Self-service for consumers

 

In the highly competitive telecoms industry, the ability to deliver an effortless customer service experience becomes a key differentiator. 

The strategic partnership between global customer engagement specialists, [24]7 (www.247-inc.com) has entered into a strategic partnership with Amdocs (www.amdocs.com), a market leader in customer experience solutions aims to deliver an intelligent, personalised customer support across all services channels including as chat, email, voice and web, while reducing the costs and time normally associated with deploying consumer self-service.

 

The combined offering enables service providers to offer consumers an enhanced customer experience across any service channel by integrating Amdocs Customer Care, Omni-Channel Experience and Digital Care and Commerce solutions, with [24]7’s Virtual Agent technology, and [24]7 Speech, which allows consumers to manage their billing needs through phone self-service, including customer service, account balance and payment inquiries.

 

Commenting on the partnership, Scott Horn, Chief Marketing Officer, [24]7 said, “Our partnership with Amdocs enables telecommunications companies to offer powerful self-service options to their customers, and if someone needs to transfer to a live agent, they can do so without losing context. This eliminates the need to repeat information, one of the biggest pain points in customer service.”

 

“To compete in this fast-moving world of intensifying digital lifestyle expectations, service providers need to keep consumers engaged with contextualised and personalised experiences across channels,” added Chris Williams, Head of Global Marketing, Amdocs.  “This joint offering helps providers improve Net Promoter Scores (NPS), reduce costs, reduce Average Handle Time (AHT), and increase revenue through upsell opportunities.”