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Sprint to Implement Amdocs Solution to Improve Customer Experience

May 14, 2012

Customer experience management solutions provider, Amdocs, is announcing this week that wireless service provider Sprint plans to deploy Amdocs' Smart Agent Desktop, a component of Amdocs' CES (Customer Experience Systems) product portfolio. Sprint chose the solution with a goal of enhancing its customers' experience while providing its contact center representatives (CSR) with a more intuitive, time-saving customer management solution.

Sprint will roll out Amdocs' CES solution gradually to thousands of its CSRs in contact centers worldwide. Smart Agent Desktop is already providing substantial improvements in front-line productivity metrics, including a reduction in the average time it takes a CSR to handle a call, according to Amdocs.

For Sprint's customers, the new system brings with it the expectation of quicker responses, more accurate transactions and fewer repeat calls because Sprint's customer care agents can resolve more issues on the first contact.

“Sprint is committed to providing the best customer service – as shown by the fact that the 2011 American Customer Satisfaction Index showed Sprint is unbeaten among major wireless carriers for customer satisfaction and is the number one most improved U.S. company in customer satisfaction, across 47 industries, over the last three years,” said Peter Campbell, SVP of Information Technology for Sprint. “Deploying Amdocs Smart Agent Desktop is a major part of that commitment as we can now provide a consistent, intuitive experience for our call center representatives.”

Amdocs maintains that wireless companies, whose quality of customer service (or lack thereof) is often debated endlessly in the news and among consumers, often compete on the quality of the customer support they offer. The Amdocs implementation is expected to help Sprint agents offer even higher quality customer support interactions.

“Designed with a new user interface that dramatically improves the CSR's experience, Amdocs Smart Agent Desktop cuts down on training time due to its streamlined desktop and the use of predefined processes to guide the agent,” said Rebecca Prudhomme, vice president of product and solutions marketing for Amdocs. “It also makes the agent's job easier, allowing him or her to concentrate on improving the customer's experience.”

For more information about Amdocs, visit

Edited by Braden Becker