Amdocs Customer Interaction Manager Clause Samples

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Amdocs Customer Interaction Manager. Amdocs Customer Interaction Manager, a component of the CRM Application, is a unified desktop application that empowers agents to manage multi-media customer interactions based on the customer profile and business process. It delivers actionable, relevant information to the agent’s desktop with context-driven navigation that guides the agent to provide the most efficient and effective service. Amdocs Customer Interaction Manager enables a single sign-on across multiple applications, and eliminates the “cut-and-paste” and “swivel chair” syndromes. This empowers a single agent to service multiple customer requests within a single interaction, eliminating the need to transfer the customer to other departments. To increase the effectiveness of the agent, the workflow and screen navigation are driven according to the context of the customers’ respective requests and profiles. After selecting an interaction topic, the agent is automatically guided through a series of process steps and screens in a pre-defined and intuitive sequence, until the successful resolution of the customer request.
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