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Amdocs Looks to Enhance SMB Customer Service with CES 9.1


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January 29, 2014

Amdocs Looks to Enhance SMB Customer Service with CES 9.1

By Mandira Srivastava, TMCnet Contributor

Amdocs, provider of customer experience systems and services, has announced the release of Amdocs CES (News - Alert) 9.1, the company’s latest product for small and medium-sized business (SMB) customer care. The new release is equipped with social care capabilities, as well as multi-play features to allow service providers to give customers control of their experiences across any channel, network, service or device.

The integrated suite aims to help service providers increase customer satisfaction, personalize every interaction based upon real-time insight, and capitalize on new opportunities such as the SMB market and new lines of business.

The new CES 9.1 extends customer care to social network channels with Amdocs (News - Alert) Social Care, allowing service providers to monitor and rapidly respond to customer complaints while improving customer satisfaction and loyalty. Also part of the solution, Amdocs SMB allows service providers to increase SMB sales and market share by enabling business bundles across communications and value added services (VAS) such as VPN, business and cloud applications. Amdocs Multi-Play, meanwhile offers a seamless, real-time view of the customer across all lines of business (such as wireless, wireline, broadband, Pay-TV and cloud services) and all devices (including mobile, fixed and wearable).

Rebecca Prudhomme (News - Alert), vice president of product and solutions marketing at Amdocs said in a statement "Customers expect these services to be social, immediate and to reflect their multiple, daily life personas, without any restrictions as to when and how to consume these services. With the introduction of CES 9.1, Amdocs enables service providers to holistically manage the customer experience, meeting their subscribers' real-time requirements, expectations and needs."

Edited by Blaise McNamee

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