Finding a way to reach the customer’s heart
BT has signed a five-year contract with Convergys to support the rating and billing activities of the telco’s major business divisions including BT Retail, BT Wholesale, and BT Global Services.
Under the agreement, relationship management software provider Convergys will offer its Infinys Rating and Billing Manager to BT. Infinys is a charging, rating and balance management software application. BT expects to derive cost efficiencies with the system through billing accuracy.
Clive Selley, managing director of Global Platforms at BT Design, said: “Infinys provides us with the ability to take a holistic view of customer billing activity so we can better understand our customers’ needs and exceed their expectations.”
Riki Allon, senior vice president and general manager for Convergys in EMEA, said: “Infinys Rating and Billing’s customer-centric capabilities support BT’s business requirements from both a financial and technological point of view. In a very competitive market, Infinys gives BT the tools it needs to positively drive and enhance the customer experience across all of its business divisions.”
BT staff will be assisted by a team of technical consultants from Convergys in hardware configuration and performance, software architecture, and day-to-day change requests.
Convergys provides revenue management, customer relationship and ERP software applications to communications service providers, under its Business/Operations Support Systems (BSS/OSS) portfolio.
Convergys has expanded its BSS/OSS product offerings with the acquisition of Ceon, a PLM and multi-pay fulfilment software provider, in October 2008. Convergys competes with Comarch, IBM, the Martin Group and Siemens Carrier Networks among others in the BSS/OSS market.