Consumers are demanding an increasingly connected, digital lifestyle. Delivering on such demand takes more than a business as a usual approach. Amdocs that celebrated its 30th anniversary this year attributes its strategy to evolve constantly as the rationale behind the longevity of the company. With global revenue of USD 3.2 billion in fiscal 2011, the company has over 19,000 employees and serves customers in more than 60 countries worldwide.

Amdocs provided exclusive insights and user-focused demonstrations of innovative solutions and technologies that the company is exploring, at the recently concluded Amdocs InTouch Business Forum 2012, at Miami, Florida, where Communications Today was a part of the journalist delegation.

Smartphones bring new complexities to customer service and support requirements, such as complicated devices and services packages. Handling these new demands comes at a cost to support organizations. Service providers seeking to mitigate this added pressure are faced with the challenge of how to meet customer expectations at the lowest possible cost to serve.

Amdocs unveiled global survey findings by Constellation Research that highlight that service providers have an opportunity to significantly reduce the use of call centers and increase customer satisfaction through the use of self-care and proactive notification technologies. The survey also reveals that service providers underestimate consumers' desire to use self-care options and could deflect far more callers to lower-cost channels. Deflecting calls not only reduces costs but also allows call center staff to focus on more complex customer issues and to develop proactive care campaigns, improving customer satisfaction.

Next-generation video consumption, blurring of boundaries between IT and the network, providing ICT and cloud services for enterprises, and the expansion of Amdocs' services option to offer services around more than just Amdocs products within the company's B/OSS domain expertise are four areas on which Amdocs has been concentrating for the future. Video will not be consumed the way it has been for the past two or three years, instead it will be much more social. Seventy percent of the future data would be generated by video.

Eli Gelman
CEO, Amdocs

Uri Gurevitz
Cross Portfolio Marketing, Amdocs

The enterprise segment represents huge revenue potential for service providers, and to capitalize on this market they will need to offer tailored and competitive offerings, including BYOD. By converging BSS and OSS, service providers gain a unified customer view required to support BYOD requests, such as creating hybrid plans and offering device support, ultimately simplifying the customer experience.

Rebecca Prudhomme
Vice President-Product and Solutions Marketing, Amdocs

Yona Ovadia
President-Services Group, Amdocs