By: Mirit Ashkenazii, Product Marketing Lead, Customer Management, Amdocs
Earlier today, I went to Old Navy’s app to buy some t-shirts and jeans for my son. Immediately upon entering the app, I was asked if I want to visit the nearby store, as there are some promotions that are available only in the store. The app knew where I was and offered me relevant options.
Contrast that with the experience I usually get when I look at my service provider’s site. I see offers that don’t apply to me, and bundled packages that I am not qualified for. To make matters worse, when I start to make a purchase, and then head to the retail outlet to finish the sale, I usually need to start the process with the salesperson from the beginning.
The tragedy of all this is that my service provider should be intimately familiar with me. They know where I live, the type of plan I have, and since I have been with them for several years, they should also have some insight into the types of bundles that appeal to me. And yet, based on my online experience, it is quite obvious that service providers need to step up their digital game plan, and create experiences that are both personalized and reach out beyond the channel of our initial interaction.
These digital miscues undermine the customer experience, and at Amdocs, we’re determined to help service providers reimagine the customer’s online and retail shopping experience. With today’s launch of CES 10, we’ve extended digital commerce and care capabilities into the retail channel, as channel hop in the digital era should be consistent between assisted and unassisted channels. We’ve added advanced commerce flows, for new customer acquisitions, device comparison, bundles and plans, and more. And we’ve built in enhanced retail engagement with support for store appointment, inventory reservation and the ability to resume orders created in other channels. But creating this omni channel experience is only part of what we’re offering with CES 10.
Amdocs Digital Care and Commerce and our Retail Experience solutions also add an unprecedented degree of personalization and business agility to the service provider. Your customers will see dynamic prices for products and services, while they are building their own bundles, through our adaptive and agile digital merchandising platform.
This telecom-specific promotion engine integrates with big data analytics, so your customers will enjoy promotions which are relevant for them, and timely contextual. Leveraging promotions based on customer profile insight and on online behavior analytics set a new bar in personalization / takes personalization to the next level , This means right time and personalized promotions, so that they will always get offers that are relevant to who they are, what they need and how they behave.
-end-
About Amdocs
Amdocs is the market leader in customer experience software solutions and services for the world’s largest communications, entertainment and media service providers. Our portfolio powers The New World of Customer Experience™, where a wide array of innovative and personalized services are delivered seamlessly to end users, regardless of device or network. For more than 30 years, Amdocs solutions, which include BSS, OSS, network control and optimization, coupled with our professional and managed services, have accelerated business value for our customers by streamlining complex operating environments, reducing costs and speeding time to market for new products and services. Amdocs and our more than 24,000 employees serve customers in over 90 countries. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $3.6 billion in fiscal 2015.
Amdocs: Embrace Challenge, Experience Success.
For more information, visit Amdocs at www.amdocs.com
Issued on behalf of Amdocs by SPARK Communications
For more information, please contact:
Amornpan Tungarat (Jan), Sikkhawan Chotpradit (Gift)
Spark Communications
Tel: 02 653 2717-9
Fax: 02 653 2720
jant@spark.co.th; gift@spark.co.th
