Amdocs says it developed the Amdocs Isolation Layer in response to a request from a major North-American cable operator. The platform is designed to provide:
- Unified view and handling of all customers regardless of which biller handles them in the back-end - also enabling new digital channels
- Better customer experience - faster data retrieval and continuity also when back-end system is down
- More effective agent/customer-service representative experience because agents can still process inquiries and support customers even when some systems are "down/off-line"
- Reduced operating expenditure by increasing first-call issue resolutions (FCR), as well as reducing the number of biller system inquiries (which in this case have a per inquiry transaction cost)
The Amdocs Isolation Layer enables the operator to offer a smooth and unified customer-support experience over any channel without having to invest in a digital transformation, the company adds.