New products can enable Enel to reduce contact center costs and improve call resolution
ST. LOUIS (June 09, 2009) –
Amdocs (NYSE: DOX), the leading provider of customer experience systems, today announced that Enel, Italy’s largest energy provider, has deployed contact center and agent interaction products from Amdocs CES – CRM 7.5. The customer management products will enhance the efficiency and performance of hundreds of contact center agents across the organization, and help Enel to deliver a more personalized customer experience.
Enel selected Amdocs to evolve both its customer service operations and its existing Amdocs customer management system to meet new business challenges in the energy services market. As a result, Enel has deployed Amdocs Smart Agent Desktop solution, an agent portal that provides a unified agent desktop to manage all customer interactions regardless of where the information resides, and supports first-call resolution. Previously, contact agents had to toggle between different applications to respond to a customer, which involved considerable time and the need to replicate information. Amdocs Smart Agent Desktop has enabled Enel agents to respond quickly to purchasing and information requests, and service and support issues, and make recommendations for new services to its customers.
“Enel is getting a clear technology edge with Amdocs CRM, with minimal risk and maximum gain,” said Guido Valle, CRM Project Manager for Enel ICT. “For example, by enabling agents to access multiple systems through a single unified desktop, we’ve already increased our operational efficiency -from significantly reducing average call-handling time and contact center costs, to increasing the number of calls each agent can handle.”
This deployment expands Amdocs longstanding relationship with Enel. Enel is Italy’s largest power company and Europe’s second listed utility by installed capacity. It produces and sells electricity and gas across Europe, North America and Latin America. Further to the acquisition of the Spanish utility Endesa, together with partner Acciona, Enel now has a presence in 22 countries with approximately 83,000 megawatts of generating capacity (on September 30, 2008) and serves more than 52 million power and gas customers.
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, and in our quarterly 6-K furnished on February 9 and May 12, 2009.
Media Contact:
Garland Harwood
Weber Shandwick for Amdocs
Tel: +1-212-445-8373
E-Mail: gharwood@webershandwick.com
Source: Amdocs