Business Approach
Atos Origin’s CRM solution comprises consulting, in terms of advising telecom companies on how to use CRM to drive their business forward, and the supply and integration of third-party products. These products cover multi-channel contact centers; operational CRM applications and analytical CRM applications to identify where there is opportunity from existing customers; and service management applications to increase customer use of various services. The overall solution can help telecom operators grow in an already saturated wireless market. Atos Origin works in partnership with leading CRM companies including Cisco Systems, Genesys, Telera, Oracle/Peoplesoft/Siebel, ePiphany and SAS.
Value Proposition
Atos Origin’s value proposition is to be a project partner for our clients and help them to achieve all of their customer care and management requirements by:
- Starting with a complete requirement assessment through a customer management audit
- Providing consulting services based on requirements/business priorities
- Adopting a pragmatic approach to their customer management i.e.:
- Make existing systems fully functional
- Add additional capabilities to existing systems
- Implement system improvements in small steps to ensure continuity of service (i.e. metrics-driven)
- Supporting our clients from start to finish with:
- A comprehensive range of solutions
- Turnkey integration project delivery
- Industry best practices
- Best-in-class third-party products
Capabilities
We have delivered more than 600 CRM solutions worldwide:
- Of these, more than 30 major telecom CRM implementations around the world with all types of operational CRM deployments:
- Multi-channel CC (Orange, Connex, Maroc Telecom) with up to 7.000 seats spread over 30 locations
- Virtual multi-site CC as ASP solution for enterprises (FT)
- IP based IVR implementation (Kingston UK)
- Complete IVR integrations (Bouygues, equant)
- Voice Portal implementations (Bouygues, equant, SFR), Bouygues being the first deployment in France using Voice XML technology
- Multiple Self-Care Solutions (e-care, e-bill, e-shop)
We have also delivered consulting, design and integration of Analytical CRM Solutions (Orange, Bouygues, KPN Fixed, TIM), implemented Customer Loyalty and Churn Mgmt solutions (mobistar, Bouygues), and Campaign Management (FT, KPN).
