A ‘strategic’ partnership formed by the global customer engagement solutions provider, [24]7 and the customer experience software provider, Amdocs, promises to deliver ‘intelligent, personalised customer support’ across all service channels including email, voice, chat and web; meanwhile reducing the time and costs associated with setting up consumer self-service.
The combination of both offerings claims to grant customers an ‘enhanced’ customer experience with the integration of Amdocs Customer Care, Omnichannel Experience and Digital Care and Commerce solutions, with [24]7’s Virtual Agent technology, and [24]7 Speech. As a result, this allows customers to easily manage billing needs through phone self-service, including account balance, payment inquiries and customer service.
[24]7’s chief marketing officer, Scott Horn, commented: “In the highly competitive telecom industry, the ability to deliver an effortless customer service experience is a key differentiator. Our partnership with Amdocs enables telecommunications companies to offer powerful self-service options to their customers, and if someone needs to transfer to a live agent, they can do so without losing context. This eliminates the need to repeat information, one of the biggest pain points in customer service.”
According to both parties, the offering has already been snapped up by an undisclosed wireless service provider.
To learn more about [24]7’s customer engagement solutions, click here
