Amdocs DigitalONE Platform to enable customers become digital service providers

Amdocs has announced its newest offering to help its customers accelerate their journey to become digital service providers – Amdocs DigitalONE. DigitalOne is a digital enablement platform for customer care and commerce spanning the entire order lifecycle. It allows communications and media companies the business agility to offer new digital experiences of the type and at the pace of native Internet companies like Amazon, Uber and Airbnb. Furthermore, they can offer this regardless of which business support system they have in the back-end.

This is enabled by the unique, microservices-based architecture of DigitalONE which offers a full DevOps environment. Each microservice constitutes an autonomous functionality that can be independently deployed – so that service providers can continuously improve commerce and care experiences by introducing new capabilities in short DevOps cycles. The platform itself is also cloud-native – so that it can scale on-demand to support changing activity levels. Furthermore, it incorporates open-source technologies and exposes application programming interfaces (APIs) that comply with TM Forum standards – so that new capabilities can be easily added by internal and external developers and re-used across engagement channels.

“We are proud to launch our next-generation cloud-native, care and commerce digital offering, architected uniquely for the communications and media industry. This microservices-based platform is already deployed, serving millions of end-users,” said Anthony Goonetilleke, Group President, Amdocs Technology. “It is part of our open and integrated portfolio which offers service providers a variety of digital transformation approaches, from transforming a single channel to transforming the entire front-end care and commerce layer across channels, to a full-blown business transformation.”

DigitalONE is comprised of three different layers that can be deployed in a modular fashion: a digital microservices layer incorporating all care and commerce flows spanning ordering and product catalog processes, an omni-channel widget-based digital experience layer servicing agents and customers with visual web presentations of these flows, and an additional layer with channel-specific applications for self-service, retail, social, call centers and chatbots. Service providers can also choose to deploy their own channel-specific applications on top of it.

The platform enables service providers to offer existing and occasional customers a new level of care personalization in telecom and a real, digital shopping experience. Leveraging a 360-degree customer view and embedded intelligence, it enables next-best-action and next-best-offer recommendations tailored to customer wants and needs. It does this consistently across channels and multi-play, partner and hard good offerings, with seamless handover between channels and between virtual and live agents.