Vodafone Idea has migrated its Idea post-paid customers to Amdocs’ digital monetization system in one of the world’s largest and complex post-paid migrations.
The migration — achieved while working remotely during the global lockdown — will offer improved customer service and digital experiences to Vodafone Idea’s customers.
Vodafone Idea has mobilized the data flow management for the consolidation of its digital business systems, to improve the business agility and simplify operations.
“We completed the consolidation of Idea and Vodafone post-paid customers without any business disruption. The partnership will enable Vodafone Idea to modernize, automate, and digitize operations, thereby providing an enhanced customer experience to our post-paid customer base,” Vishant Vora, chief technology officer of Vodafone Idea, said in an official statement.
Gary Miles, chief marketing officer of Amdocs, said: “Vodafone Idea values customer centricity and understands the importance of digital transformation in providing improved customer service and digital experience.”
Vodafone Idea migrated all Idea post-paid subscribers under a single umbrella of Vodafone RED.
It will enable the third largest telecom operator to provide a uniform customer experience through self-service channels with enriched menu options on IVR, USSD, MyVodafone App and Websites for availing products, services and making payments.
Idea post-paid customers can avail Red Family subscription, a single bill for entire family, access to Vodafone Play, premium content and a bouquet of other value added services.
With this consolidation, call centre agents will be able to serve customers better using the CRM insights provided through 360 degree view on customer information, interactions and service profiles.
Real time rating functionality will ensure accurate unbilled charging for customers at any given point of time. Customer will also be able to receive timely notification and alerts for any over usage. Moreover automated credit monitoring and dunning can trigger on time to ensure customer does not incur huge Bills thus avoiding bill shocks.
Vodafone Idea has integrated two strong networks in 92 percent of the districts, taking the integrated circles to 18. The deployment of new age technologies such as M-MIMO, DSR, Hybrid Cloud, OpenRan to enhance capacities and increased 4G coverage has resulted in richer customer experience.