Telefónica Argentina has awarded a follow-on contract to Amdocs to manage a range of its business support systems (BSS) applications.
Separately, another customer, OJSC VimpelCom in Russia, has turned to Amdocs again, this time for Customer Management for its call centers.
Amdocs’ multi-year application management agreement with Telefónica Argentina covers the use of Amdocs billing and ordering solutions as well as interfaces to non-Amdocs legacy systems. Telefónica Argentina became an Amdocs customer two years ago.
Amdocs was originally to provide products to help the carrier unify the experiences for its wirelineand wireless services. Under the new agreement, Amdocs will assume responsibility for managing, maintaining, configuring, testing and training across multiple Telefónica Argentina BSS systems, including interfaces to applications from third-party vendors, Amdocs said.
“Based on the success achieved so far, we are expanding our relationship with Amdocs by entrusting them to manage a broader range of our BSS systems,” said Horacio Goldenberg, chief information officer at Telefónica Argentina. “This will enable us to further simplify processes and systems so that we can deliver on our transformation goal of providing a consistent, advanced and simple customer experience across all channels – whether self-service or agent assisted, via the Web, call center or retail store.”
In Russia, Amdocs already has a five-year development, maintenance and support contract with VimpelCom. This will now also include unifying 26 third-party applications under a single customer relationship management (CRM) application from Amdocs, giving agents a single view of customer information across multiple lines of business.
The solution, part of the Amdocs CES suite, provides call center agents with a context-sensitive, guided interaction flow and quick actions to increase first call resolution rates and decrease average call handling times, as well as guided sales scripts to increase revenues through new service and bundle sales.
