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Amdocs to Help Sprint Boost the Customer Experience in the Call Center

May 16, 2012

Customer experience management company Amdocs is announcing this week that wireless carrier Sprint is deploying Amdocs' Smart Agent Desktop in order to enhance the quality of the customer experience it provides while providing agents with a more intuitive, time-saving customer management solution, said Amdocs. Smart Agent Desktop, one component of Amdocs' CES (Customer Experience Systems) product portfolio, will be deployed to thousands of Sprint agents in contact centers worldwide in a phased rollout.

The companies say that Smart Agent Desktop is already providing substantial improvements in front-line productivity metrics, including a reduction in the average time it takes a customer service representative (CSR) to handle a call. By cutting the average call handle time down, many companies find they can save significant money. With a solution that allows a company to cut down average handle time without sacrificing quality, companies can both save money and boost the quality of customer service.

"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 No. 1 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,” he said.

Newer solutions that help improve the customer experience help wireless companies – fiercely competitive with one another in the U.S. – gain an edge in customer acquisition. “Wireless providers today compete not just on network coverage, devices and price, but increasingly on the quality of the customer experience they can consistently deliver,” said Rebecca Prudhomme, vice president of product and solutions marketing for Amdocs. “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. It also makes the agent's job easier – allowing him or her to concentrate on improving the customer's experience,” she said.

For more information about the Amdocs solution, visit

Edited by Rich Steeves