Vodafone CRM & Integration Project

Cognity implemented Vodafone Albania's Siebel Communications CRM and the Oracle Application Integration Architecture (AIA), in order to cover Sales, Service and Marketing processes of the organization, enable customer-centricity and support the CRM strategy of the organisation. The implementation covered the Direct Sales, the Contact Centre (Customer Care), Order Management, Partner Portal, Mobile Number Portability, Marketing Automation & Analytics.


OTEGLOBE asked Cognity to implement a Contract Management system that would help the organisation effectively manage all the Contracts/Agreements, the associated Orders, as well as the Trouble Tickets and Services Requests of the Customers. Cognity implemented Siebel Communications CRM to cover the above needs and is continuously supporting the system throughout the years of operation.