WASHINGTON, D.C.--Amdocs recently signed a deal with social analytics firm Attensity which could allow companies such as Comcast (Nasdaq: CMCSA) and DirecTV (Nasdaq: DTV) to respond to customer service complaints posted on Twitter by analyzing billing records, executives told FierceCable Tuesday.
One Amdocs customer is preparing to deploy the solution, which can route service complaints culled from social networks to customer service representatives, said Amdocs VP and Head of Innovation Gil Eiges in an interview at The Cable Show. He wouldn't name the company.
Several multichannel providers already monitor feedback on Twitter and use their own Twitter accounts to communicate with subscribers, but "most of them haven't integrated it into the customer management tools. That's what we're trying to do," Eiges added.
Ken Roulier, CTO of Amdocs' broadband, cable and satellite division, said the technology vendor is adding the social media tool to its Proactive Care solution, which is aimed at anticipating customer service issues.
In addition to Comcast and DirecTV, Amdocs pay TV customers include Dish Network (Nasdaq: DISH), Cable One, Bend Broadband and Canadian MSO Rogers Communications (NYSE: RCI).
Amdocs is also expanding into multiplatform customer care solutions. The Chesterfield, Mo.-based company announced at The Cable Show this week that it is teaming with video-on-demand technology vendor SeaChange to help operators introduce next-generation video services including personalized, multiscreen video and targeted advertising.
- see the Amdocs - Seachange release
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