Consumers Still Appreciate the Human Touch in Telco CX, Says Amdocs


According to a new study commissioned by Amdocs.

the Give agents wings The report, based on research conducted for Amdocs by Coleman Parks Research, finds that despite digitalization and the growing role of AI and unattended self-service channels, CSP decision makers view agents as critical to growth sales and brand success.

Agents themselves, however, are often too busy to deliver the “wow” moments expected by today’s savvy, discerning, and empowered consumers. They say they are being held back by challenges such as the growing number of services offered (73%), the need to be knowledgeable about multiple products, platforms and technologies (62%), and increased customer interactions ( 51%).

Of the 3,000 consumers surveyed for Amdocs in North America, Europe and Asia-Pacific, 70% said they would likely switch brands if another provider offered them better customer service.

The release of the report comes as Amdocs launches a new cloud-native application designed to enable CSP customer service agents to deliver omnichannel, personalized, streamlined and efficient support tailored to individual needs.

Amdocs Customer Engagement was designed with the complex, multi-tasking nature of the agent role of today and tomorrow in mind. It enables agents in contact centers and retail stores to manage all the business and care aspects of the customer relationship.

Incorporating carrier-specific AI/ML capabilities and enhanced automation, the single, unified, modular application facilitates key aspects of the complex and varied role of the customer service agent. It includes text-to-speech tools, enables multi-topic interactions and multi-channel sessions, and helps anticipate customer needs, identifying the best solution to a query and exceeding customer expectations.

Built on the Amdocs Low-Code Experience Platform to enable easy customization of the agent experience, the open Amdocs Customer Engagement architecture integrates with any system and partner, as well as any any internal or external data source. It is also pre-integrated with Amdocs Commerce & Care Suite and Amdocs Customer Experience Suite.

Anthony Goonetilleke, Group President of Technology and Chief Strategy Officer at Amdocs
It’s critical that agents, faced with a more diverse set of customer needs, are able to understand, empathize, and deliver personalized solutions that act as a powerful sales driver and customer experience differentiator. That’s why we’re excited to make the customer experience seamless with the launch of Amdocs Customer Engagement.


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