Communications and media enterprise software program and providers supplier Amdocs has added to its multiyear managed providers settlement with BT, which has seen the main UK telco implement Amdocs and Lightico’s real-time digital interplay platform throughout its contact centres to allow enterprise operations to be performed digitally and remotely within the cloud.
The platform is designed to permit BT’s prospects to conduct self-care and signal contracts on-line, assuaging the necessity to bodily go to BT shops – essential within the post-Covid setting – and driving in the direction of a seamless digital society.
By the venture, BT has digitised its gross sales methods, eradicating paperwork for patrons buying through its web site and enabling it to supply larger alternative, sooner time to market and improved flexibility. At BT’s contact centres, gross sales and repair buyer journeys at the moment are mentioned to be accomplished extra effectively because of an intuitive interface.
Revealing what advantages the telco might acquire from the software program deployment, Paul Greig, director of contact centre gross sales at BT and cell division EE, described the answer as “outstanding” by way of driving each compliance and enterprise advantages. “Following the short and easy integration, we’ve seen a outstanding uptick in our gross sales and a step-change in our compliance talents,” he noticed.
Anthony Goonetilleke, Amdocs
“The answer drives return on funding and improves our day-to-day interactions for our prospects and advisers, making it simpler to proceed bettering enterprise operations throughout instances when prospects are unable to go to us in-store. Partnering with Amdocs and Lightico allows us to digitise and speed up buyer interactions throughout the board, and we’re proud to have the ability to present the seamless digital expertise our prospects count on, whereas empowering our groups to raised serve them.”
Anthony Goonetilleke, group president of media, community and expertise at Amdocs, mentioned organisations that concentrate on buyer expertise outperform the market by a big margin.
“Along with Lightico, we’re enabling BT to supply fully digital and compliant buyer journeys from wherever their prospects really feel most snug,” he mentioned. “Working hand-in-hand with BT, we’re enriching buyer interactions on vital enterprise processes and are proud to be driving important enterprise worth for hundreds of thousands of BT prospects throughout a number of channels.”