RCom enhances customer care with Amdocs

Reliance Communications (RCom) has upgraded its Amdocs customer management solution to provide enhanced customer care to its 150 million subscribers.

Reliance has upgraded to Amdocs Customer Management 8.1 to increase customer service efficiency while improving customer experience. The new system will include Smart Agent Desktop, a unified desktop for accessing and using multiple, disparate applications and screens.

The new solution provides a simplified and intelligent user interface for customer service representatives, presenting relevant customer information with context-sensitive recommendations to guide the agent through the interaction. As a result, Reliance will be able to significantly reduce customer call times, increase first-call resolution rates and reduce system maintenance costs.

"With 150 million customers and growing, Reliance requires cost-effective scalability. The Amdocs system offers this across all our lines of business. It will enable us to set the industry benchmark in customer experience by ensuring support calls are handled quickly and consistently, increasing customer loyalty and reducing customer churn," said Alpna J Doshi, Chief Information Officer - Reliance Group.

"Service Providers are increasingly looking to make customer interactions more efficient in order to reduce costs while improving the customer experience," said Rebecca Prudhomme, Amdocs vice president of product and solution marketing.