llwk, A nice step in cementing the AT&T relationship at least on the in-line services and cable sides where CSGS is strong...a nice boost.
CSG Systems, Inc. Expands Agreement With AT&T BIS To
Include Complete Suite of Call Center Service Applications
PR Newswire - July 19, 1999 11:15
SAN FRANCISCO, CTAM Summit, July 19 /PRNewswire/ -- CSG Systems, Inc.(TM), a
subsidiary of CSG Systems International, Inc.(SM) (Nasdaq: CSGS), signed a new agreement with
AT&T Broadband & Internet Services (AT&T BIS -- the cable television business unit of AT&T) to
implement the complete suite of CSG Call Center Express(SM) customer care applications.
CSG Screen Express(TM), CSG Statement Express(TM) and Customer Interaction Tracking(R)
(CIT)(R) software will be implemented by AT&T BIS in its major markets early next year. Two other
CSG Call Center Express products -- CSG Info Express(TM) and CSG Ticket Express(TM) -- have
already been implemented by AT&T BIS in various cable systems nationwide. Full product
descriptions are listed below. Financial terms were not disclosed.
"AT&T BIS's broadening product line has presented new customer care and billing challenges, which
we are confident will be met with these robust call center applications," said Jack Pogge, President
and COO of CSG Systems, Inc. "Several of these applications have been tested and implemented in
selected markets nationwide and this new agreement is evidence of their success at the local level."
"CSG provides us with a number of tools to execute on our promise to offer the highest levels of
customer service to all of our customers nationwide," said Ann Montgomery, Executive Vice
President of Fulfillment Services and Operations for AT&T BIS. "At a time when customer service
has never been more important nor more complex, their call center applications will support our
efforts to effectively handle the unique challenges of billing and customer care for broadband services."
CSG Call Center Express is a suite of call center applications designed to increase productivity,
improve operational efficiency and save operators money. CSG Screen Express automatically and
immediately routes a customer's account information to customer service representatives (CSRs)
when a new call first arrives, dramatically reducing call times. CSG Statement Express allows CSRs to
retrieve, distribute and print statements instantly, right from their desktop. CIT is an add-on module
for CSG's Advanced Customer Service Representative(R) system that captures customer-related
interactions, purchases and transactional activities. CSRs can use CIT to enter notes, log information,
and schedule follow-up actions.
CSG Info Express provides customers with an automated mechanism to check functions like account
balance or appointments and allows for credit card payments over the phone. Finally, CSG Ticket
Express allows customers to dial a dedicated 800 number to order pay-per-view events. Both CSG
Info Express and CSG Ticket Express eliminate the need for a CSR to handle that call at all, reducing
call volume and improving call center efficiency. |
