Sunrise & Amdocs: AI CRM for Faster Customer Service

Sunrise, a Swiss telecommunications operator, is extending its collaboration with Amdocs to modernize its customer relationship management, or CRM, system. This move aims to help frontline staff work more efficiently. What's happening is Sunrise will use Amdocs' aOS, an agentic operating system, to evolve its CRM. The goal is to create smarter, faster, and more streamlined workflows for its service personnel. Anna Maria Blengino, Chief Information Officer at Sunrise, states that introducing new capabilities like AI analytics into their CRM will help call center staff resolve issues faster and spend less time navigating systems. The bottom line is this evolution seeks to reduce average handling time and streamline daily operations across contact centers and stores.