Amdocs (NYSE: DOX – News), a leading provider of software and services to enable integrated customer management and the intentional customer experience(TM), and Rogers Communications, a diversified Canadian communications and media company today announced that Rogers will implement Amdocs CRM across cable, wireless and telecom lines of business. This implementation is part of Rogers’ integrated customer management (ICM) strategy rollout which is designed to provide a consistent customer experience to its more than 10 million subscribers.
“Rogers recognizes that it is important to deliver a consistent and rewarding experience across all channels,” said Stephen Graham, chief marketing officer at Rogers Communications Inc. “After an extensive review of potential solutions, Amdocs was the natural choice to help us achieve this goal. The company understands our challenges and has the proven solutions we need to address them.”
Customers receive a variety of communications services from Rogers, including cable TV, high-speed Internet, wireline and wireless. Rogers strives to ensure a consistent customer experience across all those services. Providing a single view of the customer is part of an ICM strategy, which helps achieve that. ICM provides a framework to organize a company’s infrastructure and resources around customer needs and the customer experience.
“This focus on a consistent customer experience gives service providers a tremendous competitive edge. However, there are challenges in offering seamless service and creating a desired customer experience,” said Michael Matthews, chief marketing officer at Amdocs. “Rogers Communications has proactively recognized this business issue and is adopting integrated customer management to cut this problem off at the pass.”
This implementation extends the long-standing relationship between Amdocs and Rogers, as Rogers is currently using Amdocs billing software to support its various lines of business.
About Rogers Communications
Rogers Communications Inc. is a diversified Canadian communications and media company engaged in three primary lines of business. Rogers Wireless is Canada’s largest wireless voice and data communications services provider and the country’s only carrier operating on the world standard GSM technology platform. Rogers Cable and Telecom is Canada’s largest cable television provider offering cable television, high-speed Internet access, residential telephony services, and video retailing, while its Rogers Business Solutions division is a national provider of voice communications services, data networking and broadband Internet connectivity to small, medium and large businesses and government agencies across the country. Rogers Media is Canada’s premier collection of category leading media assets with businesses in radio and television broadcasting, televised shopping, publishing, and sports entertainment. For further information about the Rogers group of companies, please visit http://www.rogers.com.
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 more than $2 billion in fiscal 2005, Amdocs has 13,000 employees and serves customers in more than 50 countries around the world. For more information, visit Amdocs at http://www.amdocs.com.