Sunrise selects Amdocs to further digitalise call centre operations

Amdocs has nnounced that Sunrise, the largest private service provider in Switzerland offering mobile, fixed, broadband internet and TV services, has selected to enhance its existing Amdocs customer management solution to further digitalise its call centre operations.

Following rollout, Sunrise will be able to equip its call centre agent screens with a single, intuitive and process-driven interface, unified across lines of business, with easy-to-use widgets. As a result, Sunrise will be able to simplify call centre workflows, shorten call resolution time and offer customers a consistent experience, no matter what they are calling about.

“We’ve been relying on Amdocs’ customer management systems to deliver great customer service since 2002,” said Françoise Clemes, the chief service officer at Sunrise. “Amdocs has been a valuable partner and we are confident that with this next phase in our partnership we will manage all the upcoming challenges for digitalisation. With Amdocs as a strategic partner, we believe that the customer-centric design will give us the ability to provide the best in class service to our customers.”

Anthony Goonetilleke, the president of the Amdocs Product Business Group, added: “By digitalising its call centre operations and unifying the agent interface across lines-of-business, Sunrise will be providing its agents with the digital tools, and its customers with the omnichannel experience, expected in the digital era. Sunrise will also be able to support its strong growth in subscribers, while reducing operational and agent training costs.”