Amdocs Software Systems Limited

Amdocs Development Limited

Amdocs, Inc.

Craig Dean Hanson

Joseph Patrick O'Hara

Greg Verego

Shanmugam Chinnappa Gounder

William Guinn

David Thorpe

Michael Keith Lemmon

Maxine Campbell

John R D'Amour

Michael Axford

Kevin Edwards

Gretchen Almy McNeely

Scott J Mount

Steven R Wigginton

A component-based customer care management provides a flexible, modifiable, and customizable data processing system that may be tailored according to a business' needs. The component-based system may be deployed as a software, hardware, or software and hardware enterprise system. The enterprise system may include discrete federated task-based components that interface with a database of information through a data management or integration components. The enterprise system may be modified or updated with modifications to components to realize changing data processing needs. The enterprise system may be maintained, revised, modified, or updated without substantial or significant recoding.

Component based customer care management

A system, method, and computer program product are provided for preventing excessive customer care. In use, one or more service provider systems are monitored for at least one proactive care action provided to at least one of a plurality of customers. Further, one or more proactive care actions are detected in the one or more systems. Information associated with the detected one or more proactive care actions is stored. Additionally, one or more proactive customer care interactions associated with the detected one or more proactive care actions are identified. Information associated with the one or more proactive customer care interactions is stored. Furthermore, one or more self-service click through events associated with the detected one or more proactive care actions are detected. Information associated with the one or more self-service click through events is stored. Further, at least one customer care policy of a service provider associated with the one or more service provider systems is identified. Moreover, it is determined whether a determined proactive care action for at least one customer will result in over-care, based, at least in part, on the information associated with the detected one or more proactive care actions, the information associated with the one or more proactive customer care interactions, the information associated with the one or more self-service click through events, and the at least one customer care policy.

System, method, and computer program for preventing excessive customer care

A system, method, and computer program product are provided for proactively identifying and addressing customer needs. In use, at least one customer need for at least one customer is predicted, based, at least in part, on information associated with the one or more detected customer care request triggering events, information associated with the one or more customer care interactions, and information associated with the one or more after-effects.

System, method, and computer program for proactively identifying and addressing customer needs

A system, method, and computer program product are provided for predicting at least one reason for a current call received from a customer. In operation, information associated with at least one transaction corresponding to at least one customer is identified. Additionally, relevant data associated with the at least one customer is determined, based on the at least one transaction. Further, at least one reason for a current customer call received from the at least one customer is predicted, based on the relevant data associated with the at least one customer.

System, method, and computer program for predicting at least one reason for a current call received from a customer

Methods and systems for constructing rules enable a simultaneous display of multiple windows on a display screen of a computer system. The multiple windows include a first window configured as a library and a second window configured as a canvas. Custom configuration of tiles in the library is enabled, and each tile corresponds to a term. Further, selection of the tiles from the library for placement in the canvas is enabled, and the placement reflects a logical statement, which corresponds to one or more instructions capable of being executed by a computer to perform a business function.

Method and system for constructing business rules in a business software system using intelligent tiles

Methods and systems for managing customer activity in a call center include monitoring event data. A mediator filters the event data into an event data set associated with a selected customer. A context component creates a context for the customer based on the event data set. A decision engine performs a probabilistic assessment of an occurrence related to the customer, based on the customer context, and determines an action based on the probabilistic assessment. An action processor initiates the action.

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Elk Grove, CA, United States of America

Craig Dean Hanson