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Ericsson launches new integrated billing and CRM solution for telcos

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23rd Feb 2012
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Ericsson has launched a new integrated billing and CRM tool in a move to help telcos deliver a "more personalised customer experience" whilst driving efficiency and reducing expenditure.

The telecoms company teamed up with Microsoft to launch the new software, Ericsson Telecom CRM, which it claims will help operators increase customer satisfaction, particularly in sales and customer care by reducing the number and length of customer interaction. According to Ericsson, the product provides an environment to render valuable billing and subscriber data functionality.

The technology is based on Microsoft Dynamics CRM 2011 and integrated with Ericsson's BSCS Ix convergent billing solution.

Ralf Guckert from Ericsson said: "Integrating billing and CRM systems is a common IT objective for many operators. But it is also clear that chief information officers are under pressure to reduce systems integration costs. I am really excited about the launch of Telecom CRM because it meets the need that so many operators have for a highly intuitive, telecoms-specific CRM system that is integrated with billing."

Dennis Michalis, GM at Microsoft Dynamics CRM, commented: "Operators are facing unprecedented change in how their customers want to do business, and the ability to provide outstanding customer service can make all the difference in attracting and keeping customers."

He added: "By combining their deep industry expertise with the flexibility and value offered by the familiar, intelligent and connected experiences of Microsoft Dynamics CRM, Ericsson can now provide a better solution to help operators stay competitive in today's economy."

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