Amdocs (NYSE: DOX), the leading provider of customer experience systems and services, today announced that Reliance Communications, Indiaâ€˜s third-largest broadband and telecommunications company, has upgraded its Amdocs customer management solution to provide enhanced customer careto its 150 million subscribers.
Reliance has upgraded to Amdocs Customer Management 8.1to increase customer service efficiency while improving customer experience. The new system will include Smart Agent Desktop, aunified 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 reducecustomer call times, increase first-call resolution rates and reduce system maintenance costs.
Ã¢â‚¬Å“With 150 million customers and growing, Reliance requires cost-effective scalability. TheAmdocssystem offersthis across all our lines of business. It will enable us toset the industry benchmark in customer experience by ensuring support calls are handled quickly and consistently, increasing customer loyalty and reducing customer churn,Ã¢â‚¬ said AlpnaJ Doshi, Chief Information Officer - Reliance Group, Chief Executive Officer-Reliance TechServices.
Ã¢â‚¬Å“Service Providers are increasingly looking to make customer interactions more efficient in order to reduce costs while improving the customer experience,Ã¢â‚¬ said Rebecca Prudhomme, Amdocs vice president of product and solution marketing. Ã¢â‚¬Å“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.Ã¢â‚¬
Reliance has been an Amdocs customer since 2002.
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