Bulgaria’s Mtel and Amdocs extend and expand multi-year managed services engagement
Amdocs (NASDAQ: DOX), a provider of customer experience solutions, announced the expansion and extension of its managed services agreement with Mtel through to 2021. The new agreement will simplify operations and achieve synergies across lines of business to reduce costs, and improve business and operational performance levels. One of the largest affiliates in the Telekom Austria Group, Mtel is Bulgaria’s leading mobile service provider and also offers fixed, broadband Internet and IPTV services.
As part of the expanded agreement, Amdocs will assume responsibility for all remaining Mtel legacy and third-party business support systems (BSS) still not managed by Amdocs. Under defined service level agreements (SLAs) and key performance indicators (KPIs), Amdocs is helping Mtel to deliver service excellence consistently across lines of business and to introduce service innovation with minimum risk and with a highly efficient cost-structure. Already, Mtel has successfully deployed new capabilities to set itself apart from its competition, such as the capability to introduce complex offers in less than three days.
Mtel has relied on Amdocs systems since 2007, including Amdocs’ rating, billing, ordering, customer management and product catalogue systems. In 2013, Mtel awarded Amdocs a managed services contract to support its mobile, broadband and IPTV BSS, including managing systems operations, data centre operations and disaster recovery operations, as well as application development, integration management, testing and hardware procurement and maintenance. Amdocs will now deliver a similar set of services to support Mtel’s fixed BSS as well as Web and fraud and security IT systems, totaling more than 60 systems.
“This agreement is testament to the strong relationship built between Amdocs and Mtel over the past eight years as well as to Amdocs’ ability to help our customers accelerate business value by streamlining complex environments and reducing operational costs, while improving performance levels,” said Eric Updyke, group president of systems integration and operations at Amdocs. “It is also further validation of Amdocs’ unique business model which combines products, services and industry expertise to help our customers embrace the challenges and experience success in The New World of Customer ExperienceTM, an era defined by rising customer expectations, rapid technology advancements and intensified competition.”