Cellcom Sees Increase in Customer Service Agent Productivity and Improved Customer Experience Through Digital Modernization Project in Cooperation with Amdocs
February 01 2022 - 3:05PM
Amdocs (NASDAQ: DOX), a leading provider of software and services
to communications and media companies, today announced that it has
completed a digital modernization project with Israeli telecoms
operator Cellcom in less than 10 months, producing a series of
tangible business benefits including an average 15 percent increase
in Cellcom’s frontline customer service agents’ productivity and an
80 percent reduction in new agents’ training time according to
Cellcom’s own estimates.
The open source-based solution on which the system was developed
has been designed to provide contact center and retail store agents
with a simplified omnichannel experience – enabling them to ensure
a fast, frictionless customer experience across all lines of
business and all care and commerce aspects of the customer journey.
Cellcom agents are also being equipped with the ability to manage
e-commerce transactions through the new system. The solution is
built on a unified, simplified and cloud-ready architecture through
the adoption of a cutting-edge DevOps approach and CI/CD practice
that ensured maximum responsiveness and agility during
implementation.
“Our digital transformation, in which Amdocs is playing a vital
role, will ensure we’re fit for the future and able to offer a
world-class customer experience to both consumers and our
enterprise customers,” said Victor Malka, chief information officer
at Cellcom. “We’re pleased to be building on our long-standing
strategic collaboration with Amdocs and playing a leading role in
the co-development model of integrated teams. Amdocs’ leadership in
digital transformation and customer experience means they continue
to be our valued and trusted partner.”
“Cellcom’s transformation will enable them to equip their
customer service teams with a future-proof, flexible solution,
providing their end users with the best experience,” said Ronen
Levkovich, president, Amdocs Global Services. “Our partnership with
Cellcom goes back nearly two decades and we’re proud and excited
that we’re continuing to build on it through this project and its
future phases that should bring additional business benefits to the
organization.”
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About AmdocsAmdocs helps those
who build the future to make it amazing. With our market-leading
portfolio of software products and services, we unlock our
customers’ innovative potential, empowering them to provide
next-generation communication and media experiences for both the
individual end user and enterprise customers. Our 29,000 employees
around the globe are here to accelerate service providers’
migration to the cloud, enable them to differentiate in the 5G era,
and digitalize and automate their operations. Listed on the NASDAQ
Global Select Market, Amdocs had revenue of $4.3 billion in fiscal
2021. For more information, visit www.amdocs.com
Amdocs’ Forward-Looking
StatementThis press release includes information that
constitutes forward-looking statements made pursuant to the safe
harbor provision of the Private Securities Litigation Reform Act of
1995, including statements about Amdocs’ growth and business
results in future quarters. Although we believe the expectations
reflected in such forward-looking statements are based upon
reasonable assumptions, we can give no assurance that our
expectations will be obtained or that any deviations will not be
material. Such statements involve risks and uncertainties that may
cause future results to differ from those anticipated. These risks
include, but are not limited to, the effects of general economic
conditions, Amdocs’ ability to grow in the business markets that it
serves, Amdocs’ ability to successfully integrate acquired
businesses, adverse effects of market competition, rapid
technological shifts that may render the Company's products and
services obsolete, potential loss of a major customer, our ability
to develop long-term relationships with our customers, and risks
associated with operating businesses in the international market.
Amdocs may elect to update these forward-looking statements at some
point in the future; however, the Company specifically disclaims
any obligation to do so. These and other risks are discussed at
greater length in Amdocs’ filings with the Securities and Exchange
Commission, including in our Annual Report on Form 20-F for the
fiscal year ended September 30, 2021 filed on December 10,
2021.
Media Contacts
Michael YoudsAmdocs Public RelationsTel: +44 7855 827 038Email:
michael.youds@amdocs.com
Holly AbbottBabel PR for AmdocsTel: +44 (0)7527 521057 Email:
amdocs@babelpr.com / holly.abbott@babelpr.com
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