Camunda > Case Studies > Amdocs: Transforming the Customer Experience in Telecommunications through Order Management Automation

Amdocs: Transforming the Customer Experience in Telecommunications through Order Management Automation

Customer Company Size

Large Corporate

Region

Asia
Europe

Product

DigitalONE
Camunda Platform

Tech Stack

Process Automation
Microservices Architecture
Workflow and Decision Engines

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Revenue Growth

Technology Category

Application Infrastructure & Middleware - API Integration & Management
Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing
Business Operation

Use Cases

Process Control & Optimization

Services

System Integration
Software Design & Engineering Services

About The Customer

Amdocs is a leading provider of software and services to the world’s leading players in the communications and media industry. Its solutions enable over 350 service providers in 85 countries to accelerate their digital transformation, accelerate their journey to the cloud and drive growth. With 27,000 employees, Amdocs is listed on the NASDAQ Global Select Market, and had revenue of $4.2 billion in fiscal 2020. Amdocs is helping global telecommunication companies to transform their customer experience, particularly in the area of order fulfillment. The company's solutions are designed to engage customers at the moment of need with precisely the right experience or offer, which can have a dramatic impact on sales.

The Challenge

Global telecommunication companies are facing enormous pressure from new market entrants with cutting-edge business models, ever-changing government regulations, and a hypercompetitive landscape. These factors are forcing market leaders to rethink their operating models and discover ways to cut time and friction from their processes. Legacy tech and long-proven ways of doing business quickly become the biggest barriers preventing monetization. Some telcos bear a too-costly burden of keeping outmoded systems online to maintain revenues from existing business units, which makes it harder to innovate and transform. One critical area where Amdocs is helping telcos companies transform the customer experience is order fulfillment. Engaging customers at the moment of need with precisely the right experience or offer can have a dramatic impact on sales. However, too often legacy services are supported by a large patchwork of legacy systems and loaded with manual and paper-intensive tasks.

The Solution

Amdocs is solving these challenges for many of the world’s leading telcos with DigitalONE, a complete digital enablement platform for customer care and commerce spanning the entire order lifecycle. DigitalONE provides business agility to telcos, enabling the service provider to offer new and complete digital experiences that were once the exclusive domain of streaming- and Internet-native companies. DigitalONE utilizes process automation solutions enabled by the Camunda Platform to automate customer care and ordering workflows that support all engagement types, assisted and unassisted on any channel. The DigitalONE platform enables telcos to determine next-best-action and next-best-offer recommendations tailored to customer wants and needs, and follow through from offer promotion to order placement and delivery, across any channel the end user selects. Camunda Platform automates business processes from end to end, providing a universal automation layer that supports a microservices architecture and can orchestrate the work of any human or system participant of a business process.

Operational Impact

Amdocs' DigitalONE platform enables telcos to determine next-best-action and next-best-offer recommendations tailored to customer wants and needs, and follow through from offer promotion to order placement and delivery, across any channel the end user selects.
Camunda Platform automates business processes from end to end, providing a universal automation layer that supports a microservices architecture and can orchestrate the work of any human or system participant of a business process.
Camunda’s highly scalable workflow and decision engines achieve a magnitude of scale that global communications companies require -- up to 1,000 process instances started per second in some use cases, always maintaining a full history of processes that support reporting and regulatory compliance.

Quantitative Benefit