Under a multi-year services agreement, Amdocs to deliver a single platform for online customer care and commerce, helping Singtel to offer customers an improved and differentiated digital service experience
Amdocs has been selected by Singtel, Asia's leading communications group, for a new business transformation project targeted to replace various legacy and third-party systems with a new, online, self-service and commerce platform that will enable Singtel to offer an improved and differentiated digital service experience to customers in its key markets of Singapore and Australia.
Amdocs was selected as a systems integrator to deliver an integrated platform based on the Amdocs Digital Care and Commerce solution. The solution builds on the company's latest CES 9.3 portfolio release and incorporates several leading third-party solutions, including the latest Web technologies in the areas of content management and delivery, cloud services, analytics, social media integration and search. Amdocs will also deliver testing services including performance and security testing to support the rollout, as well as ongoing application maintenance and support under a multi-year services agreement.
"Whether in person, over the phone or online, we want to make sure that every interaction with our customers is seamless and effortless," said Wu Choy Peng, Group Chief Information Officer, Singtel. "Amdocs is helping us to achieve this vision on the digital front. Its Digital Care and Commerce platform provides a holistic view of all interactions. This would help us to offer our customers a consistent and personalized experience with seamless handover between devices and channels."
"We are proud of Singtel Group's continued trust in us to deliver on their most strategic projects as part of their digital transformation journey to offer a simpler, more intuitive and consistent customer experience across channels, as demanded by customers in the New World of Customer ExperienceTM," said Chris Williams, head of global marketing at Amdocs. "Analysis1 shows that businesses that embrace digital transformation and are able to increase customer engagement on their online channels, will seize more revenue opportunities, operate more efficiently, and be more profitable than their competitors."
This agreement was signed subsequent to the December 2014 contract announcement with Singtel in December 2014. Amdocs was selected for a business transformation project to consolidate Singtel's billing and customer support systems and product catalogs for retail and enterprise customers across all lines of businesses (wireless, wireline, broadband internet and television) and networks (2G, 3G and LTE). The digital transformation project will integrate with the Amdocs billing and customer care solution into one platform, providing a single customer view and a master enterprise-wide catalog for all products and services.
1 MIT center for Digital Business/Cap Gemini Research, 2013
Learn more about the Amdocs Digital Care and Commerce solution
Singtel is Asia's leading communications group providing next-generation communication, infotainment and technology services to consumers and businesses across Asia Pacific. The Group has a presence in Asia, Australia and Africa with over 550 million mobile customers in 25 countries. In Singapore, Singtel's consumer operations delivers a complete and integrated suite of services, including mobile, broadband and TV. Singtel provides a superior customer experience by continually setting new goals in service, quality and innovation.
For more information, visit singtel.com.