Screen Plays Magazine Calls Amdocs CES9 “Essential to Delivering Unparalleled Customer Care”
ScreenPlays Magazine’s September issue highlights Amdocs and their new, modular customer experience solution – CES 9 as an ideal cable operator solution.
The article says that, “Cable operators have reached a moment of truth where technology-driven shifts in market demand combined with unacceptable levels of customer satisfaction require new approaches to running their businesses.
The demand for truly personalized services, the encroachment of over-the-top players on cable operators’ traditional turf, the advent of broadband-delivered home automation and security services, the push for unbundling of cable programming – all these pressures call for a fundamental rethinking of the traditional cable operator business model.
Until now, growth in cable was about adding content and building new service silos, which necessarily put the focus on managing relationships with content suppliers and expanding network capacity and functionalities. These are still important components of operations, but the defining characteristics of what it will take to compete successfully in an era of unbounded customer choice are to be found in the IT domain, where the challenge is to transform customer experience from the anonymity of today’s bundled one-size-fits-all templates to unprecedented levels of personalization and convenience.”
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