Amdocs ClarifyCRM Helps Boise Office Solutions Redefine Standard for Personalized Customer Service (email this article)

ST. LOUIS, Dec. 2 /PRNewswire-FirstCall/ -- Amdocs (NYSE: DOX - News) (Company Profile, Past Stories, Case Studies), the world's leading provider of billing and CRM products and services for true, integrated customer management, today announced that BOISE® Office Solutions has implemented Amdocs ClarifyCRM across many of its U.S. call centers and business units to centralize key customer operations and consolidate all customer information into a single system. Amdocs ClarifyCRM provides Boise with a flexible, scalable and reliable architecture to unify operations across multiple divisions, automate and manage mission-critical customer-facing business processes and deliver highly personalized interactions. Ranked as a world-class leader in customer service with an award-winning customer relationship management vision, strategy and implementation, Boise Office Solutions relies on Amdocs ClarifyCRM to maintain its leadership position and consistently deliver on customer commitments.

"We selected Amdocs ClarifyCRM as our core platform for customer service because of its unique capabilities that allow us to cost effectively meet the needs of our high volume contact center operations," said Bob Egan, Vice President, Information Technology, Boise Office Solutions. "Amdocs ClarifyCRM has enabled us to support our objectives of providing customer-centric service. With a fully integrated system that provides a unified view of customer information, our service and telesales representatives are presented with relevant customer insight and can take immediate action based on that insight when it matters most -- during a customer interaction."

Boise Office Solutions has deployed Amdocs ClarifyCRM to integrate, automate and manage the entire customer lifecycle -- from marketing, sales and ordering to delivery, service, support and analytics. Unifying multiple call and distribution centers throughout the U.S., Amdocs ClarifyCRM is used by over 3,000 customer service representatives and sales staff to manage more than 50,000 interactions per day for over 1.5 million customer contacts. Every user and every system linked to this integrated environment has a real-time view of relevant interaction information allowing Boise Office Solutions to resolve 96.9% of all customer needs during the first contact, and achieve an industry-leading customer satisfaction rating of 82% validated by an independent benchmarking organization.

"Boise's dedication to its customers, along with its customer-centric vision and strategy, is a successful case study for all enterprise-scale companies with similar business imperatives," said Peter Hurst, Vice President, Clarify Marketing at Amdocs. "Amdocs has the products, services and industry expertise necessary to help our customers, including Boise, deliver on their commitments and maximize value from their customer relationships."

About Boise Office Solutions

Boise Office Solutions is a premier multinational distributor of office and technology products, office furniture and paper, with annual sales totaling $3.5 billion. Boise Office Solutions reached domestic e-commerce sales of more than $1 billion in 2002. The company, headquartered in Itasca, Ill., has customers ranging in size from small organizations to multinational corporations. Boise Office Solutions has operations throughout the United States, Australia, New Zealand, Canada, Mexico, and serves customers in 19 European countries through a partnership with Ahrend Office Products. Boise Office Solutions is recognized for its outstanding commitment to customer service and is the recipient of Gartner Inc.'s inaugural CRM Excellence Award. Boise Office Solutions has demonstrated leadership in supporting minority- and women- owned business development since 1972. For more information, visit http://www.BoiseOffice.com.

Boise Office Solutions is a wholly owned subsidiary of Boise Cascade Corporation (NYSE: BCC - News). Boise Cascade Corporation delivers office, building, and paper solutions that help our customers manage productive offices and construct well-built homes -- two of the most important activities in our society. Boise's 24,000 employees help people work more efficiently, build more effectively, and create new ways to meet business challenges. Boise also provides constructive solutions for environmental conservation by managing natural resources for the benefit of future generations. Boise had sales of $7.4 billion in 2002.

About Amdocs

Amdocs combines innovative software products and services with deep business knowledge to deliver true integrated customer management to the world's leading services companies. Our best-in-class billing and CRM products seamlessly link all customer-facing business processes -- marketing, sales, ordering, delivery, fulfillment, billing, settlement, service, support, and analytics -- resulting in stronger, more profitable customer relationships. Amdocs enables its customers to implement their business strategy with rapid return on investment, lower total cost of ownership and improved operational efficiencies. For more information, visit Amdocs at www.amdocs.com.