- Group-wide partner tapped to deliver CRM upgrade for Spanish OpCo.
- Tie-up marks an expansion of previous CX-oriented arrangement.
- Focus on helping facilitate Vodafone Spain’s “TechCo” transition and cost reductions.
Vodafone and Amdocs go again on CX improvement
Source: Artur Kraft / Unsplash
Telecoms software and services provider Amdocs added another contract win with Vodafone Spain (VfS), focused on customer relationship management (CRM) system “modernisation”.
The deal will see Amdocs upgrade application infrastructure underpinning VfS’s CRM system to help maximise “return on investment”. The engagement features the provision of Amdocs’ DigitalONE cloudpowered customer analytics and “pre-emptive care” suite, enabling “real-time” responses to insights it accumulates about subscribers.
The fresh, Amdocs-upgraded CRM system is expected to achieve gains in efficiency and customer experience (CX), while reducing VfS’s total cost of ownership.
It was noted that the CRM upgrade contract builds on a “successful” prior engagement, flagged in early-2020 (Vodafonewatch, #183). This saw the vendor lend its expertise to a project aimed at bolstering VfS’s understanding of customer journeys across its various touchpoints, including Facebook and Twitter, SMS messaging, the operator’s website, and TOBi, Vodafone’s artificial intelligence-based virtual assistant.
Making a house a home
Amdocs has a significant presence within Vodafone’s international IT estate. Since 2019, the vendor has highlighted work with: Safaricom (on a revenue assurance upgrade project); Vodafone Germany (a seemingly broad “business and IT transformation” and CX improvement, similar to ones at a handful of European OpCos); VodafoneZiggo (Telco Cloud services for enterprise clients); and Vi in India (reworking the IT backend — Vodafonewatch, #181, #183, #188, #193 and passim). It also recently tied with the Group’s Luxembourg-based innovation hothouse Tomorrow Street to support the scaling up of portfolio startups (Vodafonewatch, #196).