Amdocs, a provider of customer experience systems, has revealed that Rogers Communications, a diversified Canadian communications and media company, has upgraded its Amdocs customer management system to Amdocs CES 7.5.
The company claimed that this deployment is the first step in a multi-year transformation project to support Rogers’ quadruple-play offering with integrated Amdocs CES 7.5 products.
The new Amdocs customer management system is expected to allow Rogers to provide a personalised customer experience and improve first-call resolution for wireless, cable and telephony customers across Canada. The system provides customer care agents with the necessary technology to enhance the value of each customer interaction while providing services, the company said.
The Amdocs customer management system built on the company’s smart client framework, which is said to offer improved performance and operational efficiencies.
Amdocs CES (customer experience systems) is an integrated portfolio that reportedly delivers the operating environment service providers needs to transform from providers of utility voice, data and video services into purveyors of the digital lifestyle.
The Amdocs CES Portfolio is expected to leverage the company’s business process practices based on real-world scenarios, and transcend 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.
Jerry Brace, chief information officer of Rogers Communications, said: Amdocs continues to play an important role in helping us deliver on key milestones to support our larger transformational initiatives.
