Amdocs Launches ClarifyCRM Applications At Connex Customer Call Center.Business/Technology Editors 3GSM World Congress 2002 Booth No. B24 CANNES, France--(BUSINESS WIRE)--Feb. 19, 2002 (3GSM World Congress, Booth #B24)--Amdocs (NYSE NYSE See: New York Stock Exchange : DOX DOX Design of Experiments DOX Direct Operational Exchange ), the world's leading provider of CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. , billing and order management solutions to the communications industry communications industry, broadly defined, the business of conveying information. Although communication by means of symbols and gestures dates to the beginning of human history, the term generally refers to mass communications. , today announced the successful launch of its ClearCallCenter and ClearSupport CRM applications at Connex (MobiFon S.A.), the Romanian market leader in GSM (Global System for Mobile communications (communications) Global System for Mobile Communications - (GSM, originally "Groupe de travail Sp?ciale pour les services Mobiles") One of the major standards for digital cellular communications, in use in over 60 countries and serving over one billion subscribers. ) telephony and Internet services. In 2000 Connex had reached the "one million subscriber mark" within three years of the company's launch in 1997 -- a noteworthy achievement in the wireless industry. With such a rapidly growing customer base, Connex quickly realized that it would need a flexible Customer Relationship Management (CRM) solution in order to maintain its competitive edge. Currently, Amdocs ClarifyCRM applications support Connex's main Customer Relations Center in Bucharest, Romania. As additional Customer Relations Centers are added around the country, like the second center in Brasov, Connex will be able to provide the critical tools CSRs need to service their customers in the best possible manner. "Our customer base grew over 50% last year," said Anca Zamfirescu, Director Customer Service, Connex. "We needed a CRM solution and we needed it quickly. Amdocs ClarifyCRM already had 80% of the functionality we needed -- and the other 20% including integration and screen specific customizations was taken care of in less than 3 months." Connex needed to reduce the average call handling time and integrate their existing applications to provide a consistent user interface for its customer service representatives (CSRs). The Amdocs ClarifyCRM ClearCallCenter, ClearSupport and Full Text Search were chosen to provide a central dashboard for accessing information from other systems using "hot screen" interfaces, and was implemented by Amdocs' partner - SchlumbergerSema. The "hot screen" add-ons give CSRs access to the Connex Postpaid post·paid adj. With the postage having been paid in advance. postpaid Adverb, adj with the postage prepaid Adj. 1. billing and customer care system, Intranet, and the prepaid subscriber support systems. Customer records can be accessed from this single point of contact into the CRM system. "As mobile services continue to evolve, customer support is becoming a key competitive differentiator in today's telecommunications market," said Peter Hurst, Vice President of Marketing and Alliances at Amdocs ClarifyCRM Division. "Amdocs ClarifyCRM applications allows Connex to significantly reduce customer support response time and increase customer satisfaction, providing call center representatives with instant access to a complete customer history in a single, central database. Connex has experienced tremendous growth since its initial launch five years ago and we are pleased to provide the applications and scalability needed to help maintain that success." About MobiFon S.A. Connex is the registered trademark of MobiFon S.A., the company that launched the first GSM network in Romania, on April 15th, 1997. At that time, Connex introduced voice services based on the GSM system on the Romanian market, but during its almost five years of existence, the company permanently extended its range of services, including data and fax services and becoming an Internet service provider Internet service provider (ISP) Company that provides Internet connections and services to individuals and organizations. For a monthly fee, ISPs provide computer users with a connection to their site (see data transmission), as well as a log-in name and password. (ISP (1) See in-system programmable. (2) (Internet Service Provider) An organization that provides access to the Internet. Connection to the user is provided via dial-up, ISDN, cable, DSL and T1/T3 lines. ) with Xnet. Connex, the only Romanian GSM operator that also offers Internet services, had 1,622,700 GSM customers on September 30, 2001 and continues to be the most important Internet provider Internet provider - Internet Service Provider on the Romanian market, having over 100,000 Xnet users on July 30, 2001. The Connex network covers 82% of the Romanian territory and 95% of the Romanian population and the Connex customers benefit from roaming in 89 countries/areas, through 200 operators. This spectacular evolution was possible due to the Connex shareholders. The main shareholders of Connex are two world leaders For a list of heads of state, see . World leaders is a MMORPG. The game involves creating a state, joining an alliance and going into war. It is mostly played by players from Israel, China, USA, Britain, Brazil and Saudi-Arabia. of the market of mobile communication services: Telesystem International Wireless (TIW Tiw (tē`  ), Norse Tyr (tür), ancient Germanic god. ) and Vodafone. 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 The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. of more than 9,050 information systems professionals, Amdocs supports a global customer base. In November 2001, Amdocs completed the acquisition of all the assets of the Clarify business, a leading provider of Customer Relationship Management (CRM) software to communications companies and other enterprise sectors. For more information visit our Web site at www.amdocs.com |
|
||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion