Charter Communications Inc. has pumped millions into its cable systems to enable the delivery of the "triple play" - voice, video and data services. To ensure a smooth operation, the MSO is turning to billing leader Convergys Corp. to provide outsourced billing services.
Charter will rely on Convergys' ICOMS customer care and billing product to support the bundling of digital video, cable modem, interactive services and other advanced services. Competition in the broadband space is fierce. Success is becoming more dependent on having a flexible and scalable billing and customer care system, says Bob Marino, president of Convergys Information Management Group. Convergys will operate and maintain its customer-care and billing product in one of its data centers. Charter expects the ICOMS product to support 3 million customers through the delivery of secure customer information.
Earlier this month, Convergys announced an upgrade to its WIZARD platform, integrating enhanced CRM capabilities, support for new telephony services, and expanded API support. WIZARD Release 7.5 is part of a larger effort to help operators migrate their billing and customer care systems for new transaction-based services like interactive TV and IP-based services.