April 26, 2018
Accenture to Help Swisscom Enhance Its Customer Experience
Strategic collaboration enables telecom provider’s transformational journey to become a digital telco
BERN, Switzerland; April 26, 2018 – Accenture (NYSE: ACN) and Swisscom are collaborating to enable the Swiss telecommunications provider to develop new digital services even faster and to improve the customer experience.
A key element of the project entails implementing the Accenture Digital Omni Channel Platform (DOCP), an open-architecture, API- and microservice-based digital decoupling layer that leverages data and cognitive computing to increase the relevance, precision and hyper personalization of services to customers. The DOCP will enable Swisscom to accelerate its ability to offer an omnichannel experience across all lines of customer interaction – including online, in-store and via call centers, mobile apps and social channels.
Accenture will also help Swisscom implement analytics, automation and other technologies to enable the company to reduce costs.
“Market dynamics and consumer demands continue to evolve rapidly,” said John de Keijzer, Swisscom’s head of development. “Customers today expect every touchpoint along their journey to be easy, seamless and highly personalized. To compete successfully, we must be a leader in offering those innovative experiences and look forward to collaborating with Accenture to deliver them.”
Gary Heffernan, who leads Accenture’s Communications, Media & Technology practice in Europe, said, “We are bringing to Swisscom a wealth of digital transformation expertise. Our early investments in technology and digital acquisitions, including design consultancies that specialize in creating great digital experiences, will help equip Swisscom with the skills and know-how to transform their customer experiences.”
Vishaal Gupta, technology lead for Accenture’s Communications, Media & Technology practice in Europe, said, “Effective collaboration between Swisscom and Accenture, coupled with our strong DNA in agile delivery and next-generation architectures leveraging the DOCP platform, will enable Swisscom to accelerate innovation and launch new digital services to customers more rapidly than ever before.”
As part of its efforts to help Swisscom develop, evolve and maintain differentiated services and products, Accenture will use assets, capabilities and resources from its global industry Centers of Excellence, which have dedicated teams specifically focused on the communications and media industries. The centers are designed to ensure continuous industry-specific innovation to capture new opportunities and revenues as soon as they become available.
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
Swisscom, Switzerland’s leading telecoms company and one of its leading IT companies, is headquartered in Ittigen, close to the capital city Berne. Swisscom’s international activities are concentrated mainly in Italy, where its subsidiary Fastweb is one of the biggest broadband providers. More than 20,000 employees generated sales of CHF 11.7 billion to the end of 2017. Swisscom is one of the most sustainable companies in Switzerland and Europe.
# # #
+44 7825 023 622