A1 Telekom Austria has chosen Amdocs to overhaul the customer experience it provides at its Bulgarian opco.

Mtel, which has over four million subscribers in the Balkan country, will use the Amdocs DigitalONE platform to provide its support staff with a unified view of customer interactions.

Based on TM Forum standards, the platform will allow the operator to create an omnichannel view for each customer, including visual representations of the progress of each interaction.

It also offers applications for specific channels, including retail stores and call centres.

Alexander Dimitrov, CEO at Mtel, said: “As we rapidly move towards an increasingly digital society, it is imperative that every company, including Mtel, be diligent in continually investing in and improving its customer care and commerce systems and simplifying and optimising its business processes.”

Anthony Goonetilleke, Group President at Amdocs Technology, added: “In today’s digital landscape, designing and building new products and services that exceed consumer expectations requires continuous innovation.

“Mtel has embraced this continuous innovation strategy and, as a result, is well positioned to produce some of the most exciting experiences for its customers.

“Moreover, Mtel will improve its business agility by leveraging the powerful 360 degree view it gains of its customers’ journeys and the digitalisation of its commerce and care processes across engagement channels.”

Mtel already has a managed services deal with Amdocs for its business support systems.

Last year saw the vendor winning tech deals with customers including Orange Poland and Vodafone.

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