Microsoft and Amdocs are collaborating to transform the telecommunications industry by leveraging AI to enhance operational efficiency, improve customer experiences, and drive innovation.
Their partnership combines Microsoft’s advanced cloud and AI technologies, such as Azure and Azure OpenAI Service, with Amdocs’ deep telecom expertise and its amAIz platform, creating tailored, AI-powered solutions for communication service providers (CSPs).
In this insightful discussion, explore how the partnership between Microsoft and Amdocs is driving telco customers towards a future of enhanced operations, customer engagement, and new revenue generation opportunities.
Kathleen Mitford, CVP of Global Industry Marketing at Microsoft, and Liliana Schwartz-Brunner, GM and Head of Global Strategic Partnerships at Amdocs, delve into the transformative power of AI and innovation in the telco industry. Discover how AI-infused customer engagement solutions, seamless integration, and cloud capabilities are reshaping the telco landscape, providing unparalleled scalability and performance improvements.
One key area of transformation is customer engagement. Together, they’ve developed the Customer Engagement Platform (CEP), which integrates AI-driven tools to unify marketing, sales, commerce, and customer service. This platform enables telecoms to deliver seamless, personalized, and digital-first experiences.
For instance, it powers real-time insights and automation, allowing CSPs to handle customer inquiries faster and offer tailored promotions, boosting satisfaction and revenue. A notable example is their work with PLDT, which adopted Amdocs’ Intelligent Networking Suite on Microsoft’s public cloud to streamline network operations and enhance customer service through unified inventory, orchestration, and case management.
Another focus is network optimization. By combining Microsoft’s Azure cloud infrastructure with Amdocs’ telecom-specific AI capabilities, they enable CSPs to modernize their Operations Support Systems (OSS) and Business Support Systems (BSS). This includes automating network management tasks like optimization and provisioning, reducing downtime, and improving reliability. The use of generative AI also helps predict network traffic patterns and proactively address issues, enhancing performance and cutting operational costs.
Additionally, they are advancing business process automation. Through tools like Copilot for Microsoft 365 and Amdocs’ amAIz platform, telecoms can automate routine tasks, such as billing inquiries and content creation, while empowering employees with data-driven insights. This increases productivity and allows staff to focus on higher-value work.
Their joint efforts also extend to generative AI innovation, with a dedicated GenAI Lab and Center of Excellence fostering rapid development and adoption of AI solutions tailored to telecom needs.
Overall, Microsoft and Amdocs are helping telecoms transition into AI-native organizations, where AI enhances core operations, enables new revenue streams, and redefines customer interactions, positioning CSPs to thrive in a competitive, data-driven landscape.
