Mtel, Bulgaria’s leading mobile, fixed, broadband and IPTV services provider is leveraging the new Amdocs DigitalONE platform to transform the digital commerce and care experience of its more than four million subscribers through its 200+ retail stores, call centers.
With the solution, Mtel will gain a 360 degree customer view with intelligence-driven, contextual and tailored customer engagements which will help differentiate the company with today’s digitally savvy consumers, said Amdocs.
Mtel is focusing on engagement channels fundamental to addressing growing customer expectations for superior digital experiences that are personalized and engaging.
Built to be open and modular, Amdocs DigitalONE is part of Amdocs’ open and integrated stack of offerings for digital enablement of service provider operations from the network layer, all the way up to the customer engagement layer. It will enable Mtel to provide its service agents with an omni-channel, widget-based digital experience that includes visual web representations of the customer in context of where they are on their care and commerce journey. While presenting a unified view of the customer experience, there are channel-specific applications for customer care agents in retail stores and call centers.
By modernizing its retail engagement capabilities based on Amdocs business process best practices and experience with intelligence-driven customer journeys, Mtel will be able to make changes quickly and easily utilizing its unique build once, deploy many times widget toolkit.
With this enhanced business agility, Mtel can quickly deploy new capabilities to enhance the customer experience across all of its customer engagement channels.
Alexander Dimitrov, CEO, Mtel
As we rapidly move towards an increasingly digital society, it is imperative that every company, including Mtel, be diligent in continually investing in and improving its customer care and commerce systems and simplifying and optimizing its business processes.
Anthony Goonetilleke, Group President, Amdocs
In today’s digital landscape, designing and building new products and services that exceed consumer expectations requires continuous innovation. Mtel has embraced this continuous innovation strategy and, as a result, is well positioned to produce some of the most exciting experiences for its customers.
