Contact Centre Featured Article

January 15, 2010

Amdocs, Claro Brazil Announce Deal

By David Sims

TMCnet Contributing Editor

Customer experience systems vendor Amdocs (News - Alert) has announced that Claro Brazil, a mobile service provider, will deploy Amdocs to support customer ordering, sales force automation, e-commerce and Web self-service.

The Amdocs products will support all Claro (News - Alert) Brazil’s current sales channels, including call centers, dealerships and kiosks, and “will also improve a new channel -- the Internet.” Claro Brazil officials said they will introduce e-commerce as a new service.

Ricardo Santoro, chief information officer of Claro Brazil, called the Brazilian market “heavily-penetrated,” adding that the Amdocs products should give Claro customers “improved convenience and control through the new e-commerce and Web self-service offerings.”

Claro Brazil officials said the company will deploy products from Amdocs’ CES (News - Alert) product portfolio to “modernize and standardize customer ordering, customer management, e-commerce, and product catalog management.” They add that the company will “benefit from the efficiencies gained by having one centralized system to manage and update, which reduces errors and operational costs.”

Claro already has billing and partner relationship management products from Amdocs in production. Claro is a wholly-owned subsidiary of America Movil, S.A.B. de C.V. and its subsidiaries provide wireless and fixed communications services in Latin America.

In May TMC (News - Alert) reported that Ana Marquez, technical support manager at SmartTrust, said Amdocs “identified how we could enhance the existing system” to better support our business needs, such as ensuring cases are managed and resolved in compliance with customer service level agreements, as well as improving agent efficiency by centralizing information management.”

The Amdocs service assurance product lets SmartTrust (News - Alert) offer support “regardless of the communication channel -- e-mail, phone or Web -- and geographical location,” company officials said, “with integrated business processes and improved workflow management, SmartTrust can now respond more efficiently to SLA issues.”

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