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Amdocs signs deal with Airtel to enhance customers’ service experience

Amdocs at MWC 2017Amdocs announced its technology deal with Indian telecom operator Bharti Airtel to enhance Airtel customers’ service experience as part of the strategy to accelerate its digital transformation.

Amdocs did not reveal the duration and financial details of the digital technology contract with Airtel.

“Amdocs’ focus on telecoms and their DNA of cutting edge innovation will add value to Airtel’s digital transformation journey and help us to deliver a world class experience to our customers,” said Gopal Vittal, MD and CEO (India and South Asia), Bharti Airtel.

Amdocs, as part of the deal, will be deploying machine learning and Artificial Intelligence (AI) based technologies across Airtel’s business to help pre-empt and self-heal operational issues, introduce smartbots into digital channels, and launch and activate new services quickly.

Telecoms and AI

Amdocs in September 2017 launched Smartbot, an artificial intelligence (AI) and machine learning-based bot to support digital service providers (DSPs) to provide customer care, sales and marketing engagements.

Amdocs Smartbot’s deep integration with the telecom service provider’s core information systems such as CRM, order management and product catalog, DSPs can see a 360-degree view of the customer and understand the context of the interaction. DSPs can also make relevant predictive care and promotional offers to customers.

Amdocs Smartbot has the capability to address customer inquiries efficiently helping DSPs reduce costs, increase upsell conversion rates and improve care.

Telecom operators can deploy Amdocs Smartbot either on-premises or in the cloud, on the Microsoft Azure cloud platform.

Eli Gelman, president and chief executive officer of Amdocs, said: “Airtel India is a pioneer and innovator and our partnership will be an innovation engine to the industry and drive our joint success.”

Airtel’s Project Next digital innovation program is aimed at transforming customer experience across all of its services and touch points. Airtel plans to launch several digital innovations to simplify and enhance interactivity of the Airtel customer experience.

Earlier, Airtel deployed Amdocs for billing, and now they are augmenting it with Amdocs’ advanced digital technologies. Amdocs has a strong focus on India, serving a number of India’s leading service providers.

Amdocs has posted revenue of $979.7 million (+4.2 percent) in Q4 ended September 30, 2017 and $3.9 billion (+4 percent) in full fiscal year. Amdocs said its net income was $107.2 million in Q4 and $436.8 million in fiscal 2017.

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