December 13, 2004

CUSTOMER WINS Portugal Telecom Group , a telecommunications and multimedia service provider, has selected customer self-service and e-billing software provider edocs' Telco e-Billing Manager solution to enable customers in Portugal to access online invoices. Portugal Telecom Group will use the new program mainly in its wireline business and expects the solution to improve its customer service levels and reduce operating expenses by deflecting common inquiries from its contact center to its Web site. Telco e-Billing Manager will give Portugal Telecom Group's customers Web access to their communications bills and account data. Talisma announced that it has been selected by the U.K.'s Dacorum Borough Council to integrate its communications system to provide its customers access to council information through multiple communication channels, including self-service, email, and chat. The council provides services for the residents of Hemel Hempstead, Berkhamsted, Tring, and the surrounding villages. Using Talisma has accelerated the council's goal of resolving 80 percent of inquiries at first contact. CRM and billing provider Amdocs announced that T-Mobile Hungary has deployed the Amdocs ClarifyCRM solution to manage its customer contacts and support. Using Amdocs T-Mobile Hungary will have a centralized solution for all its customers' contact points. According to Amdocs, T-Mobile Hungary is the first wireless telecommunications company in Hungary to deploy a full CRM solution. NEWS UniPress, a provider of Web-based service desk solutions, and Contactual, a provider of on-demand contact center solutions, announced a partnership to address the growing trend of companies looking for on-demand, Web-based customer-service technology solutions. The partnership will link UniPress Software's FootPrints Web-based service desk with Contactual's OnDemand Contact Center. UniPress will offer its customers Contactual's solution to help automate incoming telephone requests with its FootPrints solution. The CMO Council, a U.S.-based association comprising senior technology marketers, announced that it is extending its membership and programs into Europe. A board of advisors in Europe will guide event content and research programs specifically designed to serve the needs of the European marketplace. Formed in 2001, the CMO Council seeks to improve the practice and performance of marketing in the IT and telecommunications sectors. Adroit Consulting, a management consulting firm that specializes in sales, sales channels, and customer care for midsize companies, announced its new Value Based Management practice and named Bill Williams to head the group. The new service offering aims to help midsize companies drive growth in shareholder value. Williams was most recently CFO of The Martin Brower Company, a $4 billion food distribution and logistics supplier. Related articles: CRM Companies Have a Strong Presence in Deloitte's Fast 500