VimpelCom, a telecom service provider in Russia, has deployed an Amdocs customer management solution to improve call-center agent efficiency.
Beeline, a brand owned by VimpelCom, can increase satisfaction and retention rates of its more than 59 million mobile and fixed-line broadband customers in Russia.
Amdocs said the deployment is part of a 5-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 project involved the integration of more than 60 user interfaces into a single user window in a short time period. 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,” said Vladimir Savkin, CIO of VimpelCom.
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