Bulgarian operator Mtel is using Amdocs’ DigitalONE platform to overhaul its digital commerce and care experience offering.
The platform will provide Mtel will a 360 degree customer view with intelligence-driven, contextual and tailored customer engagements. Mtel is focusing on engagement channels fundamental to addressing growing customer expectations for superior digital experiences that are personalised and engaging.
Built to be open and modular, Amdocs DigitalONE is part of Amdocs’ open and integrated stack of offerings for digital enablement of service provider operations from the network layer, all the way up to the customer engagement layer. It will enable Mtel to provide its service agents with an omni-channel, widget-based digital experience that includes visual web representations of the customer in context of where they are on their care and commerce journey. While presenting a unified view of the customer experience, there are channel-specific applications for customer care agents in retail stores and call centres.
Mtel will be able to make changes quickly and easily utilising the platform’s ‘build once, deploy many times’ widget toolkit. With this enhanced business agility, Mtel can quickly deploy new capabilities to enhance the customer experience across all of its customer engagement channels.
“As we rapidly move towards an increasingly digital society, it is imperative that every company be diligent in continually investing in and improving its customer care and commerce systems and simplifying and optimising its business processes,” said Alexander Dimitrov, chief executive officer at Mtel.
“In today’s digital landscape, designing and building new products and services that exceed consumer expectations requires continuous innovation,” said Anthony Goonetilleke, group president, Amdocs Technology. “Mtel will improve its business agility by leveraging the powerful 360 degree view it gains of its customers’ journeys and the digitalisation of its commerce and care processes across engagement channels.”