Market Perspectives

We are happy to share some insights about Amdocs drawn from our latest Value Index research, the 2023 Ventana Research Value Index: Customer Experience Management, which assesses how well vendors’ offerings meet buyers’ requirements.

In all of our Value Indexes, we utilize a structured research methodology built on evaluation categories designed to reflect real-world criteria and derived from RFP responses and a vendor selection process for analytics and business intelligence. We evaluated Amdocs and 21 other vendors in seven categories, five relevant to the product — Adaptability, Capability, Manageability, Reliability and Usability — and two related to the vendor — TCO/ROI and Vendor Validation. To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our Benchmark Research on Customer Experience (CX).

Amdocs, a leading software and services provider to communications and media companies, was categorized as a Vendor of Merit and ranked 16th overall in this Value Index evaluation. Amdocs performed best in Reliability where it ranked first and was a Value Index Leader in the category.

Amdocs’ Customer Experience Suite was built to serve the needs of the communications industry and excels at providing consistent, high-capacity performance in use-cases relating to customer churn, billing and managing subscription relationships. Amdocs also ranked competitively in Vendor Validation, demonstrating high levels of customer commitment that result in excellent customer support and retention of them.

To rank higher in Capability, Amdocs could have more depth and support for interdepartmental use-cases to expand their value to a wider range of business personas, including customer and marketing teams. Our research finds that Amdocs appeals to technology-minded buyers, and it could provide more clarity to the market on the components that appeal to business and how they interoperate to support CX strategically as an organization grows.

To improve its ranking in Customer Experience, Amdocs can further articulate the strategic value of an integrated platform as a benefit of its approach. Regarding its ranking in Product Experience, and specifically in Capability, the Customer Experience Suite has many of the components needed to implement an organization-wide customer experience management (CXM or CEM) strategy, but it is not fully connected or targeted to the breadth of line-of-business needs, preventing complete realization on the value of its overall offering. Amdocs’ depth and experience in the communications industry also provides it an opportunity to meet broader industry needs.

This assessment was based on Amdocs’ CXM products available in 2022.

Amdocs, like all vendors in this space, should continue working towards a holistic, integrated CX platform that addresses the needs of users across the enterprise. Connecting workflows from marketing, sales and service teams should be a key priority.

This research-based index is the most comprehensive assessment of the value of CXM software in the industry. Technology buyers can learn more about how to use our Value Index by clicking here and included vendors that wish to learn more can click here. Read the report here.