Call-Center Agents Get Help From Amdocs - InformationWeek

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Call-Center Agents Get Help From Amdocs

Amdocs ClarifyCRM 12 adds customer-interaction module and integration with billing systems.

Customer-relationship management and billing software vendor Amdocs Ltd. has unveiled Amdocs ClarifyCRM 12. Highlights of the latest version include a new Customer Interaction Manager module, improved order-management capabilities, and predictive analytics for more targeted marketing and selling.

The new management module pulls together information from all Amdocs ClarifyCRM modules, including sales, support, and marketing, into a single desktop screen. That gives call-center service agents insight into every interaction the customer has had with the company and provides suggestions to guide the conversation toward a more loyal and profitable relationship.

The entire suite can be integrated into billing systems, so billing inquiries and adjustments can be resolved during the first conversation between the customer and the company.

The enhancements line up with what most CRM vendors are striving to offer their customers: improved analytics and simplified CRM applications that work across business units to provide a single view of the customer.

Amdocs ClarifyCRM 12 will be available in July.

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