27 February 2023 – Amdocs, a provider of software and services to communications and media companies, and Microsoft Corp., have announced a new Customer Engagement Platform. The platform will empower service providers to improve their engagement and end-user experiences and journeys across all channels and applications, streamline business processes, monetise 5G use cases and accelerate the move to the cloud while leveraging AI capabilities.
The new platform brings together Amdocs’ Commerce and Care suite and Microsoft Cloud solutions, creating a pre-integrated and telco-verticalised solution that offers a customer experience. The Customer Engagement Platform will be integrated with Amdocs’ end-to-end set of solutions, from customer experience to monetisation products to network automation while fully exploiting the capabilities of Dynamics 365, Microsoft Power Platform, and Microsoft Cloud.
The platform leverages the full power of the Microsoft Cloud, including intelligent collaborative business applications, sales, customer service and customer insights, an embedded natural language and AI low-code platform and Generative AI experiences and Amdocs’ enterprise offerings such as Catalogue, CPQ (configure, price, quote) and Order Management, creating a solution for both consumer and enterprise domains with a complete 360-degree customer view spanning all engagement, transactional and network data.
The offering will benefit from the collaboration of the two companies’ R&D organisations to enhance and foster innovation and enable an exceptional customer experience.
Amdocs and Microsoft will execute a go-to-market strategy to bring this platform to communications service providers around the world. Furthermore, this partnership will leverage Amdocs’ software delivery capabilities, cloud operations and accountability model to enable service providers to quickly and smoothly benefit from the new offering.
“It takes two visionary companies such as Microsoft and Amdocs to come together and create an exceptional customer engagement platform. The platform brings our customers the advantages of technological innovation powered by cloud and AI, and deep communications industry experience,” says Shuky Sheffer, Amdocs Management Limited president and CEO. “Leveraging Microsoft’s business solutions, cloud and AI with Amdocs’ platforms, we believe this is the most compelling offering in the market, creating a hyperconnected business linking people, data, and processes across the organisation, providing an amazing experience for the end user.”
“This new platform offering demonstrates our mutual commitment to industry innovation by helping organisations accelerate the delivery of digital imperatives and realise the benefits of the cloud,” says Judson Althoff, Microsoft’s executive vice president and chief commercial officer. “By combining Amdocs’ market-leading telco solutions and deep industry expertise with Microsoft’s platform-driven approach and cloud native solutions, we can help advance business transformation for communications service providers around the world while improving the experience for consumer and enterprise customers. We believe there are no limits to what can be done when uniting data silos with AI, advanced networks, and integrated collaboration tools.”
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