Case Study: Singtel achieves a consistent, personalized digital experience with Amdocs

Realizing Their Digital Vision Via Full Business Transformation

Singtel Optus in Australia, part of Singtel, wanted to simplify its sales-agent and self-service experience by replacing many separate portals and micro-sites with a single common web content platform. The goal was to improve customer journeys, support 24/7 service, and increase adoption of self-service and bundled offers, using Amdocs as the vendor behind the digital commerce and care transformation.

Amdocs delivered a new commerce and care website that merged more than 20 micro-sites into one portal, unified content management, added Adobe-based widgets, smart chat, and visual agents, and integrated the solution with BSS and third-party systems. The results included over 20% of all orders coming online, launch promotions in hours, faster user experience changes by non-IT teams in minutes, and a 20% increase in multi-play bundle adoption over three years.

Singtel

Wu Choy Peng

Group Chief Information Officer