Case Study: Amdocs-India keeps employees informed during IT outages with OpenMarket's Mobile Engagement Platform

How Amdocs-India manages IT downtime with SMS alerts, reducing confusion, stress and wasted time

Amdocs faced recurring productivity and communication problems during IT and network outages: employees would inundate the IT helpdesk for updates, and during complete network failures IP desk phones and email were unusable. To keep staff informed in those critical moments, Amdocs engaged OpenMarket and its Mobile Engagement Platform to deliver SMS-based, real-time outage alerts.

OpenMarket implemented a targeted alert service that IT can trigger via a messaging UI or by texting keywords to the system, allowing group-specific notifications even when desktop systems are down. The solution made employees immediately reachable on their mobile devices, stopped the flood of helpline calls, and reduced confusion and stress—keeping operations more resilient and staff better informed during outages.

Amdocs

Tushar Dingale

Network Outage Center Manager