ST. LOUIS — Amdocs, a provider of customer experience systems, has been chosen by the Republic of Kazakhstan to provide customer relationship management (CRM) functionality for its Electronic Government project, which includes self-service kiosks in citizen service centers.
According to a news release, Amdocs CES — CRM 7.5 will serve as the front-end interface both for government agents processing and responding to citizen requests, and for Kazakhs interacting with government agencies via the Internet, phone, short message service (SMS or text messaging), fax or kiosks. This easy-to-use system will improve internal efficiencies, reduce costs, and transform the experience of Kazakhstan's more than 15 million citizens as they interact with government entities.
The Amdocs CRM-based system will provide a standard interface across the diverse systems currently in place across all Kazakh government entities, including ministries and municipalities, and will automatically bring all relevant citizen and service data from multiple systems to a single screen. Amdocs CRM also will provide secure, Web-based access to user data and services, comprehensive call-handling and case-tracking features, and automated follow-up for pending cases. The Electronic Government project provides a more open interface between citizens and government.
"Kazakhstan is working to improve citizens' lives through the use of technology. We believe that Amdocs' customer experience systems, demonstrated experience and delivery expertise will help us achieve that goal," said Kuanishbek Esekeev, head of the Agency of the Republic of Kazakhstan for Information & Communication. "We are proud to be the first country in Russia and the Commonwealth of Independent States to employ technology in this way."
