In mid-March, the vendor announced new business consulting services that should help accelerate the ICM-readiness for communications service providers (CSP). In addition to a current broad set of implementation, integration, and managed services that Amdocs provides to customers, the new consulting services include
* Amdocs ICM Blueprint Framework of Services. An overarching framework that includes the Amdocs ICM Benchmark Service and encompasses a wide range of offerings—from high-level strategy to business process integration, training, and testing. They are designed to help CSPs design, plan, and execute their transformation from a voice service utility to a customer-centric, multi-media retailer.
* Amdocs ICM Benchmark Service. Addresses critical business processes that impact the intentional customer experience: target, sell, deliver, bill, and support. The ICM Benchmark Service ensures a comprehensive cross-silo view of the organization, which is a business imperative for achieving true ICM. As a part of the ICM Blueprint Framework, the ICM Benchmark Service was designed to assess current state versus industry benchmarks and best practices toward achieving ICM. To that end, the ICM Benchmark Service will facilitate creation of an ICM strategy and vision based on the customer's unique situation, taking into account investments, goals, competitive environment, etc. It will define the unique ICM vision and strategy of an CSP; measure ICM maturity versus industry best practices across people, processes, and technology; identify and substantiate gaps; and define, size, justify, and prioritize initiatives that can be improved through the Amdocs ROI Methodology. The service leverages the Amdocs Telecom Maturity Tool developed based on a licensed methodology researched and designed by Gartner, Inc.
* Amdocs Contact Center Optimization Service. Focuses on improving the efficiency and effectiveness of contact center operations and self-service capabilities with the emphasis on designing and implementing a customer interaction strategy that delivers an intentional customer experience. The service considers both efficiency and effectiveness of operations and uses modeling and simulation tools to determine the appropriate cost-to-serve, helps elicit the right customer behavior, and maximizes both the perceived value of the interaction to the customer, as well as customer profitability.
* Amdocs Customer Profitability and Segmentation Service. Helps plan and execute an applied segmentation and customer profitability strategy delivering actionable intelligence at the point of decision, while rationalizing and leveraging past business intelligence and marketing automation (MA) investments. This should give CSPs the power to create better-targeted product offers, communications, bundled services, and support approaches.
* Amdocs Billing Operations Improvement Service. Applies Amdocs' decades of accumulated "best practices" so that CSPs can take steps to improve the effectiveness and efficiency of their existing operations in areas such as bill cycle time, hardware performance, error handling, service time-to-market, customer satisfaction, and quality.
* Amdocs ICM Blueprint Framework of Services. An overarching framework that includes the Amdocs ICM Benchmark Service and encompasses a wide range of offerings—from high-level strategy to business process integration, training, and testing. They are designed to help CSPs design, plan, and execute their transformation from a voice service utility to a customer-centric, multi-media retailer.
* Amdocs ICM Benchmark Service. Addresses critical business processes that impact the intentional customer experience: target, sell, deliver, bill, and support. The ICM Benchmark Service ensures a comprehensive cross-silo view of the organization, which is a business imperative for achieving true ICM. As a part of the ICM Blueprint Framework, the ICM Benchmark Service was designed to assess current state versus industry benchmarks and best practices toward achieving ICM. To that end, the ICM Benchmark Service will facilitate creation of an ICM strategy and vision based on the customer's unique situation, taking into account investments, goals, competitive environment, etc. It will define the unique ICM vision and strategy of an CSP; measure ICM maturity versus industry best practices across people, processes, and technology; identify and substantiate gaps; and define, size, justify, and prioritize initiatives that can be improved through the Amdocs ROI Methodology. The service leverages the Amdocs Telecom Maturity Tool developed based on a licensed methodology researched and designed by Gartner, Inc.
* Amdocs Contact Center Optimization Service. Focuses on improving the efficiency and effectiveness of contact center operations and self-service capabilities with the emphasis on designing and implementing a customer interaction strategy that delivers an intentional customer experience. The service considers both efficiency and effectiveness of operations and uses modeling and simulation tools to determine the appropriate cost-to-serve, helps elicit the right customer behavior, and maximizes both the perceived value of the interaction to the customer, as well as customer profitability.
* Amdocs Customer Profitability and Segmentation Service. Helps plan and execute an applied segmentation and customer profitability strategy delivering actionable intelligence at the point of decision, while rationalizing and leveraging past business intelligence and marketing automation (MA) investments. This should give CSPs the power to create better-targeted product offers, communications, bundled services, and support approaches.
* Amdocs Billing Operations Improvement Service. Applies Amdocs' decades of accumulated "best practices" so that CSPs can take steps to improve the effectiveness and efficiency of their existing operations in areas such as bill cycle time, hardware performance, error handling, service time-to-market, customer satisfaction, and quality.
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