Amdocs, the leading provider of software and services to enable integrated customer management and the intentional customer experience(TM), and Telindus Group NV, an international Information and Communications Technologies (ICT) company offering network-based solutions to communications, financial, governmental, transportation, healthcare and educational organizations, today announced that Telindus has signed a five- year contract with Amdocs to standardize its global customer help desk on Amdocs CRM software.

Under this contract, Telindus has already deployed Amdocs CRM in five out of the 14 countries in which it operates. Amdocs CRM is replacing Telindus’s several disparate CRM support systems with a unified, state-of-the-art platform for a single view of the customer, which ensures improved customer service and makes it simpler and quicker for Telindus to introduce new services. In addition, a unified CRM platform based on Amdocs software allows Telindus to reap considerable savings in total cost of ownership (TCO) and ongoing maintenance costs. The company will also be able to decrease response time and first-call resolution time across its help desk operations.

“After a thorough evaluation process, we found Amdocs CRM to be the best the industry has to offer. Addressing 85 percent of our requirements with out-of-the-box functionality — a very high percentage in the industry — we completed the Belgium deployment in less than six weeks with the assistance of Ideal System, an experienced CRM system integrator,” said Daniel Cauwenberghs, ICT Application manager Services at Telindus. “Amdocs CRM enables us to offer better customer support, as well as improves employee productivity, helping us grow our services business segment.”

Amdocs CRM is ITIL-compliant. ITIL, or information technology infrastructure library, represents a set of best practices around the support and delivery of information technology (IT) services, including guidelines surrounding customer service and service management implementation, designed to align IT with business objectives. Standardizing on Amdocs CRM enables Telindus to adopt ITIL best practices for a more intimate relationship with its customers.

Telindus is deploying the following Amdocs CRM products to provide its customers and employees with an improved user experience, consistent across its locations around the world, helping the company to build more profitable relationships with its customers:

* Amdocs Customer Interaction Manager provides a web-based unified agent
desktop for a 360-degree view of the customer and empowers first-call
problem resolution as well as up-sell and cross-sell;

* Amdocs Support manages all customer inquiries securely and efficiently,
speeds up response times through a flexible trouble ticketing
management system, as well as ensures profitability though advanced
entitlement tracking capabilities, so that costly services are not
given away for free;

* Amdocs eSupport enables Telindus to offer its customers hierarchical
self-service functionality over the web, enabling them to submit,
search, track and view trouble ticket cases and attachments, as well as
initiate calls with Telindus’ customer support agents.

“Providing IT services to enterprise customers — referred to as Information and Communications Technologies or ICT — is a great source of alternative revenue for telecoms. Belgacom’s acquisition of Telindus is the latest example of a telco building strength in ICT,” said Michael Matthews, chief marketing officer at Amdocs. “Amdocs CRM allows Telindus to create a simplified and intentional customer experience in an increasingly complex environment, helping to nurture customer loyalty and employee satisfaction. With Amdocs CRM, not only can global providers realize TCO savings through a consolidated and scalable system, they can also increase revenues by offering significantly better service and service level agreements - and at higher rates.”

About Telindus

Telindus Group NV [Euronext Brussels: TEL] is an international ICT company offering network-based solutions, meeting business and public-sector needs. Telindus also services these markets as a solutions and sourcing partner delivering secure multimedia network solutions, underpinned by management & support services. With over 35 years experience in ICT, Telindus is investing heavily in expertise to service modern telecommunications networks throughout their life cycle. Telindus specializes in offering top-quality Consulting, Integration and Management services in areas, such as, multimedia convergence, video-surveillance solutions, integrated security, mobility solutions and network access.

Telindus achieved a turnover of EUR 532 million in 2004, 35% from network services and 65% from network products, and is aiming at a 50:50 ratio by 2006. With an international team of 2,600 employees, Telindus is present in 14 countries including Western Europe, Hungary, Israel, China and Thailand. Telindus’ enviable track record and longstanding partnerships with leading equipment suppliers offers a safe route for enterprises, telecom operators and government bodies looking to deploy long-lasting networked ICT solutions.

Telindus is headquartered in Belgium.

About Amdocs

Amdocs combines innovative software and services with deep business knowledge to accelerate implementation of integrated customer management by the world’s leading service providers. By delivering a comprehensive portfolio of software and services that spans the customer lifecycle, Amdocs enables service companies to deliver an intentional customer experience(TM), which results in stronger, more profitable customer relationships. Service providers also benefit from a rapid return on investment, lower total cost of ownership and improved operational efficiencies. A global company with revenue of $2.039 billion in fiscal 2005, Amdocs employs about 12,000 IT professionals and serves customers in more than 50 countries around the world. For more information, visit Amdocs at http://www.amdocs.com/.

Source: PRNewswire