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Amdocs Aims to Help CSPs Deliver the Digital Experience

November 23, 2016

Amdocs is more than a billing and customer care company, it’s a partner to communications services providers as they transition to the digital future.

That’s the word from Jin Suk, senior director of product and solutions marketing for revenue and customer management at Amdocs.

We live in a world of what Suk calls digital immediacy, which he explains means that consumers expect things immediately. That, he adds, means that CSPs need to be agile and fast.

Amdocs helps CSPs deliver on the digital experience, he continues, by enabling immersive engagement via omnichannel experiences; data

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intimacy, which involves the ability to follow and cater to end users through the entire customer journey, and to provide them with personalized service and offers; service agility, via DevOps and network functions virtualization; and the ability to generate new revenue streams.

To the second point, Suk says there’s a lot of talk about the millennial generation. But, he adds, age-based segmentation is not always the way to go. Instead, he says, businesses should look at people with common behaviors and other attributes. For example, Amdocs talks about Generation C, which describes a group of people who like to create, curate, connect, and form community. You can be part of Generation C, Suk says, whether you’re 20 or 40.

Amdocs recently made three acquisitions designed to accelerate CSPs’ shift to digital. That included purchases of BriteBill, Pontis, and Vindicia.

The BriteBill deal provides Amdocs with a digital invoice solution. People are paying bills online, and BriteBill is a market leader in that space, says Suk. BriteBill has all of a customer’s usage information, explains Suk, and based on that data it can provide customers with the next best offer based on their past behaviors and where they are in the customer lifecycle.

The Pontis solution is an extension of marketing campaign automation. It lets CSPs design customer journeys so when a customer goes into a store, Pontis kicks off a workflow and that workflow provides the next best offer for the next time a specific customer visits a physical or online location store or makes contact with the call center.

Vindicia, meanwhile, has technology that supports SaaS-based business.

Edited by Alicia Young

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