Pune, India, November 7, 2014: Amdocs, the leading provider of customer experience solutions, has announced that OJSC VimpelCom (Beeline TM), one of the largest communication operators in Russia, has selected Amdocs Customer Management to improve agent efficiency at its call centers, boost call center revenues, and increase customer satisfaction and retention rates.
Delivered under a five-year development, maintenance and support contract, the Amdocs solution will unify 26 third-party applications under a single customer relationship management (CRM) application, giving agents a single view of customer information across multiple lines of business. The solution, part of the Amdocs CES suite, provides call center agents with a context-sensitive, guided interaction flow and quick actions to increase first call resolution rates and decrease average call handling times, as well as guided sales scripts to increase revenues through new service and bundle sales.
“Agents are the front line of customer communication and need to be knowledgeable about the products and services they sell, and also find their way through the many different applications and processes,” said Rebecca Prudhomme, vice president of product and solutions marketing at Amdocs. “Amdocs’ smart guidance capabilities deliver context-sensitive advice during the call and a streamlined, process-driven user interface to guide the agent through the interaction to allow them to provide the best possible customer experience, no matter how complex the inquiry.”