Business News
R.H. Donnelley Extends Managed Services Agreement with Amdocs Through 2012
Tuesday 05. February 2008 - Amdocs will deliver software and services to unify and modernize directory publishing operations across R.H. Donnelley; solutions to optimize customer service and sales operations
R.H. Donnelley Corporation (NYSE:RHD), one of the nation’s leading Yellow Pages and online local commercial search companies, and Amdocs (NYSE:DOX), the leading provider of customer experience systems, today announced the extension of their managed services agreement through 2012. Under the terms of the agreement, Amdocs will continue to provide R.H. Donnelley with services such as ongoing application support and maintenance, day-to-day data center operations and testing automation. In addition, Amdocs will deliver systems integration services to unify and modernize the directory publishing operations systems for R.H. Donnelley’s sales regions. This will help R.H. Donnelley enhance sales, marketing, publishing and customer relationship management capabilities across its operations.
“Amdocs has been a valuable partner for nearly 20 years, and we look forward to continuing to work with them as we further optimize our operational processes across R.H. Donnelley,” said George Bednarz, senior vice president – operations, R.H. Donnelley. “This agreement will help us improve service effectiveness and process efficiencies both internally and externally. Internally it will provide us with top-tier technology that will allow us to enhance our reporting and production capabilities; externally it will allow us to provide even better service to more than 600,000 advertisers who rely on our Triple Play product solutions to reach ready-to-buy consumers.”
Amdocs will unify directory publishing operations systems across R.H. Donnelley’s sales regions on the most advanced Amdocs A-CRM-based suite of applications. This will allow R.H. Donnelley to empower its 1,900 marketing consultants with a common advertiser view in all regions, consolidating complete and timely advertiser information across offerings. Amdocs A-CRM is an integrated, Web-based, customer-centric suite of business applications that address the full advertiser lifecycle from sales campaign planning to customer care across traditional print and emerging online offerings.
“Delivering a superior and intentional customer experience has emerged as the best way to compete in today’s converging digital market,” said Charles Born, vice president of corporate communications, Amdocs. “Amdocs has more than 25 years of experience in delivering end-to-end solutions to address the needs of directory publishers. We are in the unique position to help R.H. Donnelley deliver the best possible experience to its advertisers and end consumers, while reducing its total cost of ownership.”
Additionally, the two companies were recently awarded the gold medal in the “Best Use of Emerging Technology” category in the 2007 Brandon Hall Excellence in Learning Awards for the deployment of the Amdocs Online Performance Support (OPS), a central part of the Amdocs Smart Agent Desktop solution, at R.H. Donnelley. Amdocs OPS is a business intelligence-driven solution for workforce performance improvement and delivered as part of Amdocs Consulting’s Learning Services. By deploying Amdocs OPS, R.H. Donnelley is able to provide its users with the business processes view needed to complete tasks, thus enhancing service levels and driving higher customer satisfaction. This industry recognition underscores the success of the strong partnership between the two companies and how Amdocs has helped R.H. Donnelley deliver an improved, customer experience.