Amdocs Unveils Amdocs Smart Agent Desktop To Improve Call Center Efficiency and Deliver Enhanced Customer Experiences


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ST. LOUIS, MO – November 28, 2007 – Amdocs (NYSE: DOX), the leading provider of customer experience systems™, today announced the release of Amdocs Smart Agent Desktop, a comprehensive, agent-guiding solution designed specifically for companies with high-volume, high-attrition call centers that use multiple, disparate customer management applications. Smart Agent Desktop unifies agent desktop applications and provides real-time agent guidance specifically addressing the vital needs in today’s call centers, such as agent efficiency and cost reduction, revenue generation, and long-term customer satisfaction and loyalty. Additionally, Smart Agent Desktop runs on Amdocs Smart Client Framework, a new technology framework that provides a single, enhanced user interface for all front- and back-office employee desktop applications.

“Today, forward-thinking companies are investing in projects that foster customer centricity to deliver proactive service, and drive knowledge-guided interactions to optimize the customer experience,” said Sheryl Kingstone, director at technology research and consulting firm Yankee Group. “Amdocs’ approach with the Smart Agent Desktop makes it a viable new option for companies to consider when making their investments to improve their customer interactions.”

Smart Agent Desktop delivers a number of new capabilities to enhance a call center’s systems, agent skills, and processes. New functionality includes:

Unified Desktop combines isolated application screens into one synchronized and collaborative desktop, designed to support the rapid flow of call center interactions and reduce caller wait times.
Agent Guidance improves the quality of interactions by delivering intelligent guidance and timely and context-appropriate advice to the agent during interactions with the customer. This helps to reduce training time and cost by enabling on the job training, which speeds the roll out of products and services.

Interaction Process Monitoring and Analysis delivers call center operation intelligence, which helps the organization identify and eliminate problem areas and bottlenecks to improve customer interaction processes and reduce error rates. Through the use of customer intelligence, this capability personalizes each interaction, increasing interaction relevance and improving customer retention and loyalty.
Amdocs Smart Client Framework

Smart Agent Desktop runs on Amdocs Smart Client Framework, a next-generation presentation layer for all employee facing applications that vastly improves usability and accelerates performance, providing true integrated customer management at every touch point. Through an innovative use of a lightweight Java client and a modern user interface design, Amdocs Smart Client Framework increases the productivity of customer service representatives by minimizing system wait time and reducing the number keystrokes and mouse clicks needed to quickly access the right information. The Smart Client Framework also was specifically designed to enable agile development and centralized management of contact center applications.

T-Mobile Austria has deployed a prototype of the new Smart Client Framework.

“The quality and stability that Smart Client Framework provides is very promising, as it fulfills the requirements of a high-performance contact center solution,” said Peter Weiss, executive vice president of customer care for T-Mobile Austria. “And since the product is compliant to the service-oriented architecture (SOA) concept and standards, it is easy to integrate into T-Mobile’s system infrastructure and with other external systems we work with. In a competitive market like ours, tools that help us deliver a better customer experience, like Smart Client Framework, are of particular interest.”

Smart Agent Desktop is among the first solutions that supports the vision of the recently announced Amdocs Customer Experience Blueprint. Amdocs recently unveiled this new industry-specific, practical blueprint to guide service providers’ transformation from providers of voice, video and data to purveyors of the digital lifestyle. Smart Agent Desktop underscores this vision by enabling service providers to offer enhanced customer interactions as they bring to market new, competitive services.

“With increased market competition and demands from customers, today’s service providers need all-encompassing solutions that incorporate every aspect of customer handling,” said Charles Born, vice president of corporate communications for Amdocs. “Amdocs continues to deliver solutions that enable service providers to streamline and improve their call center processes, while lowering their cost of ownership and ultimately enabling them to deliver the best possible customer experience.”

About Amdocs
Amdocs is the market leader in customer experience systems innovation, enabling world-leading service providers to deliver an integrated, innovative and intentional customer experience(TM) at every point of service. Amdocs provides solutions that deliver customer experience excellence, combining the software, service and expertise to help its customers execute their strategies and achieve service, operational and financial excellence. A global company with revenue of $2.84 billion in fiscal 2007, Amdocs has more than 16,000 employees and serves customers in more than 50 countries around the world. For more information, visit Amdocs at

Amdocs Forward-Looking Statement
This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs growth and business results in future quarters. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general economic conditions, Amdocs ability to grow in the business markets that it serves, Amdocs ability to successfully integrate acquired businesses, adverse effects of market competition, rapid technological shifts that may render the Company’s products and services obsolete, potential loss of a major customer, our ability to develop long-term relationships with our customers, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future; however, the Company specifically disclaims any obligation to do so. These and other risks are discussed at greater length in the Company’s filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2006 and in our quarterly Form 6-K furnished on February 6, May 11 and August 6, 2007.

Media Contacts:
Garland Harwood
Weber Shandwick for Amdocs
Tel: +1-212-445-8373
E-Mail: gharwood at

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  1. There has been an explosion of call centers all over the world, especially in European countries. Even though the phone calls go to the US, these companies have to gain from the small salaries they are paying the employees. I have seen such a place, a lot of bureaus in one room with a computer on each and a set of headphones. This is the perfect job for students that need to work part time as it requires knowing just a foreign language and a bit of computer skills. Some of this companies even offer lessons for those who want to work there but need to learn another language.
    Mary-Anne, link building division.


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