ST. LOUIS - January 24, 2012 -
Amdocs (NYSE: DOX), the leading provider of customer experience systems, today announced the addition of two new enterprise solutions that enable service providers to better support their business customers across the entire customer lifecycle. The new Amdocs Enterprise Customer Management and Enterprise Service Fulfillment solutions complement Amdocs' existing enterprise charging and billing offering to address the unique requirements of enterprise customers.
- Amdocs Enterprise Customer Management solution empowers enterprise customers to self-manage their accounts; reduces average call handling time; increases first-call resolution; cuts support costs and field service visits; and provides real-time SLA monitoring and alert notification to reduce penalties and improve customer satisfaction.
- Amdocs Enterprise Service Fulfillment solution integrates the ordering and fulfillment processes by utilizing the Amdocs enterprise product catalog to reduce time to market and delivery lead times for complex enterprise services (e.g. multi-site VPN); automates service fulfillment including the ability to amend orders 'in-flight' without interrupting the process; significantly reduces the failure rates common to complex orders; and introduces Amdocs Universal Activator to converge, automate and vastly simplify network configuration across all lines of businesses and media types.
Both solutions support complex business customer hierarchies and vertical industry offerings, offer scalability for high numbers of users and process volumes, and enable service providers to meet stringent service level agreements (SLAs). The new enterprise solutions are part of Amdocs' CES portfolio, and are designed for convergence to support both enterprise and residential customers on a single, integrated system.
"With consumer revenues flattening, service providers are focusing on the enterprise segment to accelerate their business and financial growth," said Dan Colquhoun, Senior Vice President of Customer Research, Frost & Sullivan. "Success will require the deployment of new solutions like those introduced by Amdocs in order to fulfill complex services and differentiate customer service as observed in a recent survey which identified key gaps between business customers' expectations and the services they receive."
The survey, conducted by Frost & Sullivan, highlighted:
- 30 percent of enterprise customers reported that order fallout occurred "fairly often", "very often" or "always".
- Less than half (45 percent) of service providers have automated systems to keep track of their contractual commitments regarding order fallout.
- Dissatisfaction with customer service (59 percent) and technical support (57 percent), the inability to meet contract and SLA terms (57 percent) and recurring order process problems (52 percent), were cited as the major reasons for enterprise customer churn.
"To develop profitable, long-term relationships with enterprise customers, service providers must differentiate their customer experience and provide a service that is tailored to business customers' needs," said Rebecca Prudhomme, Amdocs vice president for product and solutions marketing. "The new Amdocs enterprise solutions enable service providers to efficiently deliver a wider range of offerings to their enterprise customers with greater service quality and the ability to create tailored, vertical market offerings to targeted segments such as finance, education and healthcare customers."
Service providers across APAC, Europe, North, Central and Latin America are already demonstratingdemand for the new solutions. Amdocs' existing customers for enterprise solutions include some of the world's largest service providers including AT&T, Bell Canada and TELUS.
The survey results are based on qualitative surveys of director-level and above executives at 22 Tier-1 and Tier-2 service providers and 100 enterprise businesses across North America, Europe, Central and Latin America. The interviews were conducted from September to October 2011.Supporting Resources
Amdocs is the market leader in customer experience systems innovation. The company combines business and operational support systems, service delivery platforms, proven services and deep industry expertise to enable service providers and their customers to do more in the connected world. Amdocs' offerings help service providers explore new business models, differentiate through personalized customer experiences and streamline operations. A global company with revenue of approximately $3.2 billion in fiscal 2011, Amdocs has over 19,000 employees and serves customers in more than 60 countries worldwide. For more information, visit Amdocs at www.amdocs.com.
Amdocs' Forward-Looking Statement
This 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.
Weber Shandwick for Amdocs