Reliance Communications has upgraded to Amdocs Customer Management 8.1 to increase customer service efficiency while improving customer experience.
The new system will include Smart Agent Desktop, a unified desktop for accessing and using multiple, disparate applications and screens.
It provides a simplified and intelligent user interface for customer service representatives, presenting relevant customer information with context-sensitive recommendations to guide the agent through the interaction.
As a result, Reliance will be able to significantly reduce customer call times, increase first-call resolution rates and reduce system maintenance costs.