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Amdocs Enhances Multi-Play Smart Pack Offering More Effective Customer Support

Amdocs (News - Alert), a provider of customer experience systems, announced enhancements to its Amdocs Multi-Play Smart Pack solution.

Through these enhancements, the company hopes to strengthen customer support capabilities, improve operational efficiencies and allow greater flexibility for mid-tier and independent cable TV operators.

Offered as part of Amdocs CES (News - Alert) portfolio, Smart Pack is a comprehensive multi-play customer care and billing solution that enables robust support for video services, high-speed Internet and telephony.

“The enhanced Amdocs Multi-Play Smart Pack solution streamlines the ordering process for multiple lines of business and allows CSRs to efficiently handle all customer activity, from the call center to customer web-based self care,” said Brian Shepherd, group president and head of global marketing at Amdocs, in a statement.

Smart Pack, according to Shepherd, gives multi-play service providers the foundation they need to create a superior customer experience and to tap into new revenue streams by easily adding new lines of business such as voice-over-IP or IPTV (News - Alert).

The new Smart Pack includes Amdocs Smart Agent Desktop that provides customer service representatives (CSRs) with one 360-degree view of the customer and context-sensitive guidance during the call. By reducing the number of mouse clicks and training time, the solution enables service reps to handle customer calls more quickly and efficiently.

Another feature added to Smart Pack is Smart Tabs. This tabbed ordering design gives users the flexibility to create and configure their own tabs based on specific order needs and processes.  The tabbed ordering sequence is configurable and allows for insertion of third-party tabs to participate in the ordering process within the same transaction.

Lastly, the Smart Pack also includes new order entry controls and prospect entry. The new order entry controls enable CSRs to manage not only the order in which data is entered, but also what data panels to display on screen. Prospect entry enables operators to simply and easily save prospect information on new or existing customers. It creates “to do” action items, and follow up on prospects and service offer quotes at a later date.  

Back in May, Amdocs announced that it has won the prestigious 2011 AT&T (News - Alert) Supplier Award in recognition of its dedication to excellence and support of AT&T’s affiliates.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Jennifer Russell