Amdocs ClarifyCRM Improves Time-to- Profit with New Process Manager.

Business Editors

SAN JOSE, Calif.--(BUSINESS WIRE)--March 26, 2002

Developed in Cooperation with British Telecommunications, Process Manager helps companies improve profitability and customer satisfaction

Amdocs (NYSE: DOX), the world's leading provider of CRM, billing and order management systems to the communications industry, today announced the availability of Process Manager, a new addition to the Amdocs ClarifyCRM suite.

Developed in cooperation with British Telecommunications, Process Manager reduces costs, errors and, most importantly, improves time-to-market through the management and automation of complex business processes.

"Current business requirements call for increasingly sophisticated and complex integration and automation of processes between front and back office systems," said Peter Hurst, Vice President of Marketing and Alliances at Amdocs ClarifyCRM Division. "With Process Manager, Amdocs offers the only CRM solution designed to automate the end-to-end customer process, from the first point of contact through the entire life cycle including sales, fulfillment, service and support and retention activities, leading to solid return on investment."

With Process Manager, product and service providers are now able to automate the end-to-end processes that reach customers, employees and external systems. Acting as a single interface for both back and front office applications, Process Manager provides a unified system for defining, managing and automating processes for all levels of complexity, including order management, service assurance, change management, problem escalation and field services.

Automating customer-centric and business processes provides businesses with improved time-to-market and reduced costs. In addition, reducing error rate through automation and complete integration with the CRM system enables improved customer service leading to enhanced customer satisfaction and, ultimately, customer loyalty. This combination delivers the true value of CRM, improved time-to-profit.

Process Manager Helps BT Satisfy More Customers

Process Manager is the result of a joint development effort between Amdocs ClarifyCRM and BT Computing Partners, on behalf of BT Wholesale--the British Telecommunications business that provides the majority of network services to communications companies, network operators and service providers in the United Kingdom. BT serves 29 million exchange lines and now offers Local Loop Unbundling (LLU) to other carriers and operators.

"With Amdocs ClarifyCRM Process Manager at the heart of our LLU order process management, BT has a system in place which can handle tens of thousands of LLU orders per week--well ahead of any other European or U.S. telecommunications provider," said Ian Stirrat, Head of LLU Implementation, BT Wholesale. "Process Manager enables BT to offer carriers and operators the ability to carry out line checks, place and check progress of orders with little or no human intervention, and is key in enabling BT to successfully process complex orders. We look forward to continuing our work with Amdocs and support the growing LLU market."

LLU provides basic access to the customer line and allows the LLU operator taking over that line to decide what services to offer the end customer. According to a recent report published by BT, LLU isn't as simple as "flicking switches and pushing buttons. It's about physical building and engineering issues and the detailed design, planning, procurement, construction, hand-over, security and maintenance processes that underpin them."

To make LLU a reality, BT Wholesale needed to automate those complex businesses processes--including high-volume order management, problem management and service provisioning--which would allow them to stay both flexible and customer-focused. Partnering with Amdocs to deliver the new Process Manager was a logical solution because Amdocs ClarifyCRM was already used extensively throughout BT business group. With Process Manager, BT can easily stick to delivery deadlines; keep resources, errors and costs to a minimum; and maintain the ability to deliver future broadband technologies and services at a lower cost, with faster time-to-market.

While Process Manager was built for telecommunications and has already been purchased by companies such as Telstra and other parts of BT, it can be used to optimize complex processes in any industry.

About Amdocs ClarifyCRM Process Manager

Process Manager builds on existing Amdocs workflow and provides a single, unified system for defining, managing and automating business processes. Process Manager conducts complicated and intricate workflow management and is completely integrated with the CRM system to ensure nothing 'falls through the cracks'. Process Manager extends CRM values throughout all customer-affecting processes to maximize retention and customer lifetime value.

About Amdocs

Amdocs is the world's leading provider of CRM, billing and order management systems to the communications industry. Amdocs has an unparalleled success record in project delivery of its mission-critical products. With human resources of more than 9,050 information systems professionals, Amdocs supports a global customer base. For more information visit our Web site at www.amdocs.com