Ericsson launches telecom CRM in association with Microsoft

Telecom Lead Team
: Ericsson announced the launch of telecom CRM. Ericsson
Telecom CRM is an integrated billing and customer relationship management
product developed to meet the specific needs of the telecom industry. The
launch is the result of Ericsson’s alliance with Microsoft that was announced
at Mobile World Congress 2011.

The CRM solutions is based
on Microsoft Dynamics CRM 2011 and pre-integrated with Ericsson’s convergent
billing solution.


Ericsson Telecom CRM 1.0 is
a customer relationship management product tailored to meet the needs of the telecom
industry, based on Microsoft Dynamics CRM 2011 and integrated with Ericsson’s
BSCS Ix convergent billing solution.


It is aimed at assisting
operators to meet the dual challenge of delivering a superior customer
experience while driving efficiency and reducing operational expenditure.


to mobile broadband, an ever-increasing number of people and devices are
connected. This phenomenon provides more opportunities for operators, but also
means they must seek new ways to differentiate themselves and build loyalty
with their users by providing a higher quality and more personalized customer

Telecom CRM will help operators increase customer satisfaction – particularly
in the areas of sales and customer care – by reducing the number and length of
customer interactions. The product seamlessly renders valuable billing and
subscriber data and functionality in an intuitive user environment. This helps
operators to more efficiently address the needs of customers who place support calls,
thereby reducing opex.

billing and CRM systems is a common IT objective for many operators. But it is
also clear that chief information officers are under pressure to reduce systems
integration costs. I am really excited about the launch of Telecom CRM because
it meets the need that so many operators have for a highly intuitive,
telecoms-specific CRM system that is integrated with billing,” said Ralf
Guckert, head of Solution Area BSS at Ericsson.

are facing unprecedented change in how their customers want to do business, and
the ability to provide outstanding customer service can make all the difference
in attracting and keeping customers. By combining their deep industry expertise
with the flexibility and value offered by the familiar, intelligent and
connected experiences of Microsoft Dynamics CRM, Ericsson can now provide a
better solution to help operators stay competitive in today’s economy,”
said Dennis Michalis, general manager, Microsoft Dynamics CRM.

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