Mediacom has extended its agreement with CSG Systems, allowing the MSO to use CSG's Advanced Convergent Platform (ACP) through July 2014 to provide critical customer care and billing services for its customers.
CSG's ACP enables operators to quickly launch voice services with the same capabilities that support existing video and high-speed Internet customers.
"As part of our commitment to providing leading-edge services to our customers, we felt that supporting all of our customers, including those using our voice services, from a single solution would allow us to deliver the best customer care possible," said Tapan Dandnaik, VP of Mediacom.
Mediacom will also use the CSG Statement Express, an online statement image viewing system that enables customer service representatives (CSRs) to view billing statements in the same format as the customer.
In addition, Mediacom will implement CSG's Order Workflow (OWF) tool, which will improve how Mediacom's call center agents manage service calls, process new order requests, sell service bundle upgrades, and identify up-sell and cross-sell opportunities, CSG said . The OWF tool significantly reduces overall call handling and talk time, decreasing total customer care costs, the company said.
"Through this agreement, Mediacom builds on a strong partnership and is also able to take advantage of new solutions such as the Order Workflow tool," said Jay McCracken, SVP of CSG. "Together, the solutions Mediacom will use will help the company improve every interaction with its subscribers – from the call center, to the statement, to serving its voice services customers."
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