Amdocs, a provider of customer experience systems and services, recently announced the signing of a five-year managed services contract with Bulgaria's largest mobile service provider.
Mobiltel, which is commonly referred to as Mtel, provides fixed line, broadband Internet and IPTV services. Mtel has awarded Amdocs responsibility over a wide range of IT operations such as data center, disaster recovery and business support systems (BSS) operations across all lines of business.
Amdocs' rating, billing, ordering, customer management and product catalog systems have been implemented at Mtel since 2007, and under the new agreement, Amdocs will support Mtel's Amdocs systems as well as 17 other legacy and third-party systems. This will allow Mtel to improve availability, problem resolution, time to market for new services and bill transparency, and reduce the number of customer calls to its call centers.
“By expanding our relationship with Amdocs to include its acclaimed IT operational support, we will be able to achieve high performance levels with a highly efficient cost structure," said Horst Pertl, chief technology officer at Mtel. “This managed services agreement is a significant milestone in our strategy to consolidate our operations to become a true, multi-play provider, and will help us to further differentiate ourselves, while offering an exceptional customer experience."
Amdocs also believes that it was a great business decision to partner with Mtel.
“With a business model that covers products, services and IT operational capabilities specific to communications service providers, Amdocs offers its managed services customers full accountability and expertise in supporting their highly complex systems and operational environments," said Rebecca Prudhomme, vice president of product and solutions marketing at Amdocs. “By freeing itself from day-to-day IT operations and by establishing a single point of contact for multiple suppliers, Mtel will be able to focus on its customers, marketing initiatives and business growth."