Contact Center Solutions Featured Article

China's Hubei Telecom Selects Amdocs CRM and BSS Systems

June 02, 2009

Hubei Telecom, a unit of China Telecom Group operating in Hubei province, has selected and deployed Amdocs as part of a comprehensive project to upgrade its business support systems (BSS).

Hubei Telecom's BSS deployment is a first step for China Telecom to support both prepaid and postpaid, wireless and wireline subscribers across the Hubei province.

Amdocs (News - Alert) officials say the company’s billing and customer relationship management (CRM) products will enable Hubei Telecom to have a single view of customer interactions, which will drive service efficiency and surface cross-selling and marketing opportunities, ultimately improving revenue, reducing operational costs, and improving the customer experience.

Officials believe that the Amdocs billing and CRM applications, including an online charging component that enables real-time credit control, will help Hubei Telecom to create a unified system with which to serve its 17 network areas, as well as increased capacity to accommodate more users on its network, improve credit control, and service customer queries more efficiently.

Thanks to the pact, Hubei Telecom's 15 million customers will now be able to access real-time billing with a user-friendly self-service interface for an enhanced customer experience.

Amdocs is a provider of customer experience systems. It claims that its solutions help businesses execute their strategies and achieve service, operational and financial excellence.

Amdocs recently announced that SmartTrust, a Swedish provider of SIM and device management software for mobile operators worldwide,  has upgraded its service assurance solution to Amdocs CES (News - Alert) – CRM 7.5 software.

The Amdocs service assurance solution offers SmartTrust a system for providing its customers with around the clock support, regardless of the communication channel – email, phone or Web – and geographical location. With integrated business processes and improved workflow management, SmartTrust (News - Alert) can now respond more efficiently to SLA issues and proactively identify ways to improve quality of service, allowing it to retain and grow valuable customers by providing a superior level of service.

Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.

Edited by Patrick Barnard

Article comments powered by Disqus

Related Contact Center Solutions Articles

Ytel Picks VoiceBase for Cloud Contact Center Speech Analytics Enhancement

It is no secret that contact centers are now intensely interested in Big Data and sophisticated analytics to improve operational efficiency, effectiveness and the customer experience. Let's face it, knowing who is saying what, when, where, why and with what result is extremely valuable. In fact, it is this need to know that has driven large volume contact centers to increasingly look to sophisticated speech analytics to give them the business intelligence they desire not just about customer inte… [ Read More ]
03/03/2015

Carrier iQ Showcases New Capabilities at 2015 Mobile World Congress

Carrier iQ adds three enhancements for obtaining actionable business intelligence from mobile devices. [ Read More ]
03/03/2015

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!