Amdocs has secured deals with Orange Spain and Vodafone Spain in a bid to boost customer experience.
Orange Spain has chosen Amdocs for a large-scale IT and business transformation, including a multi-year contract with managed services, the managed upgrade of tens of legacy systems, and technology provided by multiple partners.
amdocsONE will be deployed on AWS, with the aim of improving customer experience and faster service delivery for Orange. Orange Spain also hosts Amdocs’ cloud-native system in its cloud environment to further accelerate time-to-market.
Jose Luis Barcenilla Visus, Program Director at Orange Spain, said, “Today’s digital native customers expect a superior experience. It has never been more critical in this competitive environment to leverage the strength of our different brands and our rich service portfolio, and to enable our customers to mix and match these in the most appealing manner.”
He added, “We’re confident that with Amdocs, we will have the velocity to serve our business needs as we evolve in this dynamic, changing market.
“This investment in consolidating and modernising our systems is a major business priority. It will help us to take greater advantage of all our in-house capabilities as well as to rapidly explore the potential for new lines of business and leverage the vast ecosystem of digital players in the marketplace.”
Meanwhile, Vodafone Spain is working with Amdocs to unify its customer journeys across multiple online channels for faster, more personalised experiences. Through this project, Amdocs has provided tools for Vodafone Spain to understand its customer journeys across all assisted and unassisted digital touchpoints, including SMS, Facebook, Twitter, website and in-app interactions.
Vodafone Spain partnered with Amdocs and NICE inContact to try and better understand its customers and the context of all interactions.
The aim is to grow care-to-commerce revenue by making more relevant predictive care and promotional offers to customers, including integration with TOBi, Vodafone’s virtual AI assistant.
Vodafone Spain’s new customer engagement layer is also powered by Amdocs.
Pedro García Navarro, HO. Tribe IT Digital Software Engineering at Vodafone Spain, said, “As part of our digital-first strategy, we needed a platform that would enhance the customer journey, improve the efficiency of our customer service agents and be scalable.
“An important part of this project was to unify all of our digital communications within a short space of time. Partnering with Amdocs and NICE inContact has enabled us to integrate all of our digital channels so that we can provide a more consistent level of customer care based on our now more comprehensive knowledge of the customer’s journey across the entire digital ecosystem.”