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Cable Technology Feature Article

May 28, 2009

SmartTrust Upgrades Amdocs Service

By David Sims, TMCnet Contributing Editor

Ana Marquez, Technical Support Manager at SmartTrust (News - Alert), said Amdocs "identified how we could enhance the existing system to better support our business needs, such as ensuring cases are managed and resolved in compliance with customer service level agreements, as well as improving agent efficiency by centralizing information management."

The Amdocs (News - Alert) service assurance product lets SmartTrust offer support "regardless of the communication channel -- e-mail, phone or Web -- and geographical location," company officials say, "With integrated business processes and improved workflow management, SmartTrust can now respond more efficiently to SLA issues."

Amdocs reported revenue of $3.16 billion in fiscal 2008, and counts over 17,000 employees.

Last month TMC reported that Amdocs is focusing its marketing efforts to support the broadband cable industry by showcasing a prototype of its tru2way (interactive digital cable services delivered over the cable video network) technology at the CableNET Technology Showcase. The vendor also highlighted its operational support systems for cable broadband.

Building on what company officials call its place in "business support systems for the cable broadband industry," Amdocs has what they say is a "complete OSS portfolio for the cable service providers. It includes support for capacity planning and management, inventory and discovery, and the order-to-fulfillment process from service management to activation and assurance."

A recent demonstration showed off Amdocs' technology to enable cable customers to self-activate services on a tru2way set-top box and cable-ready TVs. Tru2way applications use CableLabs' (News - Alert) OpenCable Application Platform specification.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jessica Kostek