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Amdocs wins CRM contract with Rogers of Canada
(Israel Business Arena Via Thomson Dialog NewsEdge) For several years, Amdocs Ltd. (NYSE: DOX) has promoted what it calls integrated customer management (ICM). This is a strategy for consolidating all customer relations activities, such as billing and customers relations, into a single unit. Today, Amdocs announced another contract under its ICM strategy, under which it will install a customer relations management (CRM) system with Canada's largest telecommunications provider, Rogers Communications Inc. (NYSE:RG; TSX:RCI).
Rogers Communications will use the Amdocs CRM system to provide consistent customer services to its more than 10 million cable, wireless and telecommunications subscribers. The Amdocs CRM system will provide Rogers Communications with a full and uniform picture of its subscribers and help standardize its customers relations, streamline operations, and improve its customers' experience.
Amdocs did not disclose the size of the contract, but market sources and analysts say deals for this type of system typically total tens of millions of dollars.
The present contract is basically an expansion of the billing services Amdocs already provides Rogers Communications for its cable, Internet, wireless and wireline services.
Amdocs chief marketing officer Michael Matthews recently told Globes about the focus on what is called customer experience. Companies must identify their customers and keep them. We built the ICM strategy with the goal of making companies more accessible to their customers. This was a new category, but it's the obvious thing now, and both our customers and competitors are talking in this language.
In its press release about the Rogers Communications contract, Matthews said, This focus on a consistent customer experience gives service providers a tremendous competitive edge. However, there are challenges in offering seamless service and creating a desired customer experience. Rogers Communications has proactively recognized this business issue and is adopting integrated customer management to cut this problem off at the pass."
Rogers Communications unit Rogers Wireless is Canada's largest wireless voice and data communications services provider. A few weeks ago, Comverse Technology Inc. (Nasdaq: CMVT) announced that it won a tender to provide the company with added value services. Comverse's instant messaging service will enable Rogers Wireless's subscribers to use their cellular telephones for instant messaging. Amdocs and Comverse have been competing against each other, after Comverse recently entered the billing market, Amdocs's core business.
Amdocs has a market cap of $7.2 billion. It posted a net profit of $95.5 million on $601.1 million revenue for the second fiscal quarter of 2006. The company expects to post $622 million revenue in its third fiscal quarter.
Published by Globes [online], Israel business news - www.globes.co.il - on June 29, 2006
Copyright of Globes Publisher Itonut (1983) Ltd. 2006
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