client

Amdocs

By leveraging the power of machine-learning and personalization engines, we've engineered a platform that's out of this world.

the organization
O

Amdocs is a leading software solution provider for the telecommunications industry. A multi-billion dollar company with over 24,000 employees, Amdocs provides bespoke solutions for telecom providers such as Vodafone and AT&T.

Over the past few decades, they acquired a number of complementary companies to stregthen their position as the leader in the marketplace. Today, they work primarily in the B2B space, providing mobile, satellite & infrastructure telecom consulting services. In sum, Amdocs helps the entire telecom industry by providing digital solutions that speed up companies' ability to go-to-market faster and more effectively.

the challenge
C

Amdocs already provides the industry with solutions such as document management, engineering, and quality assurance - they wanted to develop a new business channel for communicating with customers and cross-selling to them via E-learning. Amdocs decided to launch a new product called Amdocs Academy, a personalized suite of tools designed to help large clientele upskill their entire employee-base.

As this was a large-scale initiative, Amdocs was looking for a partner that could deliver on an end-to-end solution - from the planning an architecture, to integration and implementation, to training and deployment.

A personalization-driven machine learning engine that organically upskills employees

How do you organically upskill employees without resource inefficiency? An artificial-intelligence based, back-end engine that reengineers the learning material that each employee receives based on learning gaps, knowledge gaps, and data from performance management systems.

the solution
S

We initially collaborated on outlining a product strategy that could guide the formation of the business and technical requirements of the software. An agile team worked closely with Amdocs management in order to define initial features and launch objectives with a very clear mission. The product would have the flexibility to upskill employees across a number of different specializations while providing customers the ability to monitor employee progress.

For example, a telecom financial analyst working at Vodafone could easily upskill on processing invoices effectively, converting billing documents, and creating purchase orders, just as easily as a call center agent could learn how to manage customer data and escalation events. Both would be able to learn on a single adaptive platform that catered content based on their preferences and learning style. Icreon defined six roles for the e-Learning platform: the Call Center Agent, the Retention Agent, the Retail Agent, IT Support, Administration and the Team Lead.

The outcome was a solution that enables Amdoc to provide their customers eLearning as a Service - currently being used by the likes of Verizon, AT&T and Vodaphone. The solution leverages machine learning models that evaluate employee management, and automatically re-adjusts their learning content in real-time. In addition, the solution leverages big data analysis to automatically score, evaluate and feed new content to employees so that they can learn relevant new skillsets to their job.

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