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Amdocs Customer Experience Systems - Enterprise Software Suite
Enterprise Software Suite - CRM, Call Center, Support, Sales, Billing
From 2002-2005, Cory designed the UI, interaction, functionality, features, navigation, and organization for a web desktop environment (webtop RIA Java Client) with a multiple document interfaces to provide a unified desktop for all applications in the software suite. (Amdocs Smart Agent Desktop / Smart Client Framework). He designed the UI, interaction, functionality, features, navigation, and organization for numerous B2E interactive web applications (RIA Ajax) over 6 SDLC releases for Amdocs Customer Experience Systems enterprise software suite. He migrated and reverse engineered the interaction and UI of legacy executable mission-critical enterprise software into interactive web applications delivered as a service over a network (Software as a Service, Cloud Computing). He streamlined complex functionality by balancing existing business processes with actual needs of the users in anticipated real world situations with customers.
The software is used by US Top 5 Telecom, Fortune 500, and the world's largest companies including AT&T, BT Group, Comcast, DirecTV, MertroPCS, Sprint Nextel, T-Mobile, Verizon, and China Mobile. Cory's designs help Amdocs win CRM Magazine's Best Agent-Facing Universal Desktop Software in 2007, Customer Interaction Solutions Magazine's Product of the Year Award in 2003, and awards from Gartner.
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Amdocs Customer Experience Systems Enterprise Software Suite was awarded numerous accolades including CRM Magazine's Best Agent-Facing Universal Desktop Software in 2007; Customer Interaction Solutions Magazine's Product of the Year Award in 2003; and awards from Gartner.
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Highlights
- Received 2 Outstanding Dedication Awards and 2 Certificates of Achievements.
- Designed UX based on convergence of specific needs of the identified users in high-volume call centers, support centers, and sales environments.
- Designed the UI, interaction, functionality, features, navigation, and organization for a web desktop environment (webtop RIA Java Client) with a multiple document interfaces to provide a unified desktop for all applications in the software suite. (Amdocs Smart Agent Desktop / Smart Client Framework)
- Designed the UI, interaction, functionality, features, navigation, and organization for numerous B2E interactive web applications (RIA Ajax) over 6 SDLC releases for Amdocs Customer Experience Systems enterprise software suite. Software is used by CSR and sales agents handling customer phone calls in high-volume call centers, support centers, and sales environments used by US Top 5 Telecom, Fortune 500, and the world's largest companies including AT&T, BT Group, Comcast, DirecTV, MertroPCS, Sprint Nextel, T-Mobile, Verizon, and China Mobile.
- Migrated and reverse engineered the interaction and UI of legacy executable mission-critical enterprise software into interactive web applications delivered as a service over a network (Software as a Service, Cloud Computing).
- Streamlined complex functionality by balancing existing business processes with actual needs of the users in anticipated real world situations with customers.
- Translated high level design documents, research, and needs into detailed design documentation used by others to build the final product.
- Decreased call handling time which resulted in companies reducing costs and saving millions of dollars.
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Deliverables
- Use Cases for new Web Applications.
- Use Case Relationship Diagrams for new Web Applications.
- UI Wireframes for new Web Applications user interface layout and presentation.
- User Task Flows for new Web Applications to describe a user's interaction with the system.
- Complete Functional Detailed Design Specification Documents (25+) with UI Wireframes, User Task Flows, Flow Charts, and written specifications to explain key aspects of features and functionality.
- Graphic Mock-ups for new Web Applications visual design and graphic design including color, typography, icons, and animations.
Amdocs CES Product Accolades
- 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
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Companies Who Use Amdocs CES
- AT&T
- Verizon
- Sprint Nextel
- T-Mobile
- Comcast
- DirecTV
- Qwest
- MetroPCS
- Alltel
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- Motorola
- H&R Block
- Deutsche Telekom
- Telefonica
- France Telecom
- Vodafone
- BT Group
- China Mobile
- China Telecom
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- KT Freetel
- MegaFon-Moscow
- Mobilkom Austria
- BEA Systems
- BellSouth
- Halton Borough Council
- Intuitive Surgical
- LodgeNet
- Nortel Networks
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- Office Max
- Quixtar/Amway Global
- RH Donnelley & Sons
- Reliance Communications
- Telekom Austria
- Telstra
- TelstraClear
- VimpelCom
- Yorkshire Water
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"Amdocs CRM and the earlier ClarifyCRM are marketed under the name Amdocs Customer Experience Systems (Amdocs CES), a comprehensive customer management suite designed specifically for large complex services organizations with a focus on the customer experience, customer interactions, and the customer lifecycle across every customer touch point."
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