Amdocs Releases DigitalONE Platform

ST. LOUIS ⎯ Amdocs, a provider of software and services to communications and media companies, announced Amdocs DigitalONE, a solution to help its customers accelerate their journey to become digital service providers. 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.

Microservices-based Architecture
This is enabled by the 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.

Modular Deployment
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.


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