Ericsson launches Telecom CRM
(Thomson Reuters ONE) -
* Ericsson Telecom CRM is an integrated billing and customer relationship
management product developed to meet the specific needs of the telecom
industry
* Based on Microsoft Dynamics CRM 2011 and pre-integrated with Ericsson's
convergent billing solution
* Helps operators meet the dual challenge of delivering a superior customer
experience while driving efficiency and reducing operational expenditure
Thanks to mobile broadband, an ever-increasing number of people and devices are
connected. This phenomenon provides more opportunities for operators, but also
means they must seek new ways to differentiate themselves and build loyalty with
their users by providing a higher quality and more personalized customer
experience. To meet this need, Ericsson (NASDAQ: ERIC) has launched a new
product called Ericsson Telecom CRM, which integrates customer relationship
management (CRM) and billing.
The launch is the result of the strategic alliance between Ericsson and
Microsoft that was announced at Mobile World Congress 2011.
Ericsson Telecom CRM will help operators increase customer satisfaction -
particularly in the areas of sales and customer care - by reducing the number
and length of customer interactions. The product seamlessly renders valuable
billing and subscriber data and functionality in an intuitive user environment.
This helps operators to more efficiently address the needs of customers who
place support calls, thereby reducing opex.
Ralf Guckert, Head of Solution Area BSS at Ericsson, says: "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, General Manager, Microsoft Dynamics CRM, says: "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. "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."
Ericsson Telecom CRM 1.0 is a customer relationship management product tailored
to meet the needs of the telecom industry, based on Microsoft Dynamics CRM 2011
and integrated with Ericsson's BSCS Ix convergent billing solution. This product
is one of the ways that Ericsson and Microsoft are realizing their goal of
integrating customer relationship management and business support systems, an
objective that was mentioned when the companies announced their alliance in
February 2011.
NOTES TO EDITORS
Our multimedia content is available at the broadcast room:
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Ericsson is the world's leading provider of communications technology and
services. We are enabling the Networked Society with efficient real-time
solutions that allow us all to study, work and live our lives more freely, in
sustainable societies around the world.
Our offering comprises services, software and infrastructure within Information
and Communications Technology for telecom operators and other industries. Today
more than 40 percent of the world's mobile traffic goes through Ericsson
networks and we support customers' networks servicing more than 2 billion
subscribers.
We operate in 180 countries and employ more than 100,000 people. Founded in
1876, Ericsson is headquartered in Stockholm, Sweden. In 2011 the company had
revenues of SEK 226,9 billion (USD 35.0 billion). Ericsson is listed on NASDAQ
OMX, Stockholm and NASDAQ, New York stock exchanges.
www.ericsson.com
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FOR FURTHER INFORMATION, PLEASE CONTACT
Ericsson Corporate Public & Media Relations
Phone: +46 10 719 69 92
E-mail:media.relations(at)ericsson.com
Ericsson Investor Relations
Phone: +46 10 719 00 00
E-mail:investor.relations(at)ericsson.com
Press release as PDF:
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Source: Ericsson via Thomson Reuters ONE
[HUG#1588135]
Unternehmensinformation / Kurzprofil:
Datum: 22.02.2012 - 12:00 Uhr
Sprache: Deutsch
News-ID 117372
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