January 14, 2005

CUSTOMER WINS IBM and Amdocs announced they have begun Svyazinvest's billing modernization project, designed to replace Svyazinvest's existing multiple billing system supporting more than 35 million Russian wireline telecommunications subscribers. As the primary contractor IBM is working with a joint Amdocs and Svyazinvest implementation team to replace the carrier's 180 billing systems across seven regions with Amdocs products. As Russia's largest wireline telecommunications provider, Svyazinvest will introduce voice and data services to subscribers in Russia. BCE Elix, a provider of contact center solutions, and the SAAQ (Societe de l'assurance automobile du Quebec) announced the deployment of a new contact center solution. The application will provide SAAQ with 10 self-service applications, intelligent routing, monitoring systems, and a new IVR. SAAQ has seen an improvement, with the number of unanswered calls falling from 30 percent in November 2002, to 3 percent by the end of the project, in December 2004. ON THE MOVE Aegis Communications Group, a transaction-based BPO company, announced the addition of a chief innovations officer, as well as country managers for its expanding market. The positions will be assigned to the Philippine and China markets that Aegis is looking to continue to expand in. Aparup Sengupa joins Aegis as CIO, bringing 18 years of experience in the outsourcing and IT industries. Aegis also appointed two new country managers: Lintao Shen will be responsible for leading the Aegis China initiatives, and Mike Cariaga will be responsible for leading the Aegis Philippines. Sabio, a contact center consultancy and services company, has appointed Chris D'Cruz, a senior industry professional, to head its Convergence Practice. The practice focuses on helping companies maximize the performance of their contact centers through consultancy. D'Cruz brings 20 years experience within the communications industry to the position, and will be responsible for developing Sabio's consultancy and solutions for converged voice and data, particularly for contact centers in the banking and finance, utilities, telecommunications, media, travel, and leisure sectors. Related article: Keeping Pace With the Evolution of CRM