Telecom Lead America: Mobile operator Sprint has selected
Amdocs for deploying Amdocs’ Smart Agent Desktop to improve its customer
Sprint will utilize Amdocs Smart Agent Desktop, a
component of Amdocs’ Customer Experience Systems (CES) product portfolio, in
contact centers in phases.
Smart Agent Desktop is providing improvements in
front-line productivity metrics including a reduction in the average time it
takes a CSR to handle a call.
For Sprint’s customers, the new system brings with it the
expectation of quicker responses, more accurate transactions and fewer repeat
calls because Sprint’s customer care agents are able to resolve more issues on
the first contact.
The 2011 American Customer Satisfaction Index showed
Sprint is unbeaten among major wireless carriers for customer satisfaction and
is the No. 1 most improved U.S. company in customer satisfaction, across 47
industries, over the last three years.
“Deploying Amdocs Smart Agent Desktop is a major
part of that commitment as we can now provide a consistent, intuitive
experience for our call center representatives,” said Peter Campbell,
senior vice president – Information Technology, Sprint.
“Wireless providers today compete not just on
network coverage, devices and price, but increasingly on the quality of the
customer experience they can consistently deliver,” said Rebecca
Prudhomme, vice president of product and solutions marketing for Amdocs.
Amdocs Smart Agent Desktop cuts down on training time due
to its streamlined desktop and the use of predefined processes to guide the
agent. It makes the agent’s job easier allowing him or her to concentrate on
improving the customer’s experience.
Sprint Nextel served more than 56 million customers at
the end of the first quarter of 2012.