Transforming the Telco Contact Center

Telco call centers are under immense strain. Customers now expect fast, personalized support, on their terms, at any hour, through any channel. Yet most operators still rely on structures designed for another era. Manual work, disconnected systems, and hourly billing remain the foundation of many support operations. It’s an approach that doesn’t just fail to meet modern expectations, it actively undermines them.

Amdocs is taking a different path. We’ve designed an AI-powered, telecom-specific contact center model that blends automation, deep domain expertise, and outcome-based pricing. It’s built not around activity, but around accountability. The next generation of agentic agents, AI systems that can complete work, not just answer questions, are expanding what’s possible, from proactive care to fully autonomous resolution.

This new model isn’t outsourcing by another name, it’s a re-engineering of how service gets done. For telecom leaders, that distinction matters.

Why Traditional Call Centers Are Reaching Their Limits

Contact centers have long been the front line of customer experience in telecom, and for decades, they’ve carried the weight of rising complexity. Today, they face a perfect storm of pressures.

Operating costs remain stubbornly high. Running a 24/7 global operation requires massive labor investment, and while traditional outsourcing can trim expenses, it rarely delivers sustained innovation or structural savings.
Customer expectations keep climbing. When issues aren’t resolved the first time, especially those involving billing, connectivity, or device management, trust erodes fast.

Despite digital investments, complexity persists. More services, more devices, and fragmented systems have made agent workflows harder, not easier. And the human cost is real: high attrition, mounting burnout, and growing inconsistency in service quality.

The result is an operational model that forces telcos to trade off between cost and experience, and too often, they lose ground on both.

That’s why Amdocs reimagined the contact center from the ground up, creating an operating system for customer service designed around outcomes. Automation, AI, and telecom fluency work together to reduce friction, lift satisfaction, and lower cost. The result is a model that evolves as fast as the industry itself.

A Unified Model Built for Outcomes

At its core, Amdocs’ approach replaces fragmented, effort-based delivery with unified, outcome-driven operations. The goal isn’t to outsource tasks, it’s to engineer performance.

AI-First Foundation

Automation isn’t an add-on, it’s the backbone. A fully integrated technology stack combines Generative AI, agentic agents, RPA, intelligent IVR, and advanced analytics to simplify every step of the customer journey. Chatbots and voice bots resolve routine queries instantly, RPA bots handle repetitive system updates, and predictive routing ensures customers reach the right channel the first time.

Agent Assist tools guide frontline staff in real time, surfacing insights, suggesting actions, and even drafting summaries, improving both consistency and speed. And with the rise of agentic agents, automation is moving from reactive response to proactive resolution. These systems don’t just answer questions, they act on intent, completing multistep workflows safely within policy constraints. The impact is tangible: higher first-contact resolution, fewer escalations, and an experience that feels seamless across channels.

Telco-Native Expertise

Generic BPO providers can’t match the depth of telecom-specific knowledge that Amdocs brings. With more than three decades inside the industry, across billing, network operations, and compliance, we understand where automation moves the needle. Every implementation begins with mapping real customer journeys, identifying where process redesign, not just new tech, will have the biggest effect. This alignment ensures that automation is embedded in the systems telcos already use, governed by the regulations they must meet, and measured by the outcomes that matter most.

Augmenting Human Talent

Technology amplifies people, it doesn’t replace them. Through a strategic partnership with a leading BPO, Amdocs deploys trained agents operating within this AI-first model. Automated workflows remove routine friction, freeing agents to focus on complex, empathy-driven interactions. Attrition drops, job satisfaction rises, and quality improves, a cycle that compounds value over time.

One Partner, One Accountability

Amdocs owns the entire operation, technology, process, and people, so telcos don’t have to manage a web of vendors or overlapping contracts. Governance is unified, KPIs are transparent, and progress is visible in real time. Everyone is aligned to the same outcomes, measured the same way.

Redefining the Commercial Model

Traditional call center contracts reward effort, not impact. They bill by the minute, the hour, or the headcount. The longer the interaction, the higher the invoice. It’s a structure misaligned with every incentive that drives good experience.

Amdocs flips that logic. We charge for outcomes, resolutions delivered, not hours logged. The model ensures both sides win when efficiency improves.

Here’s how that alignment plays out in practice:

• Built-in Cost Reduction: Baseline pricing is set per interaction, with unit cost declining annually as automation scales. If Year One starts at $2.80 per completed call, cost drops each year without renegotiation.
• Incentive Alignment: Because Amdocs retains margin through efficiency, every gain in automation or process design becomes mutually beneficial.
• Scalability: Costs flex with demand. Volume surges don’t blow budgets, quiet months don’t mean paying for idle capacity.
• Amdocs-Funded Transformation: Many upgrades, from RPA deployment to training, are fronted by Amdocs, then recouped over time through the contract. That accelerates ROI and eliminates upfront risk.
• KPI-Linked Rewards: In select models, part of Amdocs’ fee ties directly to CSAT, NPS, or first-contact resolution. We share accountability for customer outcomes, not just delivery metrics.

The result is a partnership built on performance. Every innovation that shortens handle time, deflects a call, or raises satisfaction benefits both parties.

Automation That Delivers Real Gains

In this model, automation isn’t theoretical, it’s operational.

• AI Chatbots and IVR: Available 24/7, they resolve common issues instantly and pass full context to agents when escalation is needed. One telecom saw a 20 percent drop in inbound calls after deploying a tiered AI chatbot.
• RPA for Efficiency: Bots perform data lookups, updates, and provisioning in parallel, cutting handle times by up to 40 percent.
• Generative AI for Guidance: Live call support tools suggest answers, surface policies, and auto-draft follow-ups, boosting agent productivity by 14 percent.
• Unified Data and Predictive Routing: Integrated systems anticipate intent, routing customers to the right place the first time, achieving up to 98 percent first-touch resolution in some cases.
• Agentic Agents: Beyond assistive AI, these autonomous systems execute full workflows end to end within guardrails, waiving fees, restoring service, or resolving disputes without handoff. Early deployments show double-digit FCR gains and 25 to 40 percent reductions in handle time.

Each layer builds on the next, compounding value across channels. Full orchestration has delivered NPS improvements as high as 35 percent compared to single-channel operations.

Performance That Proves Out

Every engagement is governed by measurable KPIs that track business impact, not vanity metrics.

• First Contact Resolution: Intelligent routing and automation lift FCR beyond 70 percent, cutting repeat calls by up to 30 percent.
• Average Handle Time: GenAI and RPA shorten handle times safely, one client reduced it by 55 percent after system integration.
• Customer Satisfaction and NPS: Faster, more accurate service raised one operator’s NPS by 8 points while cutting resolution time 70 percent.
• Agent Retention: Simplified workflows and assistive AI lowered churn by 22 percent within six months.
• Operational Metrics: AI deflection and routing keep answer times under 30 seconds and abandon rates below 5 percent.

Continuous improvement is embedded in the model. Weekly reviews tackle trends, monthly deep dives address root causes, and quarterly business reviews connect performance to strategic outcomes. Dashboards offer full transparency, every initiative, every gain, visible in real time.

This isn’t performance theater, it’s performance you can track.

From Cost Center to Competitive Edge

Telecom operators face relentless pressure: reduce cost, improve service, and simplify operations, all while managing aging systems and rising expectations. Legacy outsourcing was never designed for this world. It optimizes for labor, not learning.

Amdocs offers a path forward. Our AI-first, telco-native model turns the contact center from a reactive cost burden into a proactive value driver. With outcome-based pricing, innovation is built into the economics. With automation and agentic agents, efficiency becomes scalable. And with one accountable partner, telcos can focus on growth instead of governance.

Those who move first will shape the standard. They’ll capture the cost savings others chase, deliver the experiences customers remember, and free internal teams to focus on what’s next.

Telecom leaders don’t need another vendor. They need a partner who can turn service from a pain point into a differentiator. With Amdocs, you get one team, one contract, and one set of metrics that measure what matters: resolution, satisfaction, and speed.

This is not outsourcing as usual, it’s a smarter way to operate, where you don’t just cut cost, you reclaim competitive advantage.