Indian service provider aims to set industry benchmark in customer experience
ST. LOUIS (September 25, 2012) – Amdocs (NYSE: DOX), the leading provider of customer experience systems and services, today announced that Reliance Communications, India’s third-largest broadband and telecommunications company, has upgraded its Amdocs customer management solution to provide enhanced customer care to its 150 million subscribers.
Reliance has upgraded to Amdocs Customer Management 8.1 to increase customer service efficiency while improving customer experience. The new system will include Smart Agent Desktop, a unified desktop for accessing and using multiple, disparate applications and screens. It provides a simplified and intelligent user interface for customer service representatives, presenting relevant customer information with context-sensitive recommendations to guide the agent through the interaction. As a result, Reliance will be able to significantly reduce customer call times, increase first-call resolution rates and reduce system maintenance costs.
“With 150 million customers and growing, Reliance requires cost-effective scalability. The Amdocs system offers this across all our lines of business. It will enable us to set the industry benchmark in customer experience by ensuring support calls are handled quickly and consistently, increasing customer loyalty and reducing customer churn,” said Alpna J Doshi, Chief Information Officer – Reliance Group, Chief Executive Officer-Reliance Tech Services.
“Service Providers are increasingly looking to make customer interactions more efficient in order to reduce costs while improving the customer experience,” said Rebecca Prudhomme, Amdocs vice president of product and solution marketing. “With a simplified user interface, better integration with back-end systems and access to relevant, contextualized information, Amdocs Customer Management 8.1 is designed to reduce call times and system maintenance costs and will translate into reduced operational costs for Reliance.”
Reliance has been an Amdocs customer since 2002.
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About AmdocsAmdocs is the market leader in customer experience systems innovation. The company combines business and operational support systems, service delivery platforms, proven services and deep industry expertise to enable service providers and their customers to do more in the connected world. Amdocs’ offerings help service providers explore new business models, differentiate through personalized customer experiences and streamline operations. A global company with revenue of approximately $3.2 billion in fiscal 2011, Amdocs has over 19,000 employees and serves customers in more than 60 countries worldwide. For more information, visit Amdocs at www.amdocs.com.
Amdocs’ Forward-Looking StatementThis 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, 2011, filed on December 8, 2011 and our quarterly 6-K filed forms furnished on February 2, May 15 and August 16, 2012.
Source: Amdocs
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