Crnogorski Telekom, the largest telecom in Montenegro, provides consumers and businesses with fixed and mobile phone service along with Internet and IP-based television. In short, its clients are widespread and its services numerous.
It was time to boost the efficacy of its customer service and order management, so it chose the Amdocs business support system (BSS) to get the job done. BSS contains a number of software tools that exist in the Amdocs Customer Experience Solutions portfolio. These tools seek to give Crnogorski a complete view of each customer under its wing by tracking and consolidating all product ordering, billing, and customer service operations into a single environment.
Uwe Rivoir, the program director at Crnogorski said the addition of BSS should give the telecom a record of all customer interactions, so there should be fewer agent errors and consumer disputes about business practices. Furthermore, it can also shorten the release cycle of products and bring together all aspects of Crnogorski operations.
“The project with Amdocs allows us to integrate the services of all customer segments, improving our time to market for new products and allowing us to upsell innovative convergent offers to our customers,” Rivoir said. “It makes it easy for our retail outlets, call centers, and website to provide subscribers with clear billing and real-time functionality for all mobile prepaid and postpaid services.”
Chris Williams, head of global marketing at Amdocs, further commented that the BSS can help Crnogorski provide a more universal customer service experience to everyone that crosses its path.
BSS gained some momentum this past summer when Amdocs acquired the Comverse BSS business unit. This gave Amdocs direct access to Comverse customers and expanded the Amdocs global footprint into areas such as Europe, Latin America, and Asia-Pacific. Moreover, it gave Amdocs more experience in that area of business which it could quickly transfer to new customers such as Crnogorski.
Amdocs has called its BSS tools, as a whole, a “telco in a box.” Its customer relationship management, ordering and billing tools, and self-service portals for customers support should give Crnogorski everything it needs to upgrade its business as a whole. Now, its customers can witness streamlined product ordering and improved support with the products they have taken into their homes and businesses.
Edited by
Kyle Piscioniere
