CSG Systems Adapts Market-Leading Solution to Work Seamlessly With Any
Billing System
ENGLEWOOD, Colo., May 23 /PRNewswire-FirstCall/ -- Leading customer
care and billing solutions provider CSG Systems (Nasdaq: CSGS) today
announced that Time Warner Cable's Southwest Ohio Division is the first
customer to use CSG(R) Workforce Express as a stand-alone workforce
management solution with a third-party billing system supplying the
underlying customer account information.
(Logo: http://www.newscom.com/cgi-bin/prnh/20020627/CSGSLOGO )
CSG's Workforce Express leads the market in workforce management
solutions designed to help cable and direct broadcast satellite operators
address one of the most costly and complex aspects of their business --
getting the right technician to the right job at the right time. The
solution allows dispatchers and field technicians to access and more
efficiently complete installation and service-oriented tasks and wirelessly
send field updates back to the home office.
Using Workforce Express, Time Warner Cable's Southwest Ohio Division
has improved routing of its technicians, tracking of field personnel's
location and job status and has gained better estimated time of arrival
data. Automating this information has given its dispatchers more time to
complete proactive job functions such as calling ahead to make sure that
customers are home and expecting the technician to arrive.
Early this month, Time Warner Cable began using the combination of
Workforce Express and a third-party billing system to supply customer
account information to field personnel and dispatchers, marking its first
use as a stand-alone solution.
"Our use of Workforce Express increased our technicians' productivity
by five to ten percent almost immediately," said Jeffry Clark, Area
Director, Time Warner Cable. "We are very pleased with how quickly CSG
adapted its solution to work independently of the billing system and with
the productivity gains we've seen in our field operations."
CSG Workforce Express now reaches more than 20 million cable and Direct
Broadcast Satellite (DBS) customers nationwide, making it the largest
provider of workforce management services to these operators. Today, the
solution supports over 33,000 technicians and 3,000 dispatchers by
automatically scheduling, dispatching and routing technicians as they
provide on-site customer service.
"This first stand-alone implementation of Workforce Express
demonstrates our commitment to helping our customers to align our solutions
to their business goals and to realize a maximum return on investment,"
said Dwayne Ruffin, Senior Vice President of Broadband Product Management,
CSG Systems. "As our customers begin to offer more complex bundles of
solutions, the demand on customer service will escalate at every customer
touch point. Time Warner Cable has ensured that its field personnel,
dispatchers and routers will be a successful part of the equation."
About CSG Systems
Headquartered in Englewood, Colorado, CSG Systems International
(Nasdaq: CSGS) is the leading provider of outsourced billing, customer care
and print and mail solutions and services supporting the North American
cable and direct broadcast satellite markets. CSG's solutions support some
of the world's largest and most innovative providers of bundled
multi-channel video, Internet, voice and IP-based services. CSG's unique
combination of solutions, services and expertise ensure that cable and
satellite operators can continue to rapidly launch new service offerings,
improve operational efficiencies and deliver a high-quality customer
experience in a competitive and ever-changing marketplace. For more
information, visit our website at http://www.csgsystems.com.
SOURCE CSG Systems
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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
CONTACT:
Media, Elise Brassell, +1-303-804-4962,
elise_brassell@csgsystems.com, or Investors, Liz Bauer,
+1-303-804-4065, liz_bauer@csgsystems.com, both of CSG Systems
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