Microsoft Helps TE Data Improve Customer Service

Customer Care Framework is selected as part of SOA initiative to improve

business processes and customer service.

May 29, 2007, 01:00 ET from Microsoft Corp.

    REDMOND, Wash., May 29 /PRNewswire-FirstCall/ -- Today Microsoft Corp.
 (Nasdaq:   MSFT) announced that TE Data, Egypt's fastest growing data
 communications and Internet service provider, has selected Microsoft(R)
 Customer Care Framework (CCF) to unify its call center applications with
 the aim of radically improving customer service, increasing sales
 opportunities and upgrading working processes. Customer Care Framework is a
 server-based software solution that delivers consolidated data from core
 business systems such as billing, customer relationship management (CRM)
 and order management to the customer service agent desktop. CCF will
 provide an easy-to-manage, scalable environment that will enable TE Data's
 call center representatives to access all customer data, regardless of
 application and location, through a single user interface.
     TE Data's core business is selling narrowband, broadband and managed
 access services. TE Data needed to overhaul its customer care processes to
 better integrate all the applications that carried customer data. By
 introducing new capabilities such as single sign-on and a familiar user
 interface that pre-fetches customer details without the need to access
 multiple applications, TE Data will not only improve the experience for
 customers by reducing call times and speeding up service activation, it
 will also enhance the working environment for its agents by simplifying
 procedures and reducing the potential for errors when inputting and
 checking data.
     The single user interface provides a 360-degree view of customer data,
 creating a better climate for the cross-selling of services and the
 effective delivery of targeted sales and marketing campaigns, including
 outbound calls. CCF also enables the rapid deployment of new services
 without requiring staff to undergo intensive training on new applications.
 It is expected that staff training time will be reduced by as much as 20
 percent, and average call handling time is also expected to improve by 20
     "The working practices of our call center agents have a direct impact
 on customer satisfaction and revenue generation," said Raed Mounir, MIS and
 Customer Advocacy Director at TE Data. "With CCF we will remove all the
 complexity of having customer data stored within different applications in
 our legacy systems. With this new, simplified approach of a single screen
 providing a customer's history, buying patterns and current account
 details, we will not only improve the morale and working environment for
 our agents, but we will also make a direct, positive impact on the service
 experienced by our customers, which is a vital component in such a
 competitive market."
     Following initial consultations, TE Data embarked on a proof-of-concept
 trial in December 2006 using its own developers. TE Data was able to fully
 assess its capabilities in six weeks. With the initial trial deemed highly
 successful, TE Data is expected to have the solution fully implemented and
 running on 800 agent desktops in the fourth quarter of 2007.
     "By improving the delivery of customer service, telcos will not only be
 able to reduce customer churn, they can also directly impact the bottom
 line by lowering IT and training costs while increasing sales
 opportunities," said Michael O'Hara, general manager for the Communications
 Sector at Microsoft. "Microsoft's CCF will enable TE Data to bring all its
 customer-focused applications into one-easy-to-manage architecture that can
 scale with the needs of the business."
     "When we took the decision to migrate our legacy systems, we needed to
 be sure customer service and business performance would not be affected,"
 Mounir said. "By moving to a Microsoft environment, we not only reap the
 benefits afforded by CCF in our call center, but we will also have the
 security of working with an IT infrastructure that can support
 business-critical processes and can be project-managed effectively. These
 are important considerations for a service provider requiring zero
 downtime, and we see huge benefits in working closely with Microsoft to
 deliver a robust platform that meets our needs."
     About TE Data
     TE Data was established in 2001 by Telecom Egypt to function as its
 data communications and Internet arm. The company is the fastest growing
 data communications and Internet services provider and the broadband market
 leader in Egypt. Currently, with operations in Egypt and Jordan and
 ambitious plans in other parts of the MENA region, TE Data's portfolio
 includes narrowband and broadband Internet access services, managed
 dedicated Internet access services, IP VPN connectivity services, global
 connectivity services in addition to consulting and professional services.
 TE Data's portfolio of services covers the communications needs of all
 whether consumers, small and medium enterprises, large corporations, and
 Internet Service Providers.
     About Microsoft
     Founded in 1975, Microsoft is the worldwide leader in software,
 services and solutions that help people and businesses realize their full
     Microsoft is a trademark of the Microsoft group of companies. The names
 of actual companies and products mentioned herein may be the trademarks of
 their respective owners.

SOURCE Microsoft Corp.