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Press Release -- February 22nd, 2012
Source: Ericsson

Ericsson launches Telecom CRM

  • Ericsson Telecom CRM is an integrated billing and customer relationship management product developed to meet the specific needs of the telecom industry
  • Based on Microsoft Dynamics CRM 2011 and pre-integrated with Ericsson’s convergent billing solution
  • Helps operators meet the dual challenge of delivering a superior customer experience while driving efficiency and reducing operational expenditure

Thanks 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 experience. To meet this need, Ericsson (NASDAQ:ERIC, news, filings) has launched a new product called Ericsson Telecom CRM, which integrates customer relationship management (CRM) and billing.

The launch is the result of the strategic alliance between Ericsson and Microsoft that was announced at Mobile World Congress 2011.

Ericsson 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.

Ralf Guckert, Head of Solution Area BSS at Ericsson, says: “Integrating 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.”

Dennis Michalis, General Manager, Microsoft Dynamics CRM, says: “Operators 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.”

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. This product is one of the ways that Ericsson and Microsoft are realizing their goal of integrating customer relationship management and business support systems, an objective that was mentioned when the companies announced their alliance in February 2011.


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Ericsson is the world’s leading provider of communications technology and services. We are enabling the Networked Society with efficient real-time solutions that allow us all to study, work and live our lives more freely, in sustainable societies around the world.

Our offering comprises services, software and infrastructure within Information and Communications Technology for telecom operators and other industries. Today more than 40 percent of the world’s mobile traffic goes through Ericsson networks and we support customers’ networks servicing more than 2 billion subscribers. 

We operate in 180 countries and employ more than 100,000 people. Founded in 1876, Ericsson is headquartered in Stockholm, Sweden. In 2011 the company had revenues of SEK 226,9 billion (USD 35.0 billion). Ericsson is listed on NASDAQ OMX, Stockholm and NASDAQ, New York stock exchanges.


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