Boost Your NPS and Increase Sales by Harnessing the User Experience
All widgets in the solution are built to deliver a personal experience to both customers and service provider employees. It was designed with a dynamic user interface that is dependent on the user’s role. As a result, the user interface is adjusted in accordance with the nature of the user – whether a self-service customer, contact center representative or salesperson in a store. Other user information in the system is utilized to further personalize the experience, including gender, age, location and many other variables. In the contact center, information provided to agents is adjusted according to the specific role. The user interface can also be fed insights based on big data analytics that, in turn, modify the user interface to more accurately depict the customer in context. For example, information from big data analytics can provide the agent with a clear graphical view of the customer journey, enabling a much more personal and proactive approach when dealing with complaints or other issues.
Customer experience is enabled by IT systems development and maintenance. Traditionally, the process of developing and launching new capabilities across channels and touch points required significant time investment and resources. This is due to the silo approach, which is cumbersome, time consuming and very expensive. The innovative application architecture of the Amdocs Omni-Channel Experience solution overcomes this by decoupling the front-end user interface layer from the back-end services. This, in turn, enables optimization of development and deployment processes. The front-end widget only needs to be developed once; and, due to the unique architecture of the widget, it can then be deployed across all channels with only minimal modification. Any necessary changes are made in the view layer only. The rest of the widget code, which contains all the business logic and back-end connectors, can then be reused across all channels and touch points. This is the ‘Create Once – Deploy Many’ paradigm.
With its efficient, personalized consistency, Amdocs Omni-Channel Experience provides all the crucial elements that drive brand loyalty. At the same time, it drives bottom-line revenue by using its knowledge of who each customer is to personalize offers accordingly, effectively leading to increased sales. As such, the ability to address customer needs, as well as dramatically cut development costs and time to market, makes Amdocs Omni-Channel Experience a powerful solution for service providers who are looking for the business agility to innovate and win more business.
To find out more about how Amdocs Omni-Channel Experience can help increase your sales and brand loyalty, visit www.amdocs.com.
