Light Reading
BSS vendor will take on all of Comcast's residential billing services, adding 2.3 million customers to the platform it has already deployed with the cable company.

Comcast Strengthens Billing Bond with CSG

Sarah Reedy
7/31/2014
50%
50%

Comcast is taking its relationship with billing systems and services specialist CSG a step further, announcing on Thursday it will turn over its entire residential billing services to its long-time partner.

CSG International has been working with Comcast Corp. (Nasdaq: CMCSA, CMCSK) for many years, providing the cable operator with a customer care and billing platform for two-thirds of its existing residential customers. Today's expansion will see the BSS vendor take over Comcast's entire residential business. The pair have signed a contract that extends through June 30, 2019. (See Comcast Deal Shrinks CSG's Outlook and CSG Reups With Comcast.)

This means that CSG will be consolidating an additional 2.3 million residential customers onto its billing platform in early 2015, as well as taking on additional customer account migrations moving forward. Comcast is a high-profile win, but the billing company has also signed up other mobile and cable companies of late, including Grande Communications and MTN Group Ltd. in South Africa.

In announcing the partnership, Comcast noted that consolidating with CSG will make it easier for customers to interact with the cable company, an interesting statement given the recent scrutiny Comcast has come under for poor customer service. (See What Can We Learn From Comcast's Customer Service Nightmare?)

"CSG has been a great partner and this new agreement will help us provide more consistent customer interactions by creating opportunities to standardize and streamline our back-office operations," Scott Alcott, chief information officer for Comcast Cable, wrote in a statement.


For more billing, customer care and revenue assurance insights, check out our dedicated BSS content channel here on Light Reading.


CSG announced its enhanced relationship with Comcast as part of its second quarter earnings, which included non-GAAP operating income of $29.8 million, or 16.1% of total revenues. The company brought in revenues of $184.6 million in the quarter, down 2% from $180 million in the previous quarter. The dip caused CSG stock to lose 2.14% of its value and sink to $26.04 in morning trading. (See CSG Earns $29.8M in Q2.)

— Sarah Reedy, Senior Editor, Light Reading

(4)  | 
Comment  | 
Print  | 
Newest First  |  Oldest First  |  Threaded View
mendyk
50%
50%
mendyk,
User Rank: Light Sabre
7/31/2014 | 3:39:44 PM
Re: Does managed services mean better customer service?
I'm sure CSG can do a good job, and I'm even more sure that this move has everything to do with saving money on Comcast's part. And I can't see that finger, but I have a pretty good idea which one it is. Thumbs up.
SReedy
50%
50%
SReedy,
User Rank: Blogger
7/31/2014 | 3:32:49 PM
Re: Does managed services mean better customer service?
You can't see what finger I'm holding up either... :) 

That is a benefit Comcast claims and, given how bad it's reputation is, it couldn't hurt. I think simplified processes and better interfaces could improve the customer care experience. Although they've also admitted bad customer service is essentially part of the training, so maybe not.
mendyk
50%
50%
mendyk,
User Rank: Light Sabre
7/31/2014 | 3:25:36 PM
Re: Does managed services mean better customer service?
Sarah -- your photo is too small. I can't see if your tongue is planted firmly in cheek regarding the use of outsourcing as a means to improve customer service.
SReedy
50%
50%
SReedy,
User Rank: Blogger
7/31/2014 | 1:59:12 PM
Does managed services mean better customer service?
I guess outsourcing billing means Comcast can instead focus on improving its customer service. They need to have a good idea of what's going on when people call in, which makes it so important they have an agile, responsive billing system as well as a good view into it.
Flash Poll
LRTV Huawei Video Resource Center
IHS Analyst Discusses eLTE at CCW 2014

9|10|14   |   7:09   |   (0) comments


Thomas Lynch, associate director of critical communications at IHS Technology, talks about broadband in critical communications.
LRTV Huawei Video Resource Center
TCAA on Huawei eLTE: A Broadband Solution for Mission-Critical Communications

9|10|14   |   2:29   |   (0) comments


At CCW2014 in Singapore, the TCCA's Phil Kidner talks about the importance of broadband data for critical communications.
LRTV Custom TV
Spotlight on Cisco: SDN for Optical Networks

9|8|14   |   9:27   |   (0) comments


Cisco's Greg Nehib talks OpenFlow and more on the 'Software-Defined Networking for Optical Networks' panel at the Big Telecom Event in June 2014.
LRTV Custom TV
Cisco's Evolved Programmable Network (EPN)

9|8|14   |   4:05   |   (0) comments


A look at the various demos Cisco showed at Light Reading's Big Telecom Event highlighting Cisco's EPN innovation and how SDN and NFV technologies are enabling a variety of new services.
LRTV Huawei Video Resource Center
The Future of Ultra-Broadband, With Kevin Kelly (UBBF2014)

9|5|14   |   1:13   |   (0) comments


If you think the technological changes we've seen up to now are astounding, just wait until you see what the future has in store. Discuss upcoming breakthroughs with Kevin Kelly, Founding Executive Editor of Wired Magazine, at the Huawei Ultra-Broadband Forum on September 24.
LRTV Huawei Video Resource Center
The Inaugural Optical Innovation Forum in Nice

9|2|14   |     |   (0) comments


More than 170 attendees from network operators, service providers, analyst firms, and component companies from around the world convened in Nice in June for the inaugural Optical Innovation Forum, co-produced by Huawei and Light Reading.
Wagner’s Ring
Data Centers Drive Telcos Into the Future

8|28|14   |   2:20   |   (2) comments


Data centers are at the heart of key trends driving telecom -- network virtualization, the drive for increased agility, and the need to compete with OTT providers.
LRTV Custom TV
Why SPs Should Consider Cisco's EPN

8|27|14   |   5:40   |   (0) comments


Sultan Dawood from Cisco discusses Cisco's EPN, which enables SPs to build agile and programmable networks delivering new network virtualized services using Cisco's Evolved Services Platform (ESP).
LRTV Huawei Video Resource Center
Huawei’s Showcase @ Big Telecom Event 2014

8|26|14   |   2.56   |   (0) comments


SoftCOM is Huawei's framework for telecom business and network transformation. Haofei Liu, Solution Marketing Manager, Carrier Business Group, Huawei, showcases Huawei's SoftCOM architecture in this video.
LRTV Huawei Video Resource Center
Huawei @ BTE 2014: Director of Integrated Solutions on SoftCOM & NFV Monetization

8|26|14   |   4.43   |   (0) comments


Libin Dai, Director of Integrated Solutions, Carrier Business Group, discusses Huawei's SoftCOM and NFV monetization. Huawei believes that NFV monetization should be service-driven rather than network-driven, and that operators should have network transformation, service transformation and a compatible and collaborative ecosystem in place in order to deploy NFV.
LRTV Huawei Video Resource Center
Huawei @ BTE 2014: Director of US NFV Lab on CloudEdge & the Future of NFV

8|26|14   |   4.06   |   (0) comments


Sean Chen, Director of US NFV Lab at Huawei, discusses Huawei's new approach to NFV in open collaboration. Huawei believes that through Proof of Concept tests, it could help operators learn and communicate with the industry more effectively. Sean believes that successful implementation of NFV should have its values reaching to end users and discusses how Huawei's ...
LRTV Huawei Video Resource Center
Huawei's Highlights @ Big Telecom Event 2014

8|26|14   |   3.34   |   (0) comments


At the Big Telecom Event in Chicago Huawei showcases its high-level strategy, the SoftCOM architecture, which helps operators reduce the cost of ownership of their network infrastructure and generate additional revenue in the ICT service environment. Huawei showcases over 30 pilot programs from across the globe, focusing on the industry-leading commercial ...
Upcoming Live Events!!
September 23, 2014, Denver, CO
October 29, 2014, New York City
November 6, 2014, Santa Clara
November 11, 2014, Atlanta, GA
December 2, 2014, New York City
December 3, 2014, New York City
December 9-10, 2014, Reykjavik, Iceland
June 9-10, 2015, Chicago, IL
Infographics
A survey conducted by Vasona Networks suggests that 72% of mobile users expect good performance all the time, and they'll blame the network operator when it's not up to par.
Today's Cartoon
Vacation Special Caption Competition Click Here
Latest Comment
Hot Topics
Introducing 'The New IP'
Stephen Saunders, CEO and founder, Light Reading, 9/11/2014
Glimpsing the Self-Driving Car
Dan Jones, Mobile Editor, 9/12/2014
AT&T to Launch WiFi Calling in 2015
Sarah Reedy, Senior Editor, 9/12/2014
AT&T: We'll Bundle Fixed Wireless & DirecTV
Mari Silbey, Independent Technology Editor, 9/15/2014
New NFV Forum Focused on Interoperability
Carol Wilson, Editor-at-large, 9/16/2014
Like Us on Facebook
Twitter Feed