• CRM Magazine "Best Agent-Facing Universal Desktop Software" Amdocs v.13, 2007
• Customer Interaction Solutions Magazine "Product of the Year Award" Amdocs v.12, 2003
• ISM "Top 15 CRM Enterprise Software Award" Amdocs, 2003-2007
• CRM Magazine "CRM Market Leaders Award" Amdocs, 2003, 2005
• Gartner "CRM Excellence Award" Amdocs, 2003

Amdocs Smart Agent Desktop provides a single unified user interface for all of the applications in the Amdocs CES CRM Application Suite. It allows users to open multiple windows from different applications simultaneously within a single web browser window, without third-party plug-ins. It delivers a rich user experience with an intuitive user interface, context-driven navigation, and multiple ways to navigate common processes. It features a single context sensitive menu system, an interaction toolbar, customizable toolboxes, and a main desktop workspace environment with drag-and-drop windows. The user interface leverages many of the traditional conventions of Windows and Macintosh software applications.

• Redesigned and reorganized form fields across 35 UI windows of existing content Objects from multiple applications to present content consistently and clearly to allow users to anticipate where information will be located on within the UI window. Defined component-based content modules within the Objects to support end-user customization based on specific industry and regional needs.
• Reduced time needed for a user to Edit all content Objects by streamlining the process from 2 down to 1 UI window, removed all additional pop-up windows used to edit information located in tabs, and eliminated a minimum of 2 clicks.
• Designed UI interaction specifications to allow a user to manipulate UI windows that appear in the main desktop workspace environment to contain content from the multiple Web Applications.
• Designed UI interaction specifications to allow a user to manipulate UI windows that appear in the main desktop workspace environment and are used as toolboxes to contain customized content from the multiple Web Applications.
• Designed UI interaction specifications for a pre-defined Open Windows Toolbox that appears in the main desktop workspace environment and is used to allow a user to manipulate all open UI windows from the multiple Web Applications.
• Designed UI interaction specifications to allow a user tile multiple UI windows in different layouts.
• Designed UI interaction specifications to allow a user to manipulate UI windows with minimize and maximize functionality.
• Designed UI interaction specifications for a context sensitive interaction toolbar to allow a user to have quick access to functionality from multiple Web Applications.
• Designed UI interaction specifications for a context sensitive single context sensitive menu system to allow a user to have access to all the functionality from multiple Web Applications.
• Designed UI interaction specifications for dynamic fluid layouts that resize to the current width of the workspace UI window.
• Designed UI interaction specifications for dynamic content labels and titles that resize to variable character lengths in support of internationalization.
• Designed UI interaction specifications for edit-in-place functionality to allow a user to view and edit information in a single UI window.
• Designed UI interaction specifications for single save functionality to allow a user to bulk save information edited across multiple tabs within a single UI window.

Amdocs Intent-Driven Contact Center generates revenues by leveraging existing data on customers to offer them more relevant products and services. Agents receive the information they need to deliver a consistent "intentional customer experience" every time they are in contact with customers via all communication channels, including phone, web, chat, email, postal mail or fax.

• Designed the core Objects: Contacts, Accounts, Sites, Activity History, Notes, Leads, Lead Stages, Opportunities, Campaigns.
• Reduced time needed for a user to create a New Contact at a new Account by streamlining the process from 5 down to 1 UI window, and eliminated 4 clicks and 2 round-trips to the database.
• Removed the need for a user to check for a duplicate Contact manually when creating a New Contact.
• Removed the need for a user to select a New Contact's existing Account manually, and existing Site manually.
• Reduced time needed for a user to Edit Contact information by streamlining the process from 3 down to 1 UI window, removed all additional pop-up windows used to edit information located in tabs, and eliminated a minimum of 2 clicks.
• Designed functionality to allow users to view all activities and notes for a single Contact in a single UI window, eliminating the need for agents to browse through multiple UI windows of activities and notes fields spread across multiple core objects.
• Reduced time needed for a user to Edit all content Objects by streamlining the process from 2 down to 1 UI window, removed all additional pop-up windows used to edit information located in tabs, and eliminated a minimum of 2 clicks.

Amdocs Support enables comprehensive support within multi-tier support organizations to manage all aspects of customer support and service with accountability.

• Designed the core Objects: Cases, Subcases, Solutions, Resolutions, Contracts.
• Reduced time needed for a user to create a New Case by streamlining the process from 4 down to 1 UI window, and eliminated a minimum of 3 clicks and 1 round-trip to the database.
• Removed the need for a user to initialize a New Case (to receive an assigned Case ID number from system) before having the ability to perform data-entry on the New Case.
• Designed Case Types feature for the Case object to allow users to select from 3 dependant drop-down fields in order to determine what set of tabs will be presented to the user. Selecting different combinations of Case Types 1-2-3 reveal different sets of tabs for that specific Case object.
• Reduced time needed for a user to Edit Case information by streamlining the process from 2 down to 1 UI window, removed all additional pop-up windows used to edit information located in tabs, and eliminated a minimum of 2 clicks.
• Designed Administration tool allowing administers to relate Case Types to specific Case tabs.
• Reduced time needed for a user to Edit all content Objects by streamlining the process from 2 down to 1 UI window, removed all additional pop-up windows used to edit information located in tabs, and eliminated a minimum of 2 clicks.

Amdocs Field Service enhances the communication between contact center agents or service desk representatives and field resources, so that you can deliver unified, seamless customer service from initial contact through to onsite resolution.

• Designed the core Objects: Dispatch Field Engineers, Create Part Requests, and Log Parts Used.
• Reduced time needed for a user to Dispatch a Field Engineer by allowing a user to select from a list of all field engineers available for a selected time period, replacing the reverse concept of displaying all field engineers unavailable.
• Reduced time needed for a user to create a New Part Request by streamlining the process from 4 down to 1 UI window, and eliminated a minimum of 3 clicks and 1 round-trip to the database.
• Reduced time needed for a user to Edit all content Objects by streamlining the process from 2 down to 1 UI window, removed all additional pop-up windows used to edit information located in tabs, and eliminated a minimum of 2 clicks.