Telecommunications and cable operator billing system provider CSG Systems is adding self care and electronic billing to the mix of products it can offer to operators, through a recent acquisition of Toronto-based developer Davinci Technologies.
CSG is specifically eyeing the telecommunications market for customer care and billing with the Davinci acquisition, hoping to address one of the biggest drivers for customer churn in the industry-namely quality of customer service. As in the cable sphere, telecommunications operators are under pressure to streamline operations and allow greater account and service control through self care, and the technology developed by Davinci allows for increased customer care and control.
Allowing greater customer control can cut down on call center costs, specifically. Researcher Gartner Group estimates that it costs an operator on average $5.50 each time a customer contacts a call center, compared with just $0.24 with electronic customer care.
Along those lines, CSG will be acquiring Davinci's m-Care solution, which it will rename CSG Total Care. The new service will allow CSG customers to deliver self care and electronic billing tools to their customers over the Internet or virtually any mobile device. While optimized for the mobile broadband industry, the product also supports broadband, IP and wireline operator networks. CSG said it will offer Total Care as a standalone software product, and pre-integrate Total Care as part of CSG's Kenan/BP billing platform.