Solutions for delivery of Customer- Centric Services · Solutions for delivery of Customer-Centric...

Information Security Level 2 – Sensitive © 2008 – Proprietary and Confidential Information of Amdocs

Solutions for delivery of Customer-Centric Services

IBM Software Universe ‘08

Mumbai , Nov 11 2008

Information Security Level 2 – Sensitive © 2008 – Proprietary and Confidential Information of Amdocs2

Agenda

> Introduce Amdocs

> Give an overview of the Amdocs IBM partnership

> Provide an overview of Amdocs FS Solutions> Smart Agent Desktop> Dynamic Pricing Solutions> Enterperise Product Catalog


Introducing Amdocs – a major global player in the CRM and relationship pricing arena for many years and for many years to come.

Market Position Leading provider of dynamic pricing, billing and customer care software and associated implementation/ support services

Financials $3.16 billion revenue, $378 million operating income (as of 30 Sept 2008)

Global Presence 17,000+ employees in over 50 countries

Development & Support Centers in Brazil, Canada, China, Cyprus, Czech-Republic, India, Israel, ZA, USA and UK


Amdocs Customer Experience Systems Innovation

Product‐based solutions:Innovative software + comprehensive services + deep business knowledge

2 B+ Customer Experiences Daily

26 year successful project delivery track record

Consistent client feedback about delivery quality and success

Bigger than Siebel at their height in CRM Systems

17,000 EMPLOYEES

OVER 50 COUNTRIES2B+ EXPERIENCES/DAY

Strategic services• Strategy & Planning• Systems Integration• Business

Optimization• Managed Services


Over 4,000 employees (20% of Amdocs globally) in Pune, Gurgaon, and Mumbai

4 years of operation (started in January 2004)

Knowledge Backbone including Amdocs veterans from other centers

Amdocs Presence in India Today

CMMI Level 3 Organization, CMMI 5 Journey initiated

Engaged with all spectrumof Amdocs Products and Software Services portfolio


Amdocs & IBM - building a strong, strategic partnership


• Most of the world’s largest organizations use IBM’s SOA

• World’s largest business and technology services provider

• World’s leading provider of financing and asset management services

• Market leader in customer experience systems innovation.

• Customers in over 50 countries

• >17,000 employees

• 25 years focused on communications service providers

Amdocs & IBM

Amdocs & IBM have a deep-

rooted partnership to

deliver innovative,

standards-based solutions to

enable financial services

providers to reach business objectives more

quickly, with reduced risk,

and with better price

performance.


1. Customer Relationship & Data Management solution > Amdocs CES CRM 7.5 embedding IBM DB2 and Optim Data Growth -

helps our customers deliver efficient, personalized interactions with much lower total cost of ownership, greater system performance and availability

2. Information Management (MDM) solution> Enterprise Product Catalog & Enterprise Customer Hub – addressing the

increasingly-vital need for a cross-enterprise, single view of customers and products

Amdocs and IBM deliver innovative solutions


Amdocs Dynamic Banking Solutions


Amdocs Dynamic Amdocs Dynamic BankingBanking

Dynamic Relationship Pricing Solution

Banking Product Catalog

Dynamic Pricing Engine

CustomerManagement

Solution

CRM

Dynamic CIF

Dynamic Banking Portfolio Modular Solutions - Value through innovation, transformation, integration and service delivery

Commercial Billing Solution

Mobile Banking Solution

Fee & Interest ManagerMobile Banking

Mobile Broker

Mobile Communication Hub


Amdocs CRM -Suite for Banks

Customers • Employees • Partners • Dealers • Suppliers

Branch Web self service E-mail Kiosk Fax Call Center Mail@

SupportTarget Sell Open Account

Multi-Media Integration

Business Process Management Integration Layer

Bank Systems

Wor

kflo

w

Self-Service

Customer Information File

Customer Registration

Marketing Automation

Customer Service and Support

Account Opening

Customer Segmentation B

usin

ess

Inte

llige

nce

Interaction Management

Collaborative Sales

Financial Advisory Services


Awards and Recognition Awards and Recognition

> Amdocs CRM 7 named “Product of the Year” by Call Center Magazine > Amdocs 7 was named “Product of

the Year” in Call Center Magazine’s April 2007 issue

> Editors chose only 17 products and services –across a number of categories – that transform how companies run their call centers

> Amdocs did not apply for this award - the magazine editors chose us based on market landscape and what made an impression on them

> Huge win as neither Oracle/Siebel or SAP are listed!


Banking Industry Trends, Priorities and Challenges


Industry Trends

Trends Resulting PrioritiesMarket deregulation and globalization

New players along the FSI value chain

Build customer loyalty and grow wallet share

Low customer switching costs

Pricing pressure and productcommoditization

Substitutes gaining ground Maximize the time-to-profit for new revenue streams

Rush to capitalize on new innovative FS products

Tightening of capital markets

System consolidation Boost operational efficiencies across customer lifecycle

Pressure to build lower cost operating models


Priorities and Challenges

Priorities Challenges to OvercomeMultiple interactions to resolve a request

Build customer loyalty and grow wallet share

Inconsistent processes across touch points Silo LOB applications inhibiting bundling and cross-selling

Self service silos and poor web experience

Insufficient agent/branch training for complex products

Maximize the time-to-profit for new revenue streams

Lack of process automation High fallout rate due to invalid orders

Disparate systems inhibit customer centricity

Boost operational efficiencies across customer lifecycle

Multiple, disparate applications on the agent desktop

Process barriers inhibit operational efficiencies

High agent turnover in contact centers


The Customer Experience is Critical to the Bottom Line

> Customers form their perceptions of your company and products based on their cumulative touchpoint experiences…

> The customer experience is the last, sustainable differentiator in a world of commoditized products and services

> Managing the customer experience across multiple touch points is challenging…

> Branch> Call center> Web> Mobile Device

> Understanding the “touchpoints” which are most valuable to customer is now key.

Products and ideas can be easily duplicated in the day and age of technology…But experiences are hard to duplicate, hence they are the most powerful sources of competitive advantage.

Economic Times

Products and ideas can be easily duplicated in the day and age of technology…But experiences are hard to duplicate, hence they are the most powerful sources of competitive advantage.

Economic Times


The Call Center Remains the Main Customer Experience Hub> ~70% of inbound interactions are by phone> Human resources comprise 65%-70% of contact

center costs today

© Yankee Group, 2006

Your agents play a critical role in shaping the customer experience


Agent Challenges Impacting the Customer Experience and Bottom Line

Agents struggle with interactions requiring work across numerous applications

Training costs are skyrocketing

They don’t have the tools and skills to effectively cross/up-sell

Their desktop needs to get smarter…


The Amdocs Smart Agent Desktop


The Amdocs Smart Agent Desktop Solution

A synchronized and collaborative agent desktop that optimizes the customer experience – while improving agent efficiency and revenue generation

Proven Solution10 -20 % average handling time reduction (AHT)

Improve cross/up sell close ratios >20%

Proven Solution10 -20 % average handling time reduction (AHT)

Improve cross/up sell close ratios >20%

Unified agent portal for inbound/outbound interactionsConsolidated/360° view of the customerReal time, visual agent guidanceCode free integration of disparate desktop applicationsSingle Sign-OnDynamic, conversational scripting


Amdocs Smart Agent DesktopEfficiently handle complex customer interactions spanning multiple applications

Enrich the customer experience at

interaction time through agent guided

assistance

Improve Agent Productivity while

Enhancing the Customer

Experience

Eliminate wasted interaction time with desktop unification


> Eliminate “Alt Tab” navigation by contextually launching other desktop applications

> Single point of history for all interactions, across all applications

> Context‐driven navigation> Coherent support for interactions

across multiple channels

Amdocs Smart Agent DesktopDesktop Unification – Simplify Agent Navigation


Amdocs Smart Agent DesktopDesktop Unification - Single Front End

> Reduce desktop complexity by hiding legacy screens and incorporating data into a single desktop screen

> Data is accessed from other applications in the background, transparent to the user

> Streamlines tasks flows and eliminate “cut & paste” by automating across nested applications


Amdocs Smart Agent DesktopReduce Agent Training Costs

Provide the agent with in-context, visual guidance as needed during the interaction


Amdocs Smart Agent DesktopPowered by IBM

Our solution is powered by IBM’s advanced database and information management technologies to

help companies enhance the customer experience while significantly reducing TCO


Amdocs Smart Agent DesktopPowered by IBM Database Management

Reduce TCO while enabling personalized,

efficient customer interactions – 24x7

Reduce TCO while enabling personalized,

efficient customer interactions – 24x7

Fast, automated failover shields customers and agents from CRM system downtime

Seamless, real-time access to archived customer information enables accurate and efficient interactions

On-the-fly, configurable DB table compression enables CRM performance tuning without system downtime

Table/row level database compression and object-centric archiving reduce storage and CPU costs while improving response times

Automated DBA tools reduce CRM database administration and system downtime


Dynamic Pricing


Lessons to be learned from other sectors that have developed relationship pricing beyond the current end state in banking

Currently 20% of all Easyjet bookings are priced at premium business fare rates and the airline now targets growth of this percentage to 25% to grow margins faster

Multiple price plans that are changed at very regular intervals in response to competitor campaigns and to address feedback/ uptakeon particular functional bundles (internet/ txt/ Voice/..)

Retailers are placing items on eBay then observing the bidding prices and trends, in order to set prices for in-store sale. This is done to alleviate the need for market & pricing research.


Competitive differentiation in a highly commoditised market can be achieved through effective pricing strategies

Standard Pricing Model

ProductCost

SellingPrice

Profit

Price

Num

ber o

f Cus

tom

ers/

Buy

ers

“Money left on the table”

“Profit passed up”

Dynamic Pricing Model

ProductCost

SellingPrice #1

Profit

Price

Num

ber o

f Cus

tom

ers/

Buy

ers

“Money left on the table reduced”

SellingPrice #2

“Profit passed up reduced”


Visit the Amdocs Kiosk to know more about

EPC and Dynamic Pricing

You are invited to learn more

IBM Software Universe ‘08

Solutions for delivery of Customer- Centric Services · Solutions for delivery of Customer-Centric...

Documents

Transcript of Solutions for delivery of Customer- Centric Services · Solutions for delivery of Customer-Centric...