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Mobitel, Amdocs Reach CRM Deployment Deal

Call Center Services Featured Article

Mobitel, Amdocs Reach CRM Deployment Deal

January 14, 2010
By David Sims
TMCnet Contributing Editor
Bulgarian mobile provider Mobiltel, and 'customer experience systems' vendor Amdocs, have announced the deployment


The products deployed include Amdocs Smart Agent Desktop and Amdocs Support for the service process from initial customer contact to resolution. of Amdocs (News - Alert) CES Customer Management products at M-Tel. 
The products are built on Amdocs' Smart Client Framework.

More than 1,000 users across M-Tel's contact centers and retail shops can now access the tool to use when providing customer service. The deployment 'is part of a larger project encompassing integrated billing, ordering and customer management solutions from Amdocs,' Mobiltel officials say.

Amdocs also worked with its partner SAS to deliver SAS' (News - Alert) Campaign Management software and integrate it with the Amdocs Customer Management products. Amdocs provides ongoing product support and maintenance.

Alexander Kuchar, chief technology officer at M-Tel, said having Amdocs provide both the products and the system integration services 'drove a rapid, cost-efficient deployment.'

By deploying SAS' Campaign Management software in conjunction with Amdocs Customer Management products, Kuchar says, M-Tel will be able to 'plan and design marketing initiatives and promotions targeted to specific customer segments.'

M-Tel is a wholly owned subsidiary of the mobilkom austria (News - Alert) group. Other group subsidiaries have deployed Amdocs in Austria, Liechtenstein, Slovenia, Serbia and Macedonia. 

In 2009 M-Tel upgraded its network with the HSPA+ super technology and became the first company to implement it in Bulgaria and the sixteenth worldwide.

TMCnet also recently reported that Amdocs was focusing its marketing efforts to support the broadband cable industry, showcasing a prototype of its tru2way (interactive digital cable services delivered over the cable video network) technology at the CableNET Technology Showcase. 

Building on what company officials called its place in 'business support systems for the cable broadband industry,' Amdocs had what they said is a 'complete OSS portfolio for the cable service providers. It includes support for capacity planning and management, inventory and discovery, and the order-to-fulfillment process from service management to activation and assurance.'

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Stefania Viscusi
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