Consumers Still Value the Human Touch in Telecoms Customer Experience Despite Digitalization, Amdocs Report Finds
18 February 2022 - 12:00AM
The vast majority (85%) of consumers still rate highly-skilled and
knowledgeable contact center and retail store agents as key to an
excellent customer experience from Communications Service Providers
(CSPs) according to new research commissioned by Amdocs (NASDAQ:
DOX), a leading provider of software and services to communications
and media companies.
The Give the Agents Wings report, based on research carried out
for Amdocs by Coleman Parks Research, reveals that despite
digitalization and the growing role of AI and unassisted
self-service channels, decision makers at CSPs see agents as
pivotal to sales growth and brand success.
Agents themselves, however, are often too overwhelmed to provide
the ‘wow’ moments that today’s savvy, demanding, empowered consumer
expects. They say they are being held back by challenges including
the growing number of services on offer (73%), the need to be
knowledgeable across multiple products, platforms and technologies
(62%) and the increase in customer interactions (51%).
Of the 3,000 consumers surveyed for Amdocs across North America,
Europe and Asia-Pacific, 70% said they would likely switch brands
if they were offered better customer service by another
provider.
The publication of the report comes as Amdocs launches a new
cloud-native application designed to enable CSPs’ customer service
agents to provide omnichannel, personalized, streamlined and
efficient support tailored to individual needs.
Amdocs Customer Engagement has been designed with the complex
and multi-tasking nature of today and tomorrow’s agent role in
mind. It allows contact center and retail store agents to manage
all care and commerce aspects of the customer relationship.
Embedded with telco-specific AI/ML capabilities and enhanced
automation, the single, unified and modular application facilitates
key aspects of the customer service agent’s complex and varied
role. It includes speech-to-text tools, enables multi-topic
interactions and multi-channel sessions and helps anticipate
customer needs, identifying the best solution to a query and
exceeding customers’ expectations.
Built on the Amdocs Low-Code Experience Platform to enable easy
customization of the agent experience, the Amdocs Customer
Engagement open architecture integrates with any system and
partner, as well as any internal or external data source. It is
also pre-integrated with Amdocs Commerce & Care Suite and
Amdocs Customer Experience Suite.
“Technology increasingly underpins customer experiences across
the telecom industry, but we cannot discount the power of human
interaction,” said Anthony Goonetilleke, Group President of
Technology and Head of Strategy at Amdocs. “It’s vital that agents,
facing a more diverse set of customer needs, are able to
understand, empathize and deliver personalized solutions that act
as a powerful sales driver and customer experience differentiator.
That’s why we’re so excited to make customer experiences seamless
with the launch of Amdocs Customer Engagement.”
Supporting Resources
- Learn more about Amdocs Customer Engagement
- Keep up with Amdocs news by visiting the company’s website
- Follow us on Twitter, Facebook, LinkedIn and YouTube
About the research
reportResearch for Amdocs’ Give the Agents Wings report
was conducted in summer 2021 by Coleman Parkes Research, an
independent B2B market research agency. The study used a mixed
methodology (phone to web and online surveys) and successfully
surveyed 3,000 consumers, 100 customer relationship management
(CRM) decision makers in Tier 1 telecommunication companies and 150
of their customer agents, across North America, Europe and Asia
Pacific. To gain deeper insights beyond the main survey, five
agents and five CRM decision makers took part in a series of
in-depth interviews. Click here to access the report
About AmdocsAmdocs helps those
who build the future to make it amazing. With our market-leading
portfolio of software products and services, we unlock our
customers’ innovative potential, empowering them to provide
next-generation communication and media experiences for both the
individual end user and enterprise customers. Our 29,000 employees
around the globe are here to accelerate service providers’
migration to the cloud, enable them to differentiate in the 5G era,
and digitalize and automate their operations. Listed on the NASDAQ
Global Select Market, Amdocs had revenue of $4.3 billion in fiscal
2021. For more information, visit www.amdocs.com
Amdocs’ Forward-Looking
StatementThis 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 Amdocs’ filings with the Securities and Exchange
Commission, including in our Annual Report on Form 20-F for the
fiscal year ended September 30, 2021 filed on December 10, 2021,
and our Form 6-K furnished for the first quarter of fiscal 2022 on
February 1, 2022.
Media Contacts
Michael YoudsAmdocs Public RelationsTel: +44 7855 827 038Email:
michael.youds@amdocs.com
Holly AbbottBabel PR for AmdocsTel: +44 (0)7527 521057 Email:
amdocs@babelpr.com / holly.abbott@babelpr.com
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