One of the leading providers of software and services to communications and media companies Amdocs has announced the launch of AmdocsONE
The announcement was made at Mobile World Congress show taking place in Barcelona, Spain.
The new solution set leverages industry-specific best practices and methodologies from serving more than 350 customers worldwide to give service providers the business agaility to successfully navigate the continuous digital transformation process.
"AmdocsONE is a new way of doing business, a new speed of innovation, running on new technologies and practices,” said Gary Miles, chief marketing officer at Amdocs. “AmdocsONE is designed to meet the challenges of our customers who are transforming into digital service providers within the framework of a hybrid IT environment, which requires them to rapidly introduce new cloud-native applications while still operating legacy systems. With AmdocsONE’s modular structure, our customers now have the flexibility to choose compelling business offerings and realize value fast."
Speaking ahead of Mobile World Congress 2018, Doron Youngerwood, product manager Artificial Intelligence said: "Over the last year or so, we have witnessed a surge in the adoption of AI platforms to drive customer engagement and enable service providers to deal with the high volumes of inbound requests. Machine learning and automation have become essential due to the speed, scale, or complexity of the customer data that needs to be processed. Based on this intelligence, operators can anticipate issues that are likely to lead to complaints and pre-emptively engage with those customers before they pick up the phone to contact the call centre. AI can save operators time and money - reducing inbounds to call centres by around 15%, while increasing net promoter scores by 20 per cent.
"We expect to see lots more traction in this space with AI making its mark at MWC this year, particularly in light of recent developments in the field of sentiment analysis. It’s now possible to gain a deeper understanding of the customer’s emotional state in real-time by analysing vocal intonations to detect their current mood, prompting an emotionally-aware response. The convergence of sentiment within the context of voice interactions is pivotal to the future of customer service. It will transform the way operators filter, manage and prioritise calls and inbound requests, helping to increase customer satisfaction.
“We anticipate a string of AI-related announcements at the show, and not just from the mobile carriers but other service providers and brands too, all looking at ways and means to deliver a more complete customer experience. We’re looking forward to seeing new AI concepts and innovations across the board.”
