(Free Press Release) Amdocs (NYSE: DOX), the leading provider of customer experience systems and services, today announced that Sprint, one of North America‘s leading wireless service providers, is deploying Amdocs‘ Smart Agent Desktop in order to enhance its customers‘ experience while giving its customer service representatives (CSRs) a more intuitive, time-saving customer management solution.
Sprint is deploying Amdocs Smart Agent Desktop, one component of Amdocs‘ CES (Customer Experience Systems) product portfolio, to thousands of its CSRs in contact centers worldwide in a phased rollout. Smart Agent Desktop is already providing substantial improvements in front-line productivity metrics, including a reduction in the average time it takes a CSR to handle a call.
For Sprint‘s customers, the new system, along with other improvements, brings with it the expectation of quicker responses, more accurate transactions and fewer repeat calls because Sprint‘s customer care agents are able to resolve more issues on the first contact.
“Sprint is committed to providing the best customer service as shown by the fact that the 2011 American Customer Satisfaction Index showed Sprint is unbeaten among major wireless carriers for customer satisfaction and is the No. 1 most improved U.S. company in customer satisfaction, across 47 industries, over the last three years,” said Peter Campbell, senior vice president Information Technology. “Deploying Amdocs Smart Agent Desktop is a major part of that commitment as we can now provide a consistent, intuitive experience for our call center representatives.”
“Wireless providers today compete not just on network coverage, devices and price, but increasingly on the quality of the customer experience they can consistently deliver,” said Rebecca Prudhomme, vice president of product and solutions marketing for Amdocs. “Designed with a new user interface that dramatically improves the CSR‘s experience, Amdocs Smart Agent Desktop cuts down on training time due to its streamlined desktop and the use of predefined processes to guide the agent. It also makes the agent‘s job easier allowing him or her to concentrate on improving the customer‘s experience.”