SingTel, Vodafone tap Amdocs for better customer care, network traffic

Staff writer
telecomasia.net

SingTel has chosen Amdocs for a business transformation project in its key markets, Singapore and Australia.

Billing and customer support for retail, enterprise and government customers will be migrated onto a single platform, giving SingTel a holistic view of its customers. This is expected to result in greater customer satisfaction and efficiency in customer engagement and productivity.

Amdocs will deliver a single integrated solution based on its latest customer experience systems product suite (CES 9.2) that will consolidate support across all businesses (wireless, wireline, broadband internet and television) and networks (2G, 3G and LTE).  This will be rolled out over three years.

"With this solution, we will have a single view of the customer relationship and make service recommendations to our customers,” said Wu Choy Peng, group CIO at SingTel.

Also, Vodafone Australia has deployed Amdocs Self-Optimizing Networks (SON) solution to help with the program to improve its 4G coverage and customer experience across Australia.

The solution helps Vodafone to free up 850 MHz spectrum previously used for 3G, so that it can be used for LTE. The 850 MHz spectrum is the most widely supported low-band spectrum currently supported by 4G smartphones and tablets, and provides a superior customer experience with fewer dropped data sessions.

In this deployment, the solution's algorithms have been customized to meet Vodafone’s network spectrum and traffic steering goals.

"The Self-Optimizing Network technology is playing an important role in the deployment of our low-band 850 MHz 4G network," said Benoit Hanssen, CTO of Vodafone Australia.

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