VimpelCom, which trades under the Beeline brand and is one of the largest communications service providers (CSPs) in Russia, has successfully deployed an Amdocs customer management solution to improve call-centre agent efficiency across the country.
Part of a five-year maintenance and support contract announced last year, the deployment integrates more than 40 third-party applications into one customer relationship management (CRM) system 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 centres from its 59 million mobile and fixed-line broadband customers throughout Russia.
“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, the CIO of VimpelCom. “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, the head of global marketing at Amdocs, added: “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.”
