InStranet and AT Consulting Join Forces to Power VimpelCom’s Customer Service Initiatives
Through integration with Amdocs CRM, InStranet’s software will help VimpelCom improve service while decreasing call times
MOSCOW and CHICAGO – July 25, 2006 –
AT Consulting, a leading Russian IT consulting firm, and InStranet Inc., a global provider of multi-channel knowledge applications, today announced the selection of InStranet’s award winning Contact Centers in Line™ (CCIL) application by “Vimpel-Communications” (“VimpelCom”) (NYSE: VIP), a leading provider of mobile telecommunications services in Russia and CIS. Along with InStranet, AT Consulting will deploy CCIL across VimpelCom’s ten call centers and fifty retail stores.
Contact Centers In-Line will be the knowledge management component of VimpelCom’s customer service desktop platform, and be used by seven thousand call center agents and retail store employees spanning nine time zones. While their Amdocs CRM and billing platforms provides agents with customer record and transactional information, VimpelCom recognized the need for a complementary knowledge management solution and could no longer depend on an assortment of intranets and knowledge bases to support a rapidly growing customer base of fifty million subscribers. The project will allow VimpelCom’s representatives to view dynamically assembled knowledge, from CCIL, based on the customer record, from Amdocs, entirely within a single desktop environment.
“With CCIL’s ability to proactively deliver our representatives with appropriate knowledge, we expect to reduce call times, increase service levels, and reduce costs,” said Leonid Kramarenko, Customer Care Director at VimpelCom. “We’re impressed with the collaboration efforts between InStranet and AT Consulting, and with the aim of fast deployment, we are excited about empowering our agents with both transactional information and knowledge from a single desktop environment.”
“Telecommunication companies in Russia and throughout the world face strong competition,” said Jean-Noël Grandval, VP & General Manager, Europe and Asia Pacific for InStranet. “For a service provider like VimpelCom to remain a leader, they need to empower their agents with the right knowledge to solve any customer issue accurately and quickly. Together with AT Consulting, we look forward to helping VimpelCom succeed with this important customer service initiative.”
“With the rich out-of-the-box functionality and customization flexibility of InStranet’s CCIL knowledge management application, we are very confident we will meet VimpelCom’s requirements. We are happy to provide world-best expertise in delivering company knowledge and experience to agents to the number one call center in Russia and CIS,” said Sergey Shilov, General Manager of AT Consulting. “We believe that CCIL, integrated with CRM, will bring numerous benefits to VimpelCom’s customer care and sales effectiveness.”
“We see companies reaping high benefits in their customer service initiatives when they incorporate knowledge management with their CRM systems. In addition, telecommunications firms deal with a substantial amount of product and service information that needs to be communicated to customers, and as a result, knowledge management is critical to service quality,” said Michael Maoz, Vice President of CRM Strategies at Gartner, Inc.
About InStranet
InStranet is a leading provider of multi-channel knowledge applications. Global 2000 companies rely on InStranet's solutions to automate content and knowledge delivery for contact centers, field sales, and Web self-care, for servicing and sales initiatives. InStranet's Multi-Channel Knowledge Applications enable businesses to securely create, manage and deploy critical profile-based content for enterprise channels, and to analyze results to identify key successes or areas for improvement.
InStranet is working with many high-profile enterprises, including 3M, AXA, France Telecom, Orange, SFR Cegetel, Tele2, Transcom, UPC Noos, VimpelCom, and Zurich North America. Global partners include Amdocs, Aspect Communications, BEA Systems, Genesys Telecommunications, IBM, Oracle Corporation, salesforce.com, and Sun Microsystems. InStranet is headquartered in Chicago with offices in Paris and London, and technology and distribution partnerships throughout Europe and Asia.
For more information, contact:
InStranet, Inc.
InStranet EMEA
Andrew Zinger
+33 (0)1 41 27 68 54
azinger@instranet.com
About AT Consulting
AT Consulting is one of the largest Russian companies on size of the rendered consulting services in the field of IT. The scope of activity of the AT Consulting group of companies covers the design, implementation and maintenance of enterprise resource management systems (ERP) and customer relationship management systems (CRM), the design of data warehouses (DWH) and billing systems, the design of custom-built solutions and the maintenance of complex application systems. The competence and experience of our staff allows us to offer services for automating companies of any size, and to provide technical support and maintenance services for existing operating systems. For more information, visit http://at-consulting.ru/en/
About VimpelCom
VimpelCom is a leading international provider of mobile telecommunications services in Russia and Kazakhstan, with newly acquired operations in Ukraine, Tajikistan and Uzbekistan. The VimpelCom Group’s license portfolio covers approximately 232 million people. Geographically it covers 78 regions in Russia (with 136.5 million people, representing 94% of Russia’s population) as well as the entire territories of Kazakhstan, Ukraine, Tajikistan and Uzbekistan. VimpelCom was the first Russian company to list its shares on the New York Stock Exchange ("NYSE"). VimpelCom’s ADSs are listed on the NYSE under the symbol "VIP". For more information, visit http://www.vimpelcom.com
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