IBM and Amdocs Team on Customer Experience Management

02/12/2008

Today at the Mobile World Congress 2008, Amdocs (NYSE: DOX), and IBM (NYSE: IBM) announced that they will expand their global relationship to help service providers deliver a dramatically improved customer experience.



ebizQ received the following:

A cornerstone of the recently announced Amdocs CES (Customer Experience Systems) portfolio, the Amdocs Service Provider Information Management solutions will now incorporate several IBM Information on Demand middleware products to create new integrated solutions for the wireline, mobile, cable and satellite services industries.

IBM and Amdocs have teamed up to help solve a vexing problem for service providers – the need for a better customer experience. Service providers’ focus on the customer experience stems from unrelenting competition and consolidation in the wireline, mobile, cable and satellite services industries. These companies cannot rely on cost reductions, technological innovation, or value pricing alone to win in the marketplace. Now, they are honing in on customer experience as the factor that makes the difference. To that end, Amdocs and IBM have joined forces to help service providers to create a single view of customer and product data that can be used to enhance the customer experience and accelerate growth.

Amdocs’ industry-leading portfolio of Customer Experience Systems helps service providers manage core business operations including customer service, billing, ordering, digital commerce, advertising, and service and resource management. Now Amdocs is pre-integrating and deeply-embedding two IBM Information Management Products into its Customer Experience Systems portfolio. Specifically, the companies have integrated Amdocs’ Enterprise Product Catalog and Enterprise Customer Hub with the IBM InfoSphere Master Data Management Server and the IBM Information Server.

Based on industry standards, these integrated offerings apply an industry-specific data model for customer and product information and use the best tools available for solving the crucial problem of information management for service providers. The solutions also span the Amdocs CES portfolio as well as legacy and third party applications. In addition, the solutions reduce the integration challenges between Business Support Systems (BSS) and Operational Support Systems (OSS) applications.

“Amdocs and IBM combine deep industry experience with an unrivalled track record of deploying successful industry and technology solutions,” said Guy Dubois, executive vice president at Amdocs. “As Amdocs continues to deliver upon on our Customer Experience Systems Blueprint to guide service providers through transformation to deliver the digital lifestyle, this expanded relationship with IBM delivers superior information management solutions to reduce costs, accelerate growth, and enhance the customer experience.”

Through the new Amdocs Service Provider Information Management solutions, service providers will be able to access a single view of real-time transactional information from multiple systems and use customer information to offer customized products and services to businesses and consumers at a shorter time-to-market and lower cost. From a small pilot implementation to a full-scale data transformation initiative, the companies can deliver a single point of accountability for all solution components, and provide packaged implementation services to assure the rapid delivery of bottom-line benefits.

“Helping clients unlocking the value of key business data is what IBM’s Information on Demand strategy is all about,” said Rob Thomas, vice president, Information Management. “Together with Amdocs, we plan to help telecommunications service providers to become more competitive by helping them use their core business data to create a superior consumer experience.”

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