Amdocs, a provider of customer experience software and services to telecommunications and media companies, and Microsoft announced a new Customer Engagement Platform. The new platform is designed and built to enable communications service providers (CSPs) to provide their customers with simple, cloud-native, and AI-driven intuitive experiences.
According to the release announcing the platform, the Customer Engagement Platform will allow service providers to improve their engagement and end-user experiences and journeys across all channels and applications, streamline business processes, monetize innovative 5G use cases, and accelerate the move to the cloud while leveraging the platform’s low-code/no-code environment and AI capabilities.
“The platform is a telco-verticalized, integrated, and combined platform at the product level,” says Ron Surets, VP, Head of Product Management with Amdocs. Surets adds that the unique, verticalized Customer Engagement Platform will be integrating Amdocs’ Commerce & Care suite, including Catalog, CPQ, Commerce, and Order Management, with Microsoft’s Dynamics 365 modules such as: sales, marketing and customer service, verticalized for telco, and also includes the Microsoft Power Platform, and the Microsoft Cloud.
The platform is designed to simplify telecommunications provider complexities, while serving consumer and enterprise businesses across the entire customer lifecycle on a single platform. Full sales-cycle support, from lead to post-purchase, are supported by the platform for both consumers and enterprises, and AI-driven contextualized and harmonized end-user experiences and journeys are generated and supported across all channels and applications.
With a unified customer 360-degree view, insight-driven recommendations, and customer journey orchestration, the platform ensures a consistent, continuous, and coherent experience for the entire customer lifecycle and for any commerce and customer service need serving both enterprise and consumer customers. Designed to support today’s non-linear, start anywhere/finish anywhere experiences, the platform is designed to reduce time to market, cut time to resolution, and minimize total cost of ownership.
While Amdocs and Microsoft will execute a joint go-to-market strategy to bring this platform to CSPs around the world, Amdocs assumes full accountability and project delivery for telecommunications providers. The partnership between Amdocs and Microsoft also extends within the cloud domain and network operations that bring additional value to service providers.
“This new platform offering demonstrates our mutual commitment to industry innovation by helping organizations accelerate the delivery of digital imperatives and realize the benefits of the cloud,” said Judson Althoff, Microsoft’s executive vice president and chief commercial officer. “By combining Amdocs’ market-leading telco solutions and deep industry expertise with Microsoft’s platform-driven approach and cloud-native solutions, we can help advance business transformation for communications service providers around the world while improving the experience for consumer and enterprise customers. We believe there are no limits to what can be done when uniting data silos with industry-leading AI, advanced networks, and integrated collaboration tools.”
Author Information
Keith Kirkpatrick is Research Director, Enterprise Software & Digital Workflows for The Futurum Group. Keith has over 25 years of experience in research, marketing, and consulting-based fields.
He has authored in-depth reports and market forecast studies covering artificial intelligence, biometrics, data analytics, robotics, high performance computing, and quantum computing, with a specific focus on the use of these technologies within large enterprise organizations and SMBs. He has also established strong working relationships with the international technology vendor community and is a frequent speaker at industry conferences and events.
In his career as a financial and technology journalist he has written for national and trade publications, including BusinessWeek, CNBC.com, Investment Dealers’ Digest, The Red Herring, The Communications of the ACM, and Mobile Computing & Communications, among others.
He is a member of the Association of Independent Information Professionals (AIIP).
Keith holds dual Bachelor of Arts degrees in Magazine Journalism and Sociology from Syracuse University.
