Enhanced Customer Profile Management Capabilities Available in Newest Release
of CSG's Total Care Solution
ENGLEWOOD, Colo., May 4 /PRNewswire-FirstCall/ -- Leading global customer
care and billing solutions provider CSG Systems (Nasdaq: CSGS) today announced
new capabilities designed to help telecom service providers deliver a more
personalized experience to customers.
(Logo: http://www.newscom.com/cgi-bin/prnh/20020627/CSGSLOGO)
CSG(R) Total Care, CSG's award-winning customer self-care application now
delivers comprehensive Customer Profile Management capabilities, offering a
new way for service providers to allow customers to define and manage their
own accounts -- regardless of the underlying billing, customer care and
network technologies.
Customer Profile Management (CPM) represents a paradigm shift beyond
traditional customer self-care by providing a way for customers to manage
their accounts and preferences from their own perspective. CPM enables
customers set up their own profiles and organize information by household
member, employee, payment methods, subscriptions to personalized services,
product settings and overall customer preferences. For example, a customer
could track how many gaming minutes their child has used during the month,
organize the types of news, sports and other updates they receive on their
mobile phone and review their consumption on a daily basis.
For internal systems, the resulting customer profiles become the "single
source of truth" about each customer; allowing the provider to view customers
holistically and focus marketing efforts around individual customer
preferences. A customer's profile becomes a composite of subscriber, billing,
service and device information that define the customer and their
transactions -- removing the need to for expensive "stove pipe" solutions
where each new service requires end-to-end self-care infrastructures.
As customers update profile information in CSG Total Care, updates can be
exchanged with applications such as billing, data warehousing, marketing and
campaigns and service delivery platforms -- enabling the service provider to
understand individual preferences and leverage that knowledge to tailor
packages and services to customers over the lifecycle of the customer account.
Delivering a customer experience that is truly tailored to an individual
subscriber's own preferences and interests is key to attracting and retaining
customers, according to a recent survey commissioned by CSG. The majority of
1,000 consumer respondents cited "a better bundled package of services
tailored to personal interests" as the single most important step a service
provider could take to improve the customer experience.
(See related press release http://www.csgsystems.com/content.cfm/Id=366).
In addition, the survey showed that 41% of consumers use online account
management and bill payment tools because it saves them time. CSG's latest
Total Care release with Customer Profile Management features targets these two
consumer priorities.
"In a world of convergent services and content from many sources,
consumers want a simple way to understand the services they have, make
payments and make sense of their accounts in a fast and efficient manner,"
said Darla Thompson, vice president of product management for CSG's Global
Software and Services Division. "CSG Total Care empowers the consumer to
manage their own accounts, while also providing a powerful tool to enable the
service provider to better understand each customer's individual preferences
and tailor programs and offerings to those preferences. These capabilities
can become a key differentiator that enables a service provider to better
retain its customers."
CSG's customer profile management capabilities are currently in use with a
major European mobile operator.
In addition to CPM enhancements, CSG Total Care offers more flexibility
with a refreshed look and feel that can be easily customized to match a
service provider's brand. Also, CSG has added out-of-the-box integration with
payment gateways and more flexibility with different payment methods.
CSG offers CSG Total Care to its Kenan customer base worldwide as part of
the Kenan FX business framework, enabling an operator to quickly deploy the
online bill presentment and payment, customer profile management and self-care
tools within their existing framework. CSG Total Care also is sold as a
standalone product that works with any billing system.
CSG will demonstrate its newest version of CSG Total Care in booth #705
during the Billing and OSS World Conference and Exposition, May 4-6 at the
Pennsylvania Convention Center in Philadelphia, Pa.
About CSG Systems
With worldwide headquarters in Englewood, Colo., CSG Systems is a
subsidiary of CSG Systems International, Inc. (Nasdaq: CSGS). CSG and its
wholly-owned subsidiaries serve more telecommunications service providers in
more than 40 countries. CSG is a leader in next-generation billing and
customer care solutions for the cable television, direct broadcast satellite,
advanced IP services, next generation mobile, and fixed wireline markets.
CSG's unique combination of proven and future-ready solutions, delivered in
both outsourced and licensed formats, empowers its clients to deliver
unparalleled customer service, improve operational efficiencies and rapidly
bring new revenue-generating products to market. CSG is an S&P Midcap
company. For more information, visit our website at http://www.csgsystems.com.
SOURCE CSG Systems International, Inc.
 back to top
Related links:
http://www.csgsystems.com
Photo Notes:
NewsCom:
http://www.newscom.com/cgi-bin/prnh/20020627/CSGSLOGO
AP Archive: http://photoarchive.ap.org
PRN Photo Desk, photodesk@prnewswire.com
Company News On-Call:
http://www.prnewswire.com/comp/126879.html
CONTACT:
Elise Brassell, +1-303-804-4962,
elise_brassell@csgsystems.com, or Liz Bauer, Investor Relations,
+1-303-804-4065, liz_bauer@csgsystems.com, both of CSG Systems
|
