Amdocs announced that PJSC VimpelCom (Beeline™), one of the largest service providers in Russia, has successfully deployed an Amdocs customer management solution that improves call-center agent efficiency across the country. As a result, Beeline can increase satisfaction and retention rates of its more than 59 million mobile and fixed-line broadband customers throughout Russia.
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.
“This complex project involved the integration of more than 60 user interfaces into a single user window in a very short time period,” said Vladimir Savkin, VimpelCom’s CIO. “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.”
“In The New World of Customer Experience™ – today’s era defined by rising customer expectations, rapid technology advancements and intensified competition – realizing the value of each interaction is fundamental to sustaining growth and securing customer loyalty,” said Chris Williams, head of global marketing at Amdocs. “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.”