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Summary

At the TM Forum Live event earlier this month, Amdocs announced the release of its CES 9.3 portfolio, including new solutions and enhancements across online commerce, billing, and analytics, as well as major improvements to increase telcos’ operational efficiency. Amdocs’ latest release offers telcos the necessary building blocks to undergo a digital transformation, with a focus on personalizing the customer experience across multiple channels.

CES 9.3 focuses on a personalized, omnichannel experience and operational efficiency

Amdocs recently announced a new version release in its latest portfolio, CES 9.3, a tool it says is designed to “address the challenges and new requirements service providers face on the journey into the New World of customer experience.” Amdocs is averaging a new release every eight months, and this launch makes it clear that the firm hopes to position itself as the vendor of choice for telcos undergoing a digital transformation. Amdocs CES 9.3 features a series of solutions and enhancements that enable telcos to simplify in-house processes to respond to events at the same speed as their OTT peers. The end result of this transformation must be an agile business that provides a personalized customer experience across multiple (and evolving) channels.

The Amdocs CES 9.3 portfolio looks to provide telcos with the necessary tools to create a personalized customer experience across multiple channels. Key enhancements to the portfolio include the integration of Amdocs’ recently expanded big-data analytics offering. This integration enables telcos to extract customer insight from multiple sources and use it to generate timely offers based on customer behavioral patterns and buying preferences, which is key to increasing ARPU and improving customer loyalty.

The portfolio’s analytics capabilities couple well with the enhancements made to the Amdocs commerce solution, which now allows telcos to quickly create and sell multiplay services to existing and potential customers across all online channels. Other enhancements to its omnichannel solutions include an interactive HTML email bill and multichannel bill capabilities. This new solution affords telco customers the ability to easily access bill information and drill down into usage and charges in both online and offline modes.

In addition to these customer-facing enhancements, CES 9.3 makes several operational improvements. Amdocs says CES 9.3 shortens billing cycles, increases system scalability, has cross-site recovery processes, offers new tools for optimizing configuration processes and new workflow management capabilities, and can orchestrate complex enterprise orders across traditional and virtualized services to help telcos quickly introduce new service offers. These improvements are a crucial part of telco transformation, since agility will be one of the most important aspects – if not the most important – for telcos in coming years.

Providers looking to be the vendor of choice for telcos embarking on transformation projects must offer a way to simplify complex business processes. Vendors should be able to offer a product suite that helps telcos do more things with less effort, and a digital-transformation-ready product suite should offer telcos valuable customer insight and the tools to leverage this insight for a customized user experience, all while keeping business processes agile. CES 9.3 lays down these essential building blocks for digital transformation success.

Appendix

Further reading

“Amdocs increases big data and analytics portfolio with new applications,” IT0012-000117 (May 2015)

Author

Chantel Cary, Analyst, Telecoms Operations and IT

chantel.cary@ovum.com

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