Amdocs Brings CRM to Kazakh KaR-Tel Contact Center
TMCnet Contributing Editor
LLP KaR-Tel, a mobile operator in Kazakhstan and a VimpelCom affiliate working under the Beeline brand, and CRM vendor Amdocs have announced that KaR-Tel has deployed Amdocs CRM to improve its customer service and increase operational efficiencies.
KaR-Tel is also using Amdocs billing products for automated resource and inventory management to improve and simplify sales and provisioning processes of pre-paid and post-paid services.
Amdocs CRM enables KaR-Tel to centralize customer information and provide its customer service agents with a single view of the customer, according to KaR-Tel officials. Additionally, the operator can better manage incidents and problems via its contact centers across Kazakhstan, driving down call handling time.
The Amdocs CRM deployment is a collaboration of teams from VimpelCom and KaR-Tel, Arstel Consulting and Amdocs.
“With Amdocs we can now deliver an intentional customer experience, with a level of service not known before in the Kazakhstan marketplace,” said Ansat Zhabagin, chief financial officer at LLP KaR-Tel.
Amdocs CRM currently supports more than 150 KaR-Tel agents handling more than 10,000 customer calls per day. KaR-Tel plans to further expand the deployment to support its regional contact centers as well.
Israel-based Amdocs is growing in other fields as well as its roaringly successful billing and CRM products: Australia incumbent carrier Telstra is now in advanced negotiations to buy the Amdocs OSS system, in a deal that may be worth tens of millions of dollars, according to newspaper reports cited by TelecomAsia:
"It is not clear, however, whether Amdocs will sell only the OSS systems or include some peripheral services. If the deal pushes through, this will be Amdocs' first OSS project."
The company has also announced three new products for the financial services market, Globes has reported. Amdocs says the new products -- Amdocs Dynamic Pricing and Product Bundling Solution, Amdocs Customer Communications Solution, and Amdocs Mobile and Micro-payments Solution -- are for retail banks seeking to offer personalized service and product packages to customers.
David Sims is contributing editor for TMCnet. For more articles please visit David Sims' columnist page.
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