Mtel Bulgaria selects Amdocs to Drive Unified Customer Experience and Commerce in the Digital Society

Press Release Jan 30 2018
Amdocs provides Mtel with digital solution enabling commerce and care capabilities across multiple channels

ST. LOUIS - Jan. 30 2018 - Amdocs (NASDAQ: DOX), a leading provider of software and services to communications and media companies, today announced that Mtel, Bulgaria’s leading mobile, fixed, broadband and IPTV services provider, is transforming the digital commerce and care experience of its more than four million subscribers through its 200+ retail stores, call centers. Leveraging the new Amdocs DigitalONE platform, Mtel will gain a 360 degree customer view with intelligence-driven, contextual and tailored customer engagements which will help differentiate the company with today’s digitally savvy consumers.

Mtel is focusing on engagement channels fundamental to addressing growing customer expectations for superior digital experiences that are personalized and engaging.  Built to be open and modular, Amdocs DigitalONE is part of Amdocs’ open and integrated stack of best-in-class offerings for digital enablement of service provider operations from the network layer, all the way up to the customer engagement layer. It will enable Mtel to provide its service agents with an omni-channel, widget-based digital experience that includes visual web representations of the customer in context of where they are on their care and commerce journey.  While presenting a unified view of the customer experience, there are channel-specific applications for customer care agents in retail stores and call centers.

By modernizing its retail engagement capabilities based on Amdocs business process best practices and experience with intelligence-driven customer journeys, Mtel will be able to make changes quickly and easily utilizing its unique build once, deploy many times widget toolkit.  With this enhanced business agility, Mtel can quickly deploy new capabilities to enhance the customer experience across all of its customer engagement channels.

“As we rapidly move towards an increasingly digital society, it is imperative that every company, including Mtel, be diligent in continually investing in and improving its customer care and commerce systems and simplifying and optimizing its business processes,” said Alexander Dimitrov, chief executive officer at Mtel. “Teaming with Amdocs helps us to further accelerate our digital transformation journey and enhance our ability to create outstanding experiences for tomorrow’s massively connected, always-on customers.”

Mtel has built a reputation for driving innovation by remaining laser focused on customer outcomes. For example, Mtel is using design-led thinking from Amdocs that includes conducting focus groups with all its sales representatives and shop managers. These focus groups help Mtel and Amdocs gain a more comprehensive understanding of customer and agent journeys in order to determine how to best automate processes to drive outcomes such as reduced average handling time and increased rate of first time resolution.

“In today’s digital landscape, designing and building new products and services that exceed consumer expectations requires continuous innovation,” said Anthony Goonetilleke, group president, Amdocs Technology.  “Mtel has embraced this continuous innovation strategy and, as a result, is well positioned to produce some of the most exciting experiences for its customers. Moreover, Mtel will improve its business agility by leveraging the powerful 360 degree view it gains of its customers’ journeys and the digitalization of its commerce and care processes across engagement channels.”

Supporting Resources

About Amdocs
Amdocs is a leading software and services provider to the world’s most successful communications and media companies. As our customers reinvent themselves, we enable their digital and network transformation through innovative solutions, delivery expertise and intelligent operations. Amdocs and its 25,000 employees serve customers in over 85 countries. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $3.9 billion in fiscal 2017. For more information, visit Amdocs at

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 markets that it serves, Amdocs’ ability to successfully integrate acquired businesses, 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, 2017 filed on December 11, 2017.

Media Contacts:

Marcel Kay
Amdocs Public Relations
Tel: +44 (0) 208 727 2664

Jenn Headley
Hotwire PR for Amdocs
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