To enhance worldwide customer service
Cegedim Dendrite will deploy an Amdocs help desk solution to deliver enhanced support services to its worldwide customer base. Amdocs is a provider of Customer Experience Systems (CES).
Cegedim Dendrite will deploy Amdocs’ Smart Agent Desktop. This product will support a global harmonisation in service delivery, improving efficiency and reducing call transfers. Smart Agent Desktop will enable Cegedim Dendrite to consolidate and access customer data, streamline and create global standards for business processes and automate reporting, resulting in operational efficiency and a better customer experience.
Angelique Aldaya, vice president of global operations for Cegedim Dendrite, said: “We selected Amdocs to harmonize and automate our current help desk processes at a global level. Multi-national Life Sciences companies require comprehensive reports that can help pinpoint worldwide support issues.
By operating a single global help desk solution, we can promptly provide our customers with reports that reflect usage around the globe, helping to identify trouble spots, such as prevalent hardware or software issues or inadequate user training, so that they can make better decisions. Amdocs will support our company-wide goal of achieving total customer satisfaction.”