Telecom Lead India: Reliance Communications has tapped Amdocs to improve mobile users’ customer care.
The leading telecom operator in India has upgraded its Amdocs customer management solution to offer enhanced customer care to its 150 million subscribers.
Reliance has upgraded to Amdocs Customer Management 8.1 to increase customer service efficiency while improving customer experience.
“With 150 million customers and growing, Reliance requires cost-effective scalability. The Amdocs system offers this across all our lines of business. It will enable us to set the industry benchmark in customer experience by ensuring support calls are handled quickly and consistently, increasing customer loyalty and reducing customer churn,” said Alpna J Doshi, chief information officer – Reliance Group, chief executive officer-Reliance Tech Services.
The new system, according to Amdocs, will include Smart Agent Desktop, a unified desktop for accessing and using multiple, disparate applications and screens. It provides an intelligent user interface for customer service representatives, presenting relevant customer information with context-sensitive recommendations to guide the agent through the interaction.
Reliance will be able to significantly reduce customer call times, increase first-call resolution rates and reduce system maintenance costs.
“With a simplified user interface, better integration with back-end systems and access to relevant, contextualized information, Amdocs Customer Management 8.1 is designed to reduce call times and system maintenance costs and will translate into reduced operational costs for Reliance,” said Rebecca Prudhomme, Amdocs vice president of product and solution marketing.