Ericsson, Convergys, MetraTech, Redknee and Tech Mahindra choose Microsoft Dynamics CRM to extend their existing billing and customer care offerings for service providers.
Microsoft Corp. today announced its growing ecosystem of independent software vendors (ISV) and systems integrator (SI) partners within the telecommunications industry. Ericsson, Convergys Corp., MetraTech Corp., Redknee Inc. and Tech Mahindra Ltd. have all selected Microsoft Dynamics CRM as a customer care component of their existing business support systems solutions, helping ensure service provider customers worldwide are able to support the delivery of new services effectively and affordably.
“It is exciting that partners recognize Microsoft Dynamics CRM can help them optimize their business and operational support offerings for telco customers, helping to deliver greater efficiencies and address new market opportunities,” said Brad Wilson, general manager, Microsoft Dynamics CRM Product Management Group. “As telcos look to transform their business, innovations in billing and outstanding customer service can make all the difference. These partnerships are a testament to the familiar, intelligent and connected experiences that Microsoft Dynamics CRM provides and that telco organizations require today.”
ISV and SI partners transitioning to Microsoft Dynamics CRM 2011 are looking forward to passing on breakthrough productivity to telcos. The Microsoft Office user interface helps reduce initial per-call-center-agent training time and costs, delivers access to real-time data, and streamlines processes to boost internal collaboration, resulting in more satisfied customers.
Ericsson, the world’s leading provider of technology and services to telecom operators, has selected Microsoft Dynamics CRM in response to customer demand for a telco-specific pre-integrated billing and CRM solution that efficiently renders core billing data and functionality through a common CRM interface. The pre-integrated nature of the solution enables operators to quickly establish the benefits of operational efficiency and enhanced user experience that are derived by combining billing with CRM data and functionality.
Convergys, a global leader in providing innovative convergent solutions to the telecoms, cable, satellite, broadband and utilities markets, has recently announced its first telco customer to benefit from the company’s cost-effective, pre-integrated, preconfigured and fully convergent customer care solution powered by Microsoft Dynamics CRM. TOT Thailand will work with Convergys to address issues related to streamlining separate billing systems across its wireline and wireless businesses, enabling it to launch new business and consumer services more rapidly.
MetraTech, the innovative charging, billing, settlement and customer care software provider, is utilizing Microsoft Dynamics CRM Online with its MetraNet solution. Through this, the company expects to help service providers deliver a well-orchestrated customer experience through a complete customer engagement cycle and successful sign-on, from the first marketing outreach to a clear and understandable bill. MetraTech will also offer its customers extended customer management capabilities, including order capture and decomposition, provisioning interfaces, and product catalog coordination — all configured to reflect their business models and best practices.
Redknee, a provider of business-critical billing and charging software and solutions for communications service providers, has expanded its real-time billing and customer care solution with Microsoft Dynamics CRM and, as a result, has won multiple transformation projects in Europe and Asia Pacific. With Microsoft Dynamics CRM, Redknee can now offer a broader and more substantial set of capabilities to the telco market: an end-to-end converged billing and customer care solution that provides extensive customer management, improved business decision-making through advanced reporting and analytics, and lower total cost of ownership. DST, a leading mobile operator based in APAC, is one of the latest operators to select Redknee to lead its transformation projects as it launches next-generation services to its customers.
Also, in December, Tech Mahindra, a provider of solutions and services to the telecommunications industry, entered into an alliance with Microsoft to offer customized CRM capabilities and flexible application options for telecom service providers. As a part of the initiative, Tech Mahindra has inaugurated a Microsoft Dynamics CRM Lab in Noida, which is the first lab in India to focus on providing CRM offerings to telecom service providers globally.
“Communications service providers are investing in improving their automated customer care to provide a better customer experience and to lower operational costs,” said Larry Goldman, partner, research, Analysys Mason. “It is good to see Microsoft’s continued commitment to meeting service providers’ unique needs for customer care integrated with other business support systems, like billing. Microsoft’s growing list of partners provides new options for those telcos looking to improve their customer experience.”
More information about Microsoft Dynamics in the telecommunications sector can be found at http://crm.dynamics.com. Those who want to follow and engage with the Microsoft Dynamics CRM community on Twitter can follow @MSDynamicsCRM and can search for the hashtag #crm2011.