CSG International Predicts Characteristics of the Future Cable Customer

New Solution Empowers Cable Operators to Automate Personalized, Multi-Channel Customer Care

Thursday, May 17, 2012 11:00 am EDT



Public Company Information:

"CSG has developed CCC to respond to the on-going reality that if operators want to improve the overall value of their customer interactions, they need to better understand how, when and with what content customers prefer in order to get the most value out of the interaction"

ENGLEWOOD, Colo.--(BUSINESS WIRE)--CSG Systems International, Inc. (NASDAQ: CSGS), a global provider of software- and services-based business support solutions that help clients generate revenue and maximize customer relationships, predicts that customer preferences, demands and needs will change more in the cable and satellite industry over the next five years than in the past 20 combined.

As a strategic partner to the majority of the cable operators in the United States, CSG must anticipate how cable operators will need to service their subscribers in the future and build customer care and billing systems with the flexibility to meet those needs.

CSG has analyzed current trends in the cable industry and will discuss the company’s predictions on the profile of the cable customer of the future and what will be needed to serve the future customer from a customer care and billing perspective during the NCTA Cable Show, May 21-23 in Boston, Mass.

Among its predictions, CSG anticipates that in five years, the number of cable customers under a single roof will grow exponentially. The majority of today’s cable services are delivered to a household, which is assigned to a primary account holder who is responsible for paying the bill. In the next 5 years, operators will need to expand this view to better understand every customer within a given household, including each family member and the devices they use, and proactively deliver a personalized experience to each.

In addition, CSG predicts that cable operators will dominate the digital content market, becoming media conglomerates that can provide competitive pricing and packaging to customers leveraging the operator’s network, as well as customers leveraging other networks. TV Everywhere initiatives can provide a critical platform for providers to increase the uptake of new services—and even premium services—as well as retain customers by offering a more portable content viewing experience that crosses multiple devices such as laptops, iPads, and smartphones.

Also, CSG predicts that the demand for home intelligence offerings will surge in the next five years. Machine-to-machine (M2M) communications for utilities and home security will continue to provide opportunities for cable operators who bring critical network resources directly into the home. Even today, we are seeing cable operators begin to offer the ability for subscribers to manage a variety of home-based devices including Digital Video Recorders (DVRs) and house alarms and CSG believes that demand will grow for these services.

Taking these predictions and other factors into account, CSG has introduced its Customer Communication Center (CCC) to automate personalized communication to customers through their channel of preference, such as voice, text and email.

CCC provides a central hub for automating customer communications and capturing customer profiles, eliminating the need for multiple disparate systems to support various types of customer communications. This solution delivers an intelligent integration that links events such as delivering a bill, promotional offers, customer care communications, network utilization and more with the preferred way to communicate that event based on customer preferences.

Without this type of unified communication approach, cable operators run the risk of dissatisfying the customer with too much or too little communication, eventually leading to interactions becoming less effective and less read by customers.

CCC offers a centralized approach that can unify disparate customer care systems in a way that is cost-effective and efficient. The solution offers a single customer profile that stores important customer information in one place, used by all systems across the enterprise, taking into account multiple members of the same household who have different preferences.

“CSG has developed CCC to respond to the on-going reality that if operators want to improve the overall value of their customer interactions, they need to better understand how, when and with what content customers prefer in order to get the most value out of the interaction,” said Chad Dunavant, vice president of product management, CSG International. “This solution takes the guesswork out of creating effective customer interactions by developing a cohesive view of each customer and their preferences.”

CCC also includes additional features such as Interaction Tracking, which can help the operator quickly assess the value of an interaction channel and tailor communications strategy accordingly. In addition, CSG introduced Event Manager, built using CSG’s Interactivate product line - a multi-service activation platform designed to initiate any service on any network – which can be leveraged to provide the critical link between customers and timely service delivery. Event Manager can also be applied to help manage real-time needs such as sending an instant message during an outage, or alerting a customer that a prepaid balance is about to be depreciated.

CSG will demonstrate its new CCC solution during The NCTA Cable Show at Booth #1441. To arrange a demonstration or for more information, please contact Adrianne Steiss at Adrianne.steiss@csgi.com.

About CSG International

CSG Systems International, Inc. (NASDAQ: CSGS) is a market-leading business support solutions and services company serving the majority of the top 100 global communications service providers, including leaders in fixed, mobile and next-generation networks such as AT&T, Comcast, DISH Network, France Telecom, MasterCard, Orange, T-Mobile, Telefonica, Time Warner Cable, Vodafone, Vivo and Verizon. With over 25 years of experience and expertise in voice, video, data and content services, CSG International offers a broad portfolio of licensed and Software-as-a-Service (SaaS)-based products and solutions that help clients compete more effectively, improve business operations and deliver a more impactful customer experience across a variety of touch points. For more information, visit our website at www.csgi.com.


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