This new deployment is part of an existing five-year contract to standardize Telindus’s global customer helpdesk on Amdocs customer management software.
According to Amdocs, its Smart Agent Desktop is a unified agent portal that delivers a 360-degree view of the customer and supports first-contact resolution. Telindus agents can manage purchasing and information requests and service and support queries to better respond to requests.
The company also said that the adaptability of Smart Agent Desktop will allow Telindus to comply more quickly with customer requirements, meet IT infrastructure library objectives, and accelerate its time to market for new services.
Charles Born, vice president of corporate communications at Amdocs, said: Companies that operate globally, such as Telindus, have complex technical needs, and requirements that vary from region to region. Amdocs Smart Agent Desktop has been designed to help organizations support the rapid flow of call center interactions, and engage customers with targeted cross-sell and up-sell opportunities to increase revenue per interaction.