In a period of ups and downs for CSG Systems, the billing vendor shared some good news Monday, announcing that the Time Warner Cable National Division will use CSG's Care Express platform to provide Web-based customer care and billing services to high-speed data and video customers through 2008.
Under terms of the deal, TWC's National Division, which counts roughly 515,000 subscribers, will use the platform. CSG's Care Express technology allows cable customers to initiate cable modem and video services, schedule service calls, maintain account information, upgrade services and pay their bills online.
The move is expected to reduce TWC's call center expenses. CSG and TWC did not estimate specifically how much Care Express will save the MSO, but they did cite research from Gartner Group that estimates that it costs an operator about $5.50 each time a customer contacts a call center, and just 24 cents when a customer uses Web-based self-care.
The announcement did little to boost CSG shares in the early going, as they traded down 1 cent to $14.79 apiece as of 11:49 a.m. ET Monday.
CSG shares got pounded Friday in the wake of news that Comcast Corp. had filed suit against the vendor, alleging that the MSO was not bound to a previous deal forged by AT&T Broadband and CSG. Comcast closed its merger with AT&T Broadband on Monday, Nov. 18.