Case Study: Mtel achieves faster retail commerce and care experiences with Amdocs

Modernizing the Retail Commerce and Care Experience

Mtel, Bulgaria’s leading mobile provider with 4.1 million subscribers, needed to modernize its retail commerce and care experience. The company wanted to reduce new-agent training time, streamline customer interactions, and give retail agents a simpler, fuller view of each customer, and it partnered with Amdocs to do so.

Amdocs implemented a retail agent web application, a Customer 360° view solution, and an omni-channel experience layer using Amdocs DigitalONE on top of Amdocs Ensemble and CES 7.5. The result was a time-to-market of 8 months, reduced agent training time, lower in-store average handling time, and optimized business process steps, helping Mtel accelerate its digital transformation.

Mtel

Alexander Dimitrov

Chief Executive Officer