Amdocs said it has added new social care, small- and medium-sized business and “multi-play” capabilities into CES 9.1, the company’s flagship business support systems and operational support systems platform for cable operators and other service providers.
The Social Care piece extends real-time customer care to social network channels, enabling service providers to monitor and respond to customer complaints and improve customer satisfaction, the company said.
The SMB element aims to boost sales to commercial clients by enabling business bundles across communications and value added services (VAS) such as VPN, business and cloud applications.
The Multi-Play component provides a real-time view of the customer across all lines of business, including those delivered over wireless and wireline connections, and a variety of devices (mobile, fixed and even wearable), the company said.
“As far as the end customer is concerned, communication services today are not about the network technology or even the device, it’s about the experience and the lifestyle they enable,” said Rebecca Prudhomme, vice president of product and solutions marketing at Amdocs, in a statement. “Customers expect these services to be social, immediate and to reflect their multiple, daily life personas, without any restrictions as to when and how to consume these services.”
