CRM Software in India Insights and Vendor Snapshots
Amdocs Clarify CRM Software in India
As with other CRM software providers which pursue vertical market strategies, Amdocs has made its mark in India delivering enterprise CRM software for the telecom sector. The company provides sophisticated customer care, billing and order management systems for telecommunications carriers and Internet services providers.
Artzi Benkuzari, Amdocs division president, said that the vertically focused CRM software company's first India customer was Reliance Infocomm. Other key customer acquisitions include ICICI and SBI life.
According to David Avner, chief operating officer (COO) of Amdocs, the CRM software company has widened its focus beyond just telecom to also include financial services. Mr Benkuzari explained, "The financial services industry is a fast growing market and we need to balance the telecom market with another."
Mr. Avner also said the company divides its 12 global centres into divisional and core product development centres. Its two centres in Cyprus and India are development centres and over several years Amdocs has steadily grown its software development center in Pune.
Shrirang Bapat, vice president, R&D at Amdocs says that company's customer relationship management software helps telecom companies provision the services according to customer demand. "Our products are being used by more than 250 telecom companies all over the world. Outside India, North America and Europe are our biggest regions in terms of the market" says Bapat.
Terming India as an enterprise software market which still has a big room for growth, Bapat says that Amdocs employees 4500 people in the country. "We are now focusing on identifying issues in the urban areas to give a ready platform to the telecom companies," clarifies Bapat.
Anshoo Gaur, GM and Head of Amdocs India, acknowledges that India was not insulated from the global recession however comments that leading telecom companies in the country leveraged CRM software to help improve customer experience management and closer relationships with customers in order to combat the economically challenged climate. "We see some stability in the market in the coming quarter, otherwise so far India has been sharing the global fate. The upcoming shift in the market is from capturing to retaining the customers which has become a key for the telecom companies," says Gaur.
Amdocs recently unveiled Amdocs CES 8, an enterprise software product designed to enable telecom service providers to run leaner while enabling them to lead in the connected world which by 2017 is forecast to have more than seven trillion devices which will require support, bandwidth and new business models.
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