Amdocs has launched DigitalONE, a digital enablement platform for customer care and commerce spanning the entire order lifecycle.
The cloud native and microservices-based platform offers a full DevOps environment and is designed to provide communications and media companies the business agility to offer new digital experiences of the type and at the pace of native Internet companies like Amazon, Uber and Airbnb.
Amdocs said each microservice constitutes an autonomous functionality that can be independently deployed – so that service providers can continuously improve commerce and care experiences by introducing new capabilities in short DevOps cycles.
It incorporates open-source technologies and exposes application programming interfaces (APIs) that comply with TM Forum standards – so that new capabilities can be easily added by internal and external developers and re-used across engagement channels.
DigitalONE is comprised of three different layers that can be deployed in a modular fashion: a digital microservices layer incorporating all care and commerce flows spanning ordering and product catalog processes, an omni-channel widget-based digital experience layer servicing agents and customers with visual web presentations of these 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.
The platform enables service providers to offer existing and occasional customers a new level of care personalization in Telecom and a real, digital shopping experience. Leveraging a 360-degree customer view and embedded intelligence, it enables next-best-action and next-best-offer recommendations tailored to customer wants and needs. It does this consistently across channels and multi-play, partner and hard good offerings, with seamless handover between channels and between virtual and live agents.
Tim McElligott, Senior Consulting Analyst, Stratecast, a Frost and 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.
Anthony Goonetilleke, Group President, 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.
