Customer experience management solutions provider, Amdocs, is announcing this week that wireless service provider Sprint (News 
- Alert) 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 (News - Alert)) 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 (News - Alert).
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... Read More
