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