Amdocs CM

Amdocs Customer Management  is the information system of a CM class expected heavy loads and amount of data. Amdocs CM combines solutions for management of customer interaction, client self-service, order management, the system of operational support and also other modules which help to implement the strategy of integrated management of work with clients.

Structure

A system consists of several modules:

• Customer interaction  — a system is intended for optimization of contacts when using all channels of interaction, check and confirmation of customer satisfaction, collecting of all possible customer information allowing to increase sales and cross-sellings.
• Sales  — a system allows to organize all sales cycle in the most optimal way and in general to achieve growth of sales volumes at the expense of online access to necessary information.
• Ordering  — a system completely automates process of orders and allows to trace them accomplishment for all provided products and services.
• Support  — a system allows to increase profitability of services, to optimize resources and to reduce costs for service maintenance at simultaneous increase in its quality that eventually improves customer satisfaction and increases their loyalty.
• Marketing  — use of a system promote receiving the maximum return from marketing activity of the company and cost optimization on its organization, allows to find, increase and hold clients.

The user interface Amdocs CRM is based on Web technologies, but thanks to the "combined" architecture implements transparent interaction with client-server applications.

Amdocs CM 8.1

Amdocs CM 8.1 increases efficiency and performance of sales managers and consultants at the expense of intuitive tools which help to process quicker and more qualitatively client requests. To the solution service providers from North America, Europe and Asia already showed interest. Amdocs CM 8.1 has the simplified and intuitive user interface developed for the staff of call centers and consultants in retail stores (including support of tablet computers), new tools for the solution of the technical issues connected with smartphones, the automated processes of acceptance and order processing.

Functionality and possibilities of the solution:

• Amdocs Customer Interaction Manager 8.1 can reduce holding time by 15%* and training costs of specialists up to 20%*. It is possible due to reduction of number of information screens, support of intuitive algorithms of the solution of technical issues and existence of contextual hints
• Amdocs Ordering 8.1 can reduce time for adoption of the order by 10%* and is intended for management of all package of proposals using management tools by queue of orders and making changes in their status. Besides, the analytical tool of a complete set of the order guarantees that clients will receive only those products and services which are really necessary to them.
• Amdocs Device Care 8.1 reduces time of the solution of the technical issues connected with smartphones on 20%*. It became possible due to use of automatic diagnostics of faults and installation of automatic updates directly on the device. The percent of the solution of technical issues during the first call increases by 30%* at the expense of the intelligent mechanism of diagnostics of faults. The correct setup and configuring of devices and training of buyers reduces return of the smartphones which do not have critical faults on 40%*.
• Amdocs Retail Interaction Manager 8.1 reduces time of adoption of the order in retail store to 50% at the expense of the user-friendly interface intended including for work on tablet computers. The solution also has powerful tools for the analysis and creation of personal offers which increase purchase probability by 20%. Owing to growth of efficiency of consultants in shops the quantity of unnecessary calls to call center decreases by 30%, ordering processes and activation of services also accelerate.