Amdocs' Customer Engagement Platform embeds collaboration and productivity directly into workflows. Built-in integration with Microsoft Teams, Outlook, and productivity tools enables seamless collaboration across sales, care, and service teams. AI agents automate summaries, next-best actions, and follow-ups, reducing manual effort and context switching. This human-and-AI mesh improves employee efficiency, decision-making, and consistency across B2C and B2B engagement.

The Customer Engagement Platform is a telecom-specific CRM solution co-engineered by Amdocs and Microsoft at the R&D level. It combines Microsoft Dynamics 365 and Azure with Amdocs' telco-grade data models, processes, and AI agents. Exclusively available through Amdocs, the platform embeds collaboration tools like Teams, supports B2C and B2B at scale, and delivers a cloud-native, purpose-built alternative to generic CRM platforms.

Amdocs' Customer Engagement Platform enables a human-and-AI operating model where AI agents and employees work together across the customer lifecycle. Agentic AI handles analysis, recommendations, and automation, while human agents focus on high-value engagement. Shared context, embedded collaboration tools, and telco-aware AI ensure efficient, guided, and scalable operations across marketing, sales, commerce, and care.

Yes. Amdocs' Customer Engagement Platform enables start-anywhere, continue-anywhere journeys for both customers and agents. Shared, real-time context flows seamlessly across digital, assisted, and self-service channels, allowing interactions to move effortlessly between touchpoints. AI agents and agentic orchestration preserve intent, history, and next-best actions, ensuring continuous, personalized experiences across B2C and B2B customer journeys.

Amdocs' Customer Engagement Platform supports incremental modernization. Its modular, cloud-native, and composable architecture allows CSPs to modernize specific journeys, channels, or functions at their own pace. Open APIs and AI-driven agents enable coexistence with legacy systems, reducing risk while delivering faster time-to-value across B2C and B2B customer engagement.

Yes. AI within Amdocs' Customer Engagement Platform is telco-specific and lifecycle-aware, understanding telecom rules, product states, eligibility, pricing constraints, and service dependencies. Powered by agentic AI agents and the aOS Cognitive Core, it operates within governed telco logic, ensuring recommendations, automation, and actions are accurate, compliant, and aligned to real-world B2C and B2B telecom processes

Yes. Amdocs' Customer Engagement Platform is designed to manage in-life changes, such as upgrades, downgrades, add-ons, suspensions, and replacements, without breaking customer journeys. Telco-specific AI agents understand lifecycle states, dependencies, and entitlements, enabling seamless, continuous experiences across channels. Shared context and agentic orchestration ensure changes are handled consistently across marketing, commerce, care, and billing for both B2C and B2B customers.

Amdocs' Customer Engagement Platform is designed to show value quickly through modular deployment, pre-integrated telco journeys, and configuration-led tooling. CSPs can launch targeted use cases in weeks, not months, modernizing incrementally while delivering immediate CX and efficiency gains. AI agents and low-code orchestration accelerate adoption, enabling faster time-to-value across B2C and B2B customer engagement.  PLDT launched customer service and case management on the platform and achieved a 27-point NPS increase in just six weeks for a targeted use case.

Amdocs supports B2B and complex enterprise selling through a telco-specific Customer Engagement Platform designed for multi-party, multi-service sales cycles. It combines CPQ, catalog-driven commerce, order orchestration, and AI agents to manage complex pricing, SLAs, and lifecycle changes. Agentic AI guides sales teams with contextual recommendations, enabling faster, more accurate enterprise deals across B2B and partner ecosystems.

Unlike generic CRM platforms, Amdocs' Customer Engagement Platform is purpose-built for telecom complexity. It natively understands telco products, pricing, lifecycle states, and in-life changes across B2C and B2B. Embedded AI agents operate within telco rules, enabling end-to-end journeys across commerce, care, billing, and fulfillment, without heavy customization, fragmented data models, or brittle integrations.