QTel unifies billing
Qatar Telecom (QTel) has gone live with an advanced, convergent billing and CRM solution, based on Infinys software from Convergys. QTel’s 300,000 customers can now receive consolidated monthly or individual bills for all services subscribed to, including fixed and mobile telephony, cable TV, internet, and multimedia messaging and pay online.
Qatar Telecom (QTel) has gone live with an advanced, convergent billing and customer relationship management solution, based on Infinys software from Convergys.
Nearly 200 personnel from QTel and Convergys worked cooperatively for a period of two years on the project, the major part of an 80 million Qatari Rial, nearly US$21.9 million programme of the back-office support systems (BSS) infrastructure renewal.
During the recent Eid Al Fitr Holidays, QTel migrated all its customer data on to the new system. With the new unified billing system in place, QTel’s 300,000 customers have the option to receive consolidated monthly or individual bills for all services subscribed to, including fixed and mobile telephony, cable TV, internet, and multimedia messaging.
Using the integrated web self-care feature, QTel customers can manage account details, order new services, view bills and unbilled usage, and make payments online. With support for dual operations in Arabic and English, QTel can now provide complete customer care and billing for all residential and business customers in Qatar.
“We’ve worked very hard to set up the system and have carried out extensive test scenarios to ensure that the transition is a smooth one,” says QTel CEO, Dr. Nasser Marafih. “Our customers now have the most advanced billing and CRM solution focused on enhancing the speed and quality of each customer interaction, while we have a solution that provides us with greater options to increase revenue with new services and bundles as we reduce our costs.”
The QTel solution includes Infinys Rating and Billing, TAP3 roaming, web-based customer care, and network identifier inventory. As the prime contractor for the implementation project, Convergys also provided the professional and consulting services for the implementation.
“This convergent solution for QTel represents the future of telecom,” says Jean-Hervé Jenn, president of Convergys' Information Management Group for EMEA. “This implementation demonstrates that our convergent billing and the CRM solution can be replicated on a large scale for operators looking to improve operating efficiencies, support advanced services and enhance customer experience.”
Outside Qatar, the US vendor currently validates more than 1.5 million individual bills through its software and supports more than 100 million subscribers.