ST. LOUIS - March 22, 2012 - Amdocs, the leading provider of customer experience systems, today announced the results of a global survey that highlights the critical business importance of effective self-service channels for resolving customer issues. The survey, conducted by leading analyst firm, Coleman Parkes, highlights a massive opportunity for service providers to reduce call center costs and to improve customer experience by creating a more complete, consistent and accessible self-service capability, while leveraging customer insight to proactively prevent and eliminate calls.
Key survey findings:
"We are seeing a major shift in customer behavior," said Ian Parkes, Director and Co-Founder at Coleman Parkes. "Consumers prefer to seek answers to common questions through online resources. However, many end users believe service providers’ online services cannot solve their problems, so they gravitate back to the call center. There is a clear opportunity for service providers to take control of the experience and to reduce costs."
"The proliferation of smartphones and services pose a growing support challenge for service providers as new owners struggle to understand device features, services and plans. Service providers are increasingly focused on providing simple, intuitive and proactive service capabilities, while examining strategies for becoming more proactive," said Rebecca Prudhomme, vice president of product marketing for Amdocs. "By monitoring and analyzing real-time customer information, service providers can deflect calls, which will simplify the customer experience while reducing call center volumes considerably."
The survey, conducted by Coleman Parkes, analyses the results of questionnaires completed by 2,900 smartphone users between the ages of 18-40 across North America, UK, Asia Pacific and Central and Latin America in January 2012.
About AmdocsFor 30 years, Amdocs has ensured service providers’ success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control product portfolio with value-driven professional services and managed services operations. With revenue of $3.2 billion in fiscal 2011, Amdocs and its over 19,000 employees serve customers in more than 60 countries.
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Amdocs’ Forward-Looking StatementThis press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs’ growth and business results in future quarters. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general economic conditions, Amdocs’ ability to grow in the business segments it serves, adverse effects of market competition, rapid technological shifts that may render the Company’s products and services obsolete, potential loss of a major customer, our ability to develop long-term relationships with our customers, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future, however the Company specifically disclaims any obligation to do so. These and other risks are discussed at greater length in the Company's filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2011, filed on December 8, 2011 and our Form 6-K furnished for the first quarter of fiscal 2012 on February 2, 2012.
Michael ZemaWeber Shandwick for AmdocsTel: +1-212-445-8181 E-Mail: firstname.lastname@example.org