Quaero News

Leveraging Big Data for Customer Engagement

Mon, 30 Jan 2012 12:00:00 EST

Featured in Chief Marketer, authored by Dan Smith.

Data analysis's influence on optimizing customer engagement is not a new concept. From simple segmentations such as sales-based percentiles to predictive models such as likelihood-to-churn, using data analysis to influence how a company engages with their customers is now the norm.

Lately, "big data" - the sheer quantity of data points generated from an ever-expanding number of transaction and social media channels, among other sources - is attracting increased attention in many areas, including customer engagement.

This is, at least in part, due to the intersection of two trends. The first is the development and adoption of devices such as smart phones and the explosion of apps for them that capture and store massive amounts of data.

The second is that technologies such as Haddoop, Netezza and Vertica are either coming of age or entering the mainstream, making it viable to store and process these massive amounts of data.

Big data pushes some key aspects of customer engagement across thresholds, creating unique opportunities for competitive advantage. But big data creates some big challenges too.

Customer Data Management

Master data management - cleansing and matching and mastering of data, among other activities - is the foundation of customer data management. Big data can push the limits of these processes, which are traditionally optimized for managing discrete attributes (name, age, income, etc.) and not the behaviorally oriented data (page visits, phone calls, financial transactions, etc.) germane to big data.

Conversely, big data can provide the opportunity to improve matching and identity resolution based on behavioral clustering. For example, two different sets of records in a database can have somewhat similar personally identifying information such as name, address, phone, etc., which aren't similar enough to constitute a match. However, they may also have very similar behavioral profiles - profiles that are very rich and descriptive due to big data.

The similarities in the two record sets' behavior may be enough to push the records over the match threshold and allow them to be collapsed into one. This reduces duplication in the database and allows for a richer, more accurate profile of individuals.

Analytic Model Execution

Big data presents challenges to analytics, too. Running analytic models on big data requires technologies that support massively parallel processing, which rely on a single high-powered piece of hardware as opposed to disparate set of processing units. And just as important - if not more important - it requires technologies that bring the analytics to the data, instead of bringing the data to the analytics, which is no longer feasible at the scale of big data.

To read the article in its entirety, click here.

Understand Customer Value First and Lasting Brand Loyalty Will Follow

Fri, 27 Jan 2012 12:00:00 EST

Featured in EM+C, authored by Susan Connors

Brand loyalty starts with a deep understanding of the value of your best and worst customers. To get there, you need to conduct a full data assessment. This should include an understanding of all available data sources, an evaluation of data collection techniques for extraction and manipulation, and an analysis of data gaps.

Once the data has come together, you'll need a data visualization tool to derive insights. An intuitive end-user tool for marketers (not superusers or IT rock stars) will ensure that easy exploration of data and quick creation of "what if" scenarios are at the brand manager's fingertips. That's when the heavy lifting begins. With the data collection initiative completed, you can develop a customer value-based segmentation. Making the data useful through modeling and scoring brings customer value to life and allows you to build brand initiatives based on customer insights.

Once you understand your customers' value, focus on relevant, targeted brand initiatives to drive increased loyalty. Here are five basic tenets you need to consider:

1. Build a relationship by providing a platform for social interaction. People connect with brands in myriad ways. Provide them with the opportunity to connect and converse with your brand on their terms. Respect your relationship by providing a preference management center to address privacy concerns and empower the customer to command the conversation. Most importantly, if you ask for their preferences, adhere to their requests.

2. The mission of your company must hit a nerve with your most valued customers. Promote what your company believes in every time you communicate with your best customers. An emotional connection will drive customer engagement.

3. Create a rewards program. Your most loyal customers already love what you sell. Share coupons with fans and followers, and email special promotion codes to loyal customers above a purchase threshold. Provide a special free report to your most loyal subscribers. Reward programs can be expensive, but they're major drivers for sustained brand loyalty. Be sure to track results to gauge effectiveness and identify areas of improvement.

To read the article in its entirety, click here.

Quaero's Roman Lenzen Featured in 1:1 Media Article on Online Analytics

Wed, 18 Jan 2012 12:00:00 EST

4 Online Metrics for More Effective Marketing

As consumers and B2B customers alike use online tools to research and purchase products, they leave a trail of valuable data in their wake. This goldmine of information on customers' online activity is prompting a keen interest in Web and social media analytics among companies that see an immense opportunity to better understand their customers and prospects. "The aim is to provide users with a more engaging and relevant experience that makes them browse more efficiently and therefore stay [on the company's website] longer," says SiteSpect CEO Eric Hansen.

Forrester analyst Joe Stanhope argues that the tempestuous financial climate is another reason companies are refocusing on analytics. "We're technically out of the recession, but it's been a slow recovery," he says. With tight budgets, companies want to make sure every dollar goes towards optimizing their marketing strategies. Cognizant that Web analytics can help identify problems and opportunities, companies are increasingly adopting tools to track customers' online and social behavior.

However, some organizations balk at the prospect of embarking on a complex Web analytics project that aims to compile data from across online touchpoints. Experts recommend starting with basic tools that provide a broader view, and then incrementally adding deeper analytics for more granular insight. Here are four common metrics companies can use to get started:

1. Determine bounce rate: Simply getting a person to visit your website isn't enough. If customers are visiting a company's homepage and not exploring deeper, there's a problem. Gartner research analyst Bill Gassman says even basic tools like Google Analytics are a place to start when looking to determine bounce rate. He also recommends building funnel reports that give a visual of where customers are falling off, pointing to areas that require improvement. It's also important to ascertain which customers have business value, why they're on the website, and what they're doing. This will help determine which customers to focus on for retention efforts.

Click here to read the full article on 1:1 Media.

Quaero's Susan Connors Featured in 1:1 Media Article on Multichannel Customer Service

Mon, 28 Nov 2011 12:00:00 EST

The 5 Musts for Optimizing Multichannel Customer Service

Once the bastion of customer service, the telephone is now one of many channels customers turn to for service. The phone now shares its customer service spotlight with websites, chat, email, avatars, and mobile apps. Customers navigating this channel mix expect seamless service across all these touchpoints. Companies looking to retain those customers need do deliver on that expectation.

"Customers use different channels on different occasions based on a complex formula of needs, location, time, and what's intuitive at that moment," says Dan Nordale, vice president of marketing and enterprise for Nuance. "Some companies are trying to figure out the right channel for particular transactions, but customers are using different channels. Therefore, companies have to provide choice."

Additionally, an increasing number of customers are seeking Web support first and only calling a company or visiting a store when they don't get their service needs answered online, says Adele Sage, customer experience analyst at Forrester Research. "To an extent, websites have replaced the telephone as a first choice," she says. This may be due in part to four years of decreasing satisfaction with phone-based customer service interactions, as a Forrester survey of nearly 5,000 customers found.

Despite the evident demand by customers for a seamless multichannel service experience, few companies have succeeded in creating it. "Companies tend to be strong at one channel or another," says Max Ball, director of product marketing at Genesys. For example, retail companies often provide a highly personalized customer experience on their website, but when customers try to contact the company over another channel, there is rarely any understanding of what has already happened, he argues. One of the problems lies with lack of interaction between departments. "Typically the Web folks don't work closely with the contact center people and the mobile team was just started up in a silo a few months before," Ball says.

Click here to read the full article on 1:1 Media.

Quaero's Julie Baker Featured in 1:1 Media Article on Mobile Analytics

Mon, 21 Nov 2011 12:00:00 EST

The Mobile Channel is a Wellspring of Customer Data

As mobile devices increasingly become an extension of consumers' physical identity, organizations have access to a wealth of fresh information. This wellspring of uniquely identifiable customer data can provide business leaders with insight into new and innovative ways to interact with their customers.

"With the explosion of smartphones, the mobile device has become a critical conduit to the customer-one that is quickly morphing into an all-purpose, on-the-go device for payments, identity, Web browsing, communications, and entertainment," says Anandan Jayaraman, chief product and marketing officer for Connectiva Systems. "Mobile analytics and the monetization of customer activity from mobile is the next big frontier."

Consumers are using their mobile devices to research and make purchases, read email and texts, download and use apps, and access their social networks on the fly. In fact, according to Sanjay Pingle, president of Physicians Interactive, the average consumer touches her mobile phone 89 times a day. All this varied activity provides a new array of data, including subscriber and demographic information, behavioral data, geospatial insight, purchase and browsing data, and application fingerprints. Business leaders can use the insight gleaned from this information and activity to deliver the right content, communications, promotions, and proactive service interactions to the right customer at the right time-not only in the mobile channel, but also in other channels, by integrating mobile data with customer data from other sources, like a CRM system.

Click here to read the full article on 1:1 Media.

Why Generating Leads is Not Enough

Thu, 17 Nov 2011 12:00:00 EST

Featured in MarketingProfs Today; authored by Michelle Boockoff-Bajdek

If you're like most B2B marketers, you diligently plan and execute campaigns to drive new opportunities and, ultimately, increase revenue. But unless you're ready to rethink marketing's role, you may be throwing precious budget dollars out the window and missing opportunities to drive real customer value.

Customer buying behavior is evolving, and demand management is evolving along with it. Today's B2B marketers can't focus only on generating leads and turning them over to Sales. They need a new process for creating effective, targeted programs that hit the right people at the right time via the appropriate channel.

Here are four key steps to ensure your B2B marketing evolves to meet today's challenges.

To read the article in its entirety, click here.

Quaero's Ahmer Inam featured in 1:1 Media Online Article

Tue, 25 Oct 2011 12:00:00 EDT

Transforming Big Data into Big Opportunities

No matter which direction we look, it is not until we turn full circle that the entire view comes into focus. This especially applies to gaining a truly holistic view of customer data. With the flood of structured and unstructured information pouring in from a growing number of sources, companies need to look further than they have in the past to gain that 360-degree of the customer. Once organizations determine which sources of data will create the complete customer view they need, they must determine how to bring that information together to enable them to act on it.

This abundance of information encompasses everything from what products customers are searching for to how they prefer to be communicated with to whether they pay on time. In other words, there's more information than ever before on their behaviors, needs, and value or potential value—data that's essential to building a customer experience based not only on what's most important to customers, but also on what will deliver business impact.

"A 360-degree…customer view looks beyond simply providing a consistent experience to the customer," says Doug Cox, general manager, North America, at GMC Software Technology. "It delves deeper, blending CRM data with operational data from a variety of sources including invoices, third-party sites, and contracts to understand what the experience is that the customer actually wants, and what is needed within the company to have the agility to deliver that experience. It's a more holistic approach to customer communication management."

To read the full article on 1:1 Media, click here.

Press Release: CSG Systems and Intec Telecom Now CSG International

Mon, 27 Jun 2011 12:00:00 EDT

CSG Systems and Intec Telecom Now CSG International
New Name Signifies Unified Global Brand

ENGLEWOOD, Colo. (6/27/2011) CSG Systems International, Inc. (NASDAQ:CSGS), a global provider of software- and services-based business support solutions that help clients generate revenue and maximize customer relationships, announced today that it will be known as CSG Systems International. The new name signifies the brand integration of CSG with Intec Telecom, which CSG acquired in late 2010.

CSG Systems International offers more than 25 years of experience in revenue and customer management across a diverse cross-section of industries including cable, wireless, fixed-line, satellite/DBS, utilities, media/entertainment, retail and more. The combined company serves the majority of the top 100 global communications service providers (CSPs) with a broad and deep suite of solutions aimed at helping service providers roll out new products and services and operate more effectively.

Along with a new operating name, the company has re-branded its visual identity and has changed the address of its Web site to www.csgi.com.

"With complementary products, markets and infrastructure, our new combined entity is the world's second largest Business Support Systems provider with more than 3,600 professionals that help our clients introduce and support new products, generate revenues and optimize their operations," said Peter Kalan, president and CEO of CSG Systems International. "We are energized and eager to continue to move forward together and help our clients grow their business by leveraging industry-leading business support solutions, our global footprint, deep domain and services expertise."

The company's industry-leading, proven solutions include convergent billing and revenue management, mediation, rating, charging, product catalog, customer care, web self-service, analytics, interactive messaging, wholesale settlement, content management, workforce management and output services.

About CSG Systems International

CSG Systems International, Inc. (NASDAQ:CSGS) is a market-leading business support solutions and services company serving the majority of the top 100 global communications service providers, including leaders in fixed, mobile and next-generation networks such as AT&T, Comcast, DISH Network, France Telecom, MasterCard, Orange, T-Mobile, Telefonica, Time Warner Cable, Vodafone, Vivo and Verizon. With over 25 years of experience and expertise in voice, video, data and content services, CSG International offers a broad portfolio of licensed and Software-as-a-Service (SaaS)-based products and solutions that help clients compete more effectively, improve business operations and deliver a more impactful customer experience across a variety of touch points. For more information, visit our website at www.csgi.com.

For more information, please contact
Elise Brassell, elise_brassell@csgsystems.com
Senior PR Manager

Forrester Research Case Study: ESPN Drives Fan Value Through Customer Intelligence

Wed, 09 Mar 2011 12:00:00 EST

During the past three years, ESPN has systematically integrated and analyzed multiple data sources from across the business to develop an understanding of the unique value that individual fans deliver to the organization. The organization then applies this knowledge to adapt and evolve the business, improving its customer experience and driving marketing and business success.

To read more, download the entire case study.

Media Alert: Susan Connors Joins Quaero as Vice President of Client Engagement

Mon, 28 Feb 2011 12:00:00 EST

Charlotte, NC – February 28, 2011 – Quaero, CSG Systems’ (NASDAQ: CSGS) leading customer engagement agency, today announced it has appointed Susan Connors to Vice President of Client Engagement where she will provide executive leadership and oversee both client engagement and strategic marketing services for the company. The appointment aligns with Quaero’s focus on continuing to provide exceptional client service as it expands its footprint in key vertical markets.

Connors brings extensive experience in all facets of customer engagement marketing and has a reputation for building and managing successful account teams. Her expertise in marketing strategy, analytics, technology and marketing operations will enable her to have an immediate and positive impact on Quaero’s business.

Connors joins Quaero from Merkle Inc. where she held numerous positions, among them Executive Vice President of Cognitive Data, Vice President of Operations and Vice President of Database.

“We are very excited to leverage Susan’s deep knowledge and expertise helping clients utilize customer insight to drive greater marketing effectiveness and increase customer value,” said Naras Eechambadi, senior vice president of Quaero. “Quaero is growing rapidly and Susan’s leadership and client-centric approach will help us continue to delight our customers as we grow.”

“I’m delighted to be joining such a fast growing and exciting company,” said Connors. "As a passionate client advocate, I look forward to utilizing the entire Quaero portfolio – from strategy and analytics to technology and digital services to help our clients drive better, more valuable customer interactions.”

Earlier in her career, Connors held positions at Harte-Hanks (NYSE: HHS); the Mail Advertising Association now known as The Mailing and Fulfillment Services Association; and the National Association of State Boards of Education. She holds a BS in Business Administration, Finance from George Mason University.

Quaero was among eight select companies Forrester Research Inc., an independent research firm, evaluated as part of its January 2011 report, “The Forrester Wave™ US Database Marketing Service Providers, Q1 2011.” In its first appearance in the Wave, Quaero was cited as a contender and noted for its solid database marketing capabilities.

About Quaero
Quaero is a customer engagement agency that helps clients increase customer value through intelligence-driven, one-to-one engagements. Quaero optimizes prospect and customer interactions through a combination of analytics, derived insight, database technologies and cross-channel strategies. Clients range from mid-size to Fortune 500 firms in a variety of industries, including Telecommunications, Pharmaceutical/Healthcare, Media, Financial Services, Travel and Leisure, Consumer and Technology.

Quaero is a part of CSG Systems, Inc.,(Nasdaq:CSGS) a leading global customer interaction management and billing company. For more information, call 1-877-570-2199 or visit www.quaero.com.

About CSG Systems
CSG Systems International, Inc. (NASDAQ: CSGS) is a world-leading Business Support Systems (BSS) company serving the majority of the top 100 global communications service providers, including leaders in fixed, mobile and next-generation networks such as AT&T, Comcast, China Unicom, DISH Network, France Telecom, Orange, T-Mobile, Telefonica, Time Warner Cable, Vodafone, Vivo and Verizon. With over 25 years of experience and expertise in voice, video, data and content services, CSG Systems offers a broad portfolio of licensed and Software-as-a-Service (SaaS)-based products and solutions that help clients compete more effectively, improve business operations and deliver a more impactful customer experience across a variety of touch points. The company serves a global client base across highly competitive industries including cable and direct broadcast satellite, telecommunications, financial services, healthcare, utilities, content and entertainment and more. For more information, visit our website at www.csgsystems.com.

MEDIA CONTACT:
Bethany Weiss Floraday, Emerge Public Relations
Office: 415-625-9966
bweissfloraday@emergepr.com

ESPN's John Kosner: "You are what your record says you are"

Mon, 28 Feb 2011 12:00:00 EST

Digital powerhouse, ESPN, is changing the conversation entirely with a new metric called, "total minutes." So check out a byte of how "total time" is dominating ESPN's record as part of Kosner's Forrester Consumer Forum keynote.

Independent Research Firm Includes Quaero in US Database Marketing Service Providers Q1 2011 Report

Thu, 13 Jan 2011 12:00:00 EST

Charlotte, NC -- January 13, 2011 - Quaero, CSG Systems' (NASDAQ: CSGS) leading customer engagement agency, was among eight select companies that Forrester Research Inc. evaluated as part of its January 2011 report, "The Forrester Wave^TM US Database Marketing Service Providers, Q1 2011". In its first appearance in the Wave, Quaero was cited as a contender and noted for its solid database marketing capabilities.

Forrester considered more than 50 vendors as part of its evaluation, but only eight companies made the final list. To be included, each of the vendors had to maintain a combination of breadth and depth of managed database customers; strategic and analytic support for database clients; and enterprise interest in the context of Customer Intelligence. This is the first time Quaero has participated in the evaluation.

According to the report, "Quaero shows strong potential. For example, its digital capabilities outshine some of our leaders, and it receives high scores for the strategic value that it delivers to its clients."

"We are honored to be the only newcomer to this Forrester Wave and are excited to be recognized for our solid database marketing capabilities and competitive solutions," said Naras Eechambadi, senior vice president Quaero, CSG Systems. "We provide our clients with a unique blend of marketing, insight and technology to help them increase revenue and improve customer value. We are investing in top notch talent and state of the art systems to build a great customer engagement agency that will provide our clients with truly integrated capabilities to anticipate and meet their customer management challenges now and in the future. "

About Quaero

Quaero is a customer engagement agency that helps clients increase customer value through intelligence-driven, one-to-one engagements. Quaero optimizes prospect and customer interactions through a combination of analytics, derived insight, database technologies and cross-channel strategies. Clients range from mid-size to Fortune 500 firms in a variety of industries, including Telecommunications, Pharmaceutical/Healthcare, Media, Financial Services, Travel and Leisure, Consumer and Technology.

Quaero is a part of CSG Systems, Inc.,(Nasdaq:CSGS) a $500 million customer interaction company that reaches more than half of all U.S. households each month and manages over $36 billion in transactions annually on its clients' behalf. For more information, call 1-877-570-2199 or visit www.quaero.com.

About CSG Systems

CSG Systems International, Inc. (NASDAQ: CSGS) is a world-leading Business Support Systems (BSS) company serving the majority of the top 100 global communications service providers, including leaders in fixed, mobile and next-generation networks such as AT&T, Comcast, China Unicom, DISH Network, France Telecom, Orange, T-Mobile, Telefonica, Time Warner Cable, Vodafone, Vivo and Verizon. With over 25 years of experience and expertise in voice, video, data and content services, CSG Systems offers a broad portfolio of licensed and Software-as-a-Service (SaaS)-based products and solutions that help clients compete more effectively, improve business operations and deliver a more impactful customer experience across a variety of touch points. The company serves a global client base across highly competitive industries including cable and direct broadcast satellite, telecommunications, financial services, healthcare, utilities, content and entertainment and more. For more information, visit our website at www.csgsystems.com.

For more information, please contact:
Bethany Weiss Floraday, Emerge Public Relations
bweissfloraday@emergepr.com

Intec Announces New Charging and Policy Solution

Tue, 11 Jan 2011 12:00:00 EST

ENGLEWOOD, Colo.--(BUSINESS WIRE)-- Intec, recently acquired by CSG Systems (NASDAQ: CSGS) and one of the world's leading providers of Business Support System (BSS) solutions to the global telecom industry, announced today the availability of Intec Charging and Policy, a solution designed expressly for the dynamic requirements of real-time charging and policy management to support voice, data and content transactions for all types of next-generation mobile networks.

Intec Charging and Policy is comprised of the proven, award-winning Singl.eView Commerce Engine and a 3GPP compliant Policy Charging Rules Function (PCRF), to equip Communications Service Providers (CSPs) with a complete solution for all essential charging and policy features. The solution bundles both products and deployment services, is delivered in a 3GPP compliant architecture on a low-cost, scalable Linux x86 hardware platform, and enables the integrated functions that CSPs need to deliver and monetize the breadth of voice and data services that today's subscribers demand.

Leveraging Intec's extensive experience in real-time charging, the solution packages the most critical charging and policy-centric capabilities in the box. These include support for:

"Bill Shock" management, monitoring roaming subscribers and other users in real-time and alerting them when usage for a particular service has reached a threshold;
Prepaid data allowance management, extending the familiar features of prepaid voice to the most compelling data services today;
"Turbo Boost" options, allowing a subscriber to increase his bandwidth or quality of service temporarily for a specific transaction or for a limited period of time;
Sliding Quality of Service, whereby the user's bandwidth varies during the billing period as his aggregate consumption crosses certain thresholds or caps;
Volume Allowance, with the subscriber paying a fixed rate for data consumption to a cap, and then an incremental amount per additional unit during the billing period;
Location-Based Awareness support allowing the subscriber to select the location for newest services for best pricing offers;
Corporate Policy Control, which extends controls for bandwidth, quality of service and usage allowances and restrictions across complex organizational hierarchies;
Parental Controls, which put the same capabilities into the hands of parents within family hierarchies.

"Intec Charging and Policy alters how real-time charging and policy solutions are delivered and managed," commented David Heaps, senior vice president of Corporate Strategy at Intec. "With our in-the-box solution, we provide a complete portfolio of the most important charging and policy capabilities."

Smartphones are becoming ever more prevalent, with recent statistics from Gartner reporting a doubling in the number of units sold year over year. Smartphones are radically altering the way mobile services are delivered, priced and managed. CSPs are dealing with a diverse subscriber community that expects unlimited freedom in how they use their devices, what services they choose, and when and where. This subscriber freedom challenges the CSPs' need to manage scarce network resources, and if left unfettered, it will erode the CSPs profits and also limit their opportunities to benefit from new revenue streams, and erase opportunities for financial gains and erode profits.

Intec Charging and Policy directly addresses this challenge. "With this pre-packaged solution, Intec has captured what operators are looking for, and what subscribers need," stated Peter Mottishaw, principal analyst from analyst firm Analysys Mason. "Our research has shown that the combination of policy and charging promotes the monetization of mobile data services - it is a very effective method of balancing network control with the sophisticated subscriber management of a charging platform."

About CSG Systems and Intec

CSG Systems International, Inc. (NASDAQ: CSGS) recently finalized the acquisition of U.K.-based Intec Telecom Systems PLC, positioning the company as a world-leading Business Support Systems (BSS) company serving the majority of the top 100 global communications service providers, including leaders in fixed, mobile and next-generation networks such as AT&T, Comcast, China Unicom, DISH Network, France Telecom, Orange, T-Mobile, Telefonica, Time Warner Cable, Vodafone, Vivo and Verizon. With over 25 years of experience and expertise in voice, video, data and content services, CSG Systems offers a broad portfolio of licensed and Software-as-a-Service (SaaS)-based products and solutions that help clients compete more effectively, improve business operations and deliver a more impactful customer experience across a variety of touch points. The company serves a global client base across highly competitive industries including cable and direct broadcast satellite, telecommunications, financial services, healthcare, utilities, content and entertainment and more. For more information, visit our website at www.csgsystems.com.

For more information, please contact
Elise Brassell, elise_brassell@csgsystems.com
Senior PR Manager

GET THE PDF

CSG Systems to Hold Fourth Quarter and Year End 2010 Earnings Conference Call

Tue, 04 Jan 2011 12:00:00 EST

ENGLEWOOD, Colo. (January 4, 2011) CSG Systems International, Inc. (NASDAQ:CSGS), a leading provider of customer interaction management and billing solutions, invites you to participate in a conference call on Tuesday, February 8, 2011, at 5:00 p.m. Eastern Time to discuss the company's fourth quarter and year end 2010 earnings results.

The one-hour conference call will feature Peter Kalan, CSG President and Chief Executive Officer, and Randy Wiese, CSG Chief Financial Officer. To reach the conference, dial (877) 941-2333 and ask the operator for the CSG Systems conference call and Liz Bauer, chairperson.

A replay of the conference call will be available until midnight Eastern Time on Wednesday, March 9, 2011, and can be accessed by dialing (800) 406-7325 and access code of 4397159. In addition, this call will be simulcast and archived on the Internet at www.csgsystems.com (Real Player required).

About CSG Systems
CSG Systems International, Inc. (NASDAQ: CSGS) is a world-leading Business Support Systems (BSS) company serving the majority of the top 100 global communications service providers, including leaders in fixed, mobile and next-generation networks such as AT&T, Comcast, China Unicom, DISH Network, France Telecom, Orange, T-Mobile, Telefonica, Time Warner Cable, Vodafone, Vivo and Verizon. With over 25 years of experience and expertise in voice, video, data and content services, CSG Systems offers a broad portfolio of licensed and Software-as-a-Service (SaaS)-based products and solutions that help clients compete more effectively, improve business operations and deliver a more impactful customer experience across a variety of touch points. The company serves a global client base across highly competitive industries including cable and diret broadcast satellite, telecommunications, financial services, healthcare, utilities, content and entertainment and more. For more information, visit our website at www.csgsystems.com.

For more information, please contact
Liz Bauer, liz_bauer@csgsystems.com
Vice President Investor Relations

CSG Systems Completes Acquisition of Intec Telecom

Tue, 30 Nov 2010 12:00:00 EST

Creates Global Leader in Business Support Systems

ENGLEWOOD, COLO. (November 30, 2010) CSG Systems International, Inc. (NASDAQ:CSGS), a leading rovider of customer interaction management and billing solutions, today announced that it has completed the acquisition of U.K.-based Intec Telecom Systems PLC. Intec is a leader in wholesale billing and mediation and is a leading provider of retail billing software worldwide.

As a combined entity, the two companies are well-positioned with a broad and deep suite of solutions aimed at helping a wide variety of service providers roll out new products and services and operate more effectively, thereby improving their bottom line. The new product suite will include an end-to-end customer interaction management platform, combining mediation, billing, rating, charging, product catalog, customer care, web self-service, analytics, interactive messaging, interconnect services, content management, workforce management and marketing services.

"CSG and Intec share a common goal - helping our clients drive results through an improved customer experience and operational performance," Peter Kalan, president and chief executive officer of CSG Systems International, Inc., said. "The combination of these two companies provides operators with a partner that has a broad set of solutions and delivery models to help them meet their business needs. Our combined experience in helping fixed, mobile and next generation service providers meet the increasing demands and challenges that they face in providing world-class services to their customers will enable us to help our clients compete and win in this dynamic marketplace."

CSG initially announced the acquisition on September 24, 2010. The total cost of the acquisition, excluding transaction fees, was approximately $376 million.

CSG is not updating its 2010 financial guidance to include the impact of the closing of the Intec acquisition on November 30, 2010. The company will provide 2011 financial guidance for the combined company on its Q4 2010 earnings call and a more detailed analysis of the combined company's go-to-market strategy at its Analyst Day on February 24, 2011 in New York City.

For more information, please contact
Elise Brassell, elise_brassell@csgsystems.com
Senior PR Manager

GET THE PDF

Sales & Marketing Management: Capitalizing on the Massive Shift to Online Advertising Spend

Thu, 11 Nov 2010 12:00:00 EST

Who is best poised to tap into that revenue?

Written by Roman Lenzen; featured on Sales & Marketing Management

It's time! Online ad spend is predicted to reach $100 billion in five years, up from a predicted $61 billion this year. That's a huge shift in advertising spend. Who is best poised to tap into that incremental online advertising revenue, other than the advertisers?

Aside from paid search-which is dominated by the portals (Google, Yahoo, etc.) -it will be those who can efficiently analyze online user behaviors, turn those behaviors into known interests, and effectively serve advertising online based on those interests to enhance advertising relevance.

The ad servers and ad networks are best poised to physically serve up the ads, and that most likely will not change much in the near future, although new ad networks are popping up, which is a good thing as that forces evolution.

What will change, and quickly is evolving now, is the companies that capture, store, and analyze the online data to determine true interests at the individual user level so the online content and ads may be targeted and made more relevant. Some of the largest advertising supported sites have the capabilities to develop internally (Google, Facebook,etc.), but most will look to outside online firms for help. In terms of those outside online firms, a few players exist in this space including-

Online Analytic Vendors (Omniture, Web Trends, Unica, etc.): Current online analytic vendors capture and store the online interactions and provide business intelligence interfaces to their clients so they may track online usage.

Current Advantages:

They hold much of the online data that drives much of the required analysis.
A strong technical online presence.

How they will need to evolve:

Either partner with current ad networks and ad servers or build (or buy) the ad serving capability.
Build or enhance their analytic capabilities.
Build the client relationships so other non-online data sources are incorporated into their solutions.
Enhance their online data capture capabilities

Marketing Service Providers (MSPs): MSPs, who traditionally handled direct mail, phone, and now e-mail communication channels, are evolving their marketing services to the online channel because they must as marketing spend is fast shifting to online.

Current Advantages:

Strong database, analytic, and marketing experience.
MSPs traditionally either build and/or host client marketing databases that already contain offline data and possibly some online sources.
MSPs already predominantly interface with the marketers on the client side.

How they will need to evolve:

Enhance their technical online capabilities.
Enhance their database and analytic skills so they can efficiently handle and analyze the massive online data sources.
Build partnerships with the ad networks and ad servers.
Build out an online data capture capability and/or form solid partnerships with the online analytic vendors.

Online Decisioning and Targeting Firms (X+1, Tealeaf, etc.): Online decision and targeting firms provide services and products that allow for varying communications and advertising to users based on site behavior and other available user attributes.

Current Advantages:

Typically 100 percent focused on online decisions and targeting.
A strong technical online presence and understanding of what works out of the box given they are 100 percent focused on enhancing online communication relevance.

How they will need to evolve:

Either partner with current ad networks and ad servers or build (or buy) the ad serving capability.
Build the client relationships so other non-online data sources are incorporated into their solutions.
Become huge data experts and enhance their online data capture capabilities

New Startups that 100 percent focus on online analytics and online communication relevance optimization.

Current Advantages:

100 percent focus on this business or a portion of this business such as database products.
Typically small and medium in size, new, nimble, and hungry.
Many of these firms have a technology focus and have individuals with a strong online technology background.

How they will need to evolve:

As with all startups, they will need to build credibility through online client work.
Continue to evolve their products and services, especially their products since many are unproven.

Imagine a day where most of your video and audio content is available online and most ads will be targeted at an individual level based on your interests. Imagine a day when the same is true on your wireless device. That day is coming, which will open up an even greater flood of advertising revenue to the online channel.

So, who will capture the most online ad revenue in the next five-plus years (other than the advertisers)? Easy, those firms that stay focused on storing and analyzing online data efficiently develop strong partnerships in areas of weakness and are willing to quickly evolve as the online space is much more dynamic than other media channels. There will be winners and losers in each category above as they are all well positioned to capture at least a portion of the shift in advertising spend to online.

CSG Systems Reports Results for Third Quarter 2010

Tue, 26 Oct 2010 12:00:00 EDT

ENGLEWOOD, COLO. (October 26, 2010) CSG Systems International, Inc. (NASDAQ: CSGS), a leading provider of customer interaction management and billing solutions, today reported results for the quarter ended September 30, 2010.

Key Financial Highlights:

Results for the quarter ended September 30, 2010, were as follows:
- Total revenues were $133.7 million, an increase of seven percent over the same period in 2009.
- Non-GAAP operating income was $26.9 million, or 20.2% of total revenues, and GAAP operating income was $22.5 million, or 16.8% of total revenues.
- Non-GAAP earnings per diluted share (EPS) was $0.59, and GAAP EPS from continuing operations was $0.35.
- Cash flows from operations for the quarter were $18.5 million, which were negatively impacted by normal fluctuations in the timing of payments from certain clients at or around quarter end.
During the quarter, CSG repurchased $23.2 million (par value) of its 2004 2.5% senior subordinated convertible contingent debt securities due 2024 for approximately $24 million.
CSG successfully completed its data center migration efforts during the quarter, fully transitioning its outsourced data center services to Infocrossing LLC.
On September 24, 2010, CSG announced that it reached an agreement to acquire Intec Telecom, a United Kingdom-based international provider of Business Support Systems that serves 60% of the world's top 100 communications service providers, for approximately $372 million.

"CSG had a very strong quarter, by doing what we do best---helping our clients run their operations more efficiently and roll out new services," said Peter Kalan, president and chief executive officer of CSG Systems. "We continue to execute on all fronts, including in our operations and in sales, and we continue to make investments aimed at helping our clients be more successful and competitive in this ever-changing and highly complex market."

To read the full report, please click on the pdf file below.

For more information, please contact
Liz Bauer, liz_bauer@csgsystems.com
Vice President Investor Relations

Get the pdf

1to1 Media: Onboarding: An Often Overlooked Customer Value Driver

Fri, 22 Oct 2010 12:00:00 EDT

Written by Roman Lenzen; featured on 1to1 Media

Onboarding is often thought of as an early-stage retention strategy. It's also an effective way to improve long-term customer value.

Setting up proper customer onboarding treatments, based on predicted payment behavior and predicted customer value, will minimize bad debt on the back-end. As an example, a top-five direct broadcast company implemented prepayment and auto-pay strategies during the sign-up process, based on out-of-the-box and custom credit worthiness models, as well as predicted subscriber profitability models. The result: A significant decrease in bad debt churn and write-offs on the backend.

The new onboarding process entices the subscriber to pay and become loyal based on two dimensions:

Subscriber predicted future value
Probability of payment over time

Those two dimensions, enabled by predictive models, are powerful if used within a proper treatment strategy. For example, one of the first questions a company should pose is, "Once the analytics are available, should we not allow subscribers to activate who have a high probability of not paying?"

Answer: Absolutely not! You do not want to shut off the spigot altogether. Instead, ask those potential customers to provide a prepayment, which may be applied to the ongoing monthly bill for a certain period of time so they are not paying more than they need to. Then show them goodwill, as well, by providing a prize at the end of the prepayment time period. Further, the prepayment period should be determined by the level of creditworthiness and the prize at the end of the rainbow should be determined by future predicted value.

The key to a proper customer onboarding process is the strategic application of the resulting treatments. The predictive models for the most part are straightforward; it's how the analytics is converted into proper customer treatments, and then tracked and optimized, that will provide the bottom line profit impact. Just as with collection efforts, the acquisition treatment strategy, and ongoing tracking, is the key that unlocks incremental profit.

Prospects must be segmented based on the models and other available data into unique treatment buckets so that the proper onboarding offer is made. The process, at a glance, is the following:

Using previous prospect and customer history, develop a payment model at the point of acquisition. In the direct broadcast/cable world, the initial model typically predicts the probability of nonpayment in the first three to four months; however, that time period varies based on the industry. Customer survival curves will help you better understand how far out to predict, as new-customer nonpayment typically spikes at a specific period.
Using previous prospect and customer history, develop a predicted customer value metric at the point of acquisition that may be applied to all prospects. This could be as complex as a true Life Time Value (LTV) metric or as simple as a profit calculation. Start simple, incorporate, and then enhance -- as something is always better than nothing. Remember, this is not a financial metric that must be reported to the SEC. It's a means to segment prospects.
Develop additional prospect segmentations or models that are appropriate to your environment. Examples include response models and demographic-based segmentations, which may be used to tailor messaging or channel.
Use all that was developed above along with other available data to bucket prospects into unique initial segments that will be assigned onboarding treatments. As an example, high probability to not pay, but high potential value.
Using the segments developed in the previous step complete an analysis that uses historical data that will:

a) Determine nonpayment attrition rate and the average cost of an attritor when they attrite for each segment, as this is the cost that must be asked for upfront to eliminate your current exposure.

b) Based on the result above, set the onboarding treatment such that the initial cost to the customer outweighs the current aggregate exposure segment.

c) Use the predicted customer value to set the long-term incentive.

The process above explains how to setup the system; that's the easy part. Optimizing over the long term is the trick, as it requires the ability to be nimble and adjust your treatments on the fly. Some key considerations include...

Although this is not popular, a small percentage of prospects should flow through the onboarding process with no collections treatment. This is not popular as it is seen as leaving money on the table, but trust me you will be leaving money on the table without that group. That group may be used to determine the true effectiveness of the onboarding process, as well as to optimize long term, as those customers did not receive treatments that affect future behavior.
Initially, start small with the number of treatment groups, learn, and then expand the groups. It is human nature to want to create many groups, as that is the point (to segment and set proper treatments at a detailed level); but starting small allows for true measurable results that you can use to build momentum in the organization.
Once your process is well-oiled and many treatment groups are being used, more advanced analytic testing techniques (such as fractional factorial) may be used to draw inferences across and within groups that may otherwise be too small on their own.

The keys to a fine-tuned onboarding process, used to minimize write-offs on the backend, are predictive models, actionable treatments, and an ongoing test-and-learn process. And, the beauty in creating this process is that fancy and expansive tools are not needed in many environments. Industry standard database and analytic tools will work just fine and many available robust options are open source.

CSG Systems to Hold Third Quarter 2010 Earnings Conference Call

Fri, 01 Oct 2010 12:00:00 EDT

ENGLEWOOD, Colo. (October 1, 2010) CSG Systems International, Inc. (NASDAQ:CSGS), a leading provider of customer interaction management and billing solutions, invites you to participate in a conference call on Tuesday, October 26, 2010 at 5:00 p.m. Eastern Time to discuss the company's third quarter 2010 earnings results.

The one-hour conference call will feature Peter Kalan, CSG President and Chief Executive Officer, and Randy Wiese, CSG Chief Financial Officer. To reach the conference, dial (877) 941-2928 and ask the operator for the CSG Systems conference call and Liz Bauer, chairperson.

A replay of the conference call will be available until midnight Eastern Time on Thursday, Nov. 4, 2010, and can be accessed by dialing (800) 406-7325 and access code of 4366267. In addition, this call will be simulcast and archived on the Internet at www.csgsystems.com (Real Player required).

About CSG Systems
Headquartered in Englewood, Colorado, CSG Systems International, Inc. (NASDAQ: CSGS) is a customer interaction management company that provides software- and services-based solutions that help clients engage and transact with their customers. With a 25-year heritage in providing customer management and billing solutions to North American cable and direct broadcast satellite companies, CSG has broadened its customer interaction management capabilities to proudly serve this client base as well as new, highly competitive industries including financial services, healthcare, utilities and more. Today, CSG's solutions reach more than half of all US households each month and manage over $36 billion in transactions annually on its clients' behalf. For more information, visit our website at www.csgsystems.com.

For more information, please contact
Liz Bauer, liz_bauer@csgsystems.com
Vice President Investor Relations

CSG Systems to Hold Conference Call Regarding Proposed Acquisition of UK-Based Intec Telecom Systems

Fri, 24 Sep 2010 12:00:00 EDT

ENGLEWOOD, Colo. (September 24, 2010) ¾ CSG Systems International, Inc. (NASDAQ:CSGS), a leading provider of customer interaction management and billing solutions, invites you to participate in a conference call on Friday, September 24, 2010 at 10:00 a.m. Eastern Time to discuss the company's proposed acquisition of Intec Telecom Systems. For a detailed overview of the proposed transaction please click here.

The conference call will feature Peter Kalan, CSG President and Chief Executive Officer, and Randy Wiese, CSG Chief Financial Officer. To reach the conference, dial (877) 941-2332 and ask the operator for the CSG Systems conference call and Liz Bauer, chairperson.

A replay of the conference call will be available until midnight Eastern Time on October 4, 2010, and can be accessed by dialing (800) 406-7325 and access code of 4367400#. In addition, this call will be simulcast and archived. Click here to listen (Real Player required).

CSG Systems Announces an Agreement to Acquire Intec Telecom

Fri, 24 Sep 2010 12:00:00 EDT

ENGLEWOOD, Colo. (September 24, 2010) CSG Systems is pleased to announce that it has reached an agreement to acquire Intec Telecom, a United Kingdom-based international provider of Business Support Systems (BSS) software serving 60% of the world's top 100 communications service providers, including leaders in fixed, mobile and next-generation networks. The boards of directors of both CSG Systems and Intec Telecom have reached an agreement on the terms of a recommend cash offer, and the Intec Telecom board of directors intends to recommend that Intec shareholders approve the transaction.

Under the terms of the proposed acquisition, Intec Telecom Shareholders will be entitled to receive 72.0 pence in cash for each Intec Share, valuing the transaction at approximately $372 million.

Through this proposed acquisition, which is expected to close in the fourth quarter of 2010, CSG believes the combined entity will create a leading provider of BSS solutions serving the worldwide communications industry. More specifically, CSG believes the combined entity will:

Evolve its Offerings - The combined capabilities of the two companies provides a broad portfolio of products and services that address the ever-expanding needs of communications service providers to manage and maximize customer interactions in real time, and provides a compelling combination of domain expertise in video, voice, and content.
Expand the Markets Served - The combined entity will have a diverse customer base serving customers around the world in cable, satellite and telecommunications.
Reach Economic Scale - The combined entity will be the second largest BSS provider in the world. The combination provides us greater scale and will be well capitalized to pursue both organic and inorganic growth opportunities

Commenting on the proposed acquisition, Peter E. Kalan, Chief Executive Officer of CSG Systems, said, “The communications industry is dramatically changing. Consumers have more choices for content, devices and providers. This has created an opportunity for service providers to differentiate their offerings by being more flexible and responsive to the end consumers. We believe that both Intec’s broad suite of solutions aimed at fixed mobile and next generation networks and CSG’s extensive customer interaction management suite will be attractive to one another’s customer base as well as service providers worldwide.”

For more information on the acquisition, please refer to the full "2.5 Document" announcement PDF below.

Get the PDF

For more information, please contact

Liz Bauer, liz_bauer@csgsystems.com
Vice President Investor Relations

Elise Brassell, elise_brassell@csgsystems.com
Senior PR Manager

CSG Systems Named to Prestigious InformationWeek 500 List

Tue, 21 Sep 2010 12:00:00 EDT

ENGLEWOOD, Colo. (September 21, 2010) CSG Systems International, Inc. (NASDAQ:CSGS), a leading provider of customer interaction management and billing solutions, today announced the company has been named to this year's InformationWeek 500, an annual listing of the nation's most innovative users of business technology. The 2010 list was revealed at a gala awards ceremony at the exclusive InformationWeek 500 Conference taking place at the St. Regis Monarch Beach Resort, Dana Point, CA.

"The practice of managing customer interactions has grown increasingly complex as the marketplace continues to demand more personalization and customization of products and services than ever before. CSG has risen to this challenge with new innovations that help our clients make the most of every customer interaction," said Rob Kunzler, vice president of marketing, CSG Systems. "We are honored to have placed within the top 200 winners recognized by InformationWeek for our efforts to drive efficiency in our own business as well as in our clients' operations."

CSG Systems provides software- and services-based solutions that help its clients better manage every customer interaction. The company enables its clients to build new offerings, to engage customers on those offerings, and to deliver them through effective and profitable customer transactions. More than one-half of all US households are reached by clients using CSG's solutions.

InformationWeek honored CSG for its innovation in automating and streamlining a portion of its internal systems to better manage inbound customer service requests from its cable and satellite clients. CSG provides technical assistance to its clients through a variety of channels, staffed by CSG employees. By focusing on improving overall ease of use within certain technical support processes, CSG's employees now use a new solution that not only cut down on request processing time, improved customer service and bolstered employee morale, but also significantly reduced costs associated with processing requests from start to finish.

"For 22 years, the InformationWeek 500 has honored the most innovative users of business technology," said InformationWeek Editor In Chief Rob Preston. "As we start to emerge from the worst recession in decades, the IT focus is now on driving growth - new sources of revenue, new relationships with customers, even new business models. This year's ranking placed special emphasis on those companies and business technology executives leading that charge."

InformationWeek identifies and honors the nation's most innovative users of information technology with its annual 500 listing and also tracks the technology, strategies, investments and administrative practices of America's best-known companies. Top winners have included: CME Group, Conway, National Semiconductor, Kimberly-Clark, Hilton Hotels and Unum. The InformationWeek 500 rankings are unique among corporate rankings as it spotlights the power of innovation in information technology, rather than simply identifying the biggest IT spenders.

Additional details on the InformationWeek 500 can be found online at www.informationweek.com/iw500/.

About InformationWeek Business Technology Network (http://www.informationweek.com/)
The InformationWeek Business Technology Network provides IT executives with unique analysis and tools that parallel their work flow - from defining and framing objectives through to the evaluation and recommendation of solutions. Anchored by InformationWeek, the multimedia powerhouse that looks across the enterprise, the network scales across the most critical technology categories with online properties like DarkReading.com (security), IntelligentEnterprise.com (application architecture), NetworkComputing.com (networking and communications) and PlugintotheCloud.com (cloud computing). The network also provides focused content for key IT audiences, such as CIOs, developers, SMBs and IT Support Managers via InformationWeek Global CIO, Dr. Dobb''s, InformationWeek SMB, and HDI respectively, as well as vital vertical industries with InformationWeek Financial Services, Government and Healthcare sites. Content is at the nucleus of our information distribution strategy, and the network provides a deep and rich portfolio of decision-making tools and peer based research through InformationWeek Analytics, the leading service for peer-based IT research and analysis. IT professionals turn to our experts and communities to stay informed, get advice and research technologies to make strategic business decisions. The InformationWeek Business Technology Network is part of UBM TechWeb.

For more information, please contact
Elise Brassell, elise_brassell@csgsystems.com
Senior PR Manager

Get the PDF

CSG Systems to Participate in Kaufman Bros. 13th Annual Investor Conference

Tue, 07 Sep 2010 12:00:00 EDT

ENGLEWOOD, Colo. (September 7, 2010) ¾ CSG Systems International, Inc. (NASDAQ:CSGS), a leading provider of customer interaction management and billing solutions, today announced that the company's President and CEO, Peter Kalan; Chief Financial Officer, Randy Wiese, and Vice President of Investor Relations, Liz Bauer will participate in the Kaufman Bros. 13th Annual Investor Conference.

The conference will be held Sept. 14-16, 2010 in New York City. CSG Systems' presentation with question-and-answer session will take place on Tuesday, Sept. 14 at 9:30 a.m.

A live wecast of the event as well as the replay of the conference following the event will be available at http://www.wsw.com/webcast/kbro19/csgs/.

About CSG Systems

Headquartered in Englewood, Colorado, CSG Systems International, Inc. (NASDAQ: CSGS) is a customer interaction management company that provides software- and services-based solutions that help clients engage and transact with their customers. With a 25-year heritage in providing customer management and billing solutions to North American cable and direct broadcast satellite companies, CSG has broadened its customer interaction management capabilities to proudly serve this client base as well as new, highly competitive industries including financial services, healthcare, utilities and more. Today, CSG's solutions reach more than half of all US households each month and manage over $36 billion in transactions annually on its clients' behalf. For more information, visit our website at www.csgsystems.com.

For more information contact:

Liz Bauer, Investor Relations

CSG Systems

liz_bauer@csgsystems.com

CSG Systems Awarded Patents on Field Service Automation Technologies

Thu, 12 Aug 2010 12:00:00 EDT

CSG Systems International, Inc. (NASDAQ:CSGS), a leading provider of customer interaction management and billing solutions, today announced that the company has been granted two patents for the systems and methods it uses for field service technician routing, dispatch and communications.

The patents protect CSG's technological innovation supporting its CSG Workforce Express solution, the most widely used workforce management solution in the cable industry, which helps more than 33,000 technicians to be more efficient when servicing customers in their homes and businesses.

This solution addresses one of the most costly and complex aspects of the cable service provider's business - getting the right technician, to the right location, at the right time to deliver an increasingly complex set of information, communication and entertainment services.

CSG's Workforce Express leverages GPS technology to map technician vehicle location and provide a summary of job/work order information. This solution provides dispatchers with crucial field operations management tools and allows service technicians to provide optimal service to customers.

CSG's approved patents cover several aspects of the solution's capabilities, including display of dispatch and work order information; technician dispatch; dispatch list and map interaction; automatic work order routing; and technician dispatch and tracking.

"Since its inception, our workforce management technologies have been innovative and market leading, and our clients have validated that in positioning us as the leading provider of workforce management solutions in the cable industry today," said Peter Kalan, president and CEO, CSG Systems. "We are thrilled to see our innovation recognized and protected with patents for the display, dispatch, routing and tracking of technician information."

In 2010, CSG Workforce Express received a 2009 Cable.TMCnet.com Product of the Year Award from Technology Marketing Corporation (TMC). Today, the solution helps the majority of U.S. cable and satellite operators to automate the complex process of managing field force operations as they serve both residential and business customers.

For more information on CSG's patents, please visit: http://patft.uspto.gov/netacgi/nph-Parser?Sect1=PTO2&Sect2=HITOFF&p=1&u=%2Fnetahtml%2FPTO%2Fsearch-bool.html&r=1&f=G&l=50&co1=AND&d=PTXT&s1=7725344&OS=7725344&RS=7725344

About CSG Systems
Headquartered in Englewood, Colorado, CSG Systems International, Inc. (NASDAQ: CSGS) is a customer interaction management company that provides software- and services-based solutions that help clients engage and transact with their customers. With a 25-year heritage in providing customer management and billing solutions to North American cable and direct broadcast satellite companies, CSG has broadened its customer interaction management capabilities to proudly serve this client base as well as new, highly competitive industries including financial services, healthcare, utilities and more. Today, CSG's solutions reach more than half of all US households each month and manage over $36 billion in transactions annually on its clients'' behalf. For more information, visit our website at www.csgsystems.com.

For more information, please contact
Elise Brassell, elise_brassell@csgsystems.com
CSG Systems, Senior PR Manager

Get the PDF

CSG Systems Introduces Direct Sales Express to Improve Field Sales and Ordering Processes

Tue, 10 Aug 2010 12:00:00 EDT

CSG Systems International, Inc. (NASDAQ:CSGS), a leading provider of customer interaction management and billing solutions, today announced the availability of Direct Sales Express (DSX), a new solution designed to increase the productivity and accuracy of field sales representatives while taking in-person orders for services delivered by cable and satellite providers.

DSX offers a web-based mobile solution that brings current customer and sales prospect information directly to the sales representative on a handheld mobile device. The solution automates and streamlines sales force management, order management and order execution aspects of the direct sales process in the cable and direct broadcast satellite (DBS) industries. By using real-time up-to-date information, direct sales representatives can present the right offer to customers and prospects to increase the chances of a successful sale. If a sales offer is accepted, the sales representative uses an automated ordering process through the handheld device, eliminating costly order entry errors. In addition, DSX enables representatives to activate equipment to complete the order immediately.

In addition, the solution enables cable and DBS service providers to:

Manage sales activity and prospect activity tracking
Optimize sales representative routes, improve scheduling and provide location mapping
View product catalog information, customer order details, schedule jobs, capture signatures and print receipts instantly at the customer site

From routing and tracking field sales representatives, to providing automated agreements and orders, DSX streamlines in-person sales and ordering processes, saving time and money for the organization.

Through its experience with cable and satellite operations, CSG estimates that for every one million subscribers and 200 direct sales representatives, DSX can save a service provider approximately $20,000 per month or $240,000 per year by reducing order entry errors, calls to the call center and through other process improvement gains.

"Direct sales forces are becoming an increasingly important component of our customers' go-to-market strategies. The DSX mobile application is yet another way that CSG supports its clients' ever evolving business needs and enables its clients to make the most of every customer interaction while reducing operating costs," said Sean Brown, senior vice president of product management at CSG. "DSX can automate the field sales and ordering processes from start to finish, increasing performance of door-to-door sales teams and raising the bar on the quality of in-person customer service."

CSG has already begun rolling out DSX capabilities to its clients and continues to build enhancements and additional features into the solution.

About Direct Sales Express
CSG's Direct Sales Express (DSX) solution automates and streamlines the sales, prospecting, and ordering process for direct sales in the cable and direct broadcast satellite industries. DSX includes a web-based mobile application for field sales representatives that reduces order cancellations and maximizes potential sales through up-sells by offering current customer and prospect information, and providing an accurate, automated ordering process.

About CSG Systems
Headquartered in Englewood, Colorado, CSG Systems International, Inc. (NASDAQ: CSGS) is a customer interaction management company that provides software- and services-based solutions that help clients engage and transact with their customers. With a 25-year heritage in providing customer management and billing solutions to North American cable and direct broadcast satellite companies, CSG has broadened its customer interaction management capabilities to proudly serve this client base as well as new, highly competitive industries including financial services, healthcare, utilities and more. Today, CSG's solutions reach more than half of all US households each month and manage over $36 billion in transactions annually on its clients'' behalf. For more information, visit our website at http://www.csgsystems.com

For more information, please contact
Elise Brassell, elise_brassell@csgsystems.com
Senior PR Manager

Liz Bauer, liz_bauer@csgsystems.com

Investor Relations

Get the PDF

CSG Systems Delivers New Sales and Customer Service Innovations to Atlantic Broadband

Tue, 03 Aug 2010 12:00:00 EDT

ENGLEWOOD, Colo. (August 3, 2010) ¾ CSG Systems International, Inc. (NASDAQ:CSGS), a leading provider of customer interaction management and billing solutions, today announced that Atlantic Broadband, the nation's 15th largest cable provider, has deployed the company's Product Catalog and Offer Management solutions.

CSG's Product Catalog and Offer Management capabilities are designed to provide cable service providers with intuitive tools that enable them to quickly introduce new product bundles, target promotional offers based on customer attributes, improve sales effectiveness and reduce call center handling times.

By leveraging both product catalog and offer management capabilities, Atlantic Broadband can now improve how services are created, packaged, priced, and offered to customers via any channel - from the call center to the web to text and phone.

As more advanced communication services become available, each with unique pricing, promotions and features, the complexity of the design and selling processes greatly increases. Atlantic Broadband will leverage these two CSG solutions to enable their customer service team to intuitively manage the introduction and selling of new products and bundles, while improving call center efficiencies.

"Atlantic Broadband has set key goals for our use of these solutions, including having an easier way to manage product and pricing relationships, creating a better way for call center agents to quickly identify the best service bundles to offer customers and providing a better way for marketing teams to create offers that will be compelling to customers," said David Isenberg, senior vice president, products and business development, Atlantic Broadband. "Working with CSG we have met these goals and have already begun to see positive results in our operations."

"Working together, these solutions address a key challenge that reaches from product design to marketing to customer service - how to quickly design, offer, price and sell the right product, to each unique customer," said Sean Brown, senior vice president of Product Management, CSG Systems. "Clients such as Atlantic Broadband can increase sales and reduce operating costs while delivering a better customer experience. These solutions can have a significant, positive impact on a service provider's business."

CSG worked closely with Atlantic Broadband to ensure that its product catalog capabilities will streamline all product and service information into a simple, unified product catalog, making it easier for marketers to create and design attractive bundles relative to specific customer segments. The product catalog capabilities will allow Atlantic Broadband to dynamically customize products and promotional offers to quickly meet changing business needs.

CSG's offer management capabilities, leveraging the information and intelligence native to the product catalog, help call center agents improve the selling process by delivering the ability for them to clearly and quickly understand the key components of a service offer including special pricing and delivery requirements. Additionally, these offer management capabilities allow agents to up-sell and cross-sell targeted bundle offers based on any number of customer profile attributes, including purchasing patterns, demographics, and credit history.

More information on these solutions is available at: http://www.csgsystems.com/CSG_Content.aspx?L1=3&L2=8&L3=21

About Atlantic Broadband
Atlantic Broadband serves more than 150,000 customers in central and northern Pennsylvania. Its regional headquarters are in Johnstown, with additional customer service and technical support facilities in Altoona. It has local offices in Uniontown and Bradford.

Atlantic Broadband is the 15th largest cable operator in the United States. The privately held company is headquartered in Quincy, Massachusetts, with over 700 employees and 286,000 customers located in four operating regions: central Pennsylvania, Miami Beach, Maryland/Delaware, and Aiken, SC. Additional information is available at www.atlanticbb.com.

About CSG Systems
Headquartered in Englewood, Colorado, CSG Systems International, Inc. (NASDAQ: CSGS) is a customer interaction management company that provides software- and services-based solutions that help clients engage and transact with their customers. With a 25-year heritage in providing customer management and billing solutions to North American cable and direct broadcast satellite companies, CSG has broadened its customer interaction management capabilities to proudly serve this client base as well as new, highly competitive industries including financial services, healthcare, utilities and more. Today, CSG's solutions reach more than half of all US households each month and manage over $36 billion in transactions annually on its clients'' behalf. For more information, visit our website at www.csgsystems.com.

For more information, please contact
Elise Brassell, elise_brassell@csgsystems.com
Senior PR Manager

Get the pdf

CSG Systems to Participate in Oppenheimer & Co's Annual Technology, Media & Telecommunications Conference

Tue, 03 Aug 2010 12:00:00 EDT

ENGLEWOOD, Colo. (August 3, 2010) ¾ CSG Systems International, Inc. (NASDAQ:CSGS), a leading provider of customer interaction management and billing solutions, today announced that the company's Chief Financial Officer, Randy Wiese, and Vice President of Investor Relations, Liz Bauer, will participate in Oppenheimer & Co's Annual Technology, Media & Telecommunications Conference.

The conference will be held August 10-11, 2010 in Boston, Mass. CSG Systems' fireside chat with Oppenheimer analyst Shaul Eyal will take place on Tuesday, Aug. 10 at 4:00 p.m. Eastern Time.

A live wecast of the event as well as the replay of the conference following the event will be available at http://www.veracast.com/webcasts/opco/tech2010/53112557.cfm.

About CSG Systems

For more information contact:

Liz Bauer, Investor Relations

CSG Systems

Phone: (303) 804-4065

E-mail: liz_bauer@csgsystems.com

DMNews: Establishing Moments of Truth with Customers

Wed, 28 Jul 2010 12:00:00 EDT

Written by Jenny Belser; featured in DMNews

A single experience can define and shape a customer's relationship with your brand. As you connect customers with your brand and try to create a positive overall experience, how can you recognize these important “moments of truth?”

1. Listen: Customers will tell you about their experience, but you need to be listening. Identify listening posts that will provide you with current insights on what your customers are experiencing and then establish regular processes to monitor these listening posts. There are lots of conversations happening online, especially through social media sites. It is important to make sure you don't bias what you are hearing by only listening online – your listening posts should mirror how and where your customers and customer segments interact with your organization and brand.

2. Map the moments of truth: Map out how and when the moments of truth occur during the customer's lifecycle and at which touch-points. Continue to build the map as you gain more insight into the customer's journey. As you build the map, make it visible throughout your organization. Presenting the journey and specifically the moments of truth from the customer's perspective is a great way to get a broader level of support and buy-in for customer experience initiatives.

3. Take action: Identify one or more moments of truth and develop hypotheses for positively impacting the customer's experience. Identify pilot projects that are limited in scope, potentially starting with a single touch-point, for example, and define how you will measure success. Roll out the pilot and gather feedback. Determine any fine-tuning required and then build out a plan for a wider implementation. By starting with these iterative steps, you can quickly start to build a successful and continuous program to impact the moments of truth for your customers.

This article appeared in DM News on July 14, 2010.

CSG Systems Reports Results for Second Quarter 2010

Tue, 27 Jul 2010 12:00:00 EDT

ENGLEWOOD, COLO. (July 27, 2010) CSG Systems International, Inc. (Nasdaq: CSGS), a leading provider of customer interaction management and billing solutions, today reported results for the quarter ended June 30, 2010.

Key Financial Highlights:

Results for the quarter ended June 30, 2010, were as follows:
- Total revenues were $131.3 million, an increase of five percent over the same period in 2009.
- Non-GAAP operating income was $25.4 million, or 19.3% of total revenues, and GAAP operating income was $14.8 million, or 11.2% of total revenues.
- Non-GAAP earnings per diluted share (EPS) was $0.53, which includes a negative $0.03 impact as a result of a higher than expected tax rate. GAAP EPS was $0.35.
- Cash flows from operations for the quarter were $24.4 million.
Subsequent to the quarter-end, CSG repurchased $23.2 million (par value) of its 2004 2.5% senior subordinated convertible contingent debt securities due 2024 for approximately $24 million.

"CSG continues to grow its revenues and expand the profitability of the business," said Peter Kalan, president and cheif executive officer for CSG Systems. "Our clients' businesses are changing at a pace that this industry has not experienced in years. This can be attributed to competition, consumer choice and the need to simplify the complexity involved with delivering a broad and deep number of products and services to the end consumer. These changes create opportunities for CSG to continue to partner with our clients to enable them to deliver a more robust and engaging customer experience which increases their customers' satisfaction and revenues."

For the full press release, please click on the .pdf file below.

For more information, please contact

Elise Brassell, elise_brassell@csgsystems.com
Senior PR Manager

Get the pdf

CSG Systems Names Michael Henderson Executive Vice President, Sales and Marketing

Tue, 13 Jul 2010 12:00:00 EDT

ENGLEWOOD, Colo. (July 13, 2010) ¾ CSG Systems International, Inc. (NASDAQ:CSGS), a leading provider of customer interaction management and billing solutions, today announced it has named Michael Henderson, an accomplished senior executive and 20+ year veteran of the communications industry, as Executive Vice President, Sales and Marketing. Henderson joins CSG on July 19 and will be based in Denver.

"We are pleased to have an executive with Michael's dept of experience and knowledge in growing established businesses join our executive team," said Peter Kalan, CSG president and chief executive officer. "His global business development, marketing and strategic sales skills will be an asset to CSG as we continue to expand, bring more value to our clients and grow the company."

Henderson's previous experience includes three years as President for Telcordia Technologies' Global Solutions division where he successfully helped the company accelerate revenue in new geopgraphic markets. Additionally, he spent nearly five years with ADC's Software Systems division as EVP of Global Sales and Marketing and was responsible for growing the company's next generation service provider applications as well as establishing strategic channel programs with systems integrators and network equipment providers like Accenture, HP, Ericsson and Siemens.

Prior to ADC, Henderson was co-founder and CEO of PCI, a venture-backed software company, and held senior executive positions with Nortel, Frontier Corporation, and Volt Delta Resources. In his most recent position, he was Chief Sales Officer with Call Genie.

About CSG Systems
Headquartered in Englewood, Colorado, CSG Systems International, Inc. (NASDAQ: CSGS) is a customer interaction management company that provides software- and services-based solutions that help clients engage and transact with their customers. With a 25-year heritage in providing customer management and billing solutions to North American cable and direct broadcast satellite companies, CSG has broadened its customer interaction management capabilities to proudly serve this client base as well as new, highly competitive industries including financial services, healthcare, utilities and more. Today, CSG's solutions reach more than half of all US households each month and manage over $36 billion in transactions annually on its clients' behalf. For more information, visit our website at http://www.csgsystems.com.

For more information, please contact

Media Relations

Elise Brassell, 303-804-4962

elise_brassell@csgsystems.com

Investor Relations
Liz Bauer, 303-804-4065

liz_bauer@csgsystems.com