Amdocs , a leading provider of software and services to communications and media companies, and BT, one of the world’s leading communications services companies, announced that in addition to their existing multi-year managed services agreement, BT has implemented Amdocs’ and Lightico’s real-time digital interaction platform across its contact centers, to enable business operations to be conducted digitally and remotely in the cloud. The platform is designed to allow BT’s customers to conduct self-care and sign contracts online, alleviating the need for customers to physically visit BT stores, and drive towards a seamless digital society.
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Through the project, BT has digitized its sales systems, removing paperwork for customers purchasing via BT’s website and enabling BT to bring greater choice, faster time to market and improved flexibility. At BT’s contact centers, hundreds of thousands of sales and service customer journeys are now completed more efficiently due to an intuitive interface.
Paul Greig, director of Contact Centre Sales at BT and EE, said: “The solution has been remarkable in terms of driving both compliance and business benefits. Following the quick and simple integration, we’ve seen a remarkable uptick in our sales and a step-change in our compliance abilities.
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The Amdocs and Lightico solution drives ROI and improves our day-to-day interactions for our customers and advisers, making it easier to continue improving business operations during times when customers are unable to visit us in-store. Partnering with Amdocs and Lightico enables us to digitize and accelerate customer interactions across the board, and we are proud to be able to provide the seamless digital experience our customers expect, while empowering our teams to better serve them.”
“Organizations that focus on customer experience outperform the market by a significant margin,” said Anthony Goonetilleke, group president of Media, Network and Technology, Amdocs. “Together with Lightico, we are enabling BT to provide completely digital and compliant customer journeys from wherever their customers feel most comfortable. Working hand-in-hand with BT, we are enriching customer interactions on critical business processes and are proud to be driving significant business value for millions of BT customers across multiple channels.”
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