Mtel Bulgaria selects Amdocs to Drive Unified Customer Experience and Commerce in the Digital Society
30 January 2018 - 10:00PM
Amdocs (NASDAQ:DOX), a leading provider of software and services to
communications and media companies, today announced that Mtel,
Bulgaria’s leading mobile, fixed, broadband and IPTV services
provider, is transforming the digital commerce and care experience
of its more than four million subscribers through its 200+ retail
stores, call centers. Leveraging the new Amdocs DigitalONE
platform, Mtel will gain a 360 degree customer view with
intelligence-driven, contextual and tailored customer engagements
which will help differentiate the company with today’s digitally
savvy consumers.
Mtel is focusing on engagement channels fundamental to
addressing growing customer expectations for superior digital
experiences that are personalized and engaging. Built to be
open and modular, Amdocs DigitalONE is part of Amdocs’ open and
integrated stack of best-in-class offerings for digital enablement
of service provider operations from the network layer, all the way
up to the customer engagement layer. It will enable Mtel to provide
its service agents with an omni-channel, widget-based digital
experience that includes visual web representations of the customer
in context of where they are on their care and commerce
journey. While presenting a unified view of the customer
experience, there are channel-specific applications for customer
care agents in retail stores and call centers.
By modernizing its retail engagement capabilities based on
Amdocs business process best practices and experience with
intelligence-driven customer journeys, Mtel will be able to make
changes quickly and easily utilizing its unique build once, deploy
many times widget toolkit. With this enhanced business
agility, Mtel can quickly deploy new capabilities to enhance the
customer experience across all of its customer engagement
channels.
“As we rapidly move towards an increasingly digital society, it
is imperative that every company, including Mtel, be diligent in
continually investing in and improving its customer care and
commerce systems and simplifying and optimizing its business
processes,” said Alexander Dimitrov, chief executive officer at
Mtel. “Teaming with Amdocs helps us to further accelerate our
digital transformation journey and enhance our ability to create
outstanding experiences for tomorrow’s massively connected,
always-on customers.”
Mtel has built a reputation for driving innovation by remaining
laser focused on customer outcomes. For example, Mtel is using
design-led thinking from Amdocs that includes conducting focus
groups with all its sales representatives and shop managers. These
focus groups help Mtel and Amdocs gain a more comprehensive
understanding of customer and agent journeys in order to determine
how to best automate processes to drive outcomes such as reduced
average handling time and increased rate of first time
resolution.
“In today’s digital landscape, designing and building new
products and services that exceed consumer expectations requires
continuous innovation,” said Anthony Goonetilleke, group president,
Amdocs Technology. “Mtel has embraced this continuous
innovation strategy and, as a result, is well positioned to produce
some of the most exciting experiences for its customers. Moreover,
Mtel will improve its business agility by leveraging the powerful
360 degree view it gains of its customers’ journeys and the
digitalization of its commerce and care processes across engagement
channels.”
Supporting Resources
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About Amdocs
Amdocs is a leading software and services provider to the
world’s most successful communications and media companies. As our
customers reinvent themselves, we enable their digital and network
transformation through innovative solutions, delivery expertise and
intelligent operations. Amdocs and its 25,000 employees serve
customers in over 85 countries. Listed on the NASDAQ Global Select
Market, Amdocs had revenue of $3.9 billion in fiscal 2017. For more
information, visit Amdocs at www.amdocs.com.
Amdocs’ Forward-Looking Statement
This press release includes information that constitutes
forward-looking statements made pursuant to the safe harbor
provision of the Private Securities Litigation Reform Act of 1995,
including statements about Amdocs’ growth and business results in
future quarters. Although we believe the expectations reflected in
such forward-looking statements are based upon reasonable
assumptions, we can give no assurance that our expectations will be
obtained or that any deviations will not be material. Such
statements involve risks and uncertainties that may cause future
results to differ from those anticipated. These risks include, but
are not limited to, the effects of general economic conditions,
Amdocs’ ability to grow in the business markets that it serves,
Amdocs’ ability to successfully integrate acquired businesses,
adverse effects of market competition, rapid technological shifts
that may render the Company's products and services obsolete,
potential loss of a major customer, our ability to develop
long-term relationships with our customers, and risks associated
with operating businesses in the international market. Amdocs may
elect to update these forward-looking statements at some point in
the future; however, the Company specifically disclaims any
obligation to do so. These and other risks are discussed at greater
length in the Company's filings with the Securities and Exchange
Commission, including in our Annual Report on Form 20-F for the
fiscal year ended September 30, 2017 filed on December 11,
2017.
Media Contacts:
Marcel KayAmdocs Public RelationsTel: +44 (0) 208 727
2664E-mail: marcel.kay@amdocs.com
Jenn HeadleyHotwire PR for AmdocsTel: +1 (212) 897-2156E-mail:
jennifer.headley@hotwireglobal.com or AmdocsUS@hotwirepr.com
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