Multi-Play Smart Pack
A customer care and billing solution
for multi-play service providers
DOES YOUR MULTIPLE SERVICE
PORTFOLIO MANAGE YOU, OR
DO YOU MANAGE IT?
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If you are a service provider in the modern era, it means
that consumers are looking to you for personalized
products, services and content. As purveyors of the digital
lifestyle, you and your competitors stand at the customers’
doorstep asking for their business. In order to gain and
retain customer loyalty you must differentiate your brand by
offering revelant services more quickly and by providing a
better customer experience than your competition.
The Amdocs CES Multi-Play Smart Pack Solution gives
service providers the foundation they need to create a superior
customer experience. Amdocs’ CES Multi-Play Smart Pack
provides operators with the tools necessary to manage
their subscribers and their business effectively, meeting
the challenges of increased competition for customers,
while keeping the costs of ownership under control.
With more than 30 years of experience as a billing and
customer care provider in the broadband, cable, satellite
and communications marketplace, Amdocs, the leader in
customer experience systems (ces) innovation, brings deep
industry and business knowledge to the DNA of our CES
Multi-Play Smart Pack Solution.
VIsIBILITY To cUsTomER BEHaVIoR aNd dYNamIc
amdocs cEs multi-Play smart Pack provides pre-integrated
customer centric care and billing for all of your service offerings.
• Video: multi-channel video (digital and analog), PPV, IPPV, VOD
• HSD: DOCSIS-compliant
• Telephony: residential & business, VoIP, wireline, wireless mVNo
Charging and Billing
Amdocs CES Multi-Play Smart Pack’s charging and billing
functionality includes usage-based and recurring-charge
billing supported by a wide-range of options that allow you
to emphasize the outside-in customer experience. These
features include: service bundling; integrated rating engine;
multiple billing cycles; flexible statement design and messaging;
pro-rating; hierarchical account billing; promotional and
volume-based discounting; and Master and Tenant MDU
billing. Smart Pack utilizes a “predictive billing” scheme,
in which customers are continuously being evaluated, and
their next statements predicted, providing accurate and upto-the-minute
financial forecasting throughout the bill cycle.
Payments and Collections
Customers need a wide variety of payment options. Amdocs
CES Multi-Play Smart Pack supports walk-in payment centers
as well as the electronic payment types your customers expect.
And when customers fail to make timely payments, you have
the ability to structure collections treatment paths to include
everything from multiple statement messages to workflows for
disconnection of service, and more.
amdocs cEs multi-Play smart Pack includes inventory and
maintenance capabilities that allow you to maintain a current and
efficient view of both customer and company owned equipment.
conditional access system provisioning interfaces make orderto-activation
a seamless activity, which increases efficiencies
and reduces revenue leakage.
Amdocs CES Multi-Play Smart Pack supports the enterprise with
a wide range of standard reports and user-defined customizable
reporting capabilities. Out-of-the-box management reports are
provided to address everything from subscriber status and
churn metrics to compliance. Smart Pack’s predictive billing
feature means that financial reports are being created throughout
the billing cycle and can be printed/reviewed at any time. This
supports operators’ requirements for real-time financial planning
and adjustment of business processes, such as collections
activities, on a timely and proactive basis.
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Retain customers, minimize churn
The Amdocs CES Multi-Play Smart Pack Call Center user interface
provides a single view of all services and information relevant to
an account. The National Language Support (NLS) capability
allows your call agents to run the system in their preferred language,
and enables your customers to choose a preferred language for
their bills and other correspondence. The user-interface (UI) is
browser independent and utilizes a secure, web based lightweight
Java client for fast account retrieval and business logic execution.
CES Multi-Play Smart Pack supports a 24x7 operation, remaining
available to all users even while an accounting period is closed.
Call center agents are able to offer contracts which may include
commitment-enforced periods; view serviceability; create and
modify work orders across all services; view and apply payments
and adjustments; and numerous other customer relationship
management functions. Our optional Computer Telephone
Interface (CTI) allows you to establish workflow across your
customer care processes that will maximize the efficiency of
Managing your customers’ expectations and meeting your
service commitments are two challenges addressed by our
integrated Service Fulfillment capabilities. In addition to standard
field support capabilities – work order management; workload
management; progress reporting; outage management; online
scheduling – we offer an API suite to support the integration of
other work force management (WFM) products.
We provide order-to-activation provisioning interfaces and an
integrated subscriber self-service capability that enables your
customers to manage their account(s) online. Customer web
self care features allow customers to view their account, order
new services or upgrade existing services, make a payment,
and much more. All of Amdocs’ CES Mutli-Play Smart Pack
APIs are Java/XML based, allowing you complete control of the
transaction. Using the API suite, all Order Processing functionality
can be extended to further support your customer self-service
and third party integration requirements. Moreover, the Amdocs
cEs multi-Play smart Pack aPIs support multiple calling
methods such as Web Services for SOAP/XML over HTTP
applications or service Façade for Java applications.
Growing the business Integration and operability
Product Catalog—creating new products, managing campaigns
Product life cycle management centralizes product information to empower an agile
product strategy. CES Multi-Play Smart Pack’s Product Catalog allows you to quickly
define the services and products you provide. The set-up of these services controls order
taking, charging and automated provisioning. Adding new services, making changes to
existing ones, assigning new promotions to recurring charges in the Product Catalog, and
more, are all in your control. The set-up rules drive pricing automation throughout order
management (e.g., automatic bundling, unbundling, promotional pricing). Furthermore,
cEs multi-Play smart Pack’s Product catalog functions are administered by you as
needed, and do not require Amdocs intervention.
As you strive to meet the appetite of your customers for new services and service
combinations, Amdocs CES Multi-Play Smart Pack enables you to track customer
interests on screens you define and insert into the order and customer management
flow. Segment your target customers using user-defined reporting criteria, including
demographic and geographic information. Analyze the buying trends of these targeted
segments as each promotion is executed, and further refine your promotion targets using
this data. Combining churn analysis with promotion targets and call center feedback
will allow you to alter your business processes, products, and practices to create an
intentional and positive customer experience.
For more information on Amdocs CES Multi-Play Smart Pack, please visit
Support fast growth of your customer base with proven scalability, predefined interfaces
and business functionality. Amdocs provides flexible options for delivery,
including implementation and knowledge transfer so you can configure the
software to customize your experience without Amdocs intervention. Amdocs
CES Multi-Play Smart Pack offers proven usability and performance for highvolume,
multi-functional contact centers for leading service providers worldwide.
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For 30 years, Amdocs has ensured service providers’ success and embraced their biggest challenges. To win in the connected world, service
providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational
efficiency. The global company uniquely combines a market-leading BSS, OSS and network control product portfolio with value-driven professional
services and managed services operations. With revenue of $3.2 billion in fiscal 2011, Amdocs and its over 19,000 employees serve customers
in more than 60 countries. Amdocs: Embrace Challenge, Experience Success. For more information, visit Amdocs at www.amdocs.com
Amdocs has offices, development and support centers worldwide, including sites in:
THE AMERICAS: ASIA PACIFIC: EUROPE, MIDDLE EAST & AFRICA:
BRAZIL AUSTRALIA AUSTRIA ISRAEL SPAIN
CANADA CHINA CYPRUS kAZAkHSTAN SWEDEN
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IRELAND SOUTH AFRICA
For the most up-to-date contact information for all Amdocs offices worldwide, please visit our website at www.amdocs.com/corporate.asp.
Copyright © Amdocs 2012. All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. Amdocs reserves the right to revise this document and to make changes in the content from time to time without notice. Amdocs may make
improvements and/or changes to the product(s) and/or programs described in this document any time. The trademarks and service marks of Amdocs, including the Amdocs mark and logo, Ensemble, Enabler, Clarify, Return on Relationship, Intelecable, Collabrent, Intentional Customer Experience, Cramer and
Qpass are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners. Created 1/2012