Amdocs Ltd- CRM Software & Service

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Amdocs Ltd. - CRM Software & Services

314-212-7000

1390 TIMBERLAKE MANOR PARKWAY

CHESTERFIELD, MISSOURI 63017

www.amdocs.com

Sales

$1.5 billion

Business Description

Our market focus is primarily the communications industry, and we are a
leading provider of software products and services to major communications
companies in North America, Europe and the rest of the world. Our products and
services provide an integrated approach to customer management, which we refer
to as "Integrated Customer Management". Our Integrated Customer Management
product offerings consist primarily of billing and customer relationship
management systems, which we refer to, collectively, as "Customer Care and
Billing Systems", or "CC&B Systems". We refer to customer relationship
management products included within CC&B Systems as "CRM" products. Our
portfolio also includes a full range of directory sales and publishing systems,
which we refer to as "Directory Systems", for publishers of both traditional
printed yellow page and white page directories and electronic Internet
directories.

Our Integrated Customer Management systems are designed to meet the
mission-critical needs of leading communications service providers, which
include CRM, order management, call rating, invoice calculation and preparation,
bill formatting, collections, partner relationship management and directory
publishing services. We support a wide range of communications services,
including wireline, wireless, voice, data, broadband, content, electronic and
mobile commerce and IP based services. We also support companies that offer
multiple service packages, commonly referred to as bundled or convergent
services. Due to the complexity of our customers' projects and the expertise
required for system support, we also provide extensive system implementation,
integration, modification, ongoing support, enhancement and maintenance
services. In addition, we offer Managed Services, which include a combination of
services, such as system modernization and consolidation, management and
operation of data centers, purchase andmanagement of related hardware assets,

billing operations and application support, in all cases on either or a combination

of a fixed or unit charge basis to our customers.

Since the inception of our business in 1982, we have concentrated on
providing software products and services to major communications companies. By
focusing on this market, we believe that we have been able to develop the
innovative products and the industry expertise, project management skills and
technological competencies required for the advanced, large-scale,
specifications-intensive system projects typical of leading communications
providers. Our customer base includes major North American, European and other
communications companies, including major wireline companies (such as Bell
Canada, SBC, Telefonica and Deutsche Telekom) and wireless companies (such as
Nextel, Cingular Wireless, Vodafone Group and T-Mobile).

THE AMDOCS SOLUTION

We believe that our total solutions orientation, product-driven approach
and commitment to and support of quality personnel permit us to offer our
customers effective products and services that are both highly innovative and
reliable. We believe that our success derives from a combination of the
following factors that differentiate us from most of our competitors.

- Integrated Portfolio of Products. We offer our customers Integrated
Customer Management by providing a portfolio of pre-integrated billing
and CRM products. This approach is designed to help communications
service providers link customer-facing business processes and touch
points across back-office and front-office systems. We believe that our
Integrated Customer Management portfolio of products helps providers to
profitably and effectively manage their customers, while also reducing
project risk and cost.

- Integrated Products and Services Solution. We offer our customers total
solutions that combine products with a broad range of services, including
customization, implementation, integration, maintenance, ongoing support
and Managed Services. By providing services directly to the customer, we
are able to effectively utilize our intricate technical knowledge of our
Integrated Customer Management products in the overall execution of a
project, helping to ensure delivery and significantly reducing project
risk. Our total solutions approach differs from the multi-party approach
commonly used in the market, in which products developed by a software
vendor are implemented by a third-party system integrator. We believe
that our approach enhances our ability to provide our customers with
timely, cost-effective, low-risk solutions at a consistent level of
quality.

- Functional and Flexible Integrated Customer Management Products. Our
Integrated Customer Management products are based on an open, multi-tier,
client-server, rule and table-based architecture that provides the
functionality, scalability, modularity and adaptability required by
communications companies in today's highly competitive market. The
flexibility of our Integrated Customer Management products enables our
customers to achieve significant time-to-market advantages and reduce
their dependence on technical and other staff.

- Highly Skilled Personnel. We are able to offer our customers superior
products and services on a worldwide basis in large part because of our
highly qualified and trained technical, sales, marketing and managerial
personnel. We invest significantly in the ongoing training of our
personnel in key areas such as industry knowledge, software technologies
and management capabilities. Primarily based on the skills and knowledge
of our employees, we believe that we have developed a reputation for
reliably delivering quality solutions within agreed time frames and
budgets. We have global recruitment capabilities and have development
centers in Israel, the United States, Cyprus, Ireland and Canada.

PRODUCTS

Our product offerings include an extensive library of Integrated Customer
Management software products that we have developed to provide comprehensive
information systems functionality for communications service providers. Our
Integrated Customer Management systems cover the full range of CRM, order
management, call rating, invoice calculation and preparation, bill formatting,
collections, partner relationship management and directory publishing services.

We configure individual Integrated Customer Management modules into
families of products, which serve as marketing packages oriented to the needs of
specific customer segments. We provide our main CC&B Systems offering in a
number of versions to serve the different needs of communications operators in
the various network and business segments, such as wireline, wireless, broadband
and electronic and mobile commerce. Our main packages include:

- Amdocs Enabler: offline and online charging products, supporting prepaid
and postpaid billing, for voice and next generation services.

- Amdocs ClarifyCRM: end-to-end customer management products for all
operators, providing support for managing customer relationships,
including service and support, sales and ordering, and marketing and
analytics.

We also offer our new generation, or NG, line of ADS (NG)/Family of
Products that provides comprehensive support for directory publishing
operations.

Each individual module from the product families can be installed as an
independent stand-alone application, interfacing with the customer's legacy and
third-party systems, or as part of an integrated Amdocs solution.

CC&B Systems

Our CC&B suite of products consists of modules for each of the following
key application areas:

- Customer Management -- provides customer account information management
and service support, including account initiation, on-line assistance in
choosing a price plan, installation scheduling and complaint handling.

- Acquisition and Formatting -- provides for acquisition and formatting of
the event records, which are created by usage of the communications
network. The event records contain information such as the origin and
destination of a telephone call and its duration.

- Rating -- calculates charges for usage of communications services, such
as postpaid and prepaid telephone calls, Internet access and data
transfer. The rating module calculates the charges for each event based
on the service packages and price plans applicable to each individual
user.

- Billing -- provides comprehensive functionality for bill preparation
(totaling of usage and other charges, application of discounts, taxes and
credits) and bill production.

- Bill Formatter -- enables the flexible definition and modification of
bill formats, according to user requests (e.g., to combine charges from
multiple services onto a single bill or to permit certain types of
charges to be highlighted).

- Accounts Receivable and Collections -- provides comprehensive
functionality for accounts receivable and collections, including invoice
receipt, payment receipt, payment posting, financial reporting and
automated handling of customers with outstanding debts.

- Resource Management -- manages the carrier's inventory of telephone
numbers and SIM cards.

- Wireless and IP Provisioning -- manages the interface between the
carrier's customer care and billing system and the network, transferring
instructions regarding the provision or discontinuation of wireless and
IP services to specified users.

- Partner Relationship Management -- calculates, manages and reconciles
payments for intercarrier network access, including settlement of roaming
charges between cellular carriers, as well as management of agreements
and settlements between carriers and their business partners.

- Commerce Payments -- manages real-time payment and exchange of
information between buyer and seller for next generation commerce and
content transactions.

Our ClarifyCRM suite of products consists of modules for each of the
following three main categories:

- Sales and Ordering Solutions -- offer comprehensive sales automation and
order management products supporting the broad needs of sales
professionals in sales situations. We provide a range of integrated sales
automation tools enabling local and remote sales professionals to manage
sales opportunities, develop quotes, forecast revenue and communicate
with other sales team members. Amdocs Order Management applications help
companies manage and track the ordering process from order capture and
negotiation, through to provisioning and service delivery.

- Service and Support Solutions -- enable companies to maximize
efficiencies in customer service organizations. Our offering includes
support centers, contact centers and self-service solutions. These
applications provide a unified desktop framework that allows agents to
support customer care activities, including marketing, ordering, billing
and servicing. They enhance customer service and communications to help
improve customer satisfaction and retention. Amdocs Service and Support
solutions provide companies a complete view of the customer by
integrating incoming and outgoing customer contacts from all channels.

- Marketing and Analytics Solutions -- provide an integrated suite of
marketing and analytic applications focused on optimizing the key
customer metrics that affect a business, including

customer acquisition, retention, penetration and lifetime value. Our
products help companies identify customer behavioral trends and allow our
customers to take proactive measures in order to improve retention rates
of their high-value customers and focus offers on their best prospective
or existing customers either in real-time or using traditional outbound
campaigns. Using our products, communications providers can track the
effectiveness their strategies and refine them as necessary.

Directory Publishing

Our main Directory Systems product offering is the ADS(NG)/Family of
Products. These products provide comprehensive support for yellow page and white
page directory sales and publishing operations, as well as for Internet
directories and catalogs, including fully integrated electronic commerce
capabilities. These systems support large directory publishing operations that
employ a local sales force numbering thousands of representatives, serve
customer bases of hundreds of thousands of businesses and publish hundreds of
different directories each year. The directory line of products comprises a
series of modules, including:

- Sales -- addresses all aspects of managing sales to advertisers,
including preparation and management of the overall sales campaign, which
encompasses selecting the advertisers to be targeted, allocating the
advertisers to various sales channels (such as field sales or
telemarketing sales), assigning the advertisers to sales representatives,
tracking advertising sales results and calculating sales commissions.
These modules also provide automated support for the advertising sales
representative, including laptop-based applications for use by members of
the sales force in the field.

- Publishing -- supports the process of entering, proofing and extracting
the telephone listing and advertising information that is to be published
in the customer's yellow page or white page directory or electronic
Internet directory. These modules encompass contract processing, service
order processing, listing information management and directory extract in
preparation for the actual production of the directory.

- Marketing and Information Analysis -- includes corporate data warehousing
techniques, online analytical processing and data mining capabilities,
oriented to the specific marketing needs of the directory publisher. For
example, these modules can be used to identify changed patterns of
advertisement buying behavior in certain groups of customers, or to
perform "what if" analyses on marketing policy parameters. These modules
are also used by management to analyze the directory market and customer
behavior, assisting in the planning of corporate strategy and marketing
tactics.

- Prepress -- manages the production of advertisements that are to be
published in a directory and also supports the fully automated pagination
of yellow page and white page directories, including the generation of
the final typesetting file so that printed copies of the documents can be
produced.

- Customer Service -- permits online support for handling customer
inquiries and resolving customer complaints, including online correction
of advertising data and billing adjustments.

- Financial Management -- specifically designed for the directory
publisher's billing, accounts receivable and collections functions.

SERVICES

We believe that the methodology we employ to deliver Integrated Customer
Management products is one of the key factors that enables us to achieve the
time-frame, budget and quality objectives of our customers' projects. Our
methodology emphasizes rigorous project management, customization, solutions
implementation and integration planning, as well as active customer
participation at all stages to help prioritize and implement time-critical
information system solutions that address the customer's individual needs.

The extent of services provided varies from customer to customer. Some
communications service providers prefer a highly customized approach, with
extensive modifications to the Integrated Customer Management products and a
significant level of ongoing support. In recent years, more of our customers
have chosen to implement standard, pre-configured products with limited
customization and less ongoing support. We have invested considerable research
and development efforts in upgrading our applications suite to address this
market requirement.

The process of customizing a system involves creating tailored Integrated
Customer Management products to address a customer's specific technical and
business requirements. System implementation and integration activities are
conducted by joint teams from Amdocs and the customer in parallel with the
customization effort. Implementation and integration activities include project
management, development of training methods and procedures, design of work
flows, hardware planning and installation, network and system design and
installation, system conversion and documentation. In most cases, the role of
Amdocs personnel is to provide support services to the customer's own
implementation and integration team, which has primary responsibility for the
task. Customers sometimes require turnkey solutions, in which case we are able
to provide full system implementation and integration services.

Once the system becomes operational, we are generally retained by the
customer to provide ongoing services such as maintenance, enhancement design and
development, and operational support. For substantially all of our customers,
the implementation and integration of an initial Integrated Customer Management
system has been followed by the sale of additional systems and modules. In
recent years, we have established long-term maintenance and support contracts
with a number of our customers. These contracts have generally involved an
expansion in the scope of support provided, while also ensuring a recurring
source of revenue to us.

As part of our effort to provide comprehensive solutions to our customers,
we offer Managed Services to support operation of our Integrated Customer
Management products. These Managed Services include a combination of services,
such as system modernization and consolidation, management and operation of data
centers, purchase and management of related hardware assets, billing operations
and application support.

Our business is conducted on a global basis. We maintain five development
facilities located in Israel, the United States, Cyprus, Ireland and Canada,
operate a support center located in Brazil and have operations in North America,
Europe, Latin America and the Asia-Pacific region. Support for implementation
and integration activities is typically performed at the customer site. Once the
system is operational or in production, we provide ongoing support and
maintenance through a combination of remote support from the development centers
and local support at the customer site.

BUSINESS STRATEGY

Our goal is to provide advanced information technology software products
and related customer service and support to the world's leading communications
companies. We seek to accomplish our goal by pursuing the strategies described
below.

- Continued Focus on the Communications Industry. We intend to continue to
concentrate our main resources and efforts on providing strategic
information systems to the communications industry. This strategy has
enabled us to develop the specialized industry know-how and capability
necessary to deliver the technologically advanced, large-scale,
specifications-intensive information systems solutions required by the
leading communications companies in the wireless, wireline and convergent
service sectors.

- Target Industry Leaders. We intend to continue to direct our marketing
efforts principally towards the major communications companies. Our
customer base includes major communications companies in North America
(including SBC, Verizon and Nextel), Europe (including Deutsche Telekom
(Germany), BT (UK), Vodafone Group (UK) and Telefonica (Spain)) and the
Asia-Pacific region (Telstra (Australia)). We believe that the
development of this premier customer base has helped position us as a
market leader, while contributing to the core strength of our business.
By targeting industry leaders that require the most sophisticated
information systems solutions, we believe that we are best able to ensure
that we remain at the forefront of developments in the industry.

- Deliver Integrated Products and Services Solutions. Our strategy is to
provide customers with total systems solutions consisting of our
Integrated Customer Management products and our specialized services. By
leveraging our product and industry knowledge, we believe that we can
provide more effective system integration and implementation services as
well as Managed Services to our customers.

- Provide Customers with a Broad, Integrated Suite of Products. We seek to
provide our customers with a broad suite of products to meet all their
Integrated Customer Management needs. For communications service
providers, we seek to provide CC&B Systems across all lines of their
business, such as wireline, mobile and data. This approach also means
that we can support global communications service providers throughout
their various international operations. We believe that our ability to
provide a broad suite of products helps establish us as a strategic
partner for our customers, and also provides us with multiple avenues for
strengthening and expanding our ongoing customer relationships.

- Maintain and Develop Long-Term Customer Relationships. We seek to
maintain and develop long-term, mutually beneficial relationships with
our customers. These relationships generally involve additional product
sales, as well as ongoing support, system enhancement and maintenance
services. We believe that such relationships are facilitated in many
cases by the mission-critical strategic nature of the systems provided by
us and by the added value we provide through our specialized skills and
knowledge. In addition, our strategy is to solidify our existing customer
relationships by means of long-term support and maintenance contracts.

TECHNOLOGY

We have developed core competencies in various advanced technologies that
are used in our Integrated Customer Management products. By utilizing
technologies such as rule and table-based design, multi-tier architecture,
object-oriented techniques, data mining, web-enabling and open application
program interfaces, we are able to provide communications companies with the
flexibility required in a highly competitive, dynamic environment. For example,
the use of rule and table-based technologies allows communications companies to
rapidly implement changes to their marketing and customer service activities,
such as new services, price plans, discount schemes and bill formats, without
the need to modify system code. Similarly, by drawing on web-enabled, Internet
technologies, we have been able to improve
access to information by remote users, both internally within a communications
company's organization and between the organization and its subscribers. These
technologies are integrated in an open, multi-tier, service-oriented
architecture. The architecture of our Integrated Customer Management products
includes the key characteristics described below.

- Scalability. Our Integrated Customer Management products are designed to
take full advantage of the proven scalability of the UNIX platform,
allowing progressive system expansion, proportional with the customer's
growth in business volumes. Using the same software, our Integrated
Customer Management products can support operations for small as well as
very large service providers.

- Modularity. Our Integrated Customer Management products are comprised of
sets of functional modules. Each module can be installed on an individual
stand-alone basis, interfacing with the customer's existing systems, or
as part of an integrated Amdocs system environment. This modularity
provides our customers with a highly flexible and cost-effective solution
that is able to incrementally expand with the customer's growing needs
and capabilities. The modular approach also preserves the customer's
initial investment in Integrated Customer Management products, while
minimizing future disruptions and the overall cost of system
implementation.

- Portability. Utilization of the UNIX platform for our Integrated
Customer Management products ensures that our customers are able to
choose from a variety of hardware vendors, including Hewlett Packard, IBM
and Sun Microsystems. Certain applications can also be deployed on the
MVS or Windows NT platforms. The Integrated Customer Management products
utilize, where applicable, Java-based design and programming to augment
cross-platform portability.