Amdocs launches Customer Management 8.1
Amdocs has launched Amdocs Customer Management 8.1(CM 8.1), Designed to redefine and improve the overall user experience for customer service representatives (CSRs), Amdocs CM 8.1 increases agent efficiency and productivity with intuitive tools.
Amdocs CM 8.1 provides a simplified and intuitive user interface (UI) for CSRs in contact centers and retail stores (including tablet support); better tools for handling the growing volume of smartphone-related support calls; and process automation for faster order taking.
Mary Wardley, VP, Enterprise Applications, IDC said, "With competition for acquiring and retaining customers intensifying, providing a superior customer experience has become a prime differentiator for global service providers. But, providing a seamless, high-quality experience will remain a serious challenge for operators unless they redefine and simplify the user experience for their agents to optimize their current complex and disparate systems and processes."
Rebecca Prudhomme, VP, Product & Solutions Marketing, Amdocs said, "Improving the customer experience does not have to come at the expense of increasing support costs. With a simplified user interface, better integration with back-end systems and access to relevant, contextualized information when they need it, Amdocs CM 8.1 enables CSRs in all assisted channels to provide a superior customer experience. This translates into reduced operational costs for the service provider."
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