Competition is fierce, and in the broadband game and accurate billing is key. MSO Charter Communications Inc. is sticking with its billing partner CSG Systems at least through 2012.
The newly signed contract extension calls for CSG to provide its core customer care and billing systems for Charter's high-speed data services customers. Charter says it will use CSG's Care Express to enable Web-based customer self care, including electronic billing and payment. Charter also will use CSG's Advanced Customer Service Representative front-end user interface working with CSG's Screen Express on the desktop to pop up account information when a customer calls into Charter's contact center.
CSG also will assist in managing Charter's technology interoperability needs through its open application interfaces, which enable data to pass between third-party applications and the CSG billing system.
CSG is currently wrapped up in a battle with AT&T Broadband over a 1997 master subscriber management system agreement. In a lawsuit CSG has contended that AT&T has conspired with third parties to replace CSG, breached its obligation to permit CSG to bid fairly on AT&T's billing aggregation project; and has breached its duty of good faith and fair dealing. CSG is seeking unspecified damages. AT&T Broadband meanwhile has filed for arbitration in an attempt to terminate their existing agreement.