VimpelCom deploys Amdocs CRM for its 59 million Russian customers

BENGALURU: Russian service provider VimpelCom (Beeline) has successfully deployed Amdocs’ customer management solution that improves call-center agent efficiency, increasing customer satisfaction and retention rates. With this, Beeline can increase satisfaction and retention rates of its more than 59 million mobile and fixed-line broadband customers throughout Russia.

Nasdaq–listed Amdocs is a provider of software and services to more than 250 communications, media and entertainment service providers in more than 80 countries. Its Customer Experience Solutions (CES) span business support systems (BSS), operational support systems (OSS) and network control and optimization offerings for multiple lines of business, including wireless, wireline, broadband, cable and satellite services.

Part of a five-year maintenance and support contract announced last year, the deployment integrates over 40 third-party applications into one customer relationship management (CRM) solution for Beeline’s customer service agents. Using purchasing, service and support processes, it enables care agents to deliver more accurate responses and resolve more issues on the first call, resulting in fewer calls to Beeline’s call centers.

Commenting on the deployment, Vladimir Savkin, VimpelCom’s CIO, commented, “This complex project involved the integration of more than 60 user interfaces into a single user window in a very short time period. This has resulted in an integrated customer management solution that enables our more than 15,000 agents in eight time zones to provide the highest levels of service that we are committed to, while also significantly increasing operational efficiency.”

Chris Williams, Head of Global Marketing at Amdoc, said, “Amdocs customer management delivers context-sensitive advice and also provides a streamlined, process-driven user interface to guide the service agent in real time, as the call is happening, to allow them to provide the best possible customer experience, no matter how complex the inquiry.”