensure a simplified and consistent online purchasing experience, even when choosing complex communications service bundles and digital goods. This simplified experience will encourage consumers to turn their web shopping and browsing into more web purchases. Already adopted as the e-commerce platform for one of North America’s largest service providers, the shopping cart is based on the most modern Web 2.0 technologies and business processes. For example, it offers an interface that enables customers to view the complete purchasing process on one screen, making the shopping experience much easier to understand, use and trust.
In addition, Amdocs’ e-billing software has been enhanced to allow faster updates to the billing information end-users can view. Combining this software with product-specific implementation services, Amdocs is also introducing the Amdocs E-Billing Start Pack to enable service providers to deploy the Amdocs’ e-billing software in less time and at a lower cost. E-billing is one of the most important transactional applications for self-service users, and helps service providers further reduce costs by allowing customers to self-manage their bills and service status online.
“Our recent survey, conducted together with Frost & Sullivan 1, confirmed that online customer interaction has never been more important, with service providers looking hard to find ways to cut costs, while still growing revenues,” said Michael Couture, Head of Global Marketing at Amdocs. “Self-service is one aspect of online and mobile portals that Amdocs is investing in to help service providers improve their profits and retain their most valuable customers. The fact that we can cost-effectively deliver both the software and services associated with e-commerce and e-billing adds maximum value to our customers.”
A Gartner 3 2008 market share study reported that Amdocs has the highest worldwide market share among vendors that provide their own product and services in the online care and self-service domain. Amdocs Self-Service deployments worldwide process 12 million billing transactions per month and support over 50 million registered self-service users. Within the Amdocs CES portfolio, Self-Service is part of the Amdocs Interactive offerings, which also include solutions for digital commerce, personalized portals, and partner collaboration such as open, online application development stores.
1Amdocs and Frost & Sullivan: “What’s Really Happening with Self-Service” by Dan Colquhoun (Frost & Sullivan) and Stephen Krajewski (Amdocs), October 2008.
2Forrester Research: “The Cost of eBusiness Operations and Customer Acquisition”, June 4, 2008, page 9.
3Gartner: “Market Share: Telecom Operations Management Systems, Worldwide, 2006-2007” by Martina Kurth, Kamlesh Bhatia and Norbert Scholz, May 2008, Table 4-3.
About Amdocs CES
Amdocs CES (customer experience systems) is an integrated portfolio that delivers the operating environment service providers need to transform from providers of utility voice, data and video services into purveyors of the digital lifestyle. Amdocs CES allows providers to deliver an optimal customer experience–personalized, participatory and timely across any service, location and device. The Amdocs CES Portfolio leverages Amdocs business process best practices based on real-world scenarios, and transcends traditional business support systems (BSS), operational support systems (OSS) and service delivery platforms (SDPs) to enable service providers to address both current and emerging customer experience business processes. Amdocs’ unique business model focuses on enabling its customers to create differentiation and build brand, loyalty, profitability and competitive leadership. Please visit www.amdocs.com/cesportfolio for more information.
About Amdocs
Amdocs is the market leader in customer experience systems innovation, enabling world-leading service providers to deliver an integrated, innovative and intentional customer experienceTM at every point of service. Amdocs provides solutions that deliver customer experience excellence, combining the software, services and expertise to help its customers execute their strategies and achieve service, operational and financial excellence. A global company with revenue of $3.16 billion in fiscal 2008, Amdocs has more than 17,000 employees and serves customers in more than 50 countries around the world. For more information, visit Amdocs at www.amdocs.com.
Amdocs Forward-Looking Statement
This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs’ growth and business results in future quarters. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general economic conditions, Amdocs’ ability to grow in the business segments it serves, adverse effects of market competition, rapid technological shifts that may render the Company’s products and services obsolete, potential loss of a major customer, our ability to develop long-term relationships with our customers, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future, however the Company specifically disclaims any obligation to do so. These and other risks are discussed at greater length in the Company’s filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2008, filed on December 8, 2008.
Media Contact:
Garland Harwood
Weber Shandwick for Amdocs
Tel: +1-212-445-8373
E-Mail: gharwood@webershandwick.com
Amdocs
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Chesterfield, MO 63017
USA
www.amdocs.com
Source: Amdocs