Sprint to Implement Amdocs Solution to Improve Customer Experience - Customer Inter@ction Solutions

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»Free Premium Content Customer Inter@ction Solutions: 5/14/2012 eNewsletter

Featured Articles » 3rd Party Remote Call Monitoring to Drive Improvements in Customer Experience » Datatel Communications Inc Adds Integrated Customer Satisfaction Survey to IVR Telephone Payments as a Service » Amazon to Open Customer Service Center in Winchester, KY, Employ More than 550 » Survey of Telco Execs Finds Improving Customer Experience is not Priority No. 1   Sponsored By: Soffront Soffront CRM Drives 3X More ROI. How? First, smart interface allows you to spend more time with your customer, less time with the CRM software. Second, Soffront is a complete front-office solution with no third-party add-ons; saving you money and hassles. Third, an easy drag-and-drop configuration alleviates costly and time-consuming implementation. More Revenue. More Savings. Better User Experience. www.soffront.com   Top Stories » New Mobile CRM Platform Using MasterCard OpenAPI Introduced by Paidpiper » Tech Support is Customer Service » inContact Technology Solutions Improve Customer Experience For UMB Bank » Verizon Wireless Leads Industry in Customer Loyalty   From The Expert Corner May 14, 2012 Sprint to Implement Amdocs Solution to Improve Customer Experience By Tracey E. Schelmetic TMCnet Contributor Customer experience management solutions provider, Amdocs, is announcing this week that wireless service provider Sprint (News - Alert) plans to deploy Amdocs' Smart Agent Desktop, a component of Amdocs' CES (Customer Experience Systems) product portfolio. Sprint chose the solution with a goal of enhancing its customers' experience while providing its contact center representatives (CSR (News - Alert)) with a more intuitive, time-saving customer management solution. Sprint will roll out Amdocs' CES solution gradually to thousands of its CSRs in contact centers worldwide. Smart Agent Desktop is already providing substantial improvements in front-line productivity metrics, including a reduction in the average time it takes a CSR to handle a call, according to Amdocs (News - Alert). For Sprint's customers, the new system brings with it the expectation of quicker responses, more accurate transactions and fewer repeat calls because Sprint's customer care agents can resolve more issues on the first contact. “Sprint is committed to providing the best customer service – as shown by the fact that the 2011 American Customer Satisfaction Index showed Sprint is unbeaten among major wireless carriers for customer satisfaction and is the number one most improved U.S. company in customer satisfaction, across 47 industries, over the last three years,” said Peter Campbell, SVP of Information Technology for Sprint. “Deploying Amdocs Smart Agent Desktop is a major part of that commitment as we can now provide a consistent, intuitive experience for our call center representatives... Read More   Featured Video Quest Software details how Foglight Helps Customers at Interop 2012   TMCnet Free Premium Content » CRM Vendor Pricing: Fees, Subscriptions & Hidden Costs » The Sales VP's Guide to Delivering Results with CRM » CRM: The Essential Guide    Latest Blogs » Churn Predicted by Social Influence   Featured Channels » Call Center Training » Cloud CRM » Customer Engagement   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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