KaR-Tel Deploys Amdocs Products to Enhance Customer Experience and Make its Operations More Efficient
ALMATY, Kazakhstan and ST. LOUIS, MO - March 27, 2006 - LLP KaR-Tel, a leading mobile operator in Kazakhstan and a VimpelCom affiliate working under the Beeline and Ê-Mobile brands, and Amdocs (NYSE: DOX), the leading provider of software and services to enable integrated customer management and the intentional customer experience TM, announced today that KaR-Tel has successfully deployed Amdocs CRM to enhance the experience of its customers and to increase operational efficiencies. KaR-Tel is also now using Amdocs billing products for automated resource and inventory management to improve and simplify sales and provisioning processes of pre-paid and post-paid services.
Amdocs CRM enables KaR-Tel to centralize customer information and provide its customer service agents with a single view of the customer for consistent, high-quality customer service. Additionally, the operator can better manage incidents and problems via its contact centers across Kazakhstan, driving down call handling time and further improving customer satisfaction. The Amdocs CRM deployment is the successful result of the collaboration of teams from VimpelCom and KaR-Tel, ARSTEL Consulting (a subdivision of ÀÒ Consulting Group of companies) and Amdocs.
“With Amdocs we can now deliver an intentional customer experience, with a level of service not known before in the Kazakhstan marketplace,” said Ansat Zhabagin, chief financial officer at LLP KaR-Tel. “In addition, by implementing Amdocs’ products, we have modernized operations and created efficient customer-centric business processes to better support our growing customer base, which has more than doubled in the past year.”
Amdocs CRM currently supports more than 150 KaR-Tel agents handling more than 10,000 customer calls per day. KaR-Tel plans to further expand the deployment to support its regional contact centers as well. Amdocs CRM allows KaR-Tel to increase agent productivity and effectiveness and dramatically reduce the average call waiting time. Amdocs CRM also ensures that every lead or service request that enters the system is owned and managed appropriately through to resolution. In addition, Amdocs CRM enables KaR-Tel to speed order entry and quote development while reducing training costs.
“We are pleased to be helping VimpelCom differentiate its Beeline brand by providing superior customer service across its regional, growing footprint,” said Michael Matthews, chief marketing officer at Amdocs. “The project at KaR-Tel marks our entry into the CIS region outside Russia, which is further enhanced by the presence of our local support center in Kazakhstan.”
Filed under: Amdocs
