Winnipeg-based Manitoba Telecom Services, Inc. (MTS) is Canada's third-largest national communications provider. Despite its leadership position in the Manitoba market, MTS was facing intense competition as the telecommunications industry in Canada went through changes similar to those occurring worldwide. The company's business customers were especially open to offerings from other providers. To improve its services and enhance business customer retention, MTS needed to take better advantage of the extensive information it held in various computer systems. The company sought a way to better serve its business customers, segment them more effectively, track campaign results, and launch new services to the consumer market. After an extensive review of CRM solutions, MTS chose Oracle's Siebel Communications as its enterprise-wide platform.
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