Amdocs intros cloud customer care platform

Jan. 24, 2018
Amdocs (NASDAQ:DOX) has introduced Amdocs DigitalONE, a digital enablement platform for customer care and commerce spanning the ...

Amdocs (NASDAQ:DOX) has introduced Amdocs DigitalONE, a digital enablement platform for customer care and commerce spanning the order lifecycle. It's intended to allow communications and media companies to offer new digital experiences of the type and at the pace of native Internet companies like Amazon, Uber and Airbnb. The system is designed to be business support system (BSS) agnostic.

DigitalONE features a microservices-based architecture to support a DevOps environment. Each microservice constitutes an autonomous functionality that can be independently deployed. The platform itself is also cloud-native and incorporates open-source technologies and exposes application programming interfaces (APIs) that comply with TM Forum standards.

"Today's customers expect nothing less than superior digital experiences when and where they want them; service provider care and commerce operations need to increase their agility if they are to deliver on this," said Tim McElligott, senior consulting analyst at leading analyst firm Stratecast, a Frost & Sullivan company. "With DigitalONE, Amdocs has decomposed these areas of service provider operations into small microservices to do just that. Combined with Amdocs' DevOps approach to platform delivery, this is the most advanced microservices value proposition so far in the industry."

"We are proud to launch our next generation cloud-native, care and commerce digital offering, architected uniquely for the communications and media industry. This microservices-based platform is already deployed, serving millions of end users," said Anthony Goonetilleke, group president of Amdocs Technology. "It is part of our open and integrated portfolio which offers service providers a variety of digital transformation approaches, from transforming a single channel to transforming the entire front-end care and commerce layer across channels, to a full-blown business transformation. Service providers are taking different paths depending on their business objectives and state of digital maturity, and with DigitalONE, we can help them see accelerated results and capture a leading position in the digital economy."

DigitalONE consists of three different layers that can be deployed in a modular fashion: a digital microservices layer incorporating all care and commerce flows from ordering to product catalog processes, an omni-channel widget-based digital experience layer servicing agents and customers with visual web presentations of those flows, and an additional layer with channel-specific applications for self-service, retail, social, call centers and chatbots. Service providers can also choose to deploy their own channel-specific applications on top of it.