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Customer Care Systems
Research Library
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Amdocs
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Let’s start with the good news: Smart phones offering a multitude of advanced capabilities, including the use of bandwidth-hungry applications such as email, Internet and video messaging, do undeniably open up new avenues of revenue generation for service providers.
On the downside: The reality is, however, that these devices also create a number of challenges of their own, including higher ...
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Amdocs
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2 MaRkET IMpERaTIvE: 04 cuSTOMEr ExpEriEncE and TOucHpOinT cOnvErGEncE in THE cOnnEcTEd WOrld
3 DESIGN pRINCIpLES: CONSISTENT ExpERIENCES 05
5 WHERE aRE WE HEaDING? 08 > cOnTacT cEnTEr & aGEnT inTEracTiOnS > cuSTOMEr-cEnTric SErvicE & SuppOrT > SalES and OrdErinG > SElF-SErvicE > STandardS
6 aMDOCS CES pORTfOLIO: THE bIGGER pICTuRE 11
02 | statement of direction: amdocs customer management
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Amdocs
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Driving the Real Value from a CRM Solution in a High-Volume Contact Center Sponsored by: Amdocs and IBM
Customer retention has become a key priority at most businesses, both large and small. While new customer acquisition is expensive, reacquisition of disaffected customers is much more expensive and may in fact be impossible in some cases. One of the most serious factors disrupting the flow of ...
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Fonolo
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Every day millions of people have reason to make a phone call to some large company – a bank, an ISP, a mobile phone carrier, etc – to talk to a customer service representative. Collectively consumers are spending billions of minutes on the phone every month talking to an agent. For the companies that employ these agents, the cost of providing this service (the agent’s hourly wage, the phone ...
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Transverse
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According to a 2010 study conducted by Telesperience, the number one customer management issue for communications service providers (CSP) is lack of customer management consistency across channels. The Telesperience research further indicates that “82% of CSPs surveyed reported that a suboptimal customer experience was driving up churn rates and operational costs, while affecting competitive ...
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