BSS Vendor of the Year, Managed Support Services Vendor of the Year, CEM Innovation of the Year: Amdocs
The year 2012 has been a busy year for Amdocs, which released its Connected Home, M2M and Mobile Payments solutions in the spring. It also announced the first full integration of convergent charging, policy management and the Amdocs service platform.
The platform allows service providers to orchestrate, manage and control rich communication services with an end-to-end solution, covering the full rollout of new services, by defining the relevant policy management rules and correlating charging offers using any payment channel.
The company signed a seven-year agreement with Globe Telecom in the Philippines for the transformation and upgrade of the telco’s business support systems. The objective is to modernize and consolidate Globe’s BSS and data warehouse systems as well as business processes across prepaid and postpaid wireless, wireline and broadband operations. This will enable Globe to manage its customer relationships better across various product offerings within the organization, and provide a new level of personalized customer experience.
Amdocs is delivering multiple products from its CES 8.1 portfolio and will provide upgrades across both Amdocs and related third-party systems. Amdocs’ solutions include convergent charging and billing, customer management, ordering and enterprise-wide product catalog.
Amdocs also is accelerating its managed services business in Asia Pacific. In the region, Amdocs manages nearly 200 million subscribers through its managed services centers in Melbourne, India (multiple centers), Malaysia, Indonesia and the Philippines.
Its Global Strategic Sourcing (GSS) group is a strategic partner for leading service providers, enabling them to accelerate business growth, reduce costs and enhance their customers’ experience. The group provides IT optimization and enhancement services that enable service providers to adapt their systems and processes to changing business and operational needs.
Erwann Thomassain, sales & business leader for APAC for Amdocs’ Customer Management Division, says its “agile and tailored outsourcing solutions” include support for IT infrastructure management and hosting, application management and business process operations (operational and IT-oriented).
GSS group provides a wide range of managed services to support business and operational support systems (BSS/OSS), service delivery platforms (SDPs) and directory publishing for the communications, media and entertainment industry.
Why they won
Amdocs’ smart guidance capabilities deliver context-sensitive advice to call-center agents. Its streamlined user interface has enabled operators to cut an estimated 17 seconds off their average handling time while improving the customer experience. The company won the CEM category for its Smart Agent Desktop.
It manages nearly 200 million subscribers through its managed services centers in Asia Pacific. Its IT optimization and enhancement services have attracted increased attention from telcos looking to adapt their systems and processes to their rapidly changing business and operational needs.
The company continues to deliver cost-efficient business and operational management services by combining flexible financial and delivery models with industry-specific expertise. Its new M2M and cloud-based connected home solutions help telcos quickly move into the connected devices market.