Wednesday, January 18, 2006

Deep customer understanding indeed

Outcry Over Sale of Cell Phone Calling Records

Although customer service representatives for telco companies are based in the U.S. for the most part, the actual billing transactions and management for major players such as Nextel and T-Mobile are handled by an overseas third-party company.

That company is Amdocs, an Israel-based customer relations management (CRM) company with offices throughout the United States and other countries. Amdocs specializes in customized billing and "risk" applications for its clients, including most of the major telecommunications companies.

Amdocs trumpets its ability to deliver "deep customer understanding" for the needs of the services industry. Amdocs' philosophy revolves around structuring its responses according to its most profitable customers, its promotional material boasts.

We are going to be hearing more about this.

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