Bharat Sanchar Nigam Ltd. (BSNL) announced that Oracle has won a contract comprising Oracle Applications, Oracle Database and Oracle Fusion Middleware which will drive BSNL’s growth plans and enhance customer service delivery in the country.

The company is implementing a next-generation, Call Detail Records (CDR) based Customer Care and Convergent Billing system that will provide billing and customer care solutions. BSNL will implement the CDR based system across the country divided into four zones and four data centres.

Announcing the decision, Kuldeep Goyal, chairman and managing director, BSNL, said, “We have undertaken a decisive step towards extensive deployment of IT solutions for enhancing customer service and enabling faster roll-out of services. The CDR project seeks to enhance customer service delivery across the organisation and as a result of it we will not only be able to enhance customer care but will also be able to reduce operational costs and increase revenue realisation for effectively meeting the new challenges in the telecom sector.”

According to Ash Khalek, vice president, Communications, Media and Utilities , Oracle Asia Pacific, “Our association with BSNL is over a decade old. The CDR project at BSNL will use our world leading Siebel CRM software on top of the world’s No.1 database - Oracle Database. We are happy to partner BSNL in their effort to provide ever better services to their customers.”

BSNL has adopted Oracle Database, and Oracle Business Activity Monitoring, a component of Oracle Fusion Middleware. BSNL will use several of Oracle’s Siebel CRM applications including Order Management, Sales Management, Marketing Management, Services, Call Centre and Web-Self Care. Oracle’s offering also includes Purchasing, Financial Management and Enterprise Asset Management modules of the Oracle E-Business Suite.