Amdocs signs multi-crore deal with RCom

Customer relationship management solution can support 15,000 CSRs and 1.5 million customer interactions daily

Technology firm Amdocs today said it has signed a multi-crore deal with Reliance Communications which will allow the telecom operator to reduce the average call handling time at its customer care centers.

"Reliance Communications is now live with our customer relationship management (CRM) solution, which enables reduction in average call handling time and an improved experience for RCom's over 120 million customers," Amdocs Regional Vice President and Head South West Asia Sanjay Sharma said here.

He said as the solution is web-based, the customer service representatives (CSRs) can answer the calls from any web-based device.

"The CSRs seats and even entire contact centers can be deployed quickly and cost effectively. The system is easy to manage and support, reducing total cost of ownership," Sharma added.

He said the solution can support 15,000 CSRs and 1.5 million customer interactions daily.

The firm had recently acquired software company Actix for about $120 million, a move that will help it improve customer experience and network optimisation for its telecom clients.

With revenue of $3.2 billion in 2012 fiscal, Amdocs has a staff strength of 20,000 in 60 countries.