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Telcos are facing new challenges as they attempt to address emerging needs within the enterprise domain. As enterprises attempt to improve workplace productivity, manage changing end-user expectations, and address the new challenges that digital imposes on their organizations, telcos must in turn manage those changing requirements. Appealing to the new and more digital needs of B2B customers and end users and creating an experience that is consistent with its B2C business is imperative. As telcos upgrade their IT systems to transform the enterprise division, they must ensure that their investments deliver an improved overall B2B customer experience. While there are many opportunities for investment in the B2B domain and throughout the enterprise customer lifecycle, improving the initial sales experience and investing in order-to-activation and customer care systems will allow telcos to make quick improvements to the B2B customer experience and differentiate themselves in a competitive market.

Enterprises are feeling the effects of digital

Key messages

  • Enterprises are facing new challenges because of digital disruption, and end users are becoming more mobile.
  • Amdocs B2B Digital Customer Engagement solution offers end-to-end management of the B2B customer experience.
  • Telcos must make the right investments to demonstrate the value of their services or risk being bypassed by more cost-effective "as-a-service" alternatives.
Managing B2B customer engagement

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